An Adoption Model of Electronic Government Services in Malaysia: Electronic Labor Exchange (ELX)

Zulridah Mohd Noor, Hasmiah Kasimin, Aini Aman, Noraidah Saharai

Abstract


ABSTRACT
This paper examines factors influencing adoption of electronic government services among end-users of Electronic Labor Exchange (ELX) in Malaysia. The objective of the paper is to understand how end-users perceived e-Government as a primary government interaction channel and the factors that affect their level of usage. The proposed adoption model integrates a number of measurement criteria such as, system quality, information quality, security, efficiency, satisfaction, usage and system’s benefits adapted from previous studies. To gauge the relationships between these constructs, several statistical analysis techniques such as factor analyses and Structural Equation Modeling (SEM) were conducted. The study finds that both information quality and efficiency positively affect satisfaction; security positively affects usage; and both usage and satisfaction positively affect benefits. However, the results of the study reject the hypotheses that the other two service quality components namely usability and functionality, and security positively affect satisfaction. The results also reject the hypotheses that service quality (efficiency, functionalty, and usability), information quality and satisfaction influence usage. The results implied the urgent need to improve e- Government services in terms of functionality, usability, security in order to improve end-users’ satisfaction, usage and long-term loyalty to the system.

ABSTRAK
Kertas ini menyelidik faktor yang memengaruhi ambil guna perkhidmatan kerajaan elektronik dalam kalangan pengguna Pasaran Buruh Elektronik (ELX) di Malaysia. Tujuan kertas ini adalah untuk memahami bagaimana tanggapan pengguna akhir terhadap e-Kerajaan sebagai saluran interaksi utama kerajaan dan faktor yang mempengaruhi tingkat penggunaannya. Model yang dicadangkan menyepadukan berbagai kriteria pengukuran seperti kualiti sistem, kualiti maklumat keselamatan, kecekapan, kepuasan, penggunaan dan faedah sistem yang diubahsuai daripada kajian lepas. Untuk menentukan hubungan antara berbagai konstruk tersebut beberapa teknik statistik seperti analisis faktor dan pemodelan persamaan struktur dilakukan. Kajian mendapati kedua-dua kualiti maklumat dan kecekapan mempengaruhi kepuasan pengguna secara positif. Walau bagaimanapun, keputusan kajian menolak hipotesis bahawa dua komponen kualiti perkhidmatan iaitu kebolehgunaan dan kefungsiaan, dan keselamatan mempengaruhi kepuasan secara positif. Kajian juga menolak hipotesis bahawa kualiti perkhidmatan (kecekapan, kefungsiaan, dan kebergunaan), kualiti maklumat dan kepuasan mempengaruhi penggunaan. Keputusan kajian menunjukkan keperluan segera untuk membaiki perkhidmatan-perkhidmatan e-Kerajaan umumnya dan ELX khususnya terutama dari segi kefungsiaan, kebergunaan, dan keselamatan untuk membaiki kepuasan, penggunaan dan loyalti jangka panjang pengguna akhir kepada sistem e-Kerajaan.


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