Evaluating end-user satisfaction with an E-government service Electronic Labor Exchange (ELX)

Zulridah Mohd Noor, Hasmiah Kasimin, Aini Aman, Noraidah Sahari @ Ashaari

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

A major domain of e-Government research has been the examination of information delivery to citizens. These services involve communications and transactions between government, at various levels, and citizens. The rise of these services has led to a concurrent need to develop models of citizen satisfaction with e-governmental services. This research aims to contribute to this need by devising an ELX Consumer Satisfaction Index (ELXCSI) model and using it to evaluate citizen satisfaction with e-government electronic labor exchange (ELX) service delivery in Malaysia. This paper presents results of a statistical analysis of an end-user survey conducted in 2009 to evaluate user satisfaction with ELX service. Using structural equation modeling, a highly statistically significant goodness-of-fit was found for the model, which included 15 measures capturing three performance constructs (utility, efficiency, customization) as affecting satisfaction. The calculated ELXCSI of 66 indicates that more effort should be carried out by government to improve performance measurements in order to increase satisfaction among end-users of ELX service in Malaysia.

Original languageEnglish
Pages (from-to)11-20
Number of pages10
JournalJurnal Ekonomi Malaysia
Volume45
Issue number1
Publication statusPublished - 2011

Fingerprint

End users
Electronic government
Government services
User satisfaction
Labor
Malaysia
Government
Consumer satisfaction
Goodness of fit
Structural equation modeling
Index model
Customization
Communication
Service delivery
Statistical analysis
Performance measurement

Keywords

  • E-Government
  • Electronic labor exchange (ELX)
  • End-user satisfaction
  • Malaysia
  • Service delivery
  • Structural equation modeling

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)

Cite this

Evaluating end-user satisfaction with an E-government service Electronic Labor Exchange (ELX). / Noor, Zulridah Mohd; Kasimin, Hasmiah; Aman, Aini; Sahari @ Ashaari, Noraidah.

In: Jurnal Ekonomi Malaysia, Vol. 45, No. 1, 2011, p. 11-20.

Research output: Contribution to journalArticle

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