Abstract
Government on-line systems under the e-service project were launched in 2000. The ongoing objectives are to improve internal government office efficiency as service delivery to its citizens. Since its launch ten years ago, the use of this service by the citizens has beens relatively low, especially on the transaction side. Mostly, citizens use e-services merely to check their Road Transport Department (JPJ) and Royal Police Malaysia (PDRM) traffic summonses, to take their driving tests, to check their electrical and telephone bills and to check compound and tax issues with the Kuala Lumpur City Hall (DBKL). Citizens' use of the e-service, mainly to do routine checking more than to conduct transactions, could subsequently influence further expansion of e-service. These issues lead to form the objectives of the study: firstly, to examine the factors that influence the use of government's e-service, and secondly, to measure the strength of influence among the variables. The results reveal that the crucial factors that influence the intentions and behavior of citizens in accepting government's e-services are "attitude" and perceived "behavioral control," while subjective "norm" is not as evident.
| Original language | English |
|---|---|
| Article number | 5 |
| Journal | Innovation Journal |
| Volume | 16 |
| Issue number | 3 |
| Publication status | Published - 2011 |
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Keywords
- Advocacy
- E-government
- E-service
- Social change
- Technology acceptance
- Theory of planned behavior
ASJC Scopus subject areas
- Public Administration
Cite this
Government to citizen : Advocacy of government on-line systems and their acceptance among citizens. / Mahbob, Maizatul Haizan; Nordin, Mohammed Zin; Salman, Ali; Wan Sulaiman, Wan Ros @ Wan Idros; Abdullah, Mohd. Yusof.
In: Innovation Journal, Vol. 16, No. 3, 5, 2011.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Government to citizen
T2 - Advocacy of government on-line systems and their acceptance among citizens
AU - Mahbob, Maizatul Haizan
AU - Nordin, Mohammed Zin
AU - Salman, Ali
AU - Wan Sulaiman, Wan Ros @ Wan Idros
AU - Abdullah, Mohd. Yusof
PY - 2011
Y1 - 2011
N2 - Government on-line systems under the e-service project were launched in 2000. The ongoing objectives are to improve internal government office efficiency as service delivery to its citizens. Since its launch ten years ago, the use of this service by the citizens has beens relatively low, especially on the transaction side. Mostly, citizens use e-services merely to check their Road Transport Department (JPJ) and Royal Police Malaysia (PDRM) traffic summonses, to take their driving tests, to check their electrical and telephone bills and to check compound and tax issues with the Kuala Lumpur City Hall (DBKL). Citizens' use of the e-service, mainly to do routine checking more than to conduct transactions, could subsequently influence further expansion of e-service. These issues lead to form the objectives of the study: firstly, to examine the factors that influence the use of government's e-service, and secondly, to measure the strength of influence among the variables. The results reveal that the crucial factors that influence the intentions and behavior of citizens in accepting government's e-services are "attitude" and perceived "behavioral control," while subjective "norm" is not as evident.
AB - Government on-line systems under the e-service project were launched in 2000. The ongoing objectives are to improve internal government office efficiency as service delivery to its citizens. Since its launch ten years ago, the use of this service by the citizens has beens relatively low, especially on the transaction side. Mostly, citizens use e-services merely to check their Road Transport Department (JPJ) and Royal Police Malaysia (PDRM) traffic summonses, to take their driving tests, to check their electrical and telephone bills and to check compound and tax issues with the Kuala Lumpur City Hall (DBKL). Citizens' use of the e-service, mainly to do routine checking more than to conduct transactions, could subsequently influence further expansion of e-service. These issues lead to form the objectives of the study: firstly, to examine the factors that influence the use of government's e-service, and secondly, to measure the strength of influence among the variables. The results reveal that the crucial factors that influence the intentions and behavior of citizens in accepting government's e-services are "attitude" and perceived "behavioral control," while subjective "norm" is not as evident.
KW - Advocacy
KW - E-government
KW - E-service
KW - Social change
KW - Technology acceptance
KW - Theory of planned behavior
UR - http://www.scopus.com/inward/record.url?scp=84858426003&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84858426003&partnerID=8YFLogxK
M3 - Article
AN - SCOPUS:84858426003
VL - 16
JO - Innovation Journal
JF - Innovation Journal
SN - 1715-3816
IS - 3
M1 - 5
ER -