Government to citizen

Advocacy of government on-line systems and their acceptance among citizens

Research output: Contribution to journalArticle

6 Citations (Scopus)

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 languageEnglish
Article number5
JournalInnovation Journal
Volume16
Issue number3
Publication statusPublished - 2011

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acceptance
citizen
transaction
government office
bill
taxes
telephone
Malaysia
police
road
traffic
efficiency

Keywords

  • Advocacy
  • E-government
  • E-service
  • Social change
  • Technology acceptance
  • Theory of planned behavior

ASJC Scopus subject areas

  • Public Administration

Cite this

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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.",
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AU - Mahbob, Maizatul Haizan

AU - Nordin, Mohammed Zin

AU - Salman, Ali

AU - Wan Sulaiman, Wan Ros @ Wan Idros

AU - Abdullah, Mohd. Yusof

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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.

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KW - E-government

KW - E-service

KW - Social change

KW - Technology acceptance

KW - Theory of planned behavior

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