Menguji tahap kepuasan perkhidmatan eKerajaan dengan pendekatan model integrasi

Translated title of the contribution: Testing the level of satisfaction of eGovernment by using the integrated model approach

Siti Hajar Mohd. Idris, Hasmiah Kasimin, Zulridah Md Noor, Noraidah Sahari @ Ashaari

Research output: Contribution to journalArticle

Abstract

Previous studies have cited that low level of satisfaction is one of the main reasons why eGovernment services have not been fully optimized. By using the integrated model approach, this study aims to identify factors that significantly influence satisfaction level among eGovernment users in Malaysia. Based on 949 respondents interviewed in Selangor, the structural equation model (SEM) shows a highly statistically significant goodness-of-fit for the model. Satisfaction is differentiated into two distinct categories which are level of satisfaction associated with eGovernment information (INFOSATIS) and level of satisfaction associated with eGovernment system (SYSSATIS). Information quality construct (INFOQUAL) is measured by 4 items, while system's quality (SYSQUAL) is measured by 5 items. Positive and significant structural relationship exist between information quality and satisfaction, system quality and satisfaction, system quality and the quality of information provided by the service. Satisfaction level can be taken as an indicator of good performance. Gaps between what is available and what is needed could be refined so that the use of these services continues to increase among citizens.

Original languageUndefined/Unknown
Pages (from-to)55-62
Number of pages8
JournalJurnal Ekonomi Malaysia
Volume46
Issue number2
Publication statusPublished - 2012

Fingerprint

Testing
Integrated model
Electronic government
System quality
Information quality
Goodness of fit
Factors
Malaysia
Structural equation model
Quality of information

Keywords

  • E-Government
  • Integrated model approach
  • User satisfaction

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)

Cite this

Menguji tahap kepuasan perkhidmatan eKerajaan dengan pendekatan model integrasi. / Mohd. Idris, Siti Hajar; Kasimin, Hasmiah; Noor, Zulridah Md; Sahari @ Ashaari, Noraidah.

In: Jurnal Ekonomi Malaysia, Vol. 46, No. 2, 2012, p. 55-62.

Research output: Contribution to journalArticle

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