Citizen Satisfaction with E-Government Portals in Malaysia

Main Article Content

Burhan Murshidi Baharon Ching Seng Yap Shaizatul Fatin Eliya Ashar Mohamad Hafizul Helmy Mohd Hanafi Mohd Syarul Razi Mohd Hazmi


This study examines the factors affecting citizen satisfaction with e-government portals in Malaysia. The four determinants tested are perceived ease of use, citizen trust, service quality, and content quality. The target population consists of individuals with experience in using e-government portals in Malaysia. The convenience sampling procedure was used to collect data from 111 respondents in a face-to-face questionnaire survey. Data were then analyzed using partial least squares path modeling (PLS-PM) with R. The results indicate that citizen satisfaction with e-government portals in Malaysia is somewhat positive and that three of the four determinants are significant predictors of citizen satisfaction; namely, service quality, followed by perceived ease of use and content quality. However, citizen trust is not statistically significantly related to their satisfaction with e-government portals. The findings have important implications for government departments and agencies in developing e-government portals that meet citizen expectation. Specifically, e-government portals should contain user-friendly Web features, high-quality information content, and excellent service quality in order to enhance citizen satisfaction with their use.

Article Details

How to Cite
BAHARON, Burhan Murshidi et al. Citizen Satisfaction with E-Government Portals in Malaysia. International Journal of Business and Information, [S.l.], v. 12, n. 3, p. 289-309, aug. 2017. ISSN 2520-0151. Available at: <>. Date accessed: 24 may 2018.