Citizen Satisfaction with E-Government Portals in Malaysia

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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.

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