Users Acceptance of E-Government System in Sintok, Malaysia: Applying the UTAUT Model
Main Article Content
Abstract
E-government services have become a vital tool to provide citizens with more accessible, accurate and high-quality services and information. E-government system provides an efficient dissemination of information to people and eases people to communicate directly with government services. The utilization of ICT through e-government enhancing efficiency and effectiveness of service delivery in the public sector. The system is regarded as one of the vital elements to be a developed country. The application of e-government indicates the readiness and ability of the nation utilizing technology within public administration periscope. Although the Malaysian government has introduced e-government for many years, its acceptance still not very high. Therefore, this paper studies the key factors of Malaysian citizens’ in Sintok, Kedah, a semi- rural area on approval on e-government services based on the Unified Theory of Acceptance and the Use of Technology (UTAUT Model). The survey data was collected from 83% respondents to measure people understanding and awareness toward e-government system. The results show that there is an excellent understanding among Malaysian towards e-government system.
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SAFIAH MAZNORBALIA, Anisa; AIMAN AWALLUDDIN, Muhammad.
Users Acceptance of E-Government System in Sintok, Malaysia: Applying the UTAUT Model.
Policy & Governance Review, [S.l.], v. 5, n. 1, p. 66-81, jan. 2021.
ISSN 2580-4820.
Available at: <https://journal.iapa.or.id/pgr/article/view/348>. Date accessed: 04 may 2026.
doi: https://doi.org/10.30589/pgr.v5i1.348.
Section
Articles
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
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Faezipoura, M., & Ferreiraa, S. (2013). A system dynamics perspective of patient satisfaction in healthcare. Procedia Computer Science, 16, 145â€"156.
Falk, E. B., Berkman, E. T., Mann, T., Harrison, B., & Lieberman, M. D. (2010). Predicting persuasion-induced behavior change from the brain. Journal of Neuroscience, 30(25), 8421â€"8424.
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Igbaria, M., Parasuraman, S., & Baroudi, J. (1996). A motivational model of microcomputer usage. Journal of Management Information Systems, 13(1), 127â€"143.
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Mansour, N. A., Samir, H., Samia, F., & Billal, C. (2016). The Influence of Effort and Performance Expectancy on Employees to Adopt E-Government: Evidence from Oman. International Review of Management and Marketing, 6(4), 930â€"934.
Mensah, I. K. (2019). Factors Influencing the Intention of University Students to Adopt and Use E-Government Services: An Empirical Evidence in China. SAGE Open, 1â€"19.
Moore, G. C., & Benbasat, I. (1991). Development of an instrument to measure the perception of adopting an information technology innovation. Information Systems Research, 2(3), 192â€"222.
Muhammad Abubakar, F., & Hartini, A. (2013). The Moderating Effect of Technology Awareness on the Relationship between UTAUT Constructs and Behavioural Intention to Use Technology: A Conceptual Paper. Australian Journal of Business and Management Research, 3(2), 14â€"23.
Muhammad, O. A., Jouni, M., & Markku, O. (2013). Factors affecting e-government adoption in Pakistan: a citizen’s perspective. Transforming Government: People, Process and Policy, 7(2), 225â€"239.
Muir, A., & Oppenheim, C. (2002). National information policy developments worldwide in electronic government. Journal of Information Science, 28(3), 173â€"186.
Noor, Z. M., Kasimin, H., Aman, A., & Sahari, N. (2011). An adoption model of electronic government services in Malaysia: Electronic labor exchange (ELX). Jurnal Pengurusan (UKM Journal of Management), (33), 87â€"97.
Othman, M. K., Yasin, N. M., & Samelan, N. A. (2012). Factors Influencing the Adoption of E-Services in Malaysia. In The 4th International Seminar on Scientific Issues and Trend (ISSIT BSI 2002): Model, Strategy, and Innovation on a Tech-Enterpreneurship for Development Acceleration In Global Era. East Jakarta, Indonesia.
Reddick, C. G. (2005). Citizen interaction with e-government: From the streets to servers? Government Information Quarterly, 22(1), 38â€"57.
Suki, N. M., & Ramayah, T. (2010). User acceptance of the e-government services in Malaysia : Structural equation modelling approach. Interdisciplinary Journal of Information, Knowledge, and Management, 5, 395â€"412.
Taylor, S., & Todd, P. A. (1995). Understanding information technology usage: A test of competing models. Information Systems Research, 6(2), 144â€"176.
Thomas, J. C., & Streib, G. (2003). The new face of Government: Citizen-initiated contacts in the era of e-government. Journal of Public Administration Research and Theory, 13(1), 83â€"102.
Thompson, R., Higgins, C.,&Howell,J. (1991).Personal computing: toward a conceptual model of utilization. MIS Quarterly: Management Information Systems, 15(1), 124â€"143.
Tony, D. S., & Mohammad, A. (2015). Individual Acceptance of e-Government Services in a Developing Country: Dimensions of Perceived Usefulness and Perceived Ease of Use and the Importance of Trust and Social Influence. Procedia Computer Science, (72), 622â€"629.
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science,. Management Science, 46(2), 186â€"204.
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly: Management Information Systems, 27(3), 425â€"478.
Venkatesh, Viswanath, Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425â€"478.
Voutinioti, A. (2013). Determinants of User Adoption of e-Government Services in Greece and the role of Citizen Service Centres. Procedia Technology, (8), 238â€"244.
Wu, M., Yu, P., & Weng, Y. (2012). A Study on user Behavior for I pass by UTAUT : Using Taiwan ’ s MRT as an example. Asian Pacific Management Review, 17(1).
Zeithaml, V., Berry, L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31â€"46.
Ajzen, Icek. (1985). From Intentions to Actions: A Theory of Planned Behavior. In Action Control (pp. 11â€"39). Springer Berlin Heidelberg.
Ajzen, Icek. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Process, 50, 179â€"211.
Alawadhi, S., & Morri, A. (2008). The Use of the UTAUT Model in the Adoption of E-Government Services in Kuwait. In 41st Hawaii International Conference on Systems Science (HICSS-41 2008) (pp. 1â€"11). Waikoloa, Big Island, HI, USA.
Alraja, M. . (2015). User acceptance of information technology: A field study of an e-mail system adoption from the individual students’ perspective. Mediterranean Journal of Social Sciences, 6(6), 19â€"25.
Bélanger, F., & Carter, L. (2008). Trust and risk in e-government adoption. Journal of Strategic Information Systems, 17(2), 165â€"176.
Brown, M. M., & Brudney, J. L. (2001). Achieving advanced electronic government services: An examination of obstacles and implications from an international perspective. In The National Public Management Research Conference. Blomington.
Cloete, F. (2007). Knowledge Management and Trust in Government : Lessons from South Africa. In 7th Global Forum on Reinventing Government: Building Trust in Government (pp. 26â€"29).
Collier, J. E., & Bienstock, C. C. (2006). Measuring Service Quality in E-Retailing. Journal of Service Research, 8(3), 260â€"275.
Compeau, D., Higgins, C. A., & Huff, S. (1999). Social cognitive theory and individual reactions to computing technology: A longitudinal study. MIS Quarterly: Management Information Systems, 23(2), 145â€"158.
Crosby, P. B. (1979). Quality Is Free: The Art of Making Quality Certain. New York: McGraw-Hill.
Curtis, M. B., & Payne, E. A. (2008). An examination of contextual factors and individual characteristics affecting technology implementation decisions in auditing. International Journal of Accounting Information Systems, 9, 104â€"121.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly: Management Information Systems, 13(3), 319â€"340.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982â€"1003.
DeLone, W. H., & Mclean, E. R. (2003). The DeLone and McLean Model of information systems success: A ten-year update. Journal of Management Information Systems 19(4), 9â€"30. Journal of Management Information Systems, 19(4), 9â€"30.
Dey, P. K., Hariharan, S., & Brookes, N. (2006). Managing healthcare quality using logical framework analysis. Managing Service Quality, 16(2), 203â€"222.
Enrique, B., Achmad, N., Tulus, W., & Ulung, P. (2017). Are government employees adopting local e-government transformation? The need for having the right attitude, facilitating conditions and performance expectations. Transforming Government: People, Process and Policy, 11(4), 612â€"638.
Faezipoura, M., & Ferreiraa, S. (2013). A system dynamics perspective of patient satisfaction in healthcare. Procedia Computer Science, 16, 145â€"156.
Falk, E. B., Berkman, E. T., Mann, T., Harrison, B., & Lieberman, M. D. (2010). Predicting persuasion-induced behavior change from the brain. Journal of Neuroscience, 30(25), 8421â€"8424.
Gant, J. P. (2008). Electronic government for developing countries. Geneva, Switzerland. Retrieved from https://www.itu.int/ITU-D/ cyb/app/docs/e-gov_for_dev_countries- report.pdf
Gupta, B., Dasgupta, S., & Gupta, A. (2008). Adoption of ICT in a government organization in a developing country: An empirical study. Journal of Strategic Information Systems, 17(2), 140â€"154.
Igbaria, M., Parasuraman, S., & Baroudi, J. (1996). A motivational model of microcomputer usage. Journal of Management Information Systems, 13(1), 127â€"143.
Jeong, C. H. @Ibrahim. (2007). Fundamental of development administration. Selangor: Scholar Press.
Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30(3), 607â€"610. https://doi. org/10.1177/001316447003000308
Kumar, V., Mukerji, B., Butt, I., & Persaud, A. (2007). Factors for successful e-government adoption: A conceptual framework. Electronic Journal of E-Government, 5(1), 63â€"76.
Mansour, N. A., Samir, H., Samia, F., & Billal, C. (2016). The Influence of Effort and Performance Expectancy on Employees to Adopt E-Government: Evidence from Oman. International Review of Management and Marketing, 6(4), 930â€"934.
Mensah, I. K. (2019). Factors Influencing the Intention of University Students to Adopt and Use E-Government Services: An Empirical Evidence in China. SAGE Open, 1â€"19.
Moore, G. C., & Benbasat, I. (1991). Development of an instrument to measure the perception of adopting an information technology innovation. Information Systems Research, 2(3), 192â€"222.
Muhammad Abubakar, F., & Hartini, A. (2013). The Moderating Effect of Technology Awareness on the Relationship between UTAUT Constructs and Behavioural Intention to Use Technology: A Conceptual Paper. Australian Journal of Business and Management Research, 3(2), 14â€"23.
Muhammad, O. A., Jouni, M., & Markku, O. (2013). Factors affecting e-government adoption in Pakistan: a citizen’s perspective. Transforming Government: People, Process and Policy, 7(2), 225â€"239.
Muir, A., & Oppenheim, C. (2002). National information policy developments worldwide in electronic government. Journal of Information Science, 28(3), 173â€"186.
Noor, Z. M., Kasimin, H., Aman, A., & Sahari, N. (2011). An adoption model of electronic government services in Malaysia: Electronic labor exchange (ELX). Jurnal Pengurusan (UKM Journal of Management), (33), 87â€"97.
Othman, M. K., Yasin, N. M., & Samelan, N. A. (2012). Factors Influencing the Adoption of E-Services in Malaysia. In The 4th International Seminar on Scientific Issues and Trend (ISSIT BSI 2002): Model, Strategy, and Innovation on a Tech-Enterpreneurship for Development Acceleration In Global Era. East Jakarta, Indonesia.
Reddick, C. G. (2005). Citizen interaction with e-government: From the streets to servers? Government Information Quarterly, 22(1), 38â€"57.
Suki, N. M., & Ramayah, T. (2010). User acceptance of the e-government services in Malaysia : Structural equation modelling approach. Interdisciplinary Journal of Information, Knowledge, and Management, 5, 395â€"412.
Taylor, S., & Todd, P. A. (1995). Understanding information technology usage: A test of competing models. Information Systems Research, 6(2), 144â€"176.
Thomas, J. C., & Streib, G. (2003). The new face of Government: Citizen-initiated contacts in the era of e-government. Journal of Public Administration Research and Theory, 13(1), 83â€"102.
Thompson, R., Higgins, C.,&Howell,J. (1991).Personal computing: toward a conceptual model of utilization. MIS Quarterly: Management Information Systems, 15(1), 124â€"143.
Tony, D. S., & Mohammad, A. (2015). Individual Acceptance of e-Government Services in a Developing Country: Dimensions of Perceived Usefulness and Perceived Ease of Use and the Importance of Trust and Social Influence. Procedia Computer Science, (72), 622â€"629.
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science,. Management Science, 46(2), 186â€"204.
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly: Management Information Systems, 27(3), 425â€"478.
Venkatesh, Viswanath, Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425â€"478.
Voutinioti, A. (2013). Determinants of User Adoption of e-Government Services in Greece and the role of Citizen Service Centres. Procedia Technology, (8), 238â€"244.
Wu, M., Yu, P., & Weng, Y. (2012). A Study on user Behavior for I pass by UTAUT : Using Taiwan ’ s MRT as an example. Asian Pacific Management Review, 17(1).
Zeithaml, V., Berry, L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31â€"46.