Evaluating the digital literacy of e-government service usage in urban Malaysian communities

Abstract

This journal article presents a comprehensive assessment of digital literacy levels in metropolitan Malaysian populations as they engage with e-government services. In an increasingly digitalized world, e-government services play a critical role in providing key public services to residents, making it critical to measure end-user digital literacy. This study adopts a quantitative survey to examine the digital literacy of urban Malaysians and its influence on their use of e-government services. The findings of the study demonstrate diverse levels of digital literacy within Malaysian urban groups, which are impacted by characteristics such as age, education, and socioeconomic position. The study reveals the unique digital skills and knowledge gaps that impede successful participation in e-government services, giving insight into the difficulties that users encounter. Furthermore, the study discusses the significance of these findings for government policies and programs targeted at boosting digital literacy and e-government service accessibility. The study's findings are significant for policymakers and e-government service providers seeking to bridge the digital gap and provide fair access to public services. This research leads to the development of more user-friendly and inclusive e-government services, eventually enhancing public engagement, trust, and involvement in Malaysia's digital governance environment by solving the identified digital literacy difficulties.