Evaluating the Digital Literacy of E-Government Services Usage in Urban Malaysian Communities

Abstract

The study aims to investigate the influence of e-government service accessibility and trust in the government on the usage patterns of urban communities in Malaysia. The research model integrates the Technology Acceptance Model, digital literacy, accessibility, awareness, perceived service quality, and trust in government. The study focuses on the residents of Kampung Baru, Kuala Lumpur, spanning various age groups. A Google Form survey was administered to gather data. The results indicate that factors such as accessibility, awareness, and trust in the government significantly contribute to the utilization of e-government applications among the surveyed population. This underscores the importance of addressing these factors to enhance the effectiveness of electronic government services and meet the needs of urban communities in the digital era.