Evaluating Perceived Quality Of E-Government Services In Urban Malaysian Communities

Abstract

In Malaysia, e-government, or digital government services, are becoming more and more common, especially in urban regions. The non-probability convenience sampling approach was employed in this thesis to gather information from Kampung Baru, Kuala Lumpur, people. By digitising processes, documentation, and services, these services give citizens access to government data and services via web-based apps. The degree to which citizens' demands are met and these services are deemed efficient depends on how well they are viewed. The way the local populace views and uses these services, however, is deficient. There is a substantial correlation between the use of e-government services and the perceived quality of those services, according to a study that looked at the relationship between e-government service placement and consumer behaviour in Malaysian cities. The theory that was used is Theory Acceptance Model (TAM). The government should increase customer happiness, enhance the quality of the information provided, improve the usability of the services, safeguard users' private information, encourage more people to utilise e-government services, and keep an eye on the efficacy and quality of these offerings in order to raise the perceived level of quality of these services. A more transparent and responsible government as well as more citizen participation and public service delivery could result from putting these recommendations into practise.