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Jurnal Ekonomi Malaysia

46 (2) 2012 55 – 62

Menguji Tahap Kepuasan Perkhidmatan eKerajaan dengan Pendekatan Model Integrasi
Testing the Level of Satisfaction of eGovernment by using the Integrated Model Approach

Pusat Pengajian Ekonomi
Fakulti Ekonomi dan Perniagaan
Universiti Kebangsaan Malaysia
43600 Bangi Selangor
MALAYSIA

hajar@ukm.my

Pusat Pengajian Ekonomi
Fakulti Ekonomi dan Perniagaan
Universiti Kebangsaan Malaysia
43600 Bangi Selangor
MALAYSIA


Pusat Pengajian Ekonomi
Fakulti Ekonomi dan Perniagaan
Universiti Kebangsaan Malaysia
43600 Bangi Selangor
MALAYSIA


Fakulti Teknologi dan Sains Maklumat
Universiti Kebangsaan Malaysia
43600 Bangi Selangor
MALAYSIA


Abstract

Previous studies have cited that low level of satisfaction is one of the main reasons why eGovernment services have not been fully optimized. By using the integrated model approach, this study aims to identify factors that significantly influence satisfaction level among eGovernment users in Malaysia. Based on 949 respondents interviewed in Selangor, the structural equation model (SEM) shows a highly statistically significant goodness-of-fit for the model. Satisfaction is differentiated into two distinct categories which are level of satisfaction associated with eGovernment information (INFOSATIS) and level of satisfaction associated with eGovernment system (SYSSATIS). Information quality construct (INFOQUAL) is measured by 4 items, while system’s quality (SYSQUAL) is measured by 5 items. Positive and significant structural relationship exist between information quality and satisfaction, system quality and satisfaction, system quality and the quality of information provided by the service. Satisfaction level can be taken as an indicator of good performance. Gaps between what is available and what is needed could be refined so that the use of these services continues to increase among citizens.

Keywords

eGovernment; integrated model approach; user satisfaction
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Idris, , Kasimin, , Noor, , & Sahari, (2012). Menguji Tahap Kepuasan Perkhidmatan eKerajaan dengan Pendekatan Model Integrasi. Jurnal Ekonomi Malaysia, 46(2), 55–62.

@article{Idris2012menguji,
  title={Menguji Tahap Kepuasan Perkhidmatan eKerajaan dengan Pendekatan Model Integrasi},
  author={Idris, Siti and Kasimin, Hasmiah and Noor, Zulridah and Sahari, Noraidah},
  journal={Jurnal Ekonomi Malaysia},
  volume={46},
  number={2},
  pages={55—62},
 

year={2012},
}

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