Measuring public satisfaction on the e-government services: A case study in Shah Alam, Selangor / Muhammad 'Izzat Bahauddin Zulkipli

Nowadays, e-government is one of the important element in increasing the efficiency of the service delivery from the government. Study on the implementation of ICT in the government organizations have been broadly studied however such research unfortunately is still not much amongst developing country including Malaysia. Additionally, there were only a small number of research that have evidently revealed the connections amongst different elements that lead to the public satisfaction of the e-government services. Moreover, existing literature on e-government in Malaysia is mostly about the assessment of e-government portals and factors affecting adoption or use intentions. Hence, the main purpose of this research is to measure the public satisfaction on the e-government services in Malaysia. In this study, the researcher use two model which is the EGOVSAT or the e-government satisfaction model and also the EGOVQUAL model which is the e-government quality model. Both model were adopted from previous researcher that were being used in previous study. The reason on the inclusion of the e-government quality model is because it is being said that quality and satisfaction is related to each other. This research were conducted in the capital of Selangor which is Shah Alam as the city have the most number of internet user all over Malaysia adopting a quantitative method approach with a purposive sampling and convenience sampling of 127 respondents. Data collected were analyzed using Pearson correlation test and multiple regression tests. The study focuses on the relationship between the EGOVSAT and EGOVQUAL model towards the public satisfaction on the e-government services among people in Shah Alam. This study has discovered that there is a positive relationship between EGOVSAT and EGOVQUAL model towards the public satisfaction. Besides, current study has proven that EGOVSAT model is the most contributing model in measuring public satisfaction among the public in Shah Alam. In this study, there are a few limitations which are limited respondent, models used and no specific e-government service. Thus for future study, they should expand more their scope, use other models and focus on specific e-government service in their study.