The influence of perceived characteristics among citizen on the intention to use e-services in local government / Nur Shaida Fariza Hamdan

Malaysia has implemented e-Government services since 1996 that was initiated by the development of Multimedia Super Corridors (MSC) in order to improve the service delivery in the public sector that aligns with the development of the information and communication technology (ICT). However, the public has demanded to the local authority to implement innovative services to fulfill their needs and demands in achieving the best community development. Thus, the government has introduced eServices in each local government. Unfortunately, there was a lack of involvement of the public in e-Services because some issues such as issue of internet coverage, security issue, the ease of internet users, lack of trust, the system was complex, and the website was not user friendly. This has been approved by the statistical reports in several local governments about the contribution of the public in the e-Services. Thus, the aimed of this study is to identify the influence of perceived characteristics among the citizen on the intention to use e-Services in Local Government. This study adopted Technology Acceptance Model (TAM) that is proposed by Davis (1989). Klang Municipal Council was selected as a scope of study and 377 questionnaires was distributed to their customer. The findings of this study revealed that perceived usefulness and perceived ease of use have a positive correlation with the intention to use e-Services in Local Government. It also found that perceived usefulness was the most influential factor that contribute to the intention to use e-Services in Local Government.