E-Government in Malaysia : a study on user adoption of e-Services / Noor Dalila Noor Rashid

This research studied the E-Govemance, E-Govemment and E-Services in
Malaysia with emphasis given on E-Services adoption. What makes people adopt and
use the E-Services has not been researched deeply. This study aims to fill this gap. The
objectives of this research are to determine the drivers and inhibitors of E-Services
adoption, to determine the adoption level of E-Services, and to develop an E-Services
adoption model. Based on extensive literature review, eight factors that drives and
inhibit adoption had been identified and E-Services adoption model was developed. The
model was tested using a survey of 171 users of E-Services in Malaysia. The survey was
carried out using convenience sampling method and through e-mails. Model developed
was used to determine the relationship between factors such as Relative Advantage,
Compatibility, Tnalability, Observability, Complexity, Security Concern, Privacy
Concern, and IT Illiteracy with adoption. A Pearson's Correlation Coeffiecient analysis
showed that all the eight factors have influence in E-Services adoption with four factors
which are Relative Advantage, Compatibility, Trialability, and Observability positively
related to adoption whilst another four negatively related to adoption. The factors that
negatively associated with adoption are Complexity, Security Concern, Privacy
Concem,and IT Illiteracy. Supported by the analysis result, an E-Services adoption
model was proposed. This research concludes with discussion of these results, study
limitations, and recommendations for future research directions.