User satisfaction toward electronic services (e-services) in Sungai Petani Municipal Council / Nor Julia Syahira Abd Aziz and Siti Munirah Mahadi

This research studied about the user satisfaction towards electronic services (e-services) provided by Sungai Petani Municipal Council (MPSPK). User satisfaction can be define as a feel of pleasure when the user able to get what they predict from the service provided (Smeran, 2017). The aim of this study is to measure the level of the user satisfaction and the factor that influence the user satisfaction. There are three independent variable that was investigate in this current study which are accessibility, trust and content quality. This study also measure how far these independent variable contribute to the user satisfaction through the level of strength by Ratner (2009). However, the questionnaire had been distributed by the researcher in order to get the data of the respondents and the total respondent involve in this study is 249. All the data also had been analysis by using the statistical method. Throughout the analysis, the researcher found that, the variable that contribute most to the user satisfaction is trust.