User acceptance of an electronic recordkeeping system: a case of Sarawak state government / Dayangku Horiah Awang Gani

This thesis reports the findings of a study of users’ acceptance of an electronic recordkeeping system based on the perceived value of records. In spite of the active interest by government organizations in investing in large scale of implementation of electronic recordkeeping systems, many published case studies observed that rates of acceptance and use of these systems by end users were often disappointing. By using the technology acceptance model (TAM) and its extension theoretical framework developed by Lawellen (2015), this study aimed at exploring the determinants of users’ intention to use an electronic recordkeeping system called ERMS in selected public services agencies of the Sarawak State Government with the objectives of (1) to identify the factors that influence a user’s intention to use an electronic recordkeeping system. (2) to determine the relative importance of the factors that influence a user’s intention to use an electronic recordkeeping system. The objectives served the question of what factors influence a user’s intention to use an electronic recordkeeping system. This study employed quantitative method by means of data collected from survey questionnaires of highly structured questions from 171 users of ERMS. The survey design measured the three original TAM constructs model namely effort expectancy, performance expectancy, intention to use and Lawellen’s (2015) three constructs of social influence, perceived power security and perceived value of records with nine hypotheses being tested. The analysis of the structural model findings shows that out of the nine (9) hypotheses tested, only four (H1, H2, H8 and H9) were supported with five (H3, H4, H5, H6 and H7) were not supported. The Sarawak case revealed that the most important constructs (in rank order) were the effort expectancy, performance expectancy and perceived value of records directly affected system used which contradicting to the findings of Lawellen (2015)’s study (in rank order) were the perceived value of records, effort expectancy, and social influence. The Sarawak case study provides evident that the explanatory power of TAM and Lawellen’s model hypothesized interactions of the perceived value of records on users’ acceptance of an electronic recordkeeping system yield different findings local to the different context, environment, organizational structures and the influence of a larger policy of the Malaysian Federal and Sarawak State Government.