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ABSTRACT
This article presents the results of internal end-users' self-assessment on Malaysia's six e-Government flagship
applications. e-Services, e-Procurement, Generic Office Environment (GOE), Human Resource Management
Information System (HRMIS), Project Monitoring System (PMS) and Electronic Labor Exchange (ELX) were the six
flagship applications assessed. The study adopted a cross-sectional survey research approach. Because
e-government projects are still on-going, surrogate measures from the information systems success literature
were used. A total of 437 questionnaires were distributed to non-clerical staff at seven lead implementation
agencies namely the Road Transport Department (RTD), Treasury, the Malaysian Administration Modernisation
and Management Planning Unit (MAMPU), Public Service Department (PSD), Ministry of Human Resources
(MOHR), the Implementation Coordination Unit (ICU) and the Ministry of Health (MOH). The usable response
rate was 29.7%. While there was evidence from internal users' perspective to suggest that the e-Government
applications were generally successful in lead implementation agencies, there is variability in perceived relative
systems success for the flagship applications.
Keywords: e-Government, public management information systems, information systems success
1. INTRODUCTION
NORSHIDAH MOHAMED, PHD
norshidah@iiu.edu.my
Tel: 603-6196 5602
Department of Information Systems
Kulliyyah of Information and Communication Technology
International Islamic University Malaysia
Jalan Gombak, 53100 Kuala Lumpur.
Fax: 603-6196 5179
INTERNAL USERS' SELF-ASSESSMENT OF MALAYSIA'S E-GOVERNMENT
FLAGSHIP APPLICATIONS IN LEAD IMPLEMENTATION AGENCIES
In late 1990s, the Malaysian government introduced eight flagship projects as part of the Multimedia Super
Corridor (MSC) initiatives to spur the growth of information and communication technology in Malaysia.
e-Government was one of the projects. Seven flagship applications were designated as e-Government namely,
e-Services, e-Procurement, Generic Office Environment (GOE), Human Resource Management Information System
(HRMIS), Project Monitoring System (PMS) and Electronic Labor Exchange (ELX). The government entrusted a
particular agency to lead the implementation of each of these applications (see Table 1).
Table 1: Malaysia's e-Government Projects and Lead Implementation Agencies [1]
Malaysia's e-Government Flagship Applications
Lead Implemention Agencies
e-Services
Road Transport Department (RTD)
e-Procurement
Ministry of Finance (MOF)
GOE
Prime Minister's Office and Malaysian
Administration Modernisation and
Management Planning Unit (MAMPU)
HRMIS
Public Service Department (PSD)
ELX
Ministry of Human Resources (MOHR)
PMS
Implementation Coordination Unit at the
Prime Minister's Department (ICU)
e-Syariah
Islamic Justice Department at the Prime
Minister's Department
According to the Ninth Malaysia Plan, the Government spent about RM2.2 billion on the development of information
and communication technology (ICT) for the public sector in 2005 (further reference is available at http://
www.epu.jpm.my/rm9/english/Chapter1.pdf). This figure is projected to grow at a rate of 10% annually. Given the
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already massive spending amount in ICT, internal users'
self-assessment could perhaps shed a new light on
the success of Malaysia's e-Government flagship
applications in lead implementation agencies. This
paper aims to answer the following research question:
What is internal users' self-assessment of Malaysia's
e-Government flagship applications in lead implementation
agencies? This paper is organised into five sections. This
section has introduced the research area. A review of
literature is in Section Two. Section Three presents the
methodology. The findings are available in Section Four.
The last section provides the conclusion.
2. REVIEW OF LITERATURE
Many past studies attempted to measure information
technology (IT) success by quantifying the returns for
each IT investment decision. The use of economic
measures like Return on Investment (ROI), Net Present
Value (NPV) etc. at the organisational level has been cited
as the most common form of IT measures of success [10,
11, 14]. Standard economic and business measures of
increased throughput, productivity gains, financial
payback and return of capital used, are relatively easy to
define in manufacturing environment but have little
meaning in public administration [8]. Measuring IT success
is recognised as a difficult task.
Accordingly, researchers turned to surrogate measures of
IT success. One commonly used surrogate measure is user
satisfaction. User satisfaction refers to the successful
interaction between the information system itself and its
users [2]. User satisfaction provides a significant surrogate
for the critical product of the information system - which
cannot be measured - namely, changes in organisational
effectiveness [18]. The user satisfaction measure has been
used since the 1980s until the present day. As the
development of e-government is still in-progress, for a
start, the user satisfaction measure could be used as a
surrogate measure of system success. Besides user
satisfaction, other measures of information systems (IS)
success include system quality, information quality, use,
individual impact and organisational impact [2]. System
quality is concerned with whether or not there are bugs in
the systems, the consistency of the user interface, ease of
use, response rates in interactive systems, documentation
and sometimes quality and maintainability of the program
code. Information quality is concerned with such issues as
timeliness, accuracy, relevance and format of information
generated by an information system. Use examines the
actual use of information systems and the extent of use
of information systems in the users' jobs. Individual
impact examines the effect of the information system
on the users' performance. Organisational impact is
concerned with the influence of the information system
on overall organisational performance. The DeLone and
McLean (1992) model had been used in many settings
like education and business but not in e-Government
environment. Since DeLone and McLean (1992), several
researchers had added new variables [12, 13], combined
existing variables [5, 6, 9] or changed causal paths [12].
With the increasingly pervasive use of the Internet as
well as theoretical and empirical contributions made
by other researchers since the published article in 1992,
DeLone and McLean (2003, 2004) consequently updated
their earlier model. There are six measures in the
updated model: system quality, information quality,
service quality, use, user satisfaction and net benefits.
System quality in the internet environment is
concerned with usability, availability, reliability,
adaptability and response time. Information quality is
concerned with content issue such as personalisation,
complete, relevant, easy to understand and secure. Service
quality refers to the overall support delivered by the IS
department (IT divisions in lead implementation agencies
for this study) or Internet service provider if services are
outsourced. The service orientation approach was
borrowed from the service operation SERVQUAL
instrument [17]. There are five elements:
a. Tangibles - appearance of physical facilities,
equipment, personnel and communication materials
b. Reliability - ability to perform the promised service
dependably and accurately
c. Responsiveness - willingness to help customers and
provide prompt service
d. Assurance - knowledge and courtesy of employees
and their ability to convey trust and confidence
e. Empathy - caring, individualized attention which
the organisation provides to its customers.
Usage measures everything from a visit to a Web site
and navigation within the site to information retrieval
and execution of a transaction. User satisfaction measures
customers' opinions of an e-Commerce system. Net benefits
capture the balance of the positive and negative impacts
of e-Commerce, suppliers, employees, organisations,
markets, industries, economies and even society as a whole.
This study adopted the DeLone and McLean (2003, 2004)
up-stream model of information systems success. Two
measures from the DeLone and McLean (2003, 2004)
up-stream model are excluded: use and net benefits.
Firstly, the usage variable is omitted on account that
the measurement of usage in the past has raised
various complexities. Although perceived usefulness has
been used in previous studies to replace use where
this variable has shown to influence user satisfaction
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Figure 1: Pie Chart of Usable Responses by Agencies
MOH 8.5%
RTD 6.9%
ICU 16.9%
PSD 25.4%
MOHR 13.8%
MAMPU 18.5%
Treasury 10.0%
[6, 7, 13], this study has dropped the perceived
usefulness variable. Information quality and system
quality variables have been shown to refer to object-
based beliefs while usefulness and ease of use were
referred to as behavioral beliefs [16]. Behavioral beliefs
form the foundations for the Technology Acceptance
Model (TAM). On the other hand, system satisfaction
was referred to as object-based attitude [16]. Thus,
based on Wixom and Todd (2005), mixing object-based
beliefs and behavioral beliefs appears to potentially
lead to a conceptual flaw in the information systems
success model; and hence the decision to drop the
perceived usefulness construct [9]. Secondly, the net
benefits are dropped as the study was confined to only
internal end-users' perspective.
3. RESEARCH METHODOLOGY
The study adopted a cross-sectional survey and self-
administered procedure. All e-Government flagship
applications as listed in Table 1 were the target for
evaluation except e-Syariah. e-Syariah was in the process
of roll-out at the point of data collection (refer to http://
www.jksm.gov.my/web/template/esyariah.php). The
population refers to all internal staff who use the electronic
government flagship applications at lead implementation
agencies in Klang Valley and Putrajaya, Malaysia. The
estimated number of population is within the range of
600 and 700. Targeted respondents were e-Government
flagship applications internal users at non-clerical level.
A sampling frame was formulated based on available
telephone directories and web sites. Where job
designations were indicated in telephone directories,
clerical level staffs were omitted from the sampling frame.
Thus, the sampling units were actually made up of only
non-clerical staffs. In compliance with Malaysia's
government agencies' procedure for participation of their
staff in survey research and also in maximising response
rate, the researcher only sent the survey questionnaire to
offices of directors and/or deputy directors of users' and
technical divisions.
Recognising the complexity to measure IT success by
quantifying the returns for each IT investment decision,
this study thus used measures of user satisfaction,
system quality and information quality that were
borrowed and adapted from Seddon and Kiew (1996).
Respondents were required to evaluate agreement to
statements that used a seven-point Likert scale. A
seven-point represents "strongly agree" while a one-
point represents "strongly disagree". Measures of service
quality were borrowed and adapted accordingly from
Sherman (1997). Respondents were required to evaluate
agreement to statements that used a seven-point Likert
scale. A seven-point represents "strongly agree" while a
one-point represents "strongly disagree". Fifteen
questionnaires were distributed to senior members of
academic staff and doctoral students of the Kulliyyah of
Information and Communication Technology at the
International Islamic University Malaysia for pretest. 30%
responded and the feedback was incorporated
accordingly. A pilot test was conducted using the
improved version of the survey instrument based on the
pretest. A total of seventy survey questionnaires were
then distributed in a pilot test to three government
agencies namely MOHR, MAMPU and PSD. There were no
items required for revision on those questions.
4. FINDINGS
A total of 437 questionnaires were distributed between
December 2004 and March 2005 to non-clerical staff at
seven lead implementation agencies namely the RTD,
Treasury, MAMPU, PSD, MOHR, ICU and MOH. MOH was
included as a lead implementation agency as listed in
PSD's news bulletin. The number of usable response
was 130; yielding a usable response rate of 29.7%. Figure
1 shows the usable response by agencies.
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Out of the total 130 usable questionnaires from seven lead implementation agencies, PSD emerged the highest in
contribution of usable questionnaires, that is, at 25.4%. RTD was the lowest contributor in usable questionnaires among the
agencies at 6.9%. The contribution by non-usable responses were for the following reasons:
a. The nature of respondent's job did not entail them to use the systems to support daily operation in
interacting with either citizens or other government agencies
b. Officers did not yet use the systems as their operational unit was just being established and no access to
systems was yet given during the data collection process
c. During the period of data collection, officers were not at the office as they were posted outstation
d. Officers were recently transferred to other agencies
e. More than 25% of the total expected responses in a questionnaire were omitted.
Table 2 shows the breakdown of usable responses for each application system.
The majority of the usable responses were on HRMIS, while the fewest number of usable responses were on
e-Services. A t -test was performed between HRMIS and other applications; there were no significant differences
between HRMIS and the others. Subsequently, a t -test was conducted to check for non-response bias. It was found
that there were no significant differences. t -tests were also conducted to check for differences among end users'
gender and two groups of education level. It was found that there were no significant differences in gender and
education level. A one-way ANOVA was performed for end users' age. Three groups were identified namely:-
a. Below 29 years old
b. Between 30 and 39 years old
c. More than 40 years old.
The analysis of variance revealed non-significant differences among these age groups.
5. PROFILE OF RESPONDENTS
Table 3 shows the profile of respondents.
Table 3: Profile of Respondents
Characteristics
Item
Frequency
Percentage
Gender*
Male
64
49.2
Female
64
49.2
Age Group*
20-29
51
39.2
30-39
35
26.9
40-49
28
21.5
Over 49
15
11.5
* Missing Responses
Education Level
Upper secondary education
(MCE/SPM/GCE O level)
7
5.4
Table 2: Breakdown of Usable Responses by Each Application System
Application Number of Usable Responses
e-Services
11
PMS
24
GOE
22
HRMIS
42
ELX
17
e-Procurement
14
Total
130
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Diploma/certificate/HSC/STPM
23
17.7
Bachelor's degree
77
59.2
Master's degree
21
16.2
Others
2
1.5
Job Level
Executive/top management
6
4.6
Middle management
74
56.9
Technical and professional
35
26.9
Supervisory
1
.8
Administrative & Support
14
10.8
In terms of gender, the proportion of male and female respondents was equal. In terms of age group, 39% of the
total respondents were between the age of 20 and 29 with the remaining (60.4%) 30 years and over. The majority
of respondents (76.9%) had at least a Bachelor's degree. A high proportion of them (89.2%) occupied management
and technical positions. Based on the predominant age group that is above 30 years of age, educational background
and job level, it could be implied from these figures that the respondents would be generally familiar with management
evaluation process.
6. RELIABILITY ANALYSIS OF MEASURES
Reliability analysis was performed for all the measures (see Table 4).
Table 4: Reliability Analysis
Measures
Cronbach's Alpha
User Satisfaction (number of items: 4)
.929
System Quality (number of items: 5)
.931
Information Quality (number of items: 10)
.950
Service Quality (number of items: 9)
.954
Tests of internal consistency (Cronbach's alpha) were conducted to assess the reliability of each of the scales used.
All of the measures included in the questionnaire show adequate levels of internal consistency and reliability. The
internal reliability for the measures ranges from .929 for the measure of user satisfaction to .954 for the measure of
service quality. The findings of this study support those of previous studies [13, 15].
In order to understand the strength of the relationship between the measures, correlation analysis was conducted
(see Table 5).
Table 5: Correlation Analysis
User
System
Information
Service
Satisfaction
Quality
Quality
Quality
User Satisfaction
1
.721**
.757**
.475**
System Quality
.721**
1
.589**
.380**
Information Quality
.757**
.589**
1
.485**
Service Quality
.475**
.380**
.485**
1
**Correlation is significant at the 0.01 level (2-tailed)
Table 5 shows that all the variables are correlated to each other. There is a strong correlation between:-
a. User satisfaction and system quality
b. User satisfaction and information quality.
The remaining relationships show modest strength. This finding supports those of previous studies [13, 15].
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7. PROFILE OF MEASURES
Table 6 shows the profile of the user satisfaction, system quality, information quality and service quality measures.
Table 6: Profile of Measures
Measures
Mean
User Satisfaction
The e-Government system adequately meets the information processing needs of
my area of responsibility.
4.92
The e-Government system is efficient.
4.69
The e-Government system is effective.
4.77
Overall, I am satisfied with the e-Government system.
4.69
Average user satisfaction score
4.77
System Quality
The e-Government system is easy to use.
5.03
The e-Government system is user friendly.
4.74
Compared to other computer software, the e-Government systems is easy to learn.
4.88
I find it easy to get the e-Government systems to do what I want it to do.
4.58
It is easy for me to become skilful at using the e-Government system.
4.77
Average system quality score
4.80
Information Quality
The output is presented in a useful format.
4.80
I am satisfied with the accuracy of the system.
4.49
The information is clear.
4.89
The e-Government systems is accurate.
4.66
The e-Government systems provides sufficient information.
4.85
The e-Government systems provides up-to-date information.
4.56
I get the information I need in time.
4.58
The e-Government systems provides reports that seem to be just about exactly what I need.
4.30
The system provides the precise information I need.
4.47
The information content meets my needs.
4.58
Average information quality score
4.62
Service Quality of IT Divisions
Give prompt service. (measures responsiveness)
4.89
Are always willing to help. (measures responsiveness)
5.24
Are consistently courteous to me. (measures assurance)
5.01
Have the knowledge to answer my questions. (measures assurance)
5.05
Give me personal attention. (measures empathy)
4.81
Understand my needs and those of my work group. (measures empathy)
4.93
Deliver when they promise to do something. (measures reliability)
4.82
Show sincere interest in solving problems encountered by myself
or others in my work group. (measures reliability)
4.96
Perform services right the first time. (measures reliability)
4.88
Average service quality score
4.953
All variables that measure user satisfaction show that the mean is above 4.0. The average score for user satisfaction is also
above 4.0 (mean=4.77). Generally, the majority of users were satisfied with the e-Government flagship applications. For
system quality, all variables that measure it show that the mean is above 4.0. The average score for system quality is also
above 4.0 (mean=4.80). Generally, the majority of users who responded to the survey perceived that the e-Government
flagship applications had system quality value. All variables that measure information quality show that the mean is above
4.0. The average score for information quality is also above 4.0 (mean=4.62). The majority of users who responded to the
survey perceived that the e-Government flagship applications had information quality value. Similarly, all variables that
measure service quality show that the mean is above 4.0. The average score for service quality is also above 4.0 (mean=4.953).
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Generally, the majority of users perceived that they were receiving quality services from IT divisions in lead implementation
agencies. The IT divisions in lead implementation agencies were evaluated higher for responsiveness and assurance than
in other service characteristics (e.g. reliability and empathy).
8. A COMPARATIVE STUDY OF THE SIX APPLICATION SYSTEMS
In order to assess the relative success of the six application systems within the study, an analysis of how each
application system performed on each of the four measures was undertaken. The mean score for application system
was computed and the results are shown in Table 8. The data in Table 7 are shown graphically in a radar diagram
(Figure 2) as departures from the overall mean of each of the four measures.
Table 7: e-Government Flagship Application System on Four Measures
Application System
Success Measures
User
System
Information
Service
Satisfaction(1)
Quality(2)
Quality(3)
Quality(4)
e-Services
4.07
4.36
4.33
5.12
PMS
5.57
5.33
5.03
5.38
GOE
4.83
4.44
5.12
5.07
HRMIS
4.54
4.67
4.41
4.72
ELX
4.97
5.06
4.18
5.07
e-Procurement
4.27
4.87
4.54
4.47
Total Mean
4.77
4.80
4.62
4.88
Figure 2: Radar Diagram Depicting Relative Application System Performance on Four Dimensions
4
(Service Quality)
2
(System Quality)
3 (Information Quality)
1 (User Satisfaction)
1.00
0.80
0.60
0.40
0.20
-0.40
-0.60
-0.80
0.00
-0.20
HRMIS
ELX
GOE
PMS
e-Procurement
e-Services
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Figure 2 shows that the PMS outperformed the mean
score in all four measures. At the other extreme, the mean
scores for all measures of HRMIS were below the total
mean scores. Based on results in Table 8, a further t -test
analysis was run to identify the differences that could
exist on each item among the two groups namely group
1 which was designated as having scores below the total
mean and group 2 having scores above the total mean
for each different item in the measures. It was found that
there is significant difference for the majority of items
(93% of total items). This suggests to us that while internal
users generally perceive the systems as successful, there
is variability across each application.
9. DISCUSSION AND CONCLUSION
This paper began with the research question:
What is internal users' self-assessment of Malaysia's
e-Government flagship applications in lead
implementation agencies?
In order to answer the above research question, the
study had used the DeLone and McLean (2003, 2004)
up-stream model of information systems success to
assess Malaysia's flagship applications. The research
findings demonstrate that internal users in lead
implementation agencies were generally satisfied with
Malaysia's e-Government systems. The majority of users
who responded to the survey perceived that the
e-Government flagship applications had system and
information quality value for them. Additionally, the
internal users perceived that staff in IT divisions at
lead agencies rendered the necessary services to
support the e-government initiatives. In particular, their
assessment was higher for responsiveness and
assurance features of service quality. It can be concluded
from this study that the e-Government flagship
applications at implementation agencies were
successful from the internal users' perspective. However,
there is variability in perceived relative success for each
system. A low assessment in information quality could
perhaps suggest to us that the flagship application
did not generate adequately relevant and timely
information that users may need to support their daily
job functions. A low assessment in efficiency could
probably indicate that the application did not fulfill
completely the goals set out when the e-Government
project was first initiated, or there could still be bugs
with the application. This research contributes to
theoretical knowledge in that the findings from
correlation analysis show that the up-stream model of
information systems success can be used to evaluate
Malaysia's e-Government flagship applications.
Furthermore, the measures show internal consistency
in Malaysia's public sector; which support previous
studies in the information systems body of knowledge.
In terms of practical contribution, the research has:-
a. Enhanced our knowledge and understanding in
the status of Malaysia's flagship applications at least
from the internal users' perspective as to the best
of the author's knowledge there has been no similar
published articles before.
b. It provides us with a base of evidence for the first
step in continuous improvement for the flagship
applications.
The tools used could give public managers the basis to
perform a benchmark amongst the different flagship
applications and therefore to help them in further
assessing the issues of user satisfaction, system quality,
information quality and service quality of IT divisions that
internal users are facing with each day in implementation
agencies with regard to the use of the system. Public
managers in Malaysia's lead agencies may undertake a
review on the gap between internal users' initial
expectations of each flagship application and its current
offerings of the e-Government systems to further drill
down to the source of this variability. The following
limitations of the study are acknowledged:
a. The study examined only the perspective of internal
users' in lead implementation agencies
b. The survey research approach only identified
variability that exists among users of PMS, ELX, GOE,
e-Services, e-Procurement and HRMIS.
Future studies should strive to examine internal users in
other than at lead implementation agencies or external
users' perspectives such as business owners for
e-Procurement applications or citizens who are job
seekers for ELX application. Also, future studies could take
on case studies and interview approaches to understand
reasons or specific issues that account for variability in
users' perception of each flagship application.
10. ACKNOWLEDGMENT
1. This research is supported by research grant
number: IIUM/PERJ/4706 dated 8th February 2005.
2. The researcher expresses appreciation to Husnayati
Hussin, PhD and Ramlah Hussein, PhD, Raja Malek
Raja Mohamed, PhD and Mohd Adam Suhaimi, PhD
for helpful comments and guidance throughout the
journey of this research.
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