Pembangunan model penerimaan dan penggunaan e-khidmat Awam berdasarkan utaut / Mohd Khalit Othman
In simple words, e-Service is defined as the use of technology and electronic channels including kiosks and internet to facilitate the delivery of information and public services between government and public. In line with technological developments in the ICT era, e-Service application of Electr...
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| Format: | Thesis |
| Published: |
2016
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| Subjects: | |
| Online Access: | http://studentsrepo.um.edu.my/6245/1/khalit.pdf http://studentsrepo.um.edu.my/6245/ |
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| Summary: | In simple words, e-Service is defined as the use of technology and electronic
channels including kiosks and internet to facilitate the delivery of information and public
services between government and public. In line with technological developments in the
ICT era, e-Service application of Electronic Government (EG) has played a very important
role in various aspects of the delivery of information and public services, particularly in the
public sector and citizens. There are many studies that have examined the factors of success
and acceptance of the use of e-Service (e-Service adoption factors) in general, but very less
research focused on success factors for the use and acceptance in e-Service of Electronic
Government (EG) or public sector (public eServices) in Malaysia. Due to the lack of
research focusing on these aspects, the main objectives of this study were: i) to identify the
adoption factors of Public e-Service system and the relationship between these factors, ii)
to study the suitability of UTAUT model elements to the adoption behaviour of Public eService System, and iii) to develop a eService adoption model for Electronic Government
(EG) or public sector. Adoption factors of this model can be identified through the
literature study and findings of the analysis from research data.
UTAUT theory has been applied in this research as a research theory while
quantitative methodologies have been used as a research approach by involving the
measurement of data using Likert scale from 1-7, where a set of questionnaires as the main
instrument to collect data. Besides that, the method of deductive and inductive reasoning
also used in this study especially for generating hypotheses. In total, there are 5 main
phases in this study. The first phase is preliminary investigation analysis involving problem
definition, document analysis and review of previous studies. The second phase is a pilot
studies that involving the construction and management of a questionnaires set. The third
phase is the phase of data collection based on a questionnaire technique to get the adoption
factors of Public eService. A total of 436 set questionnaires were successfully collected
from over 1000 respondents for analysis using SPSS IBM package, version 21. The fourth
phase is the phase of data analysis using SPSS package. Data analysis that was done such
as an exploratory factor analysis (EFA) to get the value of KMO and Bartlett's Test;
reliability analysis to get Alpha Cronbach value; frequency analysis to obtain the mean
value and standard deviation; normality and correlation analysis as well as goodness of fit
analyisis for verification hypotheses by using analysis test of Kruskal Wallis statistics to
see the chi-square value and p-values (Sig. value). The fifth phase which is model
testing/verification phase and the presentation of study reports. Model testing/verification is
using a mathematical formulation by using mathematical induction. The results from this
proving, shown that the mathematical model for proposed model which is
E XeKhidmat
is
true for
i 1,2,
,11
where
i
e
is the building blocks for E that is ei is element for E that
representing ‘adoption factors of the public eService’ and XeKhidmat represents ‘acceptance
and use of the public eService system’.
The findings from the data analysis shown research instrument is very reliable with
the value of Cronbach’s alpha > 0.9, instrument item are factorable with the value of
Bartlett's Test > 0.75 and the sample size is large enough to produce results/possible
solutions (with the value of KMO > 0.7) and there is a significant relationship between
research model elements with the hypothesis testing and correlation values for each
vii
element of the model were above .35**. The result of all these values have suggested that
elements of the proposed research model that was developed in this study are acceptable. In
addition, the results from data analysis and model testing/verification by using
mathematical induction techniques have shown that; i) there are 11 factors that affect the
adoption of public eService for Electronic Government (EG), ii) research model is valid
and fit with 11 elements as success factors of the adoption of the public eService system
and iii) the use of UTAUT theory is appropriate and can be used/applied in Malaysia
environments to look at the factors that influence (the successful) the adoption of the public
eService system.
The main contribution of this research is the development of the adoption model of
the public eService for Malaysia Electronic Government (EG) that consists of 11 key
elements as adoption factors of the public eService, namely as the cooperation and support,
social and cultural awareness, trustworthiness/usability of ICT , user characteristic, service
quality, customer satisfaction, system design/web, ICT infrastructure, government
commitment, legislation and policies, and the influence of top management. This research
has also shown that UTAUT theory can be used/applied to look at the adoption factors of
public eService in Malaysia. In addition, this research will add the information knowledge
(finding) by filling the gaps of the literature review, particularly relevant with the adoption
of the public eService system for e-government in Malaysia. |
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