An Adoption Model of Electronic Government Services in Malaysia: Electronic Labor Exchange (ELX) (Model Ambil Guna Perkhidmatan Kerajaan Elektronik di Malaysia: Pasaran Buruh Elektronik (ELX))

This paper examines factors influencing adoption of electronic government services among end-users of Electronic Labor Exchange (ELX) in Malaysia. The objective of the paper is to understand how end-users perceived e-Government as a primary government interaction channel and the factors that affect their level of usage. The proposed adoption model integrates a number of measurement criteria such as, system quality, information quality, security, efficiency, satisfaction, usage and system’s benefits adapted from previous studies. To gauge the relationships between these constructs, several statistical analysis techniques such as factor analyses and Structural Equation Modeling (SEM) were conducted. The study finds that both information quality and efficiency positively affect satisfaction; security positively affects usage; and both usage and satisfaction positively affect benefits. However, the results of the study reject the hypotheses that the other two service quality components namely usability and functionality, and security positively affect satisfaction. The results also reject the hypotheses that service quality (efficiency, functionalty, and usability), information quality and satisfaction influence usage. The results implied the urgent need to improve eGovernment services in terms of functionality, usability, security in order to improve end-users’ satisfaction, usage and long-term loyalty to the system.