Acta Universitatis Danubius. Œconomica, Vol 12, No 3 (2016)

Abstract

Studies have shown that low adoption rate among citizens has been hindering the optimization of e-Government services especially in developing countries. Hence, one of the critical measures that has to be undertaken is to identify and overcome possible barriers to further facilitate a higher rate of adoption.  A multistage stratified sampling was used in this study to collect data from 1000 respondents, both user and non-user residing in the state of Selangor, Malaysia. This state was chosen as to provide a better understanding of low adoption when issues of basic facilities have been successfully overcome.  An exploratory factor analysis was performed to identify latent constructs and seven key factors were identified.  A multiple regression model was subsequently used to analyze significant factors in determining the willingness to use e-Government services. The determinants are language barrier, educational level, secure, format, easy to use, enjoyable, reliable, visual appeal and infrastructure.  The result shows significant variables that act as barriers to adoption are reliable, enjoyable, easy to use, secure, and language used. The constraints pointed out in the open ended questions mainly focus on the issue of accessibility, ease of use and awareness. Overcoming these obstacles is therefore crucial in order to enhance the usage of e-Government services which consequently will improve the quality of public administration in Malaysia.