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Investigating the Nature of Expectations and Its Influence on Attitudes Towards Malaysian Government E-Services

Investigating the Nature of Expectations and Its Influence on Attitudes Towards Malaysian Government E-Services
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Author(s): Meng Seng Wong (Business School, University of Nottingham, Malaysia) and Stephen Jackson (Ontario Tech University, Canada)
Copyright: 2021
Volume: 17
Issue: 1
Pages: 17
Source title: International Journal of Electronic Government Research (IJEGR)
Editor(s)-in-Chief: Nripendra P. Rana (University of Bradford, United Kingdom)
DOI: 10.4018/IJEGR.2021010103

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Abstract

This paper investigates the nature of expectations and its influence on attitudes towards government electronic services (e-services) in Malaysia. Based on a discussion of findings from in-depth focus group studies with government providers and users of e-services in Malaysia, a conceptual model is devised which explores both the extrinsic and intrinsic forces (in the form of e-government stimuli) influencing the articulation and actualization of stakeholder expectations, which can sway attitudes toward e-services. Key contributing factors (e.g., technological issues, managerial/institutional challenges, resource constraints, user needs), which have inhibited the extent of benefits realization when using e-services are explored. The model also introduces the concept of situational context—the importance of considering e-services in relation to its specific setting or circumstances at play.

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