Satisfaction with E-Government Portals: Perspective of Senior

Citizens

Ching Seng Yap

, Rizal Ahmad

, Cordelia Mason

and Farhana Tahmida Newaz

Faculty of Business, Curtin University, Malaysia, Miri, Malaysia

Graduate School of Business, Universiti Tun Abdul Razak, Kuala Lumpur, Malaysia

Independent Researcher, Kuala Lumpur, Malaysia

Keywords: E-Government Portals, E-Government Services, Perceived Value, Social Influence, Senior Citizen

Satisfaction, Continuous Use Intentions, Malaysia.

Abstract: This study aims to investigate the level of user satisfaction with the services provided by e-government

portals and to examine the effect of perceived value and social influence on senior citizens’ satisfaction and

their continuous use intentions. Through a questionnaire survey, primary data are collected from 123 senior

citizens who use e-government portals. The findings show that senior citizens are moderately satisfied with

the services provided by e-government portals and positive on their continuous use intentions. E-

government portals in the area of health and tourism are used more heavily than others. Both perceived

value and social influence relate positively with senior citizens’ satisfaction, but perceived value has a

relatively stronger effect on satisfaction than social influence. Senior citizens’ satisfaction also positively

affects their continuous use intentions of e-government portals. The findings enhance the understanding of

e-government portals that senior citizens consider valuable and additionally, highlight the role of social

influence in affecting their satisfaction and subsequently their continuous use intentions.

1 INTRODUCTION

Electronic government (e-government) initiative was

first introduced in Malaysia in 2004 and it is

enjoying a high rate of adoption. Information and

communication technology (ICT) has become

increasingly ubiquitous; and in view of that the

research chooses to focus on expanding its breadth

and depth by capitalising on the latest Web 2.0

applications and mobile technology. With Web 2.0

applications, users can perform real-time

interactions with other users within their online

communities. Active user behaviours such as the

searching for information, evaluating alternatives,

making online decisions, and sharing of experience,

are influenced by how they perceive the value they

gained from using those applications and others who

they regard as important people. In the context of e-

commerce, the role of perceived value and social

influence in shaping consumer behaviour has been

widely researched in the e-commerce context but

similar studies on e-government services are

relatively scarce. Moreover, existing literature on e-

government in Malaysia is mostly about the

assessment of e-government portals and factors

affecting adoption or use intentions. A research on

the how users perceive the benefits from using e-

government portals and are affected by social

influence may shed light on how e-government

portals can be further enhanced. This study aims to

investigate the level of satisfaction with services

provided by e-government portals and to examine

the effect of perceived value and social influence on

satisfaction and continuous use intentions. Senior

citizen, as a sample, is selected for two reasons.

Firstly, Malaysia is moving toward having ageing

population where senior citizens constituted 9.2% of

the total population in 2015, and the figure is

expected to reach 15% in year 2035. In 2050, 9.6

million of population (23.6%) is expected to be

senior citizens (United Nations, 2015). These

statistics have important implications for the

government and other stakeholders in developing

sustainable policies, which would address the needs

of senior citizens in the country particularly in terms

of their participations in economic, social,

healthcare, and environmental activities.

Yap C., Ahmad R., Mason C. and Newaz F.

Satisfaction with E-Government Portals: Perspective of Senior Citizens.

DOI: 10.5220/0006498000410049

In Proceedings of the 9th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (KMIS 2017), pages 41-49

ISBN: 978-989-758-273-8

Providing government services to senior citizens

through e-government portals is one of the many

important initiatives the government could take to

encourage senior citizens’ participation within the

constraint of the limited resources. Therefore, it is

considered timely to investigate the level of senior

citizens’ satisfaction with e-government portals as

well as to examine the determinants and

consequences of their satisfaction. In this study, data

are collected from 123 senior citizens and analysed

using Partial Least Squares Path Modelling (PLS-

PM) technique.

The paper is structured as follows. The next

section reviews the literature of citizen satisfaction

with e-government services, and develops research

hypotheses. Research methods about data collection,

sampling procedures, and operationalisation of

variables are then presented and that is followed by a

report on research findings. The last section

concludes the study by discussing research

implications, limitations and recommendations for

future research.

2 LITERATURE REVIEW

2.1 Satisfaction with E-Government

Services

Prior research conducted on senior citizens’ use of

computers, Internet and online services were mainly

focused on their adoption intentions, for instance,

technology usage (Mitzner et al., 2010), health-

related Internet and ICT (Heart and Kalderon, 2013;

Wong et al., 2014), mobile phone (Conci, 2009), e-

banking (Amma, 2013), and e-commerce (Law et

al., 2016). Apart from Phang et al. (2006) who

examined the e-withdrawal intention among senior

citizens in Singapore, published literature on senior

citizens’ satisfaction with e-government services

was limited. Consistent with prior technology

acceptance research, they found that perceived

usefulness and perceived ease of use were

significant determinants of e-withdrawal intention.

Besides, they also found that perceived Internet

safety had an influence on acceptance of this online

service.

The scholarly literature about e-government

research in Malaysia is scarce. The existing

literature examined the adoption intentions of e-

government among citizens (Hussein et al., 2011;

Mohd Suki and Ramayah, 2010; Ooh et al., 2009),

challenges businesses face in implementation of e-

government (Kaliannan and Awang, 2010; Aman

and Kassimin, 2011), the adoption of electronic

procurement systems among service providers to the

government (Sambasivan, Wemyss, and Che Rose,

2010), and the intention to use multipurpose

smartcard among citizens (Loo, Yeow, and Chong,

2009). Despite the fact that many prior studies had

investigated factors affecting citizens’ acceptance or

adoption of e-government, few studies had clearly

shown the relationships between different factors

that influence citizen satisfaction with services

offered by e-government portals. The only study

focusing on user satisfaction with e-government

systems was conducted by Mohamed et al. (2009)

but the sample was limited to the employees of

government departments instead of individual

citizens at large. Furthermore, none of the research

conducted in Malaysia focused on the level of

satisfaction with e-government portals.

Prior research adopted the technology acceptance

model (TAM), the theory of planned behaviour

(TPB), and the diffusion of innovation (DOI) theory

or combination of these theories to test the intention

to use e-government services. Among the significant

determinants found were trust, perceived usefulness,

relative advantage, and perceived image (Ooh at al.,

2009), and social norms (Mohd Suki and Ramayah,

2010). Sambasivan et al. (2010) reported that

perceived usefulness, perceived ease of use,

assurance of services, responsiveness of service

providers, facilitating conditions, and web design

(service quality) as the significant determinants of

actual usage of e-procurement systems among

services providers to the government.

Kalliannan and Awang (2010) examined the

factors that influence the government suppliers’

readiness in adopting and using e-procurement

system. All three factors – organisational,

technological, and environmental are found to

strongly correlate with e-procurement usage.

However, a regression analysis to examine which

factor has a stronger impact on e-Procurement usage

was not tested. On the other hand, Amin and

Kassimin (2011) examined the implementation

issues of e-procurement system in the government

sector. These issues included challenges in terms of

software integration, data management and roll-out

strategy, legal and administration procedures,

information technology (IT) infrastructure,

outsourcing contract and IT skills.

As the research in individual-level IT adoption

has become one of the most mature streams of IS

research (Venkatesh, Davis, and Morris, 2007), this

study differs from the prior studies by examining

citizens’ satisfaction with the services provided by e-

government portals and subsequent continuous use

intentions in the context of senior citizens as users.

This study posits that perceived value of using e-

government portals and social influence lead to

senior citizens’ satisfaction, which in turn, influence

their continuous use intentions.

2.2 Hypothesis Development

Perceived value or perceived benefits has been

widely examined in the context of e-commerce

(Anderson and Srinivasan, 2003; Chen and

Dunbisky, 2003; Chiu et al., 2014). However, Scott,

DeLone, and Golden (2016) was the only study

focusing solely on the perceived benefits of e-

government. Based on the public value theory, they

conceptualised perceived value into three clusters –

efficiency, effectiveness, and social value which

were operationalised as having nine items including

cost, time, personalization, communication, ease of

information retrieval, trust, well-informedness,

participation in decision-making, and convenience.

The operationalisation provided a strong foundation

for measuring the myriad dimensions of perceived

value in the e-government setting.

On the other hand, Venkatesh et al. (2016)

developed three factors in predicting the use

intention of e-government and the subsequent

satisfaction. The factors were information quality

characteristics (accuracy and completeness), channel

characteristics (convenience and personalization),

and means of uncertainty reduction (transparency

and trust). Besides information quality

characteristics, the dimensions of the remaining two

factors overlapped with that of Scott et al. (2016).

Among the six items under the three factors,

convenience was found to have the relatively

strongest influence on the intention to use e-

government services.

This study argues that senior citizen satisfaction

is the result of their perception of value or benefits

obtained from using services provided by e-

government portals. We, therefore propose:

: Perceived value relates positively with senior

citizen satisfaction with the services provided by e-

government portals.

Social influence or subjective norm refers to the

degree to which individuals believe that people who

are important to them think they should perform the

behavior (Fishbein and Ajzen, 1975). Social

influence has long been established as a significant

determinant to technology and online services

research such as intention to use information

technology (Taylor and Todd, 1995), acceptance of

e-commerce services (Bhattacherjee, 2000), and

adoption of m-commerce services (Wu and Wang,

2005). There are literature which examined the

effects of social influence on e-government such as

subjective norm and adoption intention of e-

government services by Horst, Kuttschreuter, and

Gutteling (2006), interpersonal influence and user

acceptance of m-government services (Hung, Chang,

Kuo, 2013). In the Malaysian context, Mohd Suki

and Ramayah (2010) found a strong and positive

influence of social norm on the intention to use e-

government services.

Prior research on the relationship between social

influence and satisfaction in the online environment

is scarce. The most recent includes Al-Athmay,

Fantazy, and Kumar (2016) which found a positive

relationship between social influence and

satisfaction of using e-government services in

United Arab Emirates (UAE), and Chopra and Rajan

(2016) which confirmed the relationship between

social influence and salespersons’ satisfaction of

using point-of-sale machines mandated by the

Chhattisgarh government in India. However, those

two studies did not specifically argue the role of

social influence on user satisfaction. On the other

hand, Medina, Rufin, and Rey (2016) confirmed the

relationship between expectation disconfirmation of

social influence and satisfaction of using e-learning

platform among students. This study argues that the

influence exerted by the important people around an

individual will lead to one’s satisfaction with

services provided by e-government portals. In the

case of senior citizens, the influence important

persons have upon their decision to use e-

government portals enhances their satisfaction of

using such portals. Therefore,

: Social influence relates positively with senior

citizen satisfaction with the services provided by e-

government portals.

The concept of continuous use of e-government

services can be rooted in the information systems

(IS) continuous model by Saga and Zmud (1994)

where the use of IS is discussed according to the

phases of IS implementation in organisations. The

first phase is acceptance where employees are

committed to using the systems. The second phase is

routinisation where the use of IS is integrated into

work processes and employees continue using it as

part of their work routines. The last phase is infusion

where employees use the functions of IS deeply and

comprehensively in their work routine. IS literature

has generally agreed that the most successful IS

implementations should include a higher level usage

of IS features (Jasperson et al., 2005). A higher level

of IS usage behaviors can only be achieved if the

systems have been fully integrated into the

organisation and are used continuously by the users

to accomplish their work tasks (Routinisation).

The literature in consumer behaviour stresses the

importance of customer satisfaction in predicting

repurchase behaviour (Anderson and Sullivan, 1993;

Cronin et al., 2000). Similar findings had been

confirmed in the online environment in terms of

loyalty, repurchase intentions, or continuous use

behaviours in the context of e-commerce (Tsai and

Huang, 2007), m-commerce (Lin and Wang, 2006),

e-learning (Roca, Chiu, and Martinez, 2006), and e-

government (Chai et al., 2006).

As the use of e-government services or portals in

Malaysia is not mandatory, dissatisfied senior

citizens in the voluntary setting may opt to

discontinue the use of e-government. On the

contrary, satisfied senior citizens may continue to

use e-government portals. Therefore,

: Senior citizen satisfaction with the services

provided by e-government portals relates positively

with their continuous use intentions.

3 METHOD

3.1 Sample and Sampling Procedures

The target population of this research is Malaysian

senior citizens aged 50 and above who are using e-

government portals. The convenience sampling

technique is used to approach and select respondents

wherever the researchers can reach them

conveniently. Two hundred individuals at the

government departments and agencies in Kuala

Lumpur and Penang are approached and briefed

about the purpose of the survey before the age is

obtained to ensure that only senior citizens are

selected as the sample, of which, only 123 complete

and usable responses are obtained, a response rate of

61.5%. In this survey, male respondents (72%)

outnumber the female counterparts (28%). A

majority of the respondents (80%) are aged between

50 to 59 years old and the remaining 20% are aged

60 and above. More than half of them (61%) possess

an academic qualification of a Bachelor’s degree or

higher. Slightly over half (50.4%) of the respondents

are still working and 27% of them are earning a

monthly income of between RM2,001 and RM5,000.

Over half of the respondents (62%) have access to

the Internet all the time. The sample profile is

presented in Table 1.

Table 1: Sample Profile (n=123).

Variable Frequency Percentage

Gender

Male 89 72

Female 34 28

Age

50 – 59 99 80

60 and above 24 20

Highest Educational Level

Secondary 18 15

High School 13 11

Diploma 17 14

Bachelor’s Degree 39 32

Master’s Degree 27 22

Doctoral Degree 9 7

Occupation

Office-based staff other

than manager

18 15

Manager and equivalent 26 21

Non-office-based staff 1 1

Self-employed 17 14

Home maker 3 2

Retiree 34 28

Others 24 20

Monthly Income (RM)

<= 2,000 25 20

2,001 – 5,000 33 27

5,001 – 8,000 23 19

8,001 – 10,000 16 13

>10,000 26 21

Accessibility to the

Internet

All the time 76 62

All the time during

working hours

11 9

Half of working hours 10 8

Less than half of working

hours

6 5

Only outside working

hours

20 16

3.2 Variables and Measurement

Perceived Value. Perceived value is adapted by

combining the public value net benefits model

developed by Scott, DeLone, and Golden (2016) and

the value cluster by Venkatesh et al. (2016). Eleven

dimensions with 38 items are tested – cost, time,

personalization, communication, ease of information

retrieval, trust, well-informedness, participation in

decision-making, convenience, completeness, and

accuracy. All items are measured on the 7-point

Likert scale from 1 – “strongly disagree” to 7 –

“strongly agree”.

Social Influence. Social influence is measured by

three items adopted from Venkatesh and Morris,

(2000) and used by Bhattacherjee (2015). The

sample item includes “People who are important to

me think that I should use e-government portals”.

All items are measured on the 7-point Likert scale

from 1 – “strongly disagree” to 7 – “strongly agree”.

Senior Citizen Satisfaction. Senior citizen

satisfaction is measured using nine items adopted

from Verdegem et al. (2009). The items include

infrastructure, availability, awareness, cost, technical

aspects, friendliness, privacy and security, content

quality, and usability. All items are measured on the

7-point Likert scale from 1 – “very dissatisfied” to 7

– “very satisfied”.

Continuous Use Intentions. The intentions to

continue using the e-government portals is measured

using four items adapted from Hausman and Siekpe

(2009) and Li et al. (2006). All items are measured

on the 7-point Likert scale from 1 – “strongly

disagree” to 7 – “strongly agree”.

Use of E-Government Portals. Respondents are

asked to indicate the frequency of accessing the 20

listed government portals for the purposes of

searching for information, performing transactions,

downloading forms, participating in events,

providing feedback, and sharing opinions based on

the scale from 0 – “not at all / never”, 1 – “rarely /

occasionally”, 2 – “often / frequently”, and 3 –

“always/ continuously”.

Demographic Information. The questionnaire

includes six demographic variables – gender, age,

highest educational level, occupation, monthly

income, and accessibility to the Internet.

4 RESULTS

This study utilizes Partial Least Squares Path

Modelling (PLS-PM) with R (Sanchez, 2013) in data

analysis and hypothesis testing. PLS-PM is a

multivariate statistical technique that allows

simultaneous evaluation between multiple variables

and higher order factor (i.e., perceived value). PLS-

PM involved two stages of analysis – evaluation of

measurement model and structural model. The

measurement model evaluates the reliability and

validity of items and constructs while the structural

model assesses effect size, direction, and

significance of the hypothesized relationships.

4.1 Assessment of the Measurement

Model

As shown in Table 2, all constructs are deemed

reliable and valid as all scores exceed the acceptable

thresholds of Cronbach’s alpha, composite

reliability, and average variance extracted (AVE)

(Nunnally, 1978). The discriminant validity of the

items is determined by comparing the squared roots

of AVE and correlation coefficients between

constructs. All the squared roots of AVE on the

diagonal line score higher than the correlation

coefficients between constructs, signifying

discriminant validity at the construct level. All

measures are found to have adequate convergent

validity and discriminant validity at the item level as

all the factor loadings score higher than 0.70 within

the respective constructs – perceived value

(0.72 - 0.91), social influence (0.97 - 0.98), citizen

satisfaction (0.74 - 0.93), and continuous use

intentions (0.94 - 0.97), and score lower on other

constructs. The data analysis proceeds to evaluate

the structural model after having met the

requirements of reliability, convergent validity, and

discriminant validity at both construct and item

levels.

Table 2: Correlation Matrix.

Variable

M SD α CR 1. 2. 3. 4.

1. PV 5.0 1.0 .95 .96

.80

2. SI 4.4 1.4 .97 .98 .64

.97

3. CS 4.4 1.2 .96 .96 .68 .58

.86

4. CU 5.2 1.2 .97 .98 .76 .61 .60

.95

Note. PV – Perceived Value; SI – Social Influence; CS – Citizen

Satisfaction; CU – Continuous Use Intentions; Diagonal values

are squared root of AVE; α – Cronbach’s alpha; CR – Composite

reliability.

4.2 Assessment of the Structural Model

As presented in Figure 1, the structural model

indicates that both perceived value and social

influence are significantly related to senior citizen

satisfaction with the services provided by e-

government portals. However, the relationship

between perceived value and senior citizen

satisfaction (β = .52, t = 6.15, p < .001) is much

stronger than the relationship with social influence

(β = .24, t = 2.87, p < .01). Both perceived value and

social influence explain almost half (49%) of the

variance for senior citizen satisfaction (R

= .49). It

is also found that satisfaction is positively and

strongly related to continuous use intentions (β =

.60, t = 8.24, p < .001). Senior citizen satisfaction

explains 36% of the variance for continuous use

intentions (R

= .36). In sum, all the three

hypotheses tested in this study are supported by the

data.

GoF = .564

Note: *** p < .001; ** p < .01

Figure 1: Structural Model.

4.3 Discussion

Generally, the senior citizens are moderately

satisfied with the services provided by e-government

portals (M=4.38) and have favourable continuous

use intentions (M=5.20). Only a small percentage

(below 25% across all portals but Inland Revenue

Board portal) of the respondents quote that they

frequently use e-government portals. Occasionally

they use e-government portals which are related to

health, police, tourism, and immigration. The study

finds that perceived value is strongly and positively

related to senior citizen satisfaction (Scott et al.,

2016; Venkatesh et al., 2016). Similarly, social

influence also leads to senior citizen satisfaction.

The findings are consistent with Al-Athmay et al.

(2016), Chopra and Rajan (2016), and Hsu and Chen

(2007). Furthermore, this study finds that senior

citizen satisfaction with the services provided by e-

government portals relates positively and strongly

with continuous use intentions. The strength of

relationship between the two constructs is much

stronger than the study by Chai et al. (2006).

5 IMPLICATIONS AND

CONCLUSION

5.1 Implications for Research

Firstly, the study is one of the first empirical

research to examine the satisfaction of senior

citizens with e-government portals. Secondly, this

study integrates the concept of perceived value of

using e-government portals from Scott et al. (2016)

and Venkatesh et al. (2016) and is supported by the

empirical data. Thirdly, the study includes the

concept of social influence as the determinant of

senior citizen satisfaction with e-government portals

and finds support for the argument. Finally, the

study includes continuous use intention in the

conceptual framework to provide greater

comprehensiveness and criterion validity. The

results provide empirical support for the proposed

conceptual framework. Overall, the integration of

perceived value and social influence to explain

senior citizen satisfaction with e-government is the

core theoretical contribution.

5.2 Implications for Practice

Senior citizen satisfaction is a manifestation of their

experiences when using e-government portals and

that depend on their perceptions of benefits they

acquire from using those portals. The eleven

dimensions of perceived value confirmed by this

study show that government departments and

agencies need to identify specific value dimensions

which may enhance senior citizens’ satisfaction and

increase their continuous use intentions. By

providing complete, accurate, and up-to-date

information about the services on the e-government

portals, respective government departments and

agencies would allow senior citizens to be better

informed on current news and events, new

functionalities, and latest development. Besides, in

designing e-government portals and their

complementary human-computer interactive features

that are efficient, effective and have social value,

one needs to identify important value dimensions.

Government departments and agencies must be

aware of the needs and expectations of senior

citizens from using e-government portals. With the

projection of population ageing by 2035, Malaysian

government anticipates an increase in the use of e-

government portals among the senior citizens who

have higher Internet access and are more interested

and competent in using online services. In view of

that, e-government portals should be enhanced with

more advanced functionalities in order to meet the

needs of this group of users.

Besides, awareness campaigns to enhance the use

of e-government portals among senior citizens

should be conducted regularly especially after new

functionalities are introduced. Younger users who

are the family members, friends and peers in

workplace should actively promote the use of e-

government portals amongst senior citizens by

providing the necessary assistance. The significant

effect exhibited by social influence in this study

Perceived

Value

Continuous

Use

Intentions

Social

Influence

=.49

=.36

Citizen

Satisfaction

.52***

.24**

.60***

implies that the important individuals surrounding

the senior citizens could play an important role in

enhancing their satisfaction with e-government

portals.

5.3 Limitations and Recommendations

for Future Research

This study suffers from a number of limitations and

further research in this area is recommended.

Firstly, the sample is relatively small (n=123)

and selected using convenience sampling procedure.

As such, the results may not be generalisable to the

population. The responses of every variable under

investigation depend largely on the sample

characteristics. To improve the external validity of

the research, future researchers are recommended to

identify a group of homogeneous senior citizens, for

instance, retirees, home makers, working or senior

citizens with low income and with low educational

qualifications.

Secondly, this study employs a cross-sectional

design and thus it is difficult to establish causal

relationship among the constructs. Future

researchers may consider using a longitudinal design

to collect data from the same group of respondents

over multiple periods of time. Alternatively, an

experiment design is considered to be more

appropriate if establishing causal relationships is

crucial in the study. Face-to-face interviews can be a

better approach to collecting data from senior

citizens.

Thirdly, no specific e-government services and

portals is referred to in the survey questionnaire as

by doing so could have taxed the memory of the

respondents who might have different perceptions of

benefits obtained from different e-government

portals as well as their satisfaction level of using

these portals. As such, respondents may find it

difficult to relate their responses to the use of e-

government portals. Future researchers may identify

and test a specific e-government service or portal

with the associated benefits.

6 CONCLUSION

The study proposes and tests a conceptual frame-

work with two determinants and a consequence of

satisfaction with e-government portals in the context

of senior citizens. Based on the results of a survey of

123 senior citizens, this study finds support for the

proposed conceptual framework which hypothesises

that perceived value and social influence affect

senior citizens’ satisfaction, which in turn, influence

their continuous use intentions of e-government

portals. This proposed conceptual framework can

serve as a starting point for pursuing future research

into specific e-government services or portals in

Malaysia and in other countries with ageing

population.

ACKNOWLEDGEMENTS

The research project is funded by the Fundamental

Research Grant Scheme (FRGS), Ministry of Higher

Education, Malaysia.

(FRGS/1/2015/SS01/UNIRAZAK/02/2).

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