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Title: A study of e-government services in Malaysia
Author: Wong, K.
ISNI:       0000 0001 3571 5928
Awarding Body: Queen's University Belfast
Current Institution: Queen's University Belfast
Date of Award: 2008
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Using a number of studies carried out in Malaysia, the present work attempts to demonstrate the development and use of a range of research tools to evaluate the quality of E-Government services with a view to identify specific areas for improvements. In the first study, we surveyed both the service providers and citizens to evaluate their perspectives on E-Govemment services performance in Malaysia. The ImportancePerformance Analysis (IPA) grid was applied to identify areas for resource allocations. Unlike the first study, which gathered data using quantitative method (online questionnaire), the second study collected data on E-Filing to gather information on customer satisfaction using qualitative method. A Return On Investment (ROI) vs Return On Relationship (ROR) theoretical framework was developed as a strategic action tool to classify E-Filing customer experiences into different categories of customer satisfaction. By doing this, we were able to identify areas that need resource allocation. In the third . study, Mary Douglas' grid and group cultural theory was applied to analyze cultural issues in E-Government initiatives. In this study, qualitative semi-structured interviews were conducted to collect insightful data and narrative descriptions of cultural issues in two local governments. Using this cultural theory, the researcher was able to identify cultural barriers that impede the implementation of E-Government services, and also cultural enablers that facilitate the adoption of E-Government services. In the fourth study, we explored the views and roles of government and citizen as stakeholders on issues such as corporate social responsibility and social inclusion in the promotion of EGovernance in Malaysia. Based on the results, some tentative suggestions for improvement in E-Governance are made. It is hoped that the research findings resulting Supplied by The British Library - 'The world's knowledge' from these four studies can offer new insights to E-Govemment leaders, policy makers, and strategic thinkers not only in Malaysia, but also elsewhere in the world.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available