Testing the Level of Satisfaction of eGovernment by using the Integrated Model Approach)

Previous studies have cited that low level of satisfaction is one of the main reasons why eGovernment services have not been fully optimized. By using the integrated model approach, this study aims to identify factors that significantly influence satisfaction level among eGovernment users in Malaysia. Based on 949 respondents interviewed in Selangor, the structural equation model (SEM) shows a highly statistically significant goodness-of-fit for the model. Satisfaction is differentiated into two distinct categories which are level of satisfaction associated with eGovernment information (INFOSATIS) and level of satisfaction associated with eGovernment system (SYSSATIS). Information quality construct (INFOQUAL) is measured by 4 items, while system’s quality (SYSQUAL) is measured by 5 items. Positive and significant structural relationship exist between information quality and satisfaction, system quality and satisfaction, system quality and the quality of information provided by the service. Satisfaction level can be taken as an indicator of good performance. Gaps between what is available and what is needed could be refined so that the use of these services continues to increase among citizens.