Evaluating user satisfaction of Veteran Integrated Benefit System (VIBES) in Jabatan Hal Ehwal Veteran (JHEV)

Nowadays, e-government has become an important application in many countries. Most countries including Malaysia have implemented e-government to support and give services to their citizens. The e-government is not only involve internet and government website but to support and automate various processes which can improve the quality of public services. In Malaysia, there are many government agencies that implements e-government. One of the agencies is Department of Veteran Affair or also known as Jabatan Hal Ehwal Veteran (JHEV). JHEV implements the Veteran Integrated Benefit System (VIBES) to support its business and services. The VIBES was implemented to systematically monitor and manage business process of JHEV Pension. Overall, this system is an online system which have centralize database for processing, enforcement, monitoring, accounting and payment of the pension benefit. However, with the growing establishment of information system like VIBES, there are some issues usually occur in e-government system including the system does not meet users expectations and requirements. This issue usually related to user satisfaction area and perception. Thus, the purpose of this study is to evaluate the system based on nine dimensions of content, accuracy, format, ease of use, timeliness, efficiency, customization, flexibility and utility. The study also provides recommendations for developer to make enhancement to the system which will help to improve and enhance JHEV productivity further.