THE INFLUENCE OF PERCEIVED SYSTEM QUALITY AND PERCEIVED INFORMATION QUALITY TOWARDS CONTINUANCE INTENTION OF TAX E-FILING SYSTEM IN MALAYSIA
DOI:
https://doi.org/10.32890/jtom2015.10.2.8Keywords:
e-government, e-filing, continuance intention, perceived system quality, perceived information qualityAbstract
In the current globalization arena, government of each countries facing challenges and keep on finding the better ways to provide the better government services to the their stakeholders. For that governments in each countries including Malaysia have been spent huge amount of money for the development of electronic government (e-government) and specifically in e-filing system to ease the government services. At this vein, investigation on factors that influences continuance intention is important because ineffective usage of e-government service after initial adoption caused undesirable cost and waste of development of particular e-government service. Most of the prior studies focused more on individuals' adoption intention of e-government services, however, there are limited empirical studies that focused on continuance intention which is about what happens beyond the initial adoption stage in e-government studies and particularly in e-filing context in Malaysia. Thus given the paucity of research on continuance intention, this study attempts to examine the influence of perceived system quality and perceived information quality towards continuance intention of tax e-filing system using a review of literature.
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References
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Ahmad, M. O., Markkula, J., & Oivo, M. (2013). Factors affecting e-government adoption in Pakistan : a citizen’ s perspective. Transforming Government: People, Process and Policy, 7(2), 225–239. doi:10.1108/17506161311325378
Alalwan, J. A. (2013). Continuance Intention to Use Government 2.0 Services : The Impact of Citizens’ Satisfaction and Involvement. International Journal of Electronic Government Research, 9(3), 58–73. doi:10.4018/jegr.2013070104
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Almahamid, S., Mcadams, A. C., Kalaldeh, T. A., & Al-Sa’Eed, M. (2010). The relationship between perceived usefulness, perceived ease of use, perceived information quality, and intention to use e-government. Journal of Theoretical and Applied Information Technology, 11(1/2), 30–44.
Aziz, S. A., & Idris, K. M. (2012). The Determinants of Tax E-filing among Tax Preparers in Malaysia. World Journal of Social Sciences, 2(3), 182–188.
Azmi, A. A. C., & Kamarulzaman, Y. (2010). Adoption of tax e-filing : A conceptual paper. African Journal of Business Management, 4(5), 599–603.
Azmi, A. A. C., Kamarulzaman, Y., & Hamid, N. H. A. (2012). Perceived Risk and the Adoption of Tax E-Filing. World Applied Sciences Journal, 20(4), 532–539. doi:10.5829/idosi.wasj.2012.20.04.2403
Azmi, A. C., & Bee, N. L. (2010). The Acceptance of the e-Filing System by Malaysian Taxpayers: A Simplified Model. Electronic Journal of E-Government, 8(1), 13–22.
Belanche, D., Casalo, L. V., Flavian, C., & Schepers, J. (2014). Trust transfer in the continued usage of public e-services. Information & Management, 51(6), 627–640. doi:10.1016/j.im.2014.05.016
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351–370.
Chatfield, A., & AlAnazi, J. (2013). Service quality, citizen satisfaction, and loyalty with self-service delivery options to transforming e-government services. In 24th Australasian Conference on Information Systems, Australia (pp. 1–11).
Chen, C.-W. (2010). Impact of quality antecedents on taxpayer satisfaction with online tax-filing systems - An empirical study. Information & Management, 47(5-6), 308–315. doi:10.1016/j.im.2010.06.005
Chen, J. V., Jubilado, R. J. M., Capistrano, E. P. S., & Yen, D. C. (2015). Factors affecting online tax filing-An application of the IS Success Model and trust theory. Computers in Human Behavior, 43, 251–262. doi:10.1016/j.chb.2014.11.017
Chong, A. Y. (2013). Understanding mobile commerce continuance intentions : an empirical analysis of chinese consumers. Journal of Computer Information Systems, 53(4), 22–30.
Chumsombat, N. (2014a). Factors Influencing User Satisfaction of E-tax filing in Thailand : The Study of Small and Medium Enterprises (SMEs). In IEEE 11th International Conference on e-Business Engineering (pp. 68–73). doi:10.1109/ICEBE.2014.23
Chumsombat, N. (2014b). User Evaluations Service Quality on E-tax filing Satisfaction within The Public Sector. In IEEE 17th International Conference on Computational Science and Engineering User (pp. 930–935). doi:10.1109/CSE.2014.187
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Floropoulos, J., Spathis, C., Halvatzis, D., & Tsipouridou, M. (2010). Measuring the success of the Greek Taxation Information System. International Journal of Information Management, 30, 47–56. doi:10.1016/j.ijinfomgt.2009.03.013
Hernandez-Ortega, B., Serrano-Cinca, C., & Gomez-Meneses, F. (2014). The firm’s continuance intentions to use inter-organizational ICTs : The influence of contingency factors and perceptions. Information & Management, 51(6), 747–761. doi:10.1016/j.im.2014.06.003
Hoehle, H., Huff, S., & Goode, S. (2012). The Role of Continuous Trust in Information Systems Continuance. Journal of Computer Information Systems, 52(4), 1–9
Hong, S.-J., Thong, J. Y. L., & Tam, K. Y. (2006). Understanding continued information technology usage behavior : A comparison of three models in the context of mobile internet. Decision Support Systems, 42, 1819–1834. doi:10.1016/j.dss.2006.03.009
Hu, P. J.-H., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009). Determinants of service quality and continuance intention of online services: The case of eTax. Journal of the American Society for Information Science and Technology, 60(2), 292–306. doi:10.1002/asi.20956
Hussein, R., Mohamed, N., Ahlan, A. R., & Mahmud, M. (2011). E-government application : an integrated model on G2C adoption of online tax. Transforming Government: People, Process and Policy, 5(3), 225–248. doi:10.1108/17506161111155388
Ilias, A., Razak, M. Z. A., & Yasoa, M. R. (2009). Taxpayers’ Attitude In Using E-Filing System: Is There Any Significant Difference Among Demographic Factors? Journal of Internet Banking and Commerce, 14(1), 1–13.
Ilias, A., Suki, N. M., Yasoa, M. R., & Rahman, R. A. (2008). A Study of Taxpayers’ Intention in Using E-Filing System : A Case in Labuan F.Ts. Computer and Informaiton Science, 1(2), 110–119.
Internet World Statistics. (2013). Asia Internet Stats Facebook Broadband and Population Statistics. Retrieved from http://www.internetworldstats.com/asia.htm
Islam, A. K. M. N. (2012). The Role of Perceived System Quality as Educators’ Motivation to Continue E-learning System Use. Transactions on Human-Computer Interaction, 4(1), 25–43.
Islam, A. M., Yusuf, D. H. M., Yusoff, W. S., & Johari, A. N. B. (2012). Factors affecting user satisfaction in the Malaysian income tax e-filing system. African Journal of Business Management, 6(21), 6447–6455. doi:10.5897/AJBM11.1689
Jiang, X. (2011). Enhancing Users’ Continuance Intention to E-Government Portals: An Empirical Study. In International Conference on Management and Service Science (MASS), China (pp. 1–4). Ieee. doi:10.1109/ICMSS.2011.5998967
Khayun, V., & Ractham, P. (2011). Measuring e-Excise Tax Success Factors : Applying the DeLone & McLean Information Systems Success Model. In Proceedings of the 44th Hawaii International Conference on System Sciences (pp. 1–10).
Lean, O. K., Zailani, S., Ramayah, T., & Fernando, Y. (2009). Factors influencing intention to use e-government services among citizens in Malaysia. International Journal of Information Management, 29(6), 458–475. doi:10.1016/j.ijinfomgt.2009.03.012
Lee, Y., & Kwon, O. (2011). Intimacy, familiarity and continuance intention: An extended expectation -confirmation model in web-based services. Electronic Commerce Research and Applications, 10(3), 342–357. doi:10.1016/j.elerap.2010.11.005
Limayem, M., & Hirt, S. G. (2003). Habit in the Context of IS Continuance : Theory Extension and Scale Development. In Proceedings of the 11th European Conference on Information Systems, C. U. Ciborra, R. Mercurio, M. de Marco,M. Martinez, and A. Carignani (eds.).
Limayem, M., Hirt, S. G., & Cheung, C. M. K. (2007). How habit limits the predictive power of intention: the case of information system continuance. MIS Quarterly, 31(4), 705–737.
Ramayah, T., Ahmad, N. H., & Lo, M.-C. (2010). The role of quality factors in intention to continue using an e-learning system in Malaysia. Procedia Social and Behavioral Sciences, 2, 5422–5426. doi:10.1016/j.sbspro.2010.03.885
Ramayah, T., Yusoff, Y. M., Jamaludin, N., & Ibrahim, A. (2009). Applying the Theory of Planned Behavior (TPB) to Predict Internet Tax Filing Intentions. International Journal of Management, 26(2), 272–285.
Ramoo, V., Ramayah, T., Lo, M.-C., & Ping, T. A. (2013). Electronic Tax Filing: Preliminary Evidence from a Developing Country. In Pablos, Patricia Ordóñez De Lovelle, Juan Manuel Cueva Gayo, Jose Emilio Labra Tennyson, Robert D. (eds). E-Procurement Management for Succefull Electronic Government Systems (pp. 147–156). doi:10.4018/978-1-4666-2119-0.ch009
Rehman, M., Esichaikul, V., & Kamal, M. (2012). Factors influencing e-government adoption in Pakistan. Transforming Government: People, Process and Policy, 6(3), 258–282. doi:10.1108/17506161211251263
Saha, P., Nath, A. K., & Salehi-Sangari, E. (2012). Evaluation of government e-tax websites : an information quality and system quality approach. Transforming Government: People, Process and Policy, 6(3), 300–321. doi:10.1108/17506161211251281
Santhanamery, T., & Ramayah, T. (2012). Tax payers continued use of an e-filing system : A proposed model. Journal of Technics Technology Education Management (TTEM), 7(1), 249–258.
Satapathy, S., Mahapatra, S. S., Patel, S. K., Biswas, a., & Mishra, P. D. (2014). Service satisfaction in E_Electricity service in Odisha (a state of India) by structural equation modeling. Benchmarking: An International Journal, 21(4), 634–650. doi:10.1108/BIJ-07-2012-0049
Shiau, W.-L., & Chau, P. Y. K. (2012). Understanding blog continuance: a model comparison approach. Industrial Management & Data Systems, 112(4), 663–682. doi:10.1108/02635571211225530
Suki, N. M., & Ramayah, T. (2010). User Acceptance of the E-Government Services in Malaysia : Structural Equation Modelling Approach. Interdisciplinary Journal of Information, Knowledge, and Management, 5, 395–413.
Tallaha, A. M., Shukor, Z. A., & Hassan, N. S. A. (2014). Factors Influencing E-Filing Usage Among Malaysian Taxpayers : Does Tax Knowledge Matters? Jurnal Pengurusan, 40, 91–101.
Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and Electronic Government Success: An Empirical Study. Journal of Management Information Systems, 25(3), 99–131. doi:10.2753/MIS0742-1222250303
Thominathan, S., & Ramayah, T. (2014). Explaining the e-Government Usage Using Expectation Confirmation Model: The Case of Electronic Tax Filing in Malaysia. In L. G. Anthopoulos & C. G. Reddick (Eds.), L. G. Anthopoulos and C. G. Reddick (eds.), Government E-Strategic Planning and Management, Public Administration and Information Technology (Vol. 3, pp. 287–304). New York, NY: Springer New York. doi:10.1007/978-1-4614-8462-2
UNPAN. (2014). United Nations E-government Survey 2014: E-government for the future we want. Retrieved from https://publicadministration.un.org/egovkb/Portals/egovkb/Documents/un/2014-Survey/E-Gov_Complete_Survey-2014.pdf
Vathanophas, V., Krittayaphongphun, N., & Klomsiri, C. (2008). Technology acceptance toward e-government initiative in Royal Thai Navy. Transforming Government: People, Process and Policy, 2(4), 256–282. doi:10.1108/17506160810917954
Wang, Y.-S., & Liao, Y.-W. (2008). Assessing eGovernment systems success : A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25, 717–733. doi:10.1016/j.giq.2007.06.002
Wangpipatwong, S., Chutimaskul, W., & Papasratorn, B. (2008). Understanding C
Ahmad, M. O., Markkula, J., & Oivo, M. (2013). Factors affecting e-government adoption in Pakistan : a citizen’ s perspective. Transforming Government: People, Process and Policy, 7(2), 225–239. doi:10.1108/17506161311325378
Alalwan, J. A. (2013). Continuance Intention to Use Government 2.0 Services : The Impact of Citizens’ Satisfaction and Involvement. International Journal of Electronic Government Research, 9(3), 58–73. doi:10.4018/jegr.2013070104
Almahamid, S. (2009). Determinants of User Continuance Intention to use e- Government. In Proceeding of the 9th European Conference on e-Government (pp. 55–65).
Almahamid, S., Mcadams, A. C., Kalaldeh, T. A., & Al-Sa’Eed, M. (2010). The relationship between perceived usefulness, perceived ease of use, perceived information quality, and intention to use e-government. Journal of Theoretical and Applied Information Technology, 11(1/2), 30–44.
Aziz, S. A., & Idris, K. M. (2012). The Determinants of Tax E-filing among Tax Preparers in Malaysia. World Journal of Social Sciences, 2(3), 182–188.
Azmi, A. A. C., & Kamarulzaman, Y. (2010). Adoption of tax e-filing : A conceptual paper. African Journal of Business Management, 4(5), 599–603.
Azmi, A. A. C., Kamarulzaman, Y., & Hamid, N. H. A. (2012). Perceived Risk and the Adoption of Tax E-Filing. World Applied Sciences Journal, 20(4), 532–539. doi:10.5829/idosi.wasj.2012.20.04.2403
Azmi, A. C., & Bee, N. L. (2010). The Acceptance of the e-Filing System by Malaysian Taxpayers: A Simplified Model. Electronic Journal of E-Government, 8(1), 13–22.
Belanche, D., Casalo, L. V., Flavian, C., & Schepers, J. (2014). Trust transfer in the continued usage of public e-services. Information & Management, 51(6), 627–640. doi:10.1016/j.im.2014.05.016
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351–370.
Chatfield, A., & AlAnazi, J. (2013). Service quality, citizen satisfaction, and loyalty with self-service delivery options to transforming e-government services. In 24th Australasian Conference on Information Systems, Australia (pp. 1–11).
Chen, C.-W. (2010). Impact of quality antecedents on taxpayer satisfaction with online tax-filing systems - An empirical study. Information & Management, 47(5-6), 308–315. doi:10.1016/j.im.2010.06.005
Chen, J. V., Jubilado, R. J. M., Capistrano, E. P. S., & Yen, D. C. (2015). Factors affecting online tax filing-An application of the IS Success Model and trust theory. Computers in Human Behavior, 43, 251–262. doi:10.1016/j.chb.2014.11.017
Chong, A. Y. (2013). Understanding mobile commerce continuance intentions : an empirical analysis of chinese consumers. Journal of Computer Information Systems, 53(4), 22–30.
Chumsombat, N. (2014a). Factors Influencing User Satisfaction of E-tax filing in Thailand : The Study of Small and Medium Enterprises (SMEs). In IEEE 11th International Conference on e-Business Engineering (pp. 68–73). doi:10.1109/ICEBE.2014.23
Chumsombat, N. (2014b). User Evaluations Service Quality on E-tax filing Satisfaction within The Public Sector. In IEEE 17th International Conference on Computational Science and Engineering User (pp. 930–935). doi:10.1109/CSE.2014.187
DeLone, W. H., & McLean, E. R. (1992). Information Systems Success: The Quest for the Dependent Variable. Information Systems Research, 3(1), 60–95.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean Model of Information Systems Success : A Ten-Year Update. Journal of Management Information Systems, 19(4), 9–30.
Floropoulos, J., Spathis, C., Halvatzis, D., & Tsipouridou, M. (2010). Measuring the success of the Greek Taxation Information System. International Journal of Information Management, 30, 47–56. doi:10.1016/j.ijinfomgt.2009.03.013
Hernandez-Ortega, B., Serrano-Cinca, C., & Gomez-Meneses, F. (2014). The firm’s continuance intentions to use inter-organizational ICTs : The influence of contingency factors and perceptions. Information & Management, 51(6), 747–761. doi:10.1016/j.im.2014.06.003
Hoehle, H., Huff, S., & Goode, S. (2012). The Role of Continuous Trust in Information Systems Continuance. Journal of Computer Information Systems, 52(4), 1–9
Hong, S.-J., Thong, J. Y. L., & Tam, K. Y. (2006). Understanding continued information technology usage behavior : A comparison of three models in the context of mobile internet. Decision Support Systems, 42, 1819–1834. doi:10.1016/j.dss.2006.03.009
Hu, P. J.-H., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009). Determinants of service quality and continuance intention of online services: The case of eTax. Journal of the American Society for Information Science and Technology, 60(2), 292–306. doi:10.1002/asi.20956
Hussein, R., Mohamed, N., Ahlan, A. R., & Mahmud, M. (2011). E-government application : an integrated model on G2C adoption of online tax. Transforming Government: People, Process and Policy, 5(3), 225–248. doi:10.1108/17506161111155388
Ilias, A., Razak, M. Z. A., & Yasoa, M. R. (2009). Taxpayers’ Attitude In Using E-Filing System: Is There Any Significant Difference Among Demographic Factors? Journal of Internet Banking and Commerce, 14(1), 1–13.
Ilias, A., Suki, N. M., Yasoa, M. R., & Rahman, R. A. (2008). A Study of Taxpayers’ Intention in Using E-Filing System : A Case in Labuan F.Ts. Computer and Informaiton Science, 1(2), 110–119.
Internet World Statistics. (2013). Asia Internet Stats Facebook Broadband and Population Statistics. Retrieved from http://www.internetworldstats.com/asia.htm
Islam, A. K. M. N. (2012). The Role of Perceived System Quality as Educators’ Motivation to Continue E-learning System Use. Transactions on Human-Computer Interaction, 4(1), 25–43.
Islam, A. M., Yusuf, D. H. M., Yusoff, W. S., & Johari, A. N. B. (2012). Factors affecting user satisfaction in the Malaysian income tax e-filing system. African Journal of Business Management, 6(21), 6447–6455. doi:10.5897/AJBM11.1689
Jiang, X. (2011). Enhancing Users’ Continuance Intention to E-Government Portals: An Empirical Study. In International Conference on Management and Service Science (MASS), China (pp. 1–4). Ieee. doi:10.1109/ICMSS.2011.5998967
Khayun, V., & Ractham, P. (2011). Measuring e-Excise Tax Success Factors : Applying the DeLone & McLean Information Systems Success Model. In Proceedings of the 44th Hawaii International Conference on System Sciences (pp. 1–10).
Lean, O. K., Zailani, S., Ramayah, T., & Fernando, Y. (2009). Factors influencing intention to use e-government services among citizens in Malaysia. International Journal of Information Management, 29(6), 458–475. doi:10.1016/j.ijinfomgt.2009.03.012
Lee, Y., & Kwon, O. (2011). Intimacy, familiarity and continuance intention: An extended expectation -confirmation model in web-based services. Electronic Commerce Research and Applications, 10(3), 342–357. doi:10.1016/j.elerap.2010.11.005
Limayem, M., & Hirt, S. G. (2003). Habit in the Context of IS Continuance : Theory Extension and Scale Development. In Proceedings of the 11th European Conference on Information Systems, C. U. Ciborra, R. Mercurio, M. de Marco,M. Martinez, and A. Carignani (eds.).
Limayem, M., Hirt, S. G., & Cheung, C. M. K. (2007). How habit limits the predictive power of intention: the case of information system continuance. MIS Quarterly, 31(4), 705–737.
Ramayah, T., Ahmad, N. H., & Lo, M.-C. (2010). The role of quality factors in intention to continue using an e-learning system in Malaysia. Procedia Social and Behavioral Sciences, 2, 5422–5426. doi:10.1016/j.sbspro.2010.03.885
Ramayah, T., Yusoff, Y. M., Jamaludin, N., & Ibrahim, A. (2009). Applying the Theory of Planned Behavior (TPB) to Predict Internet Tax Filing Intentions. International Journal of Management, 26(2), 272–285.
Ramoo, V., Ramayah, T., Lo, M.-C., & Ping, T. A. (2013). Electronic Tax Filing: Preliminary Evidence from a Developing Country. In Pablos, Patricia Ordóñez De Lovelle, Juan Manuel Cueva Gayo, Jose Emilio Labra Tennyson, Robert D. (eds). E-Procurement Management for Succefull Electronic Government Systems (pp. 147–156). doi:10.4018/978-1-4666-2119-0.ch009
Rehman, M., Esichaikul, V., & Kamal, M. (2012). Factors influencing e-government adoption in Pakistan. Transforming Government: People, Process and Policy, 6(3), 258–282. doi:10.1108/17506161211251263
Saha, P., Nath, A. K., & Salehi-Sangari, E. (2012). Evaluation of government e-tax websites : an information quality and system quality approach. Transforming Government: People, Process and Policy, 6(3), 300–321. doi:10.1108/17506161211251281
Santhanamery, T., & Ramayah, T. (2012). Tax payers continued use of an e-filing system : A proposed model. Journal of Technics Technology Education Management (TTEM), 7(1), 249–258.
Satapathy, S., Mahapatra, S. S., Patel, S. K., Biswas, a., & Mishra, P. D. (2014). Service satisfaction in E_Electricity service in Odisha (a state of India) by structural equation modeling. Benchmarking: An International Journal, 21(4), 634–650. doi:10.1108/BIJ-07-2012-0049
Shiau, W.-L., & Chau, P. Y. K. (2012). Understanding blog continuance: a model comparison approach. Industrial Management & Data Systems, 112(4), 663–682. doi:10.1108/02635571211225530
Suki, N. M., & Ramayah, T. (2010). User Acceptance of the E-Government Services in Malaysia : Structural Equation Modelling Approach. Interdisciplinary Journal of Information, Knowledge, and Management, 5, 395–413.
Tallaha, A. M., Shukor, Z. A., & Hassan, N. S. A. (2014). Factors Influencing E-Filing Usage Among Malaysian Taxpayers : Does Tax Knowledge Matters? Jurnal Pengurusan, 40, 91–101.
Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and Electronic Government Success: An Empirical Study. Journal of Management Information Systems, 25(3), 99–131. doi:10.2753/MIS0742-1222250303
Thominathan, S., & Ramayah, T. (2014). Explaining the e-Government Usage Using Expectation Confirmation Model: The Case of Electronic Tax Filing in Malaysia. In L. G. Anthopoulos & C. G. Reddick (Eds.), L. G. Anthopoulos and C. G. Reddick (eds.), Government E-Strategic Planning and Management, Public Administration and Information Technology (Vol. 3, pp. 287–304). New York, NY: Springer New York. doi:10.1007/978-1-4614-8462-2
UNPAN. (2014). United Nations E-government Survey 2014: E-government for the future we want. Retrieved from https://publicadministration.un.org/egovkb/Portals/egovkb/Documents/un/2014-Survey/E-Gov_Complete_Survey-2014.pdf
Vathanophas, V., Krittayaphongphun, N., & Klomsiri, C. (2008). Technology acceptance toward e-government initiative in Royal Thai Navy. Transforming Government: People, Process and Policy, 2(4), 256–282. doi:10.1108/17506160810917954
Wang, Y.-S., & Liao, Y.-W. (2008). Assessing eGovernment systems success : A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25, 717–733. doi:10.1016/j.giq.2007.06.002
Wangpipatwong, S., Chutimaskul, W., & Papasratorn, B. (2008). Understanding C
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28-12-2015
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Chandra, P. (2015). THE INFLUENCE OF PERCEIVED SYSTEM QUALITY AND PERCEIVED INFORMATION QUALITY TOWARDS CONTINUANCE INTENTION OF TAX E-FILING SYSTEM IN MALAYSIA. Journal of Technology and Operations Management, 10(2), 52–63. https://doi.org/10.32890/jtom2015.10.2.8
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