EXPLORING THE INFLUENCE OF TRUST AND PERCEIVED SYSTEM QUALITY ON CONTINUANCE INTENTION TOWARD E-FILING SYSTEM OF MALAYSIAN E-GOVERNMENT SERVICE. A LITERATURE REVIEW
DOI:
https://doi.org/10.32890/jtom2015.10.2.9Keywords:
e-government, e-filing, continuance intention, trustAbstract
In the current globalization arena, organizations are competing each others to survive in this era. At the same time government of each countries facing challenges and keep on finding the better ways to provide the better government services to the their stakeholders. Moreover, as the citizens become more internet savvy and have experienced of good quality of electronic services (e-services) from private sectors; this caused citizens' to expect the same high standards of e-services from government agencies in the delivery of public services. 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. Thus, at this vein continuance intention towards e-government services deems to be important as ineffective usage of e-government service after initial adoption caused undesirable cost and waste of development of particular e-government service.
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References
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
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.
Al-Mamari, Q., Corbitt, B., & Gekara, V. O. (2013). E-government adoption in Oman : motivating factors from a government perspective. Transforming Government: People, Process and Policy, 7(2), 199–224. doi:10.1108/17506161311325369
Ambali, A. R. (2009). E-Government Policy : Ground Issues in E-Filing System. European Journal of Social Sciences, 11(2), 249–266.
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
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351–370.
Belanche, D., Casalo, L. V., & Flavian, C. (2012). Integrating trust and personal values into the Technology Acceptance Model : The case of e-government services adoption. Cuadernos de EconomÃa Y Dirección de La Empresa, 15, 192–204.
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
Belanger, F., & Carter, L. (2008). Trust and risk in e-government adoption. Journal of Strategic Information Systems, 17, 165–176. doi:10.1016/j.jsis.2007.12.002
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.
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.
Evans, D., & Yen, D. C. (2006). E-Government: Evolving relationship of citizens and government, domestic, and international development. Government Information Quarterly, 23, 207–235. doi:10.1016/j.giq.2005.11.004
Guinea, A. O. De, & Markus, M. L. (2009). Why Break the Habit of a Lifetime? Rethinking the Roles of Intention, Habit, and Emotion in Continuing Information Technology Use. MIS Quarterly, 33(3), 433–444.
Hernandez-Ortega, B. (2011). The role of post-use trust in the acceptance of a technology: Drivers and consequences. Technovation, 31(10-11), 523–538. doi:10.1016/j.technovation.2011.07.001
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
Hossain, M. A., & Quaddus, M. (2012). Expectation–Confirmation Theory in Information System Research: A Review and Analysis. In Y. K. Dwivedi, M. R. Wade, & S. L. Schneberger (Eds.), Y.K. Dwivedi et al. (eds.), Information Systems Theory: Explaining and Predicting Our Digital Society, Vol. 1, Integrated Series in Information Systems (Vol. 28, pp. 441–469). New York, NY: Springer New York. doi:10.1007/978-1-4419-6108-2
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
Hussein, R., Mohamed, N., Ahlan, A. R., Mahmud, M., & Aditiawarman, U. (2009). G2C Acceptance in Malaysia: Trust, Perceived Risk and Political Efficacy. In Proceedings of the Third international conference on Innovation and Information and Communication Technology (ISIICT ) (pp. 165–174).
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.
Joseph, R. C. (2013). A structured analysis of e-government studies: Trends and opportunities. Government Information Quarterly, 30(4), 435–440. doi:10.1016/j.giq.2013.05.006
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).
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
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), 709–734.
Meikeng, Y. (2014). Bandwidth for e-filing website increased three-fold. The Star.
Papadopoulou, P., Nikolaidou, M., & Martakos, D. (2010). What Is Trust in E-Government? A Proposed Typology. In Proceedings of the 43rd Hawaii International Conference on System Sciences (pp. 1–10). Ieee. doi:10.1109/HICSS.2010.491
Pavlou, P. A., & Fygenson, M. (2006). Understanding and Predicting Electronic Commerce Adoption: An Extension of the Theory of Planned Behavior. MIS Quarterly, 30(1), 115–143.
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
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
Santhanamery, T., & Ramayah, T. (2015). Understanding the Effect of Demographic and Personality Traits on the E-Filing Continuance Usage Intention in Malaysia. Global Business Review, 2(2010), 133–149. doi:10.1177/0972150914553459
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
Sengovia, R. H., Jennex, M. E., & Beatty, J. (2009). Paralingual Web Design and Trust in E-Government. International Journal of Electronic Government Research, 5(1), 36–49.
Shajari, M., & Ismail, Z. (2014). Constructing an Adoption Model for e-Government Services. Jurnal Teknologi(Sciences and Engineering), 68(2), 29–37.
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
Srivastava, S. C., & Teo, T. S. H. (2007). E-Government Payoffs: Evidence from Cross-Country Data. Journal of Global Information Management, 15(4), 20–40.
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
UNPAN. (2012). United Nations E-Government Survey 2012 E-government for the People. Retrieved from http://unpan3.un.org/egovkb/Portals/egovkb/Documents/un/2012-Survey/Complete-Survey.pdf
Venkatesh, V., Thong, J. Y. L., Chan, F. K. Y., Hu, P. J.-H., & Brown, S. A. (2011). Extending the two-stage information systems continuance model: incorporating UTAUT predictors and the role of context. Information Systems Journal, 21(6), 527–555. doi:10.1111/j.1365-2575.2011.00373.x
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. (2009). Quality Enhancing the Continued Use of E-Government Web Sites: Evidence from E-Citizens of Thailand. International Journal of Electronic Government Research, 5(1), 19–35.
Warkentin, M., Gefen, D., Pavlou, P. A., & Rose, G. M. (2002). Encouraging Citizen Adoption of e-Government by Building Trust. Electronic Markets, 12(3), 157–162. doi:10.1080/101967802320245929
Waseda University. (2013). Waseda University International E-Government Ranking 2013.
Yahya, M., Nadzar, F., & Abdul, B. (2012). Examining User Acceptance of E-Syariah Portal Among Syariah Users in Malaysia. Procedia - Social and Behavioral Sciences, 67, 349–359. doi:10.1016/j.sbspro.2012.11.338
Zheng, Y., Zhao, K., & Stylianou, A. (2013). The impacts of information quality and system quality on users’ continuance intention in information-exchange virtual communities: An empirical investigation. Decision Support Systems, 56, 513–524. doi:10.1016/j.dss.2012.11.008
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.
Al-Mamari, Q., Corbitt, B., & Gekara, V. O. (2013). E-government adoption in Oman : motivating factors from a government perspective. Transforming Government: People, Process and Policy, 7(2), 199–224. doi:10.1108/17506161311325369
Ambali, A. R. (2009). E-Government Policy : Ground Issues in E-Filing System. European Journal of Social Sciences, 11(2), 249–266.
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
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351–370.
Belanche, D., Casalo, L. V., & Flavian, C. (2012). Integrating trust and personal values into the Technology Acceptance Model : The case of e-government services adoption. Cuadernos de EconomÃa Y Dirección de La Empresa, 15, 192–204.
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
Belanger, F., & Carter, L. (2008). Trust and risk in e-government adoption. Journal of Strategic Information Systems, 17, 165–176. doi:10.1016/j.jsis.2007.12.002
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.
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.
Evans, D., & Yen, D. C. (2006). E-Government: Evolving relationship of citizens and government, domestic, and international development. Government Information Quarterly, 23, 207–235. doi:10.1016/j.giq.2005.11.004
Guinea, A. O. De, & Markus, M. L. (2009). Why Break the Habit of a Lifetime? Rethinking the Roles of Intention, Habit, and Emotion in Continuing Information Technology Use. MIS Quarterly, 33(3), 433–444.
Hernandez-Ortega, B. (2011). The role of post-use trust in the acceptance of a technology: Drivers and consequences. Technovation, 31(10-11), 523–538. doi:10.1016/j.technovation.2011.07.001
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
Hossain, M. A., & Quaddus, M. (2012). Expectation–Confirmation Theory in Information System Research: A Review and Analysis. In Y. K. Dwivedi, M. R. Wade, & S. L. Schneberger (Eds.), Y.K. Dwivedi et al. (eds.), Information Systems Theory: Explaining and Predicting Our Digital Society, Vol. 1, Integrated Series in Information Systems (Vol. 28, pp. 441–469). New York, NY: Springer New York. doi:10.1007/978-1-4419-6108-2
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
Hussein, R., Mohamed, N., Ahlan, A. R., Mahmud, M., & Aditiawarman, U. (2009). G2C Acceptance in Malaysia: Trust, Perceived Risk and Political Efficacy. In Proceedings of the Third international conference on Innovation and Information and Communication Technology (ISIICT ) (pp. 165–174).
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.
Joseph, R. C. (2013). A structured analysis of e-government studies: Trends and opportunities. Government Information Quarterly, 30(4), 435–440. doi:10.1016/j.giq.2013.05.006
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).
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
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), 709–734.
Meikeng, Y. (2014). Bandwidth for e-filing website increased three-fold. The Star.
Papadopoulou, P., Nikolaidou, M., & Martakos, D. (2010). What Is Trust in E-Government? A Proposed Typology. In Proceedings of the 43rd Hawaii International Conference on System Sciences (pp. 1–10). Ieee. doi:10.1109/HICSS.2010.491
Pavlou, P. A., & Fygenson, M. (2006). Understanding and Predicting Electronic Commerce Adoption: An Extension of the Theory of Planned Behavior. MIS Quarterly, 30(1), 115–143.
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
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
Santhanamery, T., & Ramayah, T. (2015). Understanding the Effect of Demographic and Personality Traits on the E-Filing Continuance Usage Intention in Malaysia. Global Business Review, 2(2010), 133–149. doi:10.1177/0972150914553459
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
Sengovia, R. H., Jennex, M. E., & Beatty, J. (2009). Paralingual Web Design and Trust in E-Government. International Journal of Electronic Government Research, 5(1), 36–49.
Shajari, M., & Ismail, Z. (2014). Constructing an Adoption Model for e-Government Services. Jurnal Teknologi(Sciences and Engineering), 68(2), 29–37.
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
Srivastava, S. C., & Teo, T. S. H. (2007). E-Government Payoffs: Evidence from Cross-Country Data. Journal of Global Information Management, 15(4), 20–40.
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
UNPAN. (2012). United Nations E-Government Survey 2012 E-government for the People. Retrieved from http://unpan3.un.org/egovkb/Portals/egovkb/Documents/un/2012-Survey/Complete-Survey.pdf
Venkatesh, V., Thong, J. Y. L., Chan, F. K. Y., Hu, P. J.-H., & Brown, S. A. (2011). Extending the two-stage information systems continuance model: incorporating UTAUT predictors and the role of context. Information Systems Journal, 21(6), 527–555. doi:10.1111/j.1365-2575.2011.00373.x
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. (2009). Quality Enhancing the Continued Use of E-Government Web Sites: Evidence from E-Citizens of Thailand. International Journal of Electronic Government Research, 5(1), 19–35.
Warkentin, M., Gefen, D., Pavlou, P. A., & Rose, G. M. (2002). Encouraging Citizen Adoption of e-Government by Building Trust. Electronic Markets, 12(3), 157–162. doi:10.1080/101967802320245929
Waseda University. (2013). Waseda University International E-Government Ranking 2013.
Yahya, M., Nadzar, F., & Abdul, B. (2012). Examining User Acceptance of E-Syariah Portal Among Syariah Users in Malaysia. Procedia - Social and Behavioral Sciences, 67, 349–359. doi:10.1016/j.sbspro.2012.11.338
Zheng, Y., Zhao, K., & Stylianou, A. (2013). The impacts of information quality and system quality on users’ continuance intention in information-exchange virtual communities: An empirical investigation. Decision Support Systems, 56, 513–524. doi:10.1016/j.dss.2012.11.008
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28-12-2015
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Ibrahim, A., & Chandra, P. (2015). EXPLORING THE INFLUENCE OF TRUST AND PERCEIVED SYSTEM QUALITY ON CONTINUANCE INTENTION TOWARD E-FILING SYSTEM OF MALAYSIAN E-GOVERNMENT SERVICE. A LITERATURE REVIEW. Journal of Technology and Operations Management, 10(2), 65–76. https://doi.org/10.32890/jtom2015.10.2.9
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