Continuance intention of e-government service: A study of tax e-filing system in Malaysia

Governments in every country including Malaysia have spent huge amount of money for the development of electronic government services generally and specifically in tax e-filing system to ease the government services. Despite increases in investments and expenses in the development of e-government se...

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Main Author:	Punitha, Chandra
Format:	Thesis
Language:	eng eng
Published:	2017
Subjects:	HV Social Pathology Social and Public Welfare
Online Access:	https://etd.uum.edu.my/6686/8/s94575_01.pdf https://etd.uum.edu.my/6686/9/s94575_02.pdf
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id	my-uum-etd.6686
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ibrahim, Amlus
topic	HV Social Pathology Social and Public Welfare
spellingShingle	HV Social Pathology Social and Public Welfare Punitha, Chandra Continuance intention of e-government service: A study of tax e-filing system in Malaysia
description	Governments in every country including Malaysia have spent huge amount of money for the development of electronic government services generally and specifically in tax e-filing system to ease the government services. Despite increases in investments and expenses in the development of e-government services and considering low level usage of this service compared to its availability is an important issue to be considered. At this vein, investigating the continuance intention of tax e-filing system is important, as the more citizens continuously use the tax e-filing system, the more operation and management cost could be reduced, to achieve target of usage by taxpayers in near future and for the success of this system. As such, aim of this research is to investigate the influence of trust, perceived system quality and perceived information quality on continuance intention of tax e-filing system among taxpayers in Malaysia. The results of this study were obtained from 425 taxpayers in Malaysia by using the Structural Equation Modelling (SEM) AMOS. Overall, most of the hypotheses developed were supported with the acceptable beta value between 2.857 to 12.453. The study found that perceived usefulness, trust, perceived system quality and satisfaction have significant positive influence on continuance intention of tax e-filing system, while, perceived information quality has insignificant influence on continuance intention of tax e-filing system. On other hand, trust, perceived system quality and confirmation have significant influence on satisfaction. Additionally, satisfaction was found mediates the relationship between trust and continuance intention, and perceived system quality and continuance intention. Hence, the finding of this study imply that full benefits and success of the e-filing system cannot be realized without continued usage as an e-government service can be considered success if a significant number of users move beyond the initial adoption and use the e-government services on a continual basis.
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Punitha, Chandra
author_facet	Punitha, Chandra
author_sort	Punitha, Chandra
title	Continuance intention of e-government service: A study of tax e-filing system in Malaysia
title_short	Continuance intention of e-government service: A study of tax e-filing system in Malaysia
title_full	Continuance intention of e-government service: A study of tax e-filing system in Malaysia
title_fullStr	Continuance intention of e-government service: A study of tax e-filing system in Malaysia
title_full_unstemmed	Continuance intention of e-government service: A study of tax e-filing system in Malaysia
title_sort	continuance intention of e-government service: a study of tax e-filing system in malaysia
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2017
url	https://etd.uum.edu.my/6686/8/s94575_01.pdf https://etd.uum.edu.my/6686/9/s94575_02.pdf
_version_	1747828104027439104
spelling	my-uum-etd.66862021-08-18T05:42:34Z Continuance intention of e-government service: A study of tax e-filing system in Malaysia 2017 Punitha, Chandra Ibrahim, Amlus College of Business (COB) College of Business HV Social Pathology. Social and Public Welfare Governments in every country including Malaysia have spent huge amount of money for the development of electronic government services generally and specifically in tax e-filing system to ease the government services. Despite increases in investments and expenses in the development of e-government services and considering low level usage of this service compared to its availability is an important issue to be considered. At this vein, investigating the continuance intention of tax e-filing system is important, as the more citizens continuously use the tax e-filing system, the more operation and management cost could be reduced, to achieve target of usage by taxpayers in near future and for the success of this system. As such, aim of this research is to investigate the influence of trust, perceived system quality and perceived information quality on continuance intention of tax e-filing system among taxpayers in Malaysia. The results of this study were obtained from 425 taxpayers in Malaysia by using the Structural Equation Modelling (SEM) AMOS. Overall, most of the hypotheses developed were supported with the acceptable beta value between 2.857 to 12.453. The study found that perceived usefulness, trust, perceived system quality and satisfaction have significant positive influence on continuance intention of tax e-filing system, while, perceived information quality has insignificant influence on continuance intention of tax e-filing system. On other hand, trust, perceived system quality and confirmation have significant influence on satisfaction. Additionally, satisfaction was found mediates the relationship between trust and continuance intention, and perceived system quality and continuance intention. Hence, the finding of this study imply that full benefits and success of the e-filing system cannot be realized without continued usage as an e-government service can be considered success if a significant number of users move beyond the initial adoption and use the e-government services on a continual basis. 2017 Thesis https://etd.uum.edu.my/6686/ https://etd.uum.edu.my/6686/8/s94575_01.pdf text eng public https://etd.uum.edu.my/6686/9/s94575_02.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abdullah, N. R. W., Mansor, N. B., & Hamzah, A. (2013). Keeping ahead of the game: Innovations and challenges in e-government in Malaysia. The Economic and Labour Relations Review, 24(4), 549–567. doi:10.1177/1035304613508868. Abidin, N. Z., & Kasimin, H. (2011). 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Continuance intention of e-government service: A study of tax e-filing system in Malaysia

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