Users’ satisfaction with e-government services

Abstract

This study aims to investigate users’ satisfaction with e-Government services of Myanmar through a study of a specific e-Government service, the Myanmar Companies Online registration (MyCO) system. The MyCO system was chosen for this study because it is the initiative well-developed e-Government service in Myanmar. On the other hand, the company registration authority of Myanmar, the Directorate of Investment and Company Administration (DICA), has continuously made every endeavor to optimize responsive its e-Government services, after almost four years from the launching date of the MyCO system, systematically analyzing for optimizing the system still remains to research. In order to track public perception of the system, an online survey was conducted. The questionnaires were designed based on the Technology Acceptance Model in the fields of customer satisfaction consisting mainly of three main factors, perceived ease of use, perceived usefulness and perceived risk. Questionnaires were collected and analyzed with the respondents identifying themselves as having used the MyCO system. Notwithstanding the overall 79% of respondents were very satisfied and 20% were satisfied to some extent, payment transaction issues and some technical challenges are still remained in the system to be addressed to become a better user-centric public service. This study will support a number of contributions to find out the gap between e-Government services implementation and how publics’ expectations of e-Government services. The result of this study will provide awareness to DICA to improve more efficiency and effectiveness in implementing best practices in the provision of user-centric public services based on the public’s needs and demands.