User satisfaction evaluation of Malaysian e-government education services

Abstract

This paper investigates user satisfaction evaluation of Malaysian e-government education services. Although different frameworks and methods have been used to evaluate the quality of online services e.g., SERVQUAL, SERVPERF and other practitioner-orientated tools, in this paper we propose the usefulness of importance-performance analysis (IPA). A major benefit of IPA is that it allows both importance and performance to be measured using a two-dimensional grid. More specifically, IPA is used to evaluate education online services in Malaysia from the user (citizen) perspective and to identify areas of strategic importance which can help to improve future online services in Malaysia. The paper raises the issue that despite the increased uptake of e-government in Malaysia, there is the need for more practical evaluation tools to gauge the perceptions of citizens in their use of e-government, particularly from an educational context.