Title: Evaluating e-government in Malaysia: an Importance-Performance grid Analysis (IPA) of citizens and service providers

Authors: Meng Seng Wong, George Philip, Colm Fearon

Addresses: Queen's University Management School, The Queen's University of Belfast, Belfast BT7 1NN, Northern Ireland, UK. ' Queen's University Management School, The Queen's University of Belfast, Belfast BT7 1NN, Northern Ireland, UK. ' Queen's University Management School, The Queen's University of Belfast, Belfast BT7 1NN, Northern Ireland, UK

Abstract: Using a modified Importance-Performance Analysis (IPA) grid (Martilla and James, 1977), this paper describes the evaluation of a leading e-government project in Malaysia from the perspectives of both providers and citizens. Respondents were asked to rate the importance which they attached to each of the benefits from e-government, followed by a performance rating of these items. The IPA grid was then used to interpret the responses. This study enabled us to identify areas for strategic focus in the development of future Malaysian e-Government strategy including a number of useful guidelines and recommendations for policy makers.

Keywords: e-government strategy; IPA; importance-performance analysis; performance evaluation; Malaysia; electronic business; e-business; electronic government; citizens; service providers.

DOI: 10.1504/IJEB.2009.024623

International Journal of Electronic Business, 2009 Vol.7 No.2, pp.105 - 129

Available online: 12 Apr 2009 *

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