Title: The needs and criteria of kiosks in supporting e-government

Authors: Norshila Shaifuddin; Mohd Jasmi Md. Piah; Raja Noriza Raja Ariffin

Addresses: Universiti Teknologi Mara, Kampus Puncak Perdana, No.1, Jalan Pulau Angsa AU10/A, Sekyen U10, 40150 Shah Alam, Selangor, Malaysia ' Ibu Pejabat, Jabatan Kastam Diraja Malaysia, Kompleks Kementerian Kewangan, No.3, Persiaran Perdana Dua, 62596 Putrajaya, Malaysia ' Faculty of Economic and Administration Building, Department of Administrative Studies and Politics, University of Malaya, 50603, Kuala Lumpur, Malaysia

Abstract: This paper aims to understand/identify the needs and criteria to provide self-service kiosks in supporting of e-government environment in the Royal Malaysian Customs Department (RMCD). The methodology of the study is a survey of 196 respondents at the Royal Malaysian Customs Department in Selangor with a concentration on the West Port area. The findings show that the customers required a self-service kiosk as a channel to access information and services in this department. However, it is found that the level of the kiosk access depends on the benefits and features of the kiosk and the types of the kiosk services. There is a significant relationship between the need for a self-service kiosk provision and the need to access information through the kiosk.

Keywords: self-service kiosks; electronic government; customs; information technology; ICT; e-government; information access; Malaysia.

DOI: 10.1504/EG.2014.063315

Electronic Government, an International Journal, 2014 Vol.11 No.1/2, pp.83 - 100

Accepted: 21 Mar 2014
Published online: 30 Apr 2015 *

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