The Citizen Satisfaction Towards E-Government in Sarikei town During Covid-19 Pandemic

Abstract

In March 2020 until we have reached the endemic phase, the Malaysian government and citizens are heavily dependent towards e-government during the COVID-19 pandemic. The government staff have been doing work from home and there is less interaction between the government staff and citizens. With the assistance of e-government, it eased the citizens to use the service and received massive usage since the implementation of Movement Control Order. However, there are problems that exist along the way. There are some of the citizens that still hold onto traditional method which is face-to-face interaction service, lack of trust towards the service, lack of trust and also less optimism on the government’s capability. Thus, this research aims to determine the level of citizen satisfaction towards e-government in Sarikei, Sarawak during Covid-19 pandemic. Numerous literature reviews were used to build the conceptual framework for this study which proposes a relationship between e-government portals and citizen satisfaction during Covid-19 pandemic in Sarikei town. Quantitative method will be used in this study. Online questionnaire will be published in order to collect the data among the Sarikei citizens which specifically have the experiences in using e-government. Pilot study will be conducted to check the validity, reliability and accuracy of questionnaires. The discussion of this study can contribute to the knowledge on e-government. Policy makers, implementers and citizens can also gain vast benefits because all of them plays a huge role for the success of e-government. This can be useful for other researchers as well for future reference especially on remote areas in certain states and be an input in implementing the policy of digitalization to enhance and improve the implementation of services.