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

  • Mohd Azri Abdul Manan
  • Kuldip Singh
  • Nur Aida Kipli


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.


Academy, E. (2022, April 29). Why Is a Pilot Study Important in Research? Retrieved from
Alias, E. S., Mohd Idris, S. H., Ashaari, N. S., & Kasimin, H. (2011). Evaluating e-government services in Malaysia using the EGOVSAT mode.
Alkraiji, A. I. (2020). Citizen Satisfaction With Mandatory E-government Services: A Conceptual Framework and an Empirical Validation. 13.
Allam, A. A., Abuali, A. N., Ghabban, F. M., & Ameerbakhsh, O. (2021). Citizens Satisfaction with E-Government Mobile Services and M-Health Application during the COVID-19 Pandemic in Al-Madinah Region. 636-650.
Baharon, B. M. (2017). Citizen Satisfaction with E-Government Portals in Malaysia. 22.
Daim, N., & Mohamed, N. R. (2020, April 25). PM: Covid-19 has accelerated adoption of digital culture. Retrieved from New Straits Times: 04/587501/pm-covid-19-has-accelerated-adoption-digital-culture
Haroon, R. (2021, December 12). News Straits Times. Retrieved from News Straits Times:
Hussein, R., Mohamed, N., Ahlan, A., & Mahmud, M. (2012). G2C Adoption of E-Government in Malaysia.
Kong, S. (2020, October 11). The Borneo Post. Retrieved from 2020/10/11/the-next-frontier-towards-digital-sarawak/
Mat Dawi, N., Namazi, H., Hwang, H. J., Ismail, S., Maresova, P., & Krejcar, O. (2021). Attitude Toward Protective Behavior Engagement During COVID-19 Pandemic in Malaysia: The Role of E-government and Social Media.
Prime Minister's Office of Malaysia. (2021, January 21). COVID-19 accelerates the growth of digital economy, says PM Muhyiddin. Retrieved from 2021/01/covid-19-accelerates-the-growth-of-digital-economy-says-pm-muhyiddin/
Ramli, R. M. (2017). e-Government Implementation Challenges in Malaysia and South Korea: A Comparative Study. 25.
Rohaidi, N. (2019, December 9). Retrieved from Govinsider.Asia: -gov/malaysia-end-to-end-digital-services-hanissull-jalis-mampu/
Saengchai, S., Sriyakul, T., & Jermsittiparsert, K. (2020). Linking e-Government with Citizen Satisfaction through Transparency, Accountability and Transformation of Government: An Empirical Study in Thailand. 19.
Said, F. (2020, September 8). What makes us Malaysian in the digital space? Retrieved from New Straits Times:
Shafie, S. (n.d.). e-Government Initiatives in Malaysia and the Role of the National. 15.
Shuib, L., Yadegaridehkordi, E., & Ainin, S. (2018). Malaysian urban poor adoption of e-government applications and their satisfaction.
The Official Portal of Sarawak Government. (2020). Retrieved from https://sarawak.
Thestar. (2020, July 31). The Star. Retrieved from 2020/07/31/need-to-address-digital-divide.
How to Cite
ABDUL MANAN, Mohd Azri; SINGH, Kuldip; KIPLI, Nur Aida. The Citizen Satisfaction Towards E-Government in Sarikei town During Covid-19 Pandemic. International Journal of Business and Technology Management, [S.l.], v. 5, n. 3, p. 242-250, sep. 2023. ISSN 2682-7646. Available at: <>. Date accessed: 24 june 2024.