Assessing Government to Business Services Performance: The Role of Human and Organizational Factors

In an attempt to deliver better service performance to businesses and improve the interactions, many public organizations have transformed their business activities by adopting information systems. The reformations of the government-to-business have led to the evaluation of the system service performance and investigation of the factors that shape the success of the IS implementation. Hence, the purpose of the study is to assess the government-to-business service performance and explore the human and organizational factors that influence the success. The findings indicate top management support, facilitating condition, user skills and attitude play a major role in influencing the government-to-business system usage among government agencies. In addition, use of IS in the interaction between government and business has significant influence on the service performance, measured as transparency, service quality and information quality. The findings provide a new perspective for public agencies in their future e-government implementation

An integrative approach to inter-organizational system implementation and evaluation: the case of government to business

Over the years, government-to-business (G2B) as an inter-organizational system has emerged as an essential part of e-government systems. Its development and usage have not only been expected to contribute to efficient and effective operations, but G2B is also anticipated for better transparency, reduced costs and improved process. However, although a rich body of literature exists regarding G2B, there is a lack of empirical research finding in understanding the system from multiple stakeholders’ perspectives. Hence, using a qualitative case study research approach, we seek to understand the inter-organizational system motivations, issues and challenges for its implementation and success evaluation from the context of system sponsor, government agencies and business organizations. Using the Malaysian background, a specific G2B system is being investigated which is the public e-procurement system. Discussion of the case findings is offered and implications of the study are explained. Keywords: inter-organizational system, government-to-business, public e-procurement system

IT Governance From Practitioners'Perspective: Sharing the Experience of a Malaysian University

The pervasive use of technology has led to organisations becoming more dependent on IT, hence the need for IT governance (ITG). ITG is viewed as IT behaviour deliberately designed and adopted by enterprises to enable them to achieve continuous organisation performance. Studies on how organisations achieve performance from ITG are relatively evolving. Thus frameworks on how universities govern their IT, if they exist, are scarce. This study attempts to explore how HEIs in Malaysia govern their IT to achieve performance based on empirical investigation of practitioners of a public university. Semi-structured interviews were conducted on three key university informants, namely, the Chief Information Officer; the IT Director and a management user, a Dean of functional unit. Interview's data were transcribed and thematic process of coding and theme generation was applied for analysis purposes. Based on this qualitative approach. The themes so generated were categorised under three capabilities of structure, process, and relations. Viewed from absorptive capacity of organisational learning theory, the findings show that when structures and processes are in place, the relationship between the IT and functional unit side of an organisation reflects the desired behaviour. The essence of such relationship is to attain effective IT governance, which will eventually lead to better organisation’s performance

A conceptual model of information technology innovation implementation effectiveness in higher education

Research on innovation in organizations has mainly focused on adoption phase as compared to implementation phase of innovation. Implementation is the critical gateway between the decision to adopt an innovation and the routine use of the innovation. In the case of IT innovation, while the development of IT innovation is relatively controllable, the actual implementation of IT is far more difficult to control as it involves complex interactions between people, technology and environment. Often times there is resistance in using the new technology and in many circumstances, the organization has to face IT implementation failure. In the context of higher education, there has been major transformation occurring in the formal education sector partly due to the development of IT innovation, as well as the form of networking, knowledge sharing and interactive learning that IT facilitate. Nevertheless, many universities are facing a lot of challenges in implementing IT innovation successfully. Although there have been some researches on the implementation of innovations in general, very few studies explored IT innovation implementation in the context of higher education. The purpose of this paper is to propose a conceptual framework for evaluating IT innovation implementation in higher educational institutions (HEIs), particularly in the developing countries. The proposed model was derived from the general innovation models, but was adapted to suit the HEIs context

The Institutional Spheres Of e-Government Usage

A large number of studies have been conducted in an attempt to investigate and understand the usage determinants of e-government applications. However, there seems to be lack of research that look into the factors of environment, termed as the institutional spheres, as most focus on technological, individual and organizational perspectives. Therefore, using institutional theory as a lens, a framework is proposed to consider the different institutional realms that will affect the decision to use the various types of e-governments applications. These aspects are drawn together into a model and its implications for future IS research are discussed

A success model for the Malaysian government e-procurement system: the buyer perspective

In Malaysia, there has been a tremendous effort in implementing e-government as a national agenda with the aims to increase public transparency, improve the sector efficiency and effectiveness and reduce public expenditure through lower operational costs. One of the e-government applications is the ePerolehan, a government-to-business (G2B) system that enables online public procurement coordination and transaction between government and businesses. However, there has been a lack of empirical research findings in evaluating the success and actual value of the system, and understanding the usage factors among government users. Hence, this research was undertaken to investigate the level of ePerolehan system success and the factors that contribute to this success, as perceived by the government users. The structural equation modeling results suggest the use of the Malaysian public e-procurement system has significant and positive influence to success, measured as transparency, service performance, efficiency and information quality The results also indicated that the main significant success factors of the ePerolehan system are found to be system compatibility, user attitude, organizational learning, mimetic pressure and supplier expectation. The findings provide several important implications not only for the government-to-business discipline, but also for e-government research and practice

Evaluating Malaysia's e-government flagship applications using the DeLone and McLean

This study had used the DeLone and McLean (2003, 2004) up-stream model of e-commerce success to evaluate Malaysia’s e-government flagship applications In this article, we present the evaluation results of Malaysia’s six e-government flagship applications from internal end-users’ perspective. The six flagship applications assessed were eservices, e-procurement, generic office environment, human resource management information system, project monitoring system and electronic labor exchange.This study adopted a cross-sectional survey research approach. A total of 437 questionnaires were distributed to non-clerical staff at seven lead implementing agencies namely the Road Transport Department (RTD), Treasury, the Malaysia Administration and Modernisation Planning Unit (MAMPU), Public Service Department (PSD), Ministry of Human Resources (MOHR), the Implementation Coordination Unit (ICU) and the Ministry of Health (MOH). The usable response rate was 29.7%. There was evidence to suggest that the e-government applications were generally successful in lead implementing agencies

Perception on E-CRM features for airline websites in Malaysia: Some empirical evidence

Currently, customers increasingly choose the websites to search and purchase flight tickets. This paper attempts to investigate the website quality in terms of e-CRM features that support online transactions for the purchase of flight tickets in Malaysia. The focus is on the features that support pre-purchase, purchase and post-purchase activities of online transaction. Using a survey questionnaire method, a total of 508 responses were collected among those who have experience using Malaysia airlines websites to purchase e-flight tickets.Based on descriptive analysis, the findings revealed that the respondents were generally satisfied with the airline e ticketing services offered by the top five Malaysia airlines. Related to e-CRM features, it was found that most online buyers generally found the e-CRM features supporting the pre-purchase, purchase and post-purchase as useful.Specifically, they perceived the websites features supporting their purchase activity are most satisfactory, compared to those supporting pre-purchase and post-purchase. This study is among a few that provides empirical evidence on this issue which Malaysia-based airline companies may use to provide better online customer services in the future

The institutional spheres of e-government usage

A large number ofstudies have been conducted in an attempt to investigate and understand the usage determinants ofe-government applications. However, there seems to be lack ofresearch that look into the factors of environment, termed as the institutional spheres, as most focus on technological, individual and organizational perspectives. Therefore, using institutional theory as a lens, a framework is proposed to consider the different institutional realms that will affect the decision to use the various types of e-governments applications. These aspects are drawn together into a model and its implications for future IS research are discussed

IT Alignment and Organizational Performance in Small Firms

This study focused on the alignment of business strategy and IT strategy among 256 small UK manufacturing firms. IT alignment was explored using both the matching and moderation approaches, leading to a measure of alignment for each firm. The group of firms with high IT alignment achieved better organisational performance than firms with low IT alignment. As well as confirming prior findings in large firms, the study extended our understanding of IT alignment in small firms