Investigating the nature of expectations and its influence on attitudes towards Malaysian government e-services

This paper investigates the nature of expectations and its influence on attitudes towards government electronic services (e-services) in Malaysia. Based on a discussion of findings from in-depth focus group studies with government providers and users of e-services in Malaysia, a conceptual model is devised which explores both the extrinsic and intrinsic forces (in the form of e-government stimuli) influencing the articulation and actualization of stakeholder expectations, which can sway attitudes toward e-services. Key contributing factors (e.g., technological issues, managerial/institutional challenges, resource constraints, user needs), which have inhibited the extent of benefits realization when using e-services are explored. The model also introduces the concept of situational context—the importance of considering e-services in relation to its specific setting or circumstances at play.