Users’ satisfaction with e-government services: Case study on Myanmar companies online (MyCO) system Research in Business & Social Science

This study aims to investigate users’ satisfaction with e-Government services of Myanmar through a study of a specific e-Government service, the Myanmar Companies Online registration (MyCO) system. The MyCO system was chosen for this study because it is the initiative well-developed e-Government service in Myanmar. On the other hand, the company registration authority of Myanmar, the Directorate of Investment and Company Administration (DICA), has continuously made every endeavor to optimize responsive its e-Government services, after almost four years from the launching date of the MyCO system, systematically analyzing for optimizing the system still remains to research. In order to track public perception of the system, an online survey was conducted. The questionnaires were designed based on the Technology Acceptance Model in the fields of customer satisfaction consisting mainly of three main factors, perceived ease of use, perceived usefulness and perceived risk. Questionnaires were collected and analyzed with the respondents identifying themselves as having used the MyCO system. Notwithstanding the overall 79% of respondents were very satisfied and 20% were satisfied to some extent, payment transaction issues and some technical challenges are still remained in the system to be addressed to become a better user-centric public service. This study will support a number of contributions to find out the gap between e-Government services implementation and how publics’ expectations of e-Government services. The result of this study will provide awareness to DICA to improve more efficiency and effectiveness in implementing best practices in the provision of user-centric public services based on the public’s needs and demands. of users on MyCO system. With this aim, this study will address the users’ satisfaction level on MyCO system by using TAM model: particularly three main factors, perceived ease of use (PEOU), perceived usefulness (PU) and perceived risk (PR) which identify the accessibility issues in MyCO system. This study will contribute to future studies on e-Government adoption, and government and e-Government practitioners in designing and promoting e-Government services particularly in Myanmar. This study will partly be contributed in finding out the gap between e-Government implementation and how users’ expectation on public services. The study of (Mine, O., et al., 2021) described that the effect of augmented reality use in mobile applications on consumers’ behavioral intentions towards the use of the mobile application and perceptions underlying this effect by employing the Technology Acceptance Model (TAM), and the study indicated that the PE, PU, PI had positive and direct effects on the behavioral intentions to use the application (BIUA). (Changlin, W., et al, 2020) studied online service quality and perceived value in mobile government success: An empirical study of mobile police in China, and show that the relationship between online service quality and citizen satisfaction is positively moderated by offline service quality, while citizen satisfaction partially mediates the relationships between service (but not system and perceived (Ramadania et al., 2021) prove that The have