Eliciting the User Requirements of Mobile Government Services in Malaysia Using Focus Group Method

Abstract: Mobile government implementation in Malaysia is still in its very early stages. In this regard, we need to investigate the potential needs of users of m-Government services. In addition, there is a need to identify the factors that lead to the integration of the services provided with users´everyday practices. In this research, we examined different groups of citizens with varying needs and practices in the available technologies. Focus groups are used as a data collection method in different fields. They have been used as a data collection method in this research. Our results show that although awareness of mobile government services is reasonably high, only a small number of Malaysians actually use mobile government services. However, citizens acknowledge that mobile government services can be useful, easy to use and convenient. Moreover, both the discussion groups and the questionnaire addressed the problems, limitations, and improvement needs related to the m-Government services.

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Authors: Ahmad Al Thunibat, Nor Azan Mat Zin, Noraidah Sahari Ashaari