Users’ satisfaction with e-government services

Case study on Myanmar companies online (MyCO) system




e-Government service; user’s satisfaction, Technology Acceptance Model (TAM), user-centric public service, Myanmar Companies Online (MyCO)


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.


Download data is not yet available.


Abdul, M., Inshirah & Pandey, Jitendra & Dattana, V. (2020). E- Government Service Quality and its Effectiveness. Journal of Student Research, 10.47611/

Al-Kaseasbeh, H.M., Harada, Y., & Saraih, U.N. (2019). e-Government Services Assessment from the Perspective of Citizens Interaction and Satisfaction in Jordan: Pilot Study. International Journal of Research and Review (2349-9788), 6, 50-60.

Almahamid, S. O. U. D., Mcadams, A. C., Al Kalaldeh, T. A. H. E. R., & MO'TAZ, A. S. E. (2010). The relationship between perceived usefulness, perceived ease of use, perceived information quality, and intention to use e-government. Journal of Theoretical & Applied Information Technology, (1817-3195),11(1):30-44.

Azmi, A.A. (2010). The Acceptance of the e-Filing System by Malaysian Taxpayers: A Simplified Model. Electronic Journal of e-Government, (1479-439X),8.1: 23-32.

Baharon, B. M., Yap, C. S., Ashar, S. F. E., Hanafi, M. H. H. M., & Hazmi, M. S. R. M. (2017). Citizen Satisfaction with e-Government Portals in Malaysia. International Journal of Business and Information, (1746-0980), 12(3), 289-309.

Chan, Frank KY, et al. (2021). Service Design and Citizen Satisfaction with E?Government Services: A Multidimensional Perspective. Public Administration Review Journal. 81.5: 874-894.

Changlin Wang, Thompson S.H. Teo. (2020). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China, International Journal of Information Management (0268-4012), 52, 2020, 102076.

Chen, C. W. (2010). Impact of quality antecedents on taxpayer satisfaction with online tax-filing systems—An empirical study. Information & Management Journal, 47(5-6), 308-315.

C. Wang, R. Fang, Z. Lu and Y. Feng. (2011). E-Government Satisfaction: A Conceptual Model, in Information Technology, Computer Engineering and Management Sciences, International Conference of, Nanjing, China, 2011 pp. 298-300.

Dewi, G. M. M., Joshua, L., Ikhsan, R. B., Yuniarty, Y., Sari, R. K., & Susilo, A. (2021, August). Perceived Risk and Trust in Adoption E-Wallet: The Role of Perceived Usefulness and Ease of use. In 2021 International Conference on Information Management and Technology (ICIMTech) (Vol. 1, pp. 120-124). IEEE. 9535033

Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. 2307/ 249008

Floropoulos, J., Spathis, C., Halvatzis, D., & Tsipouridou, M. (2010). Measuring the success of the Greek taxation information system. International Journal of Information Management, (0268-4012),30(1), 47-56. 00156-0

Hasan Zahid, Saqib Ali, Emad Abu-Shanab, Hafiz Muhammad Usama Javed. (2022). Determinants of intention to use e-government services: An integrated marketing relation view, Telematics and Informatics (0736-5853), 68, 2022, 101778,

Hadiantini, Ratih & Silalahi, & Hendrayati, H. (2021). The Importance of Consumer Satisfaction for E-Commerce Users: How That Affects Consumer Behavior on Consumer Satisfaction? First International Conference on Science, Technology, Engineering and Industrial Revolution (ICSTEIR 2020).

Hu, P. J. H., Brown, S. A., Thong, J. Y., Chan, F. K., & Tam, K. Y., (2009). Determinants of service quality and continuance intention of online services: The case of e-Tax. Journal of the American Society for Information Science and Technology, (1532-2890), 60(2), 292-306.

Isaac, K. M., & Chuanyong L. (2021). Exploring Factors Determining Chinese College Students' Satisfaction with E-Government Services: The Technology Acceptance Model (TAM) Approach, Information Resources Management Journal (IRMJ) (1040-1628), IGI Global, vol. 34(3); 1-20, July.

Isaac K. M. (2020). Impact of Government Capacity and E-Government Performance on the Adoption of E-Government Services, International Journal of Public Administration, 43:4, 303-311.

Islami, Muhammad & Asdar, Muhammad & Baumassepe, Andi. (2021). Analysis of Perceived Usefulness and Perceived Ease of Use to the Actual System Usage through Attitude Using Online Guidance Application. Hasanuddin Journal of Business Strategy. 3. 52-64. 10.26487/hjbs.v3i1.410.

Joy Billanes, Peter Enevoldsen. (2021). A critical analysis of ten influential factors to energy technology acceptance and adoption, Energy Reports (2352-4847), 7: 6899-6907.

Maria H. M., Maisarah B. A., Zullina H. S., Taslima J. (2021). Integration of TAM, TPB, and TSR in understanding library user behavioral utilization intention of physical vs. E-book format, The Journal of Academic Librarianship (0099-1333), 47, 5, 102399.

Manindra, R., Krishnendu S. (2021). An extension of technology acceptance model for mHealth user adoption, Technology in Society (0160-791X), 67, 2021, 101800.

Mensah, I. K., & Mi, J. (2018). An Empirical Investigation of the Impact of Demographic Factors on E-Government Services Adoption. International Journal of E-Services and Mobile Applications (IJESMA), 10(2), 17-35.

Nisar, Tahir & Prabhakar, Guru. (2017). What factors determine e-satisfaction and consumer spending in e-commerce retailing?. Journal of Retailing and Consumer Services. 39. 135-144.

Nisar Ahmad, Muhammad Waqas, Xiaojuan Zhang. (2021). Public Sector Employee Perspective towards Adoption of E-Government in Pakistan: A Proposed Research Agenda, Data and Information Management (2543-9251), 5, 1, 2021; 119-124.

Omar K., Scheepers H., Stockdale R. (2011). e-Government Service Quality Assessed through the Public Value Lens. In: Janssen M., Scholl H.J., Wimmer M.A., Tan Y. (eds) Electronic Government. EGOV 2011. Lecture Notes in Computer Science, vol 6846. Springer, Berlin, Heidelberg.

Mercy Samuel, Gayatri Doctor, Perez Christian, Manvita Baradi. (2020). Drivers and barriers to e-Government adoption in Indian cities, Journal of Urban Management, (2226-5856), 9(4), 408-417. https://doi. org/10.1016/ j.jum.2020.05.002

Mine O., Dondu B., Serhat O. (2021). Extending the technology acceptance model to explain how perceived augmented reality affects consumers' perceptions, Computers in Human Behavior (0747-5632), 128,2022,107127.

Rajesh Sharma, Rajhans Mishra, Abhishek Mishra. (2021). Determinants of satisfaction among social entrepreneurs in e-Government services, International Journal of Information Management (0268-4012), 60, 102386.

Ramadania & Rosnani, Titik & Fauzan, Rizky & Caisar Darma, Dio. (2021). The Study of Perceived Risk and E-Service Convenience Towards Satisfaction and Trust of Online Academic Users in Indonesia. International Journal of Media and Information Literacy. 6. 387-395.

Saha P., Nath A., Salehi-Sangari E. (2010). Success of Government E-Service Delivery: Does Satisfaction Matter? In: Wimmer M.A., Chappelet JL., Janssen M., Scholl H.J. (eds) Electronic Government. EGOV 2010. Lecture Notes in Computer Science, vol 6228. Springer, Berlin, Heidelberg.

Yan Li, Huping Shang. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-Government: Empirical evidence from China, The International Journal of Information Systems Theories and Applications (0378-7206), 57, 3, 2020, 103197.

Yingying, M. (2021). Elucidating determinants of customer satisfaction with live-stream shopping: An extension of the information systems success model, Telematics and Informatics (0736-5853), 65, 2021, 101707.

Yongping Z., Segu O., Hee C. M. (2021). Service transformation under industry 4.0: Investigating acceptance of facial recognition payment through an extended technology acceptance model, Technology in Society (0160-791X), 64, 2021, 101515. j.techsoc.2020.101515

Yang M., Mamun AA., Mohiuddin M., Nawi NC., Zainol NR. (2021). Cashless Transactions: A Study on Intention and Adoption of e-Wallets. Sustainability, 13(2):831.

Zhipeng N., Xiaowei H., Shouming Q., Haihua Y., Siqing W., Shi A. (2021). Determinants to parking mode alternatives: A model integrating technology acceptance model and satisfaction–loyalty model, Transportation Research Part A: Policy and Practice (0965-8564), 152; 216-234.




How to Cite

Aye Aye Myint. (2022). Users’ satisfaction with e-government services: Case study on Myanmar companies online (MyCO) system . International Journal of Research in Business and Social Science (2147- 4478), 11(3), 73–81.



Strategic Approach to Business Ecosystem and Organizational Development