Customer Satisfaction with Information Technology Implementation in a Government Agency: A Survey on Royal Malaysian Customs

This study is conducted to investigate the extent of customer satisfaction of the service delivery process through the implementation of information technology (IT) in the Royal Malaysian Customs (RMC), one of the prominent and technology-pioneering government agencies in Malaysia. Data were collected from two types of customers, i.e. internal (employees) and external (business clients), specifically from the RMC officers in the state of Selangor who use the Customs Information System (CIS) for transhipment of goods (Customs Form 8-C8) and its business clients who comprise of forwarding agents, importers, and bonded warehouse licensees in the same state. The findings reveal that both types of customers are either indecisive and/ or doubtful with the performance of CIS used by the RMC. It can be concluded that it is of paramount importance for the RMC, a government agency that provides service to the industrial population as its core business, to fulfil the satisfaction of both types of customers by provision of improving its service delivery process through the CIS used so as to ensure that its IT adoption produces desirable outcomes.