The adoption factors of using e-Government services: (Study case in Malaysia)

E-filing by IRB is a service which allows the citizen to submit Tax Return Form electronically through the Internet. This study was conducted to identify which factors that may be consider in predicting the intention of people regarding the usage of the service. The study is important because it can serve as a guideline for IRB in order to predict their customer´s preferences and use the information to provide a better service of e-Filing system. The study was carried out among the Assistant Director in government agencies and ministries in Shah Alam., Malaysia. There were two variables taken as the technological acceptance characteristic, which are subjective norm and perceived behavioural control. These variables were the predictor for the intention to use e-Filing among the chosen respondent. A number of 255 questionnaire has been distributed to the Assistant Director of government agencies around Shah Alam and the finding reveals that among these two variables, only perceived behavioural control has significant relationship towards intention to use e-Filing. Given that perceived behavioural control plays important role in influencing the intention to use e-Filing, so, the service provider must ensure that the e-Filing system features should be able to meet the users´ expectation in order to ensure the continuation of its usage.