Abstract

The Malaysian government is dynamically following digital transformation to boost public services through mobile apps, aiming to streamline processes and increase accessibility. Despite the potential benefits, the adoption of government mobile apps in Malaysia remains low. Many factors contribute to this, including limited ICT diffusion, disproportions in internet infrastructure and low digital literacy rates. This chapter explores these issues and examines factors influencing the use of mobile apps for government services, including Performance Expectancy (PE), Facilitating Conditions (FC), Social Influence (SI), Effort Expectancy (EE), and Privacy Concerns (PC). It also investigates into Behavioural Intentions (BI) and actual usage behaviours among Malaysians, providing insights into their intentions regarding government mobile app usage. Additionally, the chapter investigates the impact of age and gender on the relations between key determining factor and behavioural intentions in Malaysia’s e-government landscape.