Acceptance of the MySikap System in Malaysia’s Public Sector: A Literature Review and Theoretical Implications

Abstract

Government digitisation has made information systems acceptance a key driver of government effectiveness, openness and productivity. The MySikap system in Malaysia which has been deployed by JPJ is an important milestone in the e-Government initiative to automate and transform manual processes into digitally integrated services pertaining to vehicle and drivers licensing, traffic enforcement and other administrative services. Although MySikap has improved accessibility and efficiency, its effectiveness does not only depend on this capacity of technology but is also affected by human and organisational issues. This article contributes by offering a systematic literature review analysis on an acceptance model of MySikap in Malaysian public sector. The review is based on seven theories of relevance in information system research: TRA, TPB, TAM2, DTPB, IDT, DeLone and McLean Information Systems Success Model, and Human Resource Management and Work performance model. Taken together, these models underscore the role of attitudes toward the behaviour, subjective norms, perceived behavioural control, system quality, and organisational support in the adoption of the system. Five central constructs, which include productivity, social influence, facilitating conditions, performance expectancy, and system usage, were found to be important for understanding the effectiveness of MySikap. The results point to various areas of deficiencies in existing research. From the studies cited here, most are concerned with the technical aspects of the system, such as system reliability and infrastructure, and there are few empirical analyses of user–system interaction. Moreover, relatively few utilised multivariate techniques such as PLS-SEM to examine the structural relationships of the adoption factors on work productivity in the enforcement agencies such as JPJ. In this paper, these gaps are addressed by presenting an integrated conceptual model that links technology acceptance models to organizational performance rationales. In conclusion, the review highlights the need for research on system acceptance to integrate technological, human and organisational facets. The paper offers theoretical as well as practical insights by providing an integrative framework for examining digital system adoption in the Malaysian public sector. It also offers practical guidance for policy makers and management of JPJ towards the enhancement of digital governance, user preparedness, and sustainable long-term system in line with the e-Government transformation roadmap of Malaysia.