Malaysia Government Electronic Services for Future Sustainability
TL;DR
This study analyzes the sustainability of government services during the shift from traditional manual operations to online platforms and provides a structured approach to identifying research trends and key areas requiring improvement.
Abstract
The Malaysia Government's electronic services (e-Government) initiatives aim to fulfill the supply and demand for government services that rapidly evolved following the COVID-19 pandemic. Currently, there is widespread use of electronic devices to access these services online. This study analyzes the sustainability of government services during the shift from traditional manual operations to online platforms. By utilizing bibliometric analysis and systematic literature reviews, this study provides a structured approach to identifying research trends and key areas requiring improvement. While the research appropriately emphasizes trust and privacy as critical factors influencing citizens’ adoption of digital services, it is limited by its reliance on secondary data rather than direct empirical evidence. As a result, future e-government development must not only address trust and privacy issues but also tackle practical challenges such as digital literacy and accessibility to ensure sustainable service delivery.