Enhancing Citizen Satisfaction in Smart Government Services:

The Role of Perceived Ease of Use and Awareness in Malaysia

Abstract

This study investigates the relationship between perceived ease of use and awareness in shaping citizen satisfaction with smart government services in Malaysia. A total of 834 valid survey responses were collected across all states, and the data were analysed using descriptive statistics, reliability testing, correlation, and regression analysis. The findings reveal that both perceived ease of use and awareness have significant positive effects on citizen satisfaction, explaining over 62% of the variance. These results underscore the importance of user-friendly service design and robust awareness campaigns in increasing citizen satisfaction. The study contributes to the growing literature on digital governance by highlighting the centrality of ease of use and awareness in Malaysia’s public sector transformation. Policymakers are encouraged to prioritise intuitive platforms, expand digital literacy initiatives, and sustain trust-building measures to ensure long-term adoption and engagement.