A Study of the Use of Information Technology and Its Impact on Service Quality in the Malaysian Public Sector

THE PUBLIC SECTOR in Malaysia is going through a period of rapid and, in many ways, fundamental and discontinuous change. The main thrust of the reform efforts involve the use of information technology in the business of government. Consequently, dramatic changes have taken place with the adoption of the information technology (IT) within the public sector. The government’s leading role in spearheading the surge forward into the information rich digital age has compelled the public sector to lead the way (Raman and Yap, 1996; MRSMP, 1999: 268). A combination of deep executive interest, the nature of public service, and the need to match the sophistication of the private sector has sparked rapid adoption of the information technology.

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