User acceptance of Malaysian government multipurpose smartcard applications

Abstract The study explores the extent of user acceptance of the national identity card (NIC) and driving license (DL) applications embedded in the Malaysian government multipurpose smartcard (called MyKad). A research framework was developed based on the Unified Theory of Acceptance and Use of Technology (UTAUT) model. Two hundred questionnaires were randomly distributed to respondents in the Multimedia Super Corridor, Malaysia. The data were analyzed using descriptive statistics. The research discovered that Malaysians do not have high intentions to use MyKad NIC and DL applications. The reasons being lack of understanding of MyKad's benefits (e.g. more secure and reliable NIC and DL, and less invasion of privacy, forgery, and identity theft), lack of facilitating conditions (e.g. non-availability of card readers during checks and non-recognition of MyKad) and anxiety of damaging the card due to excessive use. Consequently, there is a lack of social support (e.g. influence from peer group) and credibility of using the applications. The research had successfully adapted UTAUT model to study the user acceptance of MyKad applications. Recommendations were given to increase the acceptance rate and to resolve the discovered issues. The research can be replicated to investigate the acceptance of smart NIC and DL used in the US, the UK, China, India, and Hong Kong.

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