Abstract:

Mobile E-Services are becoming the main medium of digital interaction in the modern age of the digital economy. Currently, Mobile E-Services are widely applicable and useful for business and industry operations, including in banking, education, and health care. This paper presents a mobile E-Services that provides digital coordination and management of the electricity users’ accounts and consumptions in Malaysia. The application was expected to be beneficial to many users as compared to conventional online management system.  Nevertheless, based on the users’ ratings as well as from the preliminary user interview have revealed that the users’ adoption to the application is still low. Therefore, this research has been initiated with aims to identify the factors associated with the users’ acceptance. The technology acceptance model (TAM) has been used in this research that incorporated perceived usefulness and perceived ease of use with an additional determinant of personal innovativeness in technology. This research involves 298 residential customers who were participated to answer the survey either through online or printed questionnaires. The questionnaires were formulated based on the proposed TAM constructs and the collected data were analysed based on descriptive and Pearson correlation analysis. Finding of the research indicates that all the determinants used for the TAM construct have significant relationships towards the mobile E-Services users’ acceptance.