See discussions, stats, and author profiles for this publication at: https://www.researchgate.

net/publication/327198981

A Conceptual Model for Electronic Document and Records Management

System Adoption in Malaysian Public Sector

Article in International Journal on Advanced Science Engineering and Information Technology · August 2018
DOI: 10.18517/ijaseit.8.4.6376

CITATIONS READS

14 5,403

4 authors:

Azlina Ab Aziz Zawiyah M. Yusof

Universiti Kebangsaan Malaysia Universiti Kebangsaan Malaysia
15 PUBLICATIONS 77 CITATIONS 304 PUBLICATIONS 1,455 CITATIONS

SEE PROFILE SEE PROFILE

Umi A. Mokhtar Dian Indrayani Jambari

Universiti Kebangsaan Malaysia Universiti Kebangsaan Malaysia
98 PUBLICATIONS 657 CITATIONS 34 PUBLICATIONS 206 CITATIONS

SEE PROFILE SEE PROFILE

All content following this page was uploaded by Azlina Ab Aziz on 16 October 2018.

The user has requested enhancement of the downloaded file.

 Vol.8 (2018) No. 4
ISSN: 2088-5334

A Conceptual Model for Electronic Document and Records

Management System Adoption in Malaysian Public Sector
Azlina A. Aziz #1, Zawiyah M. Yusof #2, Umi A. Mokhtar #3, Dian I. Jambari #4
#
Center for Software Technology and Management, Faculty of Information Science and Technology,
Universiti Kebangsaan Malaysia, 43600, Bangi, Malaysia
E-mail : [email protected], [email protected], [email protected], [email protected]

Abstract— The government has spent a large amount of fortune in ascertaining that their information management practice meets the
widely accepted standards of practice for enhancing the systematic, speedy, effective and efficient information service delivery. The
rapid development of ICT has urged the public sector to shift their operations from manual to electronic system-based in handling the
information-related works. Electronic Document and Records Management System (EDRMS) is one of the systems to be considered.
However, the adoption rate of such a system is exceptionally below satisfaction due to users are not keen on using it. In this paper, the
factors which influence the decision on whether EDRMS should be adopted or otherwise are identified. A qualitative study involving
a critical review of the related literature in the area and interviews were employed. The interviews involve EDRMS experts from the
Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) and the National Archive of Malaysia (NAM).
There are 14 factors identified as impacting the decision to adopt EDRMS offered by the Technology Adoption Theories and the
literature review. However, only ten factors were considered being validated and ranked by the selected experts. A new conceptual
model for EDRMS adoption in Malaysian public sector was then constructed as the outcome of the study.

Keywords— electronic document and records management system (EDRMS); EDRMS adoption; public sector; information
management system.

authors, until August 2017, the number of users who

I. INTRODUCTION consistently use EDRMS in 48 agencies was only 12,442
Most public-sector organizations around the world do which represent 57 percent of the total number of users [8].
implement EDRMS to enhance the organization's document Low adoption is among the primary contributing factor to
management and organizational efficiencies, in addition to this unsatisfactory situation. Users reject using EDRMS
meeting the established legal and regulatory requirements purely due to ignorant of the benefits of the systems and
[1]. EDRMS has been recognized for its benefits in incompetency in knowledge and skill for operating the
improving the efficiency and transparency of service system.
delivery, accountability in decision-making and cost- A roundtable discussion by the Information Governance
effectiveness. However, the success of such an initiative in Laboratory of the Universiti Kebangsaan Malaysia held on
the public sector is limited and below satisfactory [2]–[4]. April 04, 2017 involving public sector and academic
Case studies have found that despite various efforts has been institutions states that user rejection is one of the pertinent
taken by the organization, the rate of adoption of this system issues to be given attention about the adoption and
is still disappointing [5]. The technology adoption largely implementation of EDRMS. Additionally, lack of
influences the implementation of EDRMS in the public implementation policies, superior management support, and
sector at the individual level [3]. Low EDRMS adoption monitoring are among the fundamental factors in
rates among individual users could lead to unproductive determining whether to adopt EDRMS or otherwise
electronic document and records management since users An analysis of the EDRMS adoption models and
prefer the manual management over the system [6]. frameworks from previous studies has discovered that most
The public sector in Malaysia is also experiencing of these models and frameworks based on organizational
difficulties in implementing the EDRMS initiative. This was perspectives [9]. Not many studies have been undertaken
asserted by [7] who revealed that most ICT-related projects from the individual’s perspective (i.e., the system users).
adoption in the public organizations had not been proven Thus, it is timely to investigate the factors influencing the
successful. In a preliminary study carried out by these user’s adoption to address the issue of technology rejection

1191
and the effectiveness of EDRMS implementation strategy 1) The Unified Theory of Acceptance and Use of
[10]. Past studies also confine the adoption of EDRMS Technology (UTAUT): A total of 8 different acceptance
which involve only a single organization such as research models were analyzed before establishing the UTAUT
conducted at the Portuguese Municipal Council [11]. It is model [13]. These models comprises of Motivational Model
suggested that more research should be carried out by (MM), Theory of Planned Behaviour (TPB), Theory of
various organizations to obtain more comprehensive results Reasoned Action (TRA), Technology Acceptance Model
[5]. In this regard, this study involves 27 organizations at the (TAM), the combined TAM-and-TPB model (C-TAM-TPB),
ministry level in the Malaysian public sector. Model of PC Utilisation (MPCU), and a model founded from
The theory or model application in a particular context Social Cognitive Theory (SCT) and a model founded from
might be different if applied to a different context [12]. The Innovation Diffusion Theory (IDT).
importance of the factors influencing the adoption of The UTAUT model incorporates 32 variables which were
EDRMS also depends on the background of the context withdrawn from the eight models. These variables were then
being studied while some factors need integration. It is downscaled to four variables only namely the effort
unlikely that a universal and general EDRMS adoption expectancy, performance expectancy, facilitating conditions,
model can be created owing to differences in the context, and social influence. This study chose the UTAUT model
environment, function, goals, and service organizations [5]. since it is capable of improving the technology adoption
Hence, this study identifies and integrates factors influencing predictive efficiency as much as 70%. Such efficacy is only
the adoption of EDRMS that are appropriate for the context possible if the factors and the moderating factors are merged.
of the study, which is the Malaysian public sector. This signifies that UTAUT is superior to TAM where the
From the user’s perspective, some studies report the cause latter can only predict up to 30%, while other models can
of adoption failures such as lack of computer skills, only predict from 17% to 53% [13].
improper attitude towards technological advancement, Furthermore, UTAUT was employed as it offers a better
inadequate change management programs, and lack of comprehension of behavioral intention in employing new
confidence and trust in adopting the EDRMS. Additionally, technologies [5]. In addition to that, UTAUT is globally
the execution of EDRMS is dependable on the embracement accepted in the information system adoption in public
of technology at both levels, i.e., the individual and sectors, not to mention New Zealand [14], Turkey [15],
organizational. Nonetheless, only a handful of studies has Botswana [10], Tanzania [16], and Yemen [6]. Studies have
been performed at the individual level. Thus, user behavior proven the validity, stability, and viability of UTAUT
towards the adoption of the system needs to be identified to [17][6]. As such, the choice of using the UTAUT model in
ensure the system is optimally used and benefits the the present study seems justifiable. Figure 1 depicts the
organization [10]. adopted UTAUT model.
Based on the above ideas, these authors aim to scrutinize The original UTAUT model consists of four moderators
the contributing factors that rule the verdict either to take up comprises of gender, age, experience, and voluntariness of
EDRMS among individuals (i.e., system users) and then use as the moderator effect. The experience was not taken
succeeded by constructing an appropriate conceptual model. into account since it is cross-sectional which is appropriate
Bearing this in mind, it is hoped that the system would assist for longitudinal research. [13]. Public sectors are expected to
the public sector (1) in comprehending the factors utilize the system despite the absence of written directives.
influencing the adoption of the endeavors among users (2) There is no definitive statement documenting the acts to be
thence develop procedures, policies, and appropriate acts to taken should users refusing the system. Hence, voluntariness
ascertain that users are willing and looking forward to of use is irrelevant in this study since the system is
adopting the system. Such an effort is believed to increase compulsory to all users in the Malaysian public sector. Apart
the rate of adopting EDRMS in the public sector. from that, gender and age could impose a significant effect
on EDRMS usage and thus, were deliberated for inclusion.
II. MATERIAL AND METHOD
A. Theory Selection
Both theories and models in previous research have given
resourceful information and serve as the good basis for
examining the factors affecting the adoption of technology.
The commonly used models are such as Diffusion of
Innovation (DOI), Unified Theory of Acceptance and Use of
Technology (UTAUT), Technology Acceptance Model
(TAM), whilst Theory of Reasoned Action (TRA), and
Theory of Planned Behaviour (TPB) [13] are example of the
popularly used theories. The UTAUT model and Information
System Success Model (ISSM) by DeLone–McLean are
Fig. 1: UTAUT model
adopted to serve as the underpinning theories for the study.
The justification for selecting these models is explained in
the next section.

1192
 2) DeLone–McLean Information System Success Model and McLean [19] state that the most suitable variable to
(ISSM) measure information system success is the system usage, but
the intention to use (adoption) also plays an essential role of
the system’s success since psychologically, users will use
the system if they have an intention to do so. The DeLone–
McLean ISSM was initially developed to measure the
success of the system, but later it has been extended to
predict usage behavior, primarily because the model explains
the causal relationship between the usage and other
dimensions of IS success [20].
B. Factors Influencing EDRMS Adoption
The literature has yielded 14 factors, which have
influenced the adoption of EDRMS in the public sector. Four
Fig. 2: DeLone-McLean Information System Success Model factors were adapted from the UTAUT model, three factors
from the DeLone–McLean ISSM and another six factors
The factors from ISSM are proposed in this study to
from the literature. Table 1 provides the descriptions and
define EDRMS capabilities from different angles [18] as
sources of the factors.
shown in Figure 2. Among the strengths of the ISSM are its
parsimony and its explanation of both causal relationships
and the process among the construct. Even though DeLone
TABLE I
FACTORS INFLUENCING EDRMS ADOPTION

No. Construct Operational Definition Source(s)

1 Performance The degree to which individuals believe that EDRMS can help improve job performance [3], [13], [21]
Expectancy
2 Effort The degree of ease associated with EDRMS use [3], [13], [21], [22]
Expectancy
3 Social Individuals can be influenced by the attitudes and behaviors of other individuals and vice [3], [13], [21]
Influence versa
4 Facilitating The implications of organizational and technical infrastructure in supporting EDRMS use, [3], [13], [21]
Conditions such as user’s ability, knowledge, and resources (e.g., training)
5 System Quality features that should be available on EDRMS: easy to use, user-friendly, stable, and [6]
Quality good response time
6 Information EDRMS capability to provide accurate, up-to-date, adequate, and relevant information [23], [24]
Quality
7 Service The support received by the users from the EDRMS implementation team and the [6]
Quality organization's ICT support team
8 Perceived The user’s belief that knowledge artifacts (e.g., written documents, letters, emails, etc.) are [14]
Value of valuable and are worthy to be stored
Records
9 Top The top management understanding level concerning the IS function’s importance, the [6]
Management devotion of support and time to the EDRMS initiative in proportion to its budget and
Support potential, and review of the strategy and results
10 Training The importance of providing training to users in the organization to increase the level of [25]
awareness and skills in managing EDRMS
11 Financial The financial support for the requirements of EDRMS [6]
Support
12 Policy The user’s belief that the policy can provide a way or manner of action selected from various [25], [26]
alternatives to guide and determine current and future decisions
13 Security The user’s belief that the use of technology can ensure the safety of documents and records [14], [25]

Extensive literature review revolving around the EDRMS various online databases (ACM, Emerald, Science Direct,
implementation in the public sector was executed followed IEEE, and Google Scholar).
by semi-structured interviews. The former technique has A total of ten experts (six from MAMPU and four from
outlined a research question, i.e., “What factors influence the NAM) were involved in the interview. These two agencies
adoption of EDRMS in the public sector?” Searches were were selected owing to the role they played as the leading
conducted using strings such as “EDRMS adoption,” agencies in executing the implementation of EDRMS. The
“UTAUT model,” “Information System Success Model,” criteria for choosing these experts are such as their roles,
“information management system,” and “public sector,” in experience, involvement in the development,

1193
implementation or control of solutions, strategies, or policies Management
(as indicated in Table 2). Support
6 Facilitating 9 1 91
TABLE II Condition
EXPERT CHARACTERISTIC 7 Service 1 8 1 90
Quality
Role in Current Organisation Years of Experience 8 Information 5 5 85
Experience in Related Quality
in Public Fields 9 Policy 4 6 76
Sector
10 Training 5 5 75
E1 Information Management Expert 35 years 8 years
11 Security 5 5 65
(Top management)
12 Perceived 7 3 33
E2 Information Management Expert 12 years 7 years Value of
(Senior management) Records
E3 Information Management Expert 11 years 7 years 13 Financial 8 2 18
(Operational) Support
E4 National Archives of Malaysia 20 years 20 years
Expert (Management) All the experts agreed that performance expectancy and
E5 ICT Expert (System development) 15 years 11 years effort expectancy are among the substantial factors
influencing EDRMS adoption. Most users are interested in
E6 National Archives of Malaysia 15 years 12 years using the system if only they think the system can improve
Expert (Management/Operational)
their quality of work and is easy to use. System quality, top
E7 ICT Expert (System development) 14 years 5 years management support, and training are also among the top
E8 National Archives of Malaysia 10 years 6 years five listed factors; however, two experts (E2 and E7) suggest
Expert (Management/Operational) that top management support and training can be grouped
E9 ICT Expert (System development) 10 years 5 years
and described further under the facilitating condition based
on the definition. The experts also proposed that financial
E10 National Archives of Malaysia 9 years 6 years support is dismissed as the EDRMS implementation in the
Expert (Operational) Malaysian public sector is entirely funded by MAMPU.
Also, expert (E1) recommended that level of management
The 13 identified factors were then validated and ranked should be considered as a new moderating effect to the
by the experts based on their knowledge and experience proposed conceptual model on the basis that it could affect
about the implementation of EDRMS in the Malaysian the performance expectancy, effort expectancy, and social
public sector. The ranking sheet uses a scale from low to influence. Level of management is identified as one of the
high priority (1 to 10) is used to identify the importance and factors influencing the EDRMS adoption in the Malaysian
to prioritize the factors that influence EDRMS adoption by public sector, and the addition of this moderator needs to be
the users in the public sector. The results of the ranking tested to ascertain the most influencing level. This was
factors are used for the implementation team to strategize agreed by experts (E3 and E5) who state that low-grade
EDRMS. The interview takes about 30 to 50 minutes long. users are likely probable to adopting EDRMS compared to
Conversations were recorded, transcribed, and analyzed. The users considered as high-grade. In light of this, such a factor
process that involves familiarisation, transcription, is taken into account in this study. The management levels
organization and coding, description, and reporting was involve three stages: (1) strategy management, (2) tactical
applied to analyze the gathered data [27]. management, and (3) operational management. Ten factors
were taken into account after identification and analysis, and
III.RESULTS AND DISCUSSION a conceptual model of the research was proposed.
Figure 3 presents the proposed conceptual model for this
The interview has affirmed the 13 factors identified from
study. The model was developed based on the final ten
the literature. However, after validation three factors were
factors that were validated and ranked by the experts. The
merged, and one factor was dismissed as it does not fit the
factors were arranged according to the underlying theories.
Malaysian public sector context. Table 3 provides the list of
The model was then used to examine the factors that
factors after being ranked by the experts.
impacted the adoption of EDRMS. These are extracted from
TABLE III the UTAUT model which are performance expectancy,
FACTOR RANKING BY THE EXPERTS effort expectancy, social influence, and facilitating condition,
Factors Factor Ranking % which represents the direct determinants of behavioral
1 2 3 4 5 6 7 8 9 10 intention (intention to adopt EDRMS). ). Six additional
1 Performance 10 100 factors, which are system quality, information quality,
Expectancy service quality, the perceived value of records, policy, and
2 Effort 1 9 99 security, were obtained from DeLone–McLean ISSM model
Expectancy and the literature.
3 System 1 2 7 96
Quality
4 Training 5 5 95
5 Top 8 2 92

1194
 4) Facilitating Condition: Facilitating conditions
represents the effects of organizational and technical
infrastructure in substantiating the EDRMS utilization [22].
Previous research by [28] reports that the factors affecting
users appreciation of a system are by (1) countering their
resistance and easing their worries, (2) providing adequate
training (3) full support from the top management and (4)
provide an efficient and effective system. H4: Facilitating
Condition effect positively on Intention to Adopt EDRMS.
5) System Quality: System quality is related to the quality
of the information system (IS) processing, including
software and data components [19]. A good system of
quality allows users to access and gather information quickly.
It can influence the user's trust in adopting the system and
assuming the system is always available [29]. In this regard,
the quality of EDRMS is critical to ensure that the success of
the system will save their time and effort [23]. H5: System
Quality effect positively on Intention to Adopt EDRMS.
6) Information Quality: Information quality is a high-
value property of information perceived by users. The
information characteristics include user specifications,
requirements, and expectations [16]. It is related to the
system adoption, whereby an information system with high-
quality contents will increase the user's interest in adopting
the system [16]. System developers need to collaborate and
obtain feedback from users to ensure that the system
requirements have been met and the quality of the
information is complied. H6: Information Quality effect
positively on Intention to Adopt EDRMS.
7) Service Quality: Service quality is a good, accurate
and reliable service performance promised by the
Fig. 3: Proposed Conceptual Model organization and trustworthy is the top feature for system
service quality. Service quality is significantly related to
The description and proposed hypothesis (H) to be tested intention towards the adoption of EDRMS [23]. H7: Service
for each factor in the conceptual model are as follows: Quality effect positively on Intention to Adopt EDRMS.
1) Performance Expectancy: Also referred to as 8) Perceived Value of Records: Perceived value of
“perceived usefulness” [13], many users regard a new records is translated as “a user’s belief that knowledge
system as troublesome but do not affect their work artifacts (e.g., letters, emails or written documents, etc.) have
performance. Users may choose to adopt or reject a high-value beyond the current application and are worthy to
technology depending on their assumptions on how good the be maintained and stored for the future” [14]. Users with a
technology can facilitate and simplified their job [22]. H1: higher perceived value of records will view the entire
Performance Expectancy effect positively on Intention to activity as worthy of their effort and time, thus increasing
Adopt EDRMS and is moderated by Age, Gender, and Level their momentum to keep on using the system. H8: Perceived
of Management. Value of Records effect positively on Intention to Adopt
EDRMS
2) Effort Expectancy: The term effort expectancy is also
referred to as “perceived ease of use”, this factor was 9) Policy: The policy’s objective is to create and
accounted for the perceived effort amount that person manage trustworthy, authentic and usable records for
requires to spend to learn, understand, and operate EDRMS supporting the business functions and activities if required
[13]. H2: Effort Expectancy effect positively on Intention to [26]. The policy positively influences the technology
Adopt EDRMS and is moderated by Age, Gender, and Level adoption and provides a conducive environment to a proper
of Management. records management [6]. On the other hand, the lack of
records management policy would negatively affect the
3) Social Influence: Social influence indicates organization’s accountability. It is difficult to assure and
environmental factors, such as the resolution of superiors, seek the commitment from the organization to comply with
colleagues, friends, or relatives, on user’s behavior [13]. the records management standards and meet the legal
Such a resolution would impact the user’s intention in requirements. Organisations need to establish and promote
adopting EDRMS. H3: Social Influence effect positively on records management policy for the invention and
Intention to Adopt EDRMS and is moderated by Age, governance of original, dependable, comprehensive, and
Gender, and Level of Management. functional records that can reinforce business activities and

1195
influence the users to employ the system [26].H9: Policy [3] O. Mosweu, K. J. Bwalya, and A. Mutshewa, “A probe into the
factors for adoption and usage of electronic document and records
effect positively on Intention to Adopt EDRMS.
management systems in the Botswana context,” Inf. Dev., vol. 33, no.
10) Security: Security is one of the fundamental 1, pp. 97–110, 2017.
[4] M.Collin, “Records Management in the Public Sector,” PhD Thesis,
constructs in the implementation of electronic records University of Nairobi, 2014.
initiative. Organisations have to give priority to the security [5] O. Mosweu, K. J. Bwalya, and A. Mutshewa, “A Probe Into the
of electronic records [14]. Consumers are willing to adopt Factors for Adoption and Usage of Electronic Document and Records
EDRMS given that security is ensured [6]. Particular Management Systems in the Botswana Context,” Inf. Dev., vol. 33,
no. 1, pp. 97–110, 2016.
attention should also be given to information that is vital to [6] S.M.M. Muaadh, “Framework For Electronic Records Management
the national security, information that can maintain the System Adoption in The Higher Professional Education in
public’s trust in the government, and also information for Yemen,”Ph.D. Thesis, Fac. of Info Sci. and Tech., Universiti
securing critical government functions. H10: Security effect Kebangsaan Malaysia, 2017.
[7] S. Sudirman and Z.M. Yusof, “Public Sector ICT Strategic Planning:
positively on Intention to Adopt EDRMS. Framework of Monitoring and Evaluating Process,” Asia-Pacific J.
Inf. Techno. & Multimed., vol. 6, no. 1, pp. 85–99, 2017.
IV.CONCLUSIONS [8] Unit Pemodenan Tadbiran dan Perancangan Pengurusan Malaysia
(MAMPU), Laporan Penggunaan DDMS, 2017.
As the result of implementing EDRMS, the Malaysian [9] J. Decker, “Do Universities Get the Hang of Working Efficiently ? –
public sector has been able to improve records management A Survey of the Influencing Factors on the Adoption of Electronic
services and thus, improve the efficiency of the work Document and Workflow Management in German-speaking
Countries,” Adopt. Electron. Doc. Work. Manag., no. Sprague 1995,
processes. These, in turn, has led to higher user satisfaction, pp. 1–15, 2014.
improved government transparency, and significant [10] O. Mosweu, K. Bwalya, and A. Mutshewa, “Examining Factors
reductions in operating costs. Therefore, the panel of experts Affecting the Adoption and Usage of Document Workflow
has also shown their interest and has encouraged cooperation Management System (DWMS) Using the UTAUT Model: Case of
Botswana,” Rec. Manag. J., vol. 26, no. 1, pp. 38–67, 2016.
to be given to this study as it recognizes the importance of [11] C. Afonso, M. de la Gonzalez, J. Roldan, and M. Sanchez-Franco,
EDRMS initiatives to the public sector. “Determinants of User Acceptance of a Local eGovernment
The study has constructed a conceptual model which is Electronic Document Management System (EDMS),” ECEG2012-
suitable for investigating the factors affecting the adoption of Proceedings 12th Eur. Conf. e-Government ECEG, Acad. Conf. Ltd.,
p. 19, 2012.
EDRMS in the public sector. However, the proposed model [12] V. Venkatesh, T. A. Sykes, and X. Zhang, “‘Just what the doctor
was constructed by relying upon the literature review, which ordered’: A revised UTAUT for EMR system adoption and use by
has its limitations. The proposed model has yet to be taken doctors,” Proc. Annu. Hawaii Int. Conf. Syst. Sci., pp. 1–10, 2011.
for validation and reliability test before its adoption by the [13] V. Venkatesh, Tobergte, D. R.Curtis, and Shirley, “User Acceptance
of Information Technology: Toward a Unified View,” J. Chem. Inf.
public sector for embarking on EDRMS. Model., vol. 53, no. 9, pp. 1689–1699, 2013.
Upon being validated by the selected experts, ten factors [14] M.J. Lewellen, “The Impact of the Perceived Value of Records on
affecting the adoption of EDRMS by the Malaysian public the Use of Electronic Recordkeeping Systems,”Ph.D. Thesis, Victoria
sector are suggested. Four factors were taken from the main University of Wellington, 2015.
[15] Ş.B. Tosuntaş, E. Karadağ, and S. Orhan, “The factors affecting
UTAUT model while another six factors were obtained from acceptance and use of interactive whiteboard within the scope of
the combination of information system success model and FATIH project: A structural equation model based on the Unified
literature review. Performance expectancy, effort expectancy, Theory of acceptance and use of technology,” Comput. Educ., vol. 81,
and system quality are recognized as critical factors in pp. 169–178, 2015.
[16] M.M. Komba and P. Ngulube, “Factors That Influence E-
influencing EDRMS adoption in the Malaysian public sector. Government Adoption in Selected Districts of Tanzania,” Int. Conf.
Level of management is a factor which is rarely eBusiness, eCommerce, eManagement, eLearning eGovernance
mentioned in previous studies but has been found significant [IC5E], vol. 1, pp. 1–19, 2015.
by the experts who then proposed these factors should be [17] L. Liu, A. Miguel Cruz, A. Rios Rincon, V. Buttar, Q. Ranson, and D.
Goertzen, “What factors determine therapists’ acceptance of new
added as the moderator in the proposed conceptual model technologies for rehabilitation – a study using the Unified Theory of
which is expected to moderate the performance expectancy, Acceptance and Use of Technology (UTAUT),” Disabil. Rehabil.,
effort expectancy, and social influence. vol. 37, no. 5, pp. 447–455, 2015.
All the identified factors should be considered for the [18] S. Petter, W. DeLone, and E. R. McLean, “Information Systems
Success: The Quest for the Independent Variables,” J. Manag. Inf.
development of policy for EDRMS utilization in the Syst., vol. 29, no. 4, pp. 7–62, 2013.
Malaysian public sector. [19] W. DeLone, E. McLean, and S. Petter, “Measuring information
systems success: models, dimensions, measures, and
ACKNOWLEDGMENT interrelationships,” Eur. J. Inf. Syst., vol. 17, no. 3, pp. 236–263,
2008.
The research is financially supported by Research Grant [20] M. Abouzahra, “Clinical Decision Support Systems Continuance:
GGPM-2016-010, GUP-2017-046, Universiti Kebangsaan Integrating Physicians’ Professional Identity with Delone & McLean
IS Success Model,” Sighci, pp. 1–5, 2014.
Malaysia and the Public Service Department of Malaysia. [21] F. Kaaki, C. Rayner, and M. al-Shamrani, “Female Users’
Acceptance of the Electronic Document Management System
REFERENCES (EDMS),” Proc. - UKSim-AMSS 7th Eur. Model. Symp. Comput.
Model. Simulation, EMS 2013, no. November, pp. 315–320, 2013.
[1] B. Siu, “Answers and Solutions for Better Records and Information,” [22] F. D. Davis, “Perceived Ease of Use, and User Acceptance of
iQ February, pp. 24–26, 2017. Information Technology,” MIS Q., vol. 13, no. 3, pp. 319–340, 1989.
[2] M. Lewellen, V. Hooper, and G. Oliver, “Factors Influencing [23] S.M.M. Muaadh and Z.M. Yusof, “The DeLone–McLean
Employees’ Intention to Use an Electronic Recordkeeping System: Information System Success Model for Electronic Records
Development of a Valid Survey Instrument,” 24th Australas. Conf. Inf. Management System Adoption in Higher Professional Education
Syst., 2013. Institutions of Yemen,” Proceedings of the 2nd Information.
Conference on Reliable Information and Communication Technology

1196
 (IRICT 2017) edited by Faisal Saeed, Nadhmi Gazem, Srikanta [26] A. Dikopoulou and A. Mihiotis, “The Contribution of Records
Patnaik, Ali Saleh Saed Balaid, Fathey Mohammed Abdualrakeb Management to Good Governance,” TQM J., vol. 24, pp. 123–141,
Mohammed. Cham, Switzerland: Springer, pp. 812-823. Lecture 2012.
Notes on Data Engineering and Communications Technologies [27] R. K. Yin, Qualitative Research from Start to Finish, 1st ed., 2011.
Series, vol. 5, 2017. [28] M.L. Di Biagio and B. Ibiricu, “A Balancing Act: Learning Lessons
[24] M.C. Lo, Y.C. Wang, C.R.J. Wah, and T. Ramayah, “The Critical and Adapting Approaches Whilst Rolling Out an EDRMS,” Rec.
Success Factors for Organizational Performance of SMEs in Manag. J., vol. 18, no. 3, pp. 170–179, 2008.
Malaysia: A Partial Least Squares Approach,” Rev. Bras. Gest. [29] S. Mardiana, J.H. Tjakraatmadja, and A. Aprianingsih, “International
Negocios, vol. 18, no. 61, pp. 370–391, 2016. Journal of Economics and Financial Issues DeLone–McLean
[25] S. M. M. Muaadh, Z. M. Yusof, U. A. Mokhtar, and N. A. Manap, Information System Success Model Revisited: The Separation of
“Electronic Records Management System Adoption Readiness Intention to Use-Use and the Integration of Technology Acceptance
Framework for Higher Professional Education Institutions in Models,” Int. J. Econ. Financ. Issues, vol. 5, no. 5, pp. 172–182,
Yemen,” Int. J. Adv. Sci. Eng. Inf. Technol., vol. 6, no. 6, pp. 804– 2015.
811, 2016.

1197

View publication stats