INTERNATIONAL JOURNAL OF RESEARCH IN BUSINESS AND SOCIAL SCIENCE 11(3)(2022) 73-81

Research in Business & Social Science

IJRBS VOL 11 NO 3 (2022) ISSN: 2147-4478
Available online at www.ssbfnet.com
Journal homepage: https://www.ssbfnet.com/ojs/index.php/ijrbs

Users’ satisfaction with e-government services: Case study on

Myanmar companies online (MyCO) system
Aye Aye Myint
College of Public Administration, Huazhong University of Science and Technology, Wuhan, China

ARTICLE INFO ABSTRACT

Article history: This study aims to investigate users’ satisfaction with e-Government services of Myanmar through a
study of a specific e-Government service, the Myanmar Companies Online registration (MyCO) system.
Received 19 February 2022 The MyCO system was chosen for this study because it is the initiative well-developed e-Government
Received in rev. form 22 April 2022 service in Myanmar. On the other hand, the company registration authority of Myanmar, the
Accepted 27 April 2022 Directorate of Investment and Company Administration (DICA), has continuously made every
endeavor to optimize responsive its e-Government services, after almost four years from the launching
date of the MyCO system, systematically analyzing for optimizing the system still remains to research.
Keywords: In order to track public perception of the system, an online survey was conducted. The questionnaires
were designed based on the Technology Acceptance Model in the fields of customer satisfaction
e-Government service; user’s
consisting mainly of three main factors, perceived ease of use, perceived usefulness and perceived risk.
satisfaction, Technology Acceptance Questionnaires were collected and analyzed with the respondents identifying themselves as having
Model (TAM), user-centric public used the MyCO system. Notwithstanding the overall 79% of respondents were very satisfied and 20%
service, Myanmar Companies Online were satisfied to some extent, payment transaction issues and some technical challenges are still
(MyCO) remained in the system to be addressed to become a better user-centric public service. This study will
support a number of contributions to find out the gap between e-Government services implementation
JEL Classification: and how publics’ expectations of e-Government services. The result of this study will provide
awareness to DICA to improve more efficiency and effectiveness in implementing best practices in the
O35
provision of user-centric public services based on the public’s needs and demands.

© 2022 by the authors. Licensee SSBFNET, Istanbul, Turkey. This article is an open access article
distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license
(http://creativecommons.org/licenses/by/4.0/).

Introduction
In recent years, digital society is significantly developing in Myanmar, and citizens’ and businesses expect governments to offer the
new customized service delivery model in terms of more usability, accessibility, friendliness, convenience and effectiveness. As a
result of this, Myanmar is well positioned in realizing its digital ambitions. Myanmar Government also set out the digital
transformation strategy for Myanmar 4.0 to implement a system of using technology and toward the fourth industrial revolution (IR
4.0) in government administration system, in providing public services for the speedy completion of good governance functions. E-
Government is also a part of the government’s policy.
The biannual e-Government survey assessed by the United Nations, presents trends and relative rankings of e-Government
development across 193 Member States through a quantitative composite index, the e-Government Development Index (EGDI), with
three separate components - the Online Service Index (OSI), Telecommunication Infrastructure Index (TII), and Human Capital
Index (HCI), show that Myanmar was at the rank 164 in 2020. This was an improvement from the score in the 2019 survey which
was 171. To date, the Myanmar national portal offers more than 120 services online and more than 600 downloadable public service
application forms. As a part of Myanmar Digital Transformation functions, Directorate of Investment and Company Administration
(DICA) under Ministry of Investment and Foreign Economic Relations, the authorized body responsible for company registration
began its e-Government initiatives in 2018 by launching Myanmar Companies Online registration system known as MyCO, and keep
continues to promote its services updating until today. It made the company registration process quick and efficient and provide to

* Corresponding author. ORCID ID: 0000-0002-2064-9312

© 2022 by the authors. Hosting by SSBFNET. Peer review under responsibility of Center for Strategic Studies in Business and Finance.
https://doi.org/10.20525/ijrbs.v11i3.1712
 Aye Aye Myint, International Journal of Research in Business & Social Science 11(3) (2022), 73-81

be convenience for starting a business in Myanmar. It is one of the most popular e-Government services in Myanmar. MyCO also
provides a searchable company registry that offers much greater corporate transparency. Today MyCO system assists potential
businessmen to be able conduct businesses and in entering the Myanmar market.

MyCO system has chosen for this study because there is no other option except to use MyCO System to start a business in Myanmar
for those who want to do business in Myanmar. MyCO system provides the well-functioning services via online starting from 1st,
August 2018, and now it can be assumed as a successful public service portal in Myanmar. According to the administrative data from
DICA, company registration authority of Myanmar, from the date of start launching MyCO, totally around 84,150 businesses did the
reregistration and new company registration was around 52,012. Currently, 94,263 businesses are operating in Myanmar and
submitting their company affairs via online by using MyCO system. MyCO system offers more than 12 online public services with
more than 130 downloadable application forms. From 1-8-2018 to 25-3-2022, e-Government Services were provided to 401,961
company applications filing through MyCO Online. MyCO also offers users the opportunity to submit applications online and submit
issues to resolve issues.
After almost four years from the launching date of MyCO, DICA is keep trying to provide better services. Although DICA have find
out the customer feedbacks and complains via its official Facebook, but analyzing users’ satisfaction systematically with e-
Government services still remains a key research theme. At that time, analyzing the users’ satisfaction of MyCO system would be
needed to identify which parts would need to modify in the upgrading process of the MyCO system in order to provide better e-
Government service. On the other hand, it is still having a gap in the research area while reviewing the previous literatures and it is
still remains to reveal user’s satisfaction on e-Government services in Myanmar in the research field. In the meantime, in the
international research arena, there have been inadequate studies in the context of e-Government services of Myanmar. In this context,
this paper explores user’s satisfaction with MyCO system.
This study attempts to investigate the perception of users on MyCO system. With this aim, this study will address the users’
satisfaction level on MyCO system by using TAM model: particularly three main factors, perceived ease of use (PEOU), perceived
usefulness (PU) and perceived risk (PR) which identify the accessibility issues in MyCO system. This study will contribute to future
studies on e-Government adoption, and government and e-Government practitioners in designing and promoting e-Government
services particularly in Myanmar. This study will partly be contributed in finding out the gap between e-Government implementation
and how users’ expectation on public services.

Following the introduction section, this study set out the structure of the paper as follows. Literature Review section discusses the
literature review focusing on the concept of e-Government service, the determinants of user-centric e-Government service, the
definition of perceived ease of use, perceived usefulness and perceived risk, service quality influenced on citizen satisfaction, e-
Government services quality, and model and factors for understanding e-Government service adoption. In the next section, it
discusses the research design, method, models, and factors utilized in the empirical analysis of the survey data on MyCO system.
While empirical results and discussion section discusses empirical results and finding of the study, this study conclude with
implications for DICA from this analysis with the various paths linking to implement better user-centric e-Government services.

Literature Review
To examine how to increase the acceptance of e- government services, a number of studies have been conducted what psychological
factors exist behind individual's actions, behaviors, emotions, or attitudes of individuals in choosing to use e-Government services.
The theory for exploring the factors that influenced the satisfaction of MyCO users is the Technology Acceptance Model (TAM).
The model was introduced by (Davis, 1989) and the concept has been redeveloped by many researchers. According to (Islami, et al.,
2021), Technology Acceptance Model (TAM) has five main perceptions: perceived usefulness, perceived ease of use, attitude toward
using, behavior intention to use and, actual system use. The term perceived ease of use refers to a situation in which a person or
individual uses an information technology system that does not demand a lot of effort and is also not bothersome when used. The
intensity of use and interaction between users and the system might contribute to system usability, and the perceived usefulness is
the level of trust that can benefit people who use it in services (Yang M, Mamun AA, Mohiuddin M, Nawi NC, Zainol NR. et al.,
2021). In general, perceived ease of use refers to a person's belief that the system is simple to understand and that it is simple to
engage with other users when utilizing smart home devices (Joy Billanes, Peter Enevoldsen, 2021).
As for citizens' satisfaction influences on adoption and continue use e-Government services, (Chan, Frank KY, et al., 2021) revealed
that service accuracy, self-service capability and convenience, facilitating service accessibility, privacy protection, security protection
and user support are support service quality and influenced on citizen satisfaction. (Isaac K. M., & Chuanyong L., 2021) explored
factors determining Chinese college students' Satisfaction with E-Government Services: The Technology Acceptance Model (TAM)
Approach. According to study, perceived usefulness, perceived ease of use, trust, content quality, and service quality were significant
determinants of satisfaction with e-Government services. (Al-Kaseasbeh, H.M., et al., 2019) investigated how citizens' satisfaction
influences adoption and continue use e-Government services by using expectation-confirmation theory and addressed the relationship
between satisfaction, interaction, and usage of e-Government services. (Yingying, M., 2021) indicated that the quality of information,
services, trustworthiness and arguments are influenced on consumers’ satisfaction. As for (Maria et al., 2021), perceived usefulness
and perceived ease of use played a crucial role in influencing the use of e-services and the organizational characteristics had a

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significant effect on users' perceived usefulness and perceived ease of use. The study of (Hadiantini et al., 2021) show that user
experience, customer experience, promotion, service quality, brand image, customer value, trust and price there are variables that
significantly affect customer satisfaction.

As regards determinants of intention to use e-Government services and the service quality, perceived value, and citizens’ continuous-
use intention regarding e-Government, (Yan, L., Huping, S., 2020) developed a chain model of e-Government service quality,
perceived value, and citizens’ continuous-use intention to explain the relationship between government website service quality and
perceived value, as well as how that relationship influences citizens’ reuse intention. And the result revealed that the concept of e-
Government service quality has eight contributing dimensions: system quality, reliability, security, accessibility, information quality,
service capability, interactivity, and responsiveness. Perceived service value is a powerful mediator between service quality and
citizens’ continuous-use intention. The intention to use is a consequence of service quality, service value, and satisfaction. (Hasan et
al., 2022), explored determinants of intention to use e-Government services from the integrated marketing relation perspective, and
show that attitude, subjective norm, perceived behavior control, and trust are the factors that much influenced on citizens intention
to adopt e-Government services.

Regarding with the acceptance of new technologies, for (Manindra, R., Krishnendu, S., 2021) studied an extension of technology
acceptance model for mHealth user adoption. The study employed the Technology Acceptance Model (TAM) for the smooth running
of mobile health services through considering six additional variables such as social influence, technology anxiety, trust, perceived
risk, perceived physical condition, resistance to change. (Yongping Z., et al., 2021) studied service transformation under industry
4.0: Investigating acceptance of facial recognition payment through an extended technology acceptance model, the investigation
revealed that factors such as perceived enjoyment, facilitating conditions, personal innovativeness, coupon availability, perceived
ease of use (PEOU), perceived usefulness (PU), and users' attitude are main drivers of customers' decisions to use facial recognition
payment.
The study of (Mine, O., et al., 2021) described that the effect of augmented reality use in mobile applications on consumers’
behavioral intentions towards the use of the mobile application and perceptions underlying this effect by employing the Technology
Acceptance Model (TAM), and the study indicated that the PE, PU, PI had positive and direct effects on the behavioral intentions to
use the application (BIUA). (Changlin, W., et al, 2020) studied online service quality and perceived value in mobile government
success: An empirical study of mobile police in China, and show that the relationship between online service quality and citizen
satisfaction is positively moderated by offline service quality, while citizen satisfaction partially mediates the relationships between
information quality/online service quality (but not system quality) and perceived value. (Ramadania et al., 2021) prove that
satisfaction has a positive influence on user trust. The decision convenience, transaction convenience, and post-benefit convenience
have a significant effect on academic-online user satisfaction. Whereas there is no influence of other factors such as perceived risk,
access convenience, and benefit convenience on user satisfaction.

Methodology
In order to derive the optimal solution for enhancing the efficiency of Myanmar Companies Online (MyCO) system, survey method
is applied to measure users’ perception on MyCO system. The sample size is 250 respondents, and the target respondents of 50% are
local companies and the rest 50% are foreign companies who registered their companies and identified having experience using
MyCO system within the period from 1st August 2018 to 25th March 2022. Formal standardized likert scale questionnaires are
designed to understand the users’ opinion on MyCO system and Convenience sampling method is used and companies are selected
randomly who file their own company are considered as a sample in this study because of their hands-on experience with the MyCO
system. Mailed questionnaires are delivered through emails by using Google Survey Form.

The survey instrument, likert scale questionnaire are divided into three sections. Section A starts with the questionnaire on
background data, computer and internet experience of the respondents. Section B of the questionnaire contains the MyCO users’
perception on the MyCO system and their behavioral intention to adopt. This section was adapted from the theory mentioned in the
literature section which are perceived usefulness (PU), perceived ease of use (PEOU), and perceived risk (PR). Perceived risk of the
user is measured using two different dimensions, which were performance risk and privacy risk. However, some modifications are
made to tailor them to the MyCO system. Section C of the questionnaire contains questions on behavior intention to use and the
satisfaction of the user. Statistical Package for Social Science (SPSS) is used to analyze the data.

Technology Acceptance Model (TAM) is used to understand MyCO user’s perception on perceived ease of use (PEOU), perceived
usability (PU), perceived risks (PR), behavior intention to use (BIU) and satisfactory level (SL). Table 1 shows the factors utilized
to explore user’s perception.

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Table 1: factors utilized to explore user’s perceptions

Factors Code Description

Perceived Ease of Use PEOU1 Learning to use MyCO system has been easy for me.
PEOU2 It eases in MyCO system to do what I want.
PEOU3 MyCO system is clear and understandable.
PEOU4 MyCO system is flexible to interact with.
PEOU5 It is easy for me to become skillful at using MyCO system.
PEOU6 I find MyCO system is easy to use.
Perceived Usefulness PU1 MyCO help me to accomplish company registration process more quickly.
PU2 MyCO improves company registration performance.
PU3 MyCO increases my productivity.
PU4 MyCO enhances effectiveness on company affairs.
PU5 MyCO makes me easier to do my work.
PU6 MyCO is useful for my company.
Perceived Risk PR1 I faced transaction error while using MyCO.
PR2 I worry about misuse of my private information.
PR3 I experienced loss of time during transaction.
PR4 I think it delay in loading MyCO website.
PR5 I worry about losing sensitive personal data.
Behavior Intention to Use BIU1 I plan to use MyCO for my future company affairs
BIU2 I like working with MyCO.
Satisfactory Level SL Indicate your satisfactory level while you are using MyCO.

Empirical Results and Discussion

As the first step of the survey, the reliability of the questionnaire was assessed by using the Cronbach’s coefficient alpha test
(Cronbach, 1970), it suggested the Cronbach’s α value more than 0.7 to be the accepted cut off (Hair et al, 2006). The three constructs
which comprise of twenty (20) items. The alpha coefficients for perceived ease of use, perceived usefulness, perceived risk and
behavioral intention were 0.984, 0.981, 0.799, 2.603 and 3.980 respectively as indicate in Table 2. The result show that the
questionnaire in this study is highly reliable and acceptable since all of them are greater than 0.7 which is the minimum acceptable
value for internal consistency of items.
Table 2: Mean and scale reliability of each construct

Constructs Item Mean Cronbach’s α

Perceived Ease of Use (PEOU) 6 6.225 0.984
Perceived Usefulness (PU) 6 6.416 0.981
Perceived Risk (PR) 5 0.427 0.799
Behavior Intention to Use (BIU) 2 2.657 2.603
Satisfactory Level (SL) 1 4.100 3.980
There are 250 sets of questionnaires are delivered via online by using google survey form. The total number of respondents was 162
and only 6 of them had not registered their company by themselves, so, they were eliminated from the analysis. The questionnaires
start with whether the respondent did company registration by him or herself. For the answer was “Yes”, the background data on
computer and internet experience of the respondents were assessed. The result of a total 156 respondents is summarized in Table 2.
According to the responses, it can be stated that the respondents were ICT literate as more than 50% of the respondents had more
than 4 years of computer and internet experience. Of the survey analyzed, as Table 3 shows most of the respondents had considerable
experience in using computer and internet. The result also indicated that only 21 % of the participants rarely used internet.
Table 3: Computer and Internet experience of the respondents

Internet Experience
Frequency Percent
Valid None 3 1.9
1-3 years 18 11.5
4-6 years 34 21.8
7-9 years 54 34.6
10 years or above 47 30.1
Total 156 100.0
Computer Experience
Frequency Percent
Valid None 3 1.9
1-3 years 4 2.6
4-6 years 8 5.1
7-9 years 25 16.0
10 years or above 116 74.4
Total 156 100.0

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Table 4 illustrates the results of questionnaire processing that are related to MyCO users’ opinion about ease of use of the system.
The lower the mean value, the greater the perception that this item is a challenge. On the other hand, as described in Table 5, the
results regarding with the perceived ease of use questionnaire, most respondents, approximately 98.1 % indicated a score of 6 or 7
indicated quite agree or extremely agree, while remaining 1.3 % indicated a score of quite disagree or slightly disagree. The rest 0.6
% replies neither (no opinion). The negative replies were mainly given by the users who have face some incontinence in their payment
transaction, while some of them actually expressed complaints about payment issue. Similar remarks hold for the questions “MyCO
system is flexible to interact with.” In the questionnaire, about the ease of use of the system, there is no respondent has picked the
extremely disagree option.

Table 4: Results of questionnaire processing related to perceived ease of use of MyCO system

Questions Mean Value Standard 95% Confidence that mean

deviation value is greater than
Learning to use MyCO system has been easy for me. 6.23 0.669 6.13
It eases in MyCO system to do what I want. 6.25 0.629 6.15
MyCO system is clear and understandable. 6.22 0.715 6.11
MyCO system is flexible to interact with. 6.17 0.810 6.04
It is easy for me to become skillful at using MyCO system. 6.24 0.683 6.13
I find MyCO system is easy to use. 6.24 0.685 6.14
* The lower the mean value, the greater the perceived ease of use that this item is a challenge.

Table 5: Perceived ease of use of MyCO system

Frequency Percent Valid Percent Cumulative Percent

Valid Quite Disagree 1 0.6 0.6 0.6
Slightly Disagree 1 0.6 0.6 1.2
No Opinion 1 0.6 0.6 1.8
Slightly Agree 2 1.3 1.3 3.1
Quite Agree 104 66.7 66.7 69.8
Extremely Agree 47 30.1 30.1 100
Total 156 100 100

According to Table 6, the lower the mean value, the greater the MyCO users’ satisfaction on usefulness of the system has challenges.
And Table 7 reveals that the average 98.7 % of the respondents are accepted about the usefulness of MyCO system. The majority of
the respondents mentioned that MyCO help them to accomplish company registration process more quickly, increase their
productivity, enhance effectiveness on their company affairs, make them easier to do their work, and it is useful for their company.
1.2 % respondents are quite or slightly disagreeing the usefulness of the MyCO system. In the questionnaire, there were other three
options as extremely disagree, quite disagree and slightly agree about the usefulness of MyCO system but no respondent has picked
those options.
Table 6: Results of questionnaire processing related to perceived usefulness of MyCO system

Questions Mean Value Standard 95% Confidence that mean

deviation value is greater than
MyCO help me to accomplish company registration 6.42 0.583 6.33
process more quickly.
MyCO improves company registration performance. 6.44 0.603 6.34
MyCO increases my productivity. 6.40 0.598 6.30
MyCO enhances effectiveness on company affairs. 6.42 0.601 6.33
MyCO makes me easier to do my work. 6.39 0.628 6.29
MyCO is useful for my company. 6.43 0.634 6.33
* The lower the mean value, the greater the perceived usefulness that this item is a challenge

Table 7: Perceived usefulness of MyCO system

Frequency Percent Valid Percent Cumulative Percent
Valid Slightly Disagree 1 .6 .6 .6
No Opinion 1 .6 .6 1.3
Quite Agree 80 51.3 51.3 52.6
Extremely Agree 74 47.4 47.4 100.0
Total 156 100.0 100.0

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Perceived risk was analyzed with the questionnaire described in Table 8. According to the result, the risk was characterized as not
important if the mean value of the replies was greater than 90% confidence value. And, Table 9 revealed that nearly about 70 %
respondents agreed that the users are successfully filed in MyCO system without any issues. At that time, 25 % of the respondents
expressed that they faced some challenges while filing their company’s affairs in MyCO system. On the other hand, 5 % of the
respondents expressed that they have nothing to mention about the issue.

Table 8: Results of questionnaire processing that are related to perceived risk of using MyCO

Questions Mean Standard 95% Confidence that mean value is greater

Value deviation than
I faced transaction error while using MyCO. 0.52 0.617 0.42
I worry about misuse of my private information. 0.48 0.774 0.36
I experienced loss of time during transaction. 0.42 0.622 0.32
I think it delay in loading MyCO website. 0.28 0.618 0.18
I worry about losing sensitive personal data. 0.44 0.772 0.32
* The lower the mean value, the greater the perceived risk that this item is a challenge.
Table 9: Perceived risk of MyCO system

Frequency Percent Valid Percent Cumulative Percent

Valid No 109 69.9 69.9 69.9
Yes 40 25.6 25.6 95.5
Not Sure 7 4.5 4.5 100.0
Total 156 100.0 100.0

In this paper, we have surveyed the user satisfaction and risks of the MyCO user in order to understand to provide better user-centric
e-Government services. User’s satisfaction has been addressed ease of use and usefulness of the system. And the risks that the users
faced are explored for upgrading MyCO system. In this study, 98.1% of the respondents expressed that it is easy to learn, easy to use
and it is clear and easy to understand, and flexible to interact with. Regarding with usefulness of MyCO, 98.7% of MyCO users said
that MyCO made the company registration process more quickly, improved the efficiency of the company registration performance,
increase their productivity, enhanced effectiveness on their company affairs, makes them easier to do their work, and MyCO was
useful for their company. Most of the respondents described that there are no significant concerns about issues such as the loss of
important personal information while using MyCO system. But, when submitting company affairs using MyCO, around 25% of
respondents expressed that there are few delays and transaction errors. According to the users that responded to the review on users’
satisfaction of MyCO system survey, 21% said they were extremely satisfied, 58% are very satisfied, and 20% are fairly satisfied
with MyCO system. Overall, 79% of MyCO users said they were very satisfied with the MyCO service, and 20% said they were
satisfied to some extent. In general, the DICA's e-Government service is positive at the users' satisfaction level. Regarding with
behavior intention to use, the majority of the respondents said that they will have to use MyCO for their company affairs and they
like working with MyCO.

Even so, according to the additional comments of the respondents, 71% want MyCO system to be easier to use, 46% want the
information to be provided accurately and quickly. 42% suggested that MyCO website design to be more simplified. One of the
unique suggestions is to have a friendly user interface. Some users want to increase search facilities and want the issue related to
payment gateway to be addressed, and the respondents want payment receipts issuing by the system. Some user would like MyCO
to send announcements and orders regarding company matters to the email they filled in the system. And, some MyCO’s expressed
that the annual return form contains questions that need to be clarified, during the payment process, MyCO System encountered
Logging in / Logging out repeatedly. The respondents also replied that adding director search function is very useful. One of the
noted able remarks was stated that MyCO is not 100% perfect but acceptable e-Government services, although it is not 100%
complete, it can be recognized as a good e-Government services project.

Conclusions
In order to provide better citizen-centric public service, DICA should increase its efforts to promote the usefulness and ease of use
of the system. The users also recommended that important notifications be communicated in a clearer and more visible manner. To
increase the perceived usefulness of the system, the company registrar, DICA should strategically administered to be clear and
understandable in using the system by doing awareness campaign about the technical terms of company affairs. To be system’s ease
of use, DICA should also be improve the user-friendliness of the system by creating web-based tutorials or videos that guides the
MyCO user on how to use the system. DICA could also increase its online support such as providing this service for 24 hours
whenever updating new particulars which related to company affairs. This is very important as most for DICA to be able to provide
effective e-Government service.

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Moreover, DICA has to assure users that the MyCO system is to be risk free to be able to provide better e-Government service. In
order to reduce the risk faced by the respondents, several recommendations are proposed to the company registration authority, DICA
in order to enhance the present MyCO system. Firstly, it is suggested that the registration authority provide confirmation once the
transactions made through MyCO system via email to the MyCO user’s email. By giving this confirmation, the users will feel
confident that their transactions are safely and payment is accurately successful in the system. Secondly, it is recommended that to
be ensure that the users can check their transactions and balances on real-time basis so that they are assured on the accuracy and
reliability of the transactions conducted through MyCO system. Thirdly, DICA should provide online assistance to help MyCO users
who have difficulties in using the system to pay for their payment for registration fees or fines. Besides that, a more comprehensive
user manual should be provided by DICA to ensure the first-time users will have general overview on how to use MyCO system.
Addressing the shortcoming related to payment gateway, to be clear in filing annual report form and solving the encountering Logging
in / Logging out repeatedly will increase the perceived usefulness and ease of use of MyCO system and simultaneously will improve
the e-service quality of DICA.
This study explores the satisfaction with e-Government services of Myanmar, particularly studied Myanmar Companies Online
Registration (MyCO) system as a case study, and describes user’s satisfaction with MyCO system in term of three main factors;
perceived ease of use, perceived usefulness, perceived risk, and it also explore the behavior intention to use and satisfactory level of
MyCO’s users. A total of 156 valid responses were collected and analyzed. The result supports in exploring perceived ease of use,
perceived usefulness and perceived risk of MyCO’s users, and it will helpful for Myanmar company registration authority, DICA to
be effective when the MyCO System upgrading. It will also help improve the quality of Myanmar e-Government services.
Notwithstanding the 98.7% of the respondents recognized MyCO as a useful system, 98.1% described MyCO is easy-to-use e-
Government service, and the overall 79% of respondents were very satisfied and 20% were satisfied to some extent with the system,
payment transaction issue and some technical challenges still remain in the system to be address to become people-centric public
service. As future study can also be undertaken analysis on the issues and challenges facing of citizen in using another e-Government
public services of Myanmar and MyCO should also be studied from information quality, system quality, and service quality
perspective. Overall, it can be concluded that this study can assist e-Government designers and developers for enhancing their
understanding of e-Government citizen satisfaction and for improving their e-Government services.
Acknowledgement
I would like to acknowledge my gratitude to my professor Chen Tao (Huazhong University of Science and Technology, Wuhan, China) for allowing
to do this study and supporting the required letter for collecting survey data, and for supervision the research work, the companies who responds the
survey, officials from Myanmar company registration authority (Directorate of Investment and Company Administration, DICA, Myanmar) for
assisting administrative data, and also the journal’s peer reviewers, whose comments resulted in a notable improvement of this article.

Author contributions: Conceptualization, methodology, formal analysis, writing-original draft, final editing, Aye Aye Myint.
The author has agreed to the published version of the manuscript.
Funding: This research work was with self-fund.
Informed Consent Statement: Informed consent was obtained from all subjects involved in the study.
Data Availability Statement: The data presented in this study are available on request from the corresponding author. The data are not publicly
available due to privacy.
Conflicts of Interest: The author declares no conflict of interest.

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