DOES AGE MATTER? EXAMINING THE MEDIATING ROLE OF AGE IN THE LINK BETWEEN PERCEIVED USEFULNESS AND INTENTION TO USE DBKL’S E-GOVERNMENT SERVICES

Normy Rafida Abdul Rahman, Sofian Abdul Azis, Hari Krishnan Andi, Siti Fatimah Abdul Rahman, Sabiroh Md Sabri, Jeniza Jamaludin, Muh. Sabir M, Zohrahayaty

doi:10.7492/0xbpqk64

Authors

Normy Rafida Abdul Rahman, Sofian Abdul Azis, Hari Krishnan Andi, Siti Fatimah Abdul Rahman, Sabiroh Md Sabri, Jeniza Jamaludin, Muh. Sabir M, Zohrahayaty Author

DOI:

https://doi.org/10.7492/0xbpqk64

Abstract

This study examines the influence of perceived usefulness on users’ intention to adopt DBKL’s e-government services, with age considered as a mediating variable. Employing a quantitative survey and structural equation modeling, the findings demonstrate that perceived usefulness is a significant driver of adoption intention, while age shapes how these perceptions translate into behavior. Older users often exhibit lower intention to use due to challenges such as reduced digital literacy and heightened security concerns. However, the positive relationship between perceived usefulness and intention to use is mediated by age, underscoring the importance of addressing age-specific barriers. These results highlight the need for inclusive strategies that enhance perceived usefulness across different age groups, ensuring equitable access and fostering broader engagement with e-government platforms.