Navigating Innovation in Public Services: Conceptual Insights into MyJPJ App Reception

Mohd Fitri Jainal, Nur Farizan Tarudin

Abstract


The digitalization of public services has transformed citizen and government interactions, with mobile applications serving as key platforms for service delivery. In Malaysia, the MyJPJ app exemplifies this innovation by enabling digital access to road tax, driver’s licenses and enforcement information. While the app streamlines transportation related services, it is success ultimately depends on public reception. This paper proposes a conceptual framework to evaluate user receptions of the MyJPJ app by integrating the Technology Acceptance Model (TAM), the Unified Theory of Acceptance and Use of Technology (UTAUT) and the concept of public value creation. The framework emphasizes five interrelated dimensions: perceived usefulness, ease of use, trust and security, service quality and innovation and public value. By offering a holistic approach, the study contributes to both theory and practice, providing insights for policymakers and system designers to enhance usability, trust, and citizen satisfaction. Future research directions include empirical testing, sectoral comparisons and longitudinal assessments.

Keywords


MyJPJ app, public service innovation, digital government, technology acceptance, public value, user perception

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References


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DOI: https://doi.org/10.25292/atlr.v8i0.755

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