User acceptance of a G2B system: a case of electronic procurement system in Malaysia Murali Sambasivan, George Patrick Wemyss and Raduan Che Rose Graduate School of Management, Universiti Putra Malaysia, Serdang, Malaysia Abstract Purpose – The purpose of this paper is to determine the factors that influence the intention to use and actual usage of a G2B system such as electronic procurement system (EPS) by various ministries in the Government of Malaysia. Design/methodology/approach – The research uses an extension of DeLone and McLean’s model of IS success by including trust, facilitating conditions, and web design quality. The model is tested using an empirical approach. A questionnaire was designed and responses from 358 users from various ministries were collected and analyzed using structural equation modeling (SEM). Findings – The findings of the study indicate that: perceived usefulness, perceived ease of use, assurance of service by service providers, responsiveness of service providers, facilitating conditions, web design (service quality) are strongly linked to intention to use EPS; and intention to use is strongly linked to actual usage behavior. Practical implications – Typically, governments of developing countries spend millions of dollars to implement e-government systems. The investments can be considered useful only if the usage rate is high. The study can help ICT decision makers in government to recognize the critical factors that are responsible for the success of a G2B system like EPS. Originality/value – The model used in the study is one of the few models designed to determine factors influencing intention to use and actual usage behavior in a G2B system in a fast-developing country like Malaysia. Keywords Malaysia, Government, Internet, User studies, Electronic commerce Paper type Research paper 1. Introduction Many governments have made huge investments in electronic government (e-government) services to link government networks and deploy a variety of service infrastructure to improve efficiency and productivity (Hung et al., 2006). E-government has received increased prominence in the last few years and there are issues that remain unexplored (Esteves and Joseph, 2008). Boateng et al. (2008) argue that initiatives like e-government can contribute to the socio-economic development of developing countries like Malaysia. E-government can be defined as a: “government’s use of ICT, particularly web-based internet applications, to enhance the access to and delivery of government information and service to citizens, businesses, employees, and other agencies and entities” (Wang and Liao, 2008, p. 718). E-government systems are becoming a part of modern public administration systems (Halaris et al., 2007; Torres et al., 2005). Despite increased level of awareness and demand, low levels of user acceptance continue to be an endemic problem for government policy makers, The current issue and full text archive of this journal is available at www.emeraldinsight.com/1066-2243.htm Acceptance of a G2B system 169 Received 30 October 2009 Revised 8 January 2010 11 January 2010 Accepted 13 January 2010 Internet Research Vol. 20 No. 2, 2010 pp. 169-187 q Emerald Group Publishing Limited 1066-2243 DOI 10.1108/10662241011032236