MEDIATING EFFECT OF USERS' AGE ON INFORMATION QUALITY, SYSTEM QUALITY AND SERVICE QUALITY IN INFLUENCING USERS' INTENTION TO USE DBKL'S E-GOVERNMENT SERVICES

This study investigates the impact of system quality, information quality, and service quality on users’ intention to use Dewan Bandaraya Kuala Lumpur’s (DBKL) e-government services, with a focus on the mediating role of user age. Employing a quantitative approach grounded in the DeLone and McLean Information Systems Success Model and the Technology Acceptance Model (TAM), data from DBKL users and Kuala Lumpur residents were analyzed using Structural Equation Modeling (SEM) and ANOVA. Results show that the three quality dimensions significantly influence intention to use, and age notably mediates these effects, with older users demonstrating lower engagement due to limited digital literacy and increased security concerns. This research extends technology acceptance theory by incorporating age as a critical mediator and offers practical guidance for developing age-sensitive e-government strategies—such as simplifying interfaces, enhancing digital literacy, and addressing privacy issues—to bridge the digital divide and foster inclusive digital governance.