Evaluating Unified Communication and Collaboration Acceptance: A Case Study of Malaysian Public Sector

Surya Sumarni Hussein, Saiful Nizam Jamaludin, Saidatul Rahah Hamidi, Fazlina Mohd Ali and Muhamad Wisnu Alfiansyah
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Surya Sumarni Hussein: College of Computing, Informatics and Mathematics, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia
Saiful Nizam Jamaludin: Faculty of Artificial Intelligence, University Teknologi Malaysia, Kuala Lumpur, Malaysia
Saidatul Rahah Hamidi: College of Computing, Informatics and Mathematics, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia
Fazlina Mohd Ali: Center for Software Technology and Management, University Kebangsaan Malaysia, Bangi, Selangor, Malaysia
Muhamad Wisnu Alfiansyah: Faculty of Engineering, Universitas Bumigora, Lombok, Indonesia

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 2, 204-212

Abstract: Since the converging of innovations, technological advancement allows for the seamless integration of data, audio, and video communication. Today’s speedier communication technology makes real-time communication and collaboration sessions possible. However, in the public sector, utilization is not as intended, which increases the danger of violating laws and causing compliance, data privacy, and security problems. A quantitative approach is used throughout this research to assess the acceptance of unified communication and collaboration (UC&C) solutions among Malaysian government organizations, their existing condition, challenges, and space for their growth. This study utilized the well-established Unified Theory of Acceptance and Use of Technology (UTAUT) model. The questionnaire was distributed online to Malaysian federal and state government ministries, agencies, and lecturers of Universiti Teknologi MARA (UiTM). The partial least squares structural equation modeling (PLS-SEM) approach was used to evaluate the figures, which were gathered from 160 participants, applying the IBM SPSS Amos edition 26 program. The studies found that performance expectancy, effort expectancy, facilitating condition, and trust are important elements influencing UC&C service acceptance by others. The results will serve as a trustworthy guide to enhance the Change Management strategy, which may be disseminated to a government agency responsible for the national implementation of communication and collaboration within the Malaysian government, as well as potentially to various government organizations worldwide.

Date: 2025
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