Silent apps, loud feeds: explaining the e-government adoption gap in malaysia

Purpose This study aims to extend the Unified Theory of Acceptance and Use of Technology (UTAUT) model by integrating connective action theory (CAT) to examine the factors that influence social media adoption in contexts where these platforms facilitate perceived crowd support and collective agency, potentially leading to the bypassing of official channels. Design/methodology/approach A semi-structured questionnaire was distributed to 642 university students in Malaysia. In designing the questionnaire, a systematic literature review, focus group discussions and a pilot test were conducted. The cross-tabulation technique and the partial least squares structural equation model were applied. Findings Despite general awareness, youth exhibit low engagement with e-government systems and prefer reporting issues via social media, revealing a gap in the UTAUT model. For digital natives, traditional UTAUT factors are insignificant; instead, transparency, technological trust and crowd support predict the behavioural intention to use e-government systems. This indicates a mismatch between institutional platforms, which are seen as opaque and cumbersome, and youth expectations for immediacy and visibility. Research limitations/implications The study’s sample is limited to university students, which restricts its generalisability to the broader youth population with diverse backgrounds and digital literacies. Furthermore, reliance on cross-sectional, self-reported survey data provides statistical relationships but lacks depth. Future research should include non-student youth, use longitudinal designs to track evolving attitudes, and adopt a mixed-methods approach to gain richer qualitative context and better understand user perceptions and behaviours. Practical implications Governance must transition to a “glass-box” model, featuring trackable complaint dashboards, automated feedback and amended data protection laws to include government bodies. To rebuild trust, conduct independent security audits and invest in reliable infrastructure. Platforms should integrate moderated social features – like public forums and issue upvoting – to foster communal engagement and meet the demand for visibility. Redefine success metrics from process to outcome-oriented (e.g. resolution time). Proactively engage youth by leveraging platforms like TikTok and Instagram for awareness, and enable official reporting through social media channels to integrate public discourse into structured systems. Originality/value This study uses CAT to reframe the non-adoption of e-government as a potential rational shift towards viral connective action on social media. This integrated framework provides a novel explanatory lens for understanding why institutional platforms struggle to compete with the logic of socially-mediated engagement. It further contributes practical design insights for developing more transparent, trusted and socially responsive e-government systems.