Publication:
The Enforcement of Service Level Agreement on EPayment Fund Transfer in Malaysian Government: An Application of Technological-OrganizationalEnvironmental (TOE) Framework

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dc.contributor.authorNaharudin Saadan
dc.contributor.authorKhairil Faizal Khairi
dc.contributor.authorAzuan Ahmad
dc.contributor.authorAgoos Munalis Tahir
dc.date.accessioned2024-10-29T17:04:52Z
dc.date.available2024-10-29T17:04:52Z
dc.date.issued2024
dc.date.submitted2024-10-29
dc.descriptionGlobal Business and Management Research: An International Journal, Volume 16 Issue 3 Page (159–175)
dc.description.abstractPurpose: This study aims to investigate discrepancies in e-payment collection processes related to Service Level Agreements (SLAs) and explore the feasibility of using Blockchain Technology and Smart Contracts (BCT-SCs) to enhance SLA monitoring and penalty enforcement on e-payment collection at the Malaysian Government Agency. Design/Methodology/Approach: An in-depth qualitative case study approach will be employed, utilizing the Technological-Organizational-Environmental (TOE) framework to guide the investigation. Findings: Recent data from Bank Negara Malaysia (BNM) indicates a significant increase in e-payment transactions, reflecting a growing reliance on digital financial services among Malaysian consumers. However, discrepancies in SLA adherence, as highlighted by the Auditor General of Malaysia in 2022, pose challenges to the efficiency and effectiveness of epayment systems. The study identifies the potential of BCT-SCs to improve SLA management, offering features such as decentralization, immutability, and real-time processing to enhance speed, security, and transparency. Research Limitations/Implications: The study is limited by its focus on a single case study at the Malaysian Government Agency. Generalizing findings to other contexts may require caution. Practical Implications: This research offers valuable insights for policymakers, practitioners, and industry stakeholders, providing guidance for the adoption of BCT-SCs to optimize epayment collection processes. By addressing SLA management gaps and promoting accountability, the study aims to enhance the efficiency and effectiveness of the e-payment ecosystem. Originality/Value: This study contributes to the existing literature by examining the application of BCT-SCs in enhancing SLA monitoring and penalty enforcement in e-payment collection processes. The research provides a comprehensive analysis of the challenges and opportunities associated with SLA management in the context of digital financial services, offering practical solutions to improve accountability and optimize e-payment systems.
dc.identifier.citationNaharudin Saadan , Khairil Faizal Khairi , Azuan Ahmad & Agoos Munalis Tahir The Enforcement of Service Level Agreement on EPayment Fund Transfer in Malaysian Government: An Application of Technological-OrganizationalEnvironmental (TOE) Framework. (2024). Global Business and Management Research: An International Journal, 16(3), 159–175.
dc.identifier.doihttp://www.gbmrjournal.com/pdf/v16n3s/V16N3s-13.pdf
dc.identifier.epage175
dc.identifier.issn1947-5667
dc.identifier.issue3
dc.identifier.other383-80
dc.identifier.spage159
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/24197
dc.identifier.volume16
dc.language.isoen_US
dc.publisherUniversal Publishers - Boca Raton, Florida, USA
dc.relation.ispartofGlobal Business and Management Research: an International Journal
dc.relation.issn1947-5667
dc.relation.journalGlobal Business and Management Research: An International Journal
dc.subjecte-payment
dc.subjectservice level agreement
dc.subjectblockchain technology
dc.subjectsmart contract
dc.subjectTOE Framework
dc.titleThe Enforcement of Service Level Agreement on EPayment Fund Transfer in Malaysian Government: An Application of Technological-OrganizationalEnvironmental (TOE) Framework
dc.typetext::journal::journal article::research article
dspace.entity.typePublication
oaire.citation.endPage175
oaire.citation.issue3
oaire.citation.startPage159
oaire.citation.volume16
oairecerif.author.affiliation#PLACEHOLDER_PARENT_METADATA_VALUE#
oairecerif.author.affiliationUniversiti Sains Islam Malaysia
oairecerif.author.affiliationUniversiti Sains Islam Malaysia
oairecerif.author.affiliationUniversiti Sains Islam Malaysia

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