The mediating effect of user satisfaction between inheritance e-filing and continuous intention to use in Malaysia

The coexistence of Civil and Shariah legal systems in Malaysia necessitates a new approach to the persistent inheritance problem. Historical analysis reveals unclaimed estate assets and gradual transitions. Electronic Filing Systems (EFS) and inheritance legacy management underscore the importance of information quality in service sectors. Despite improvements, frozen inheritances lead to prolonged arbitration, and wealth management issues have been a critical concern. This study addresses a gap in Malaysia's EFS for inheritance asset administration in the context of recent e-government research. It explores past research, identifies issues, sets objectives, explains significance, clarifies terms, and organizes the framework. The theoretical foundations include the Technology Acceptance Model, the Theory of Reasoned Action, and the Diffusion of Innovation (DOI) Theory, which underpin potential relationships in the research model. The framework develops and tests thirteen hypotheses with a diverse sample of Malaysian EFS users. The model was tested utilizing Partial Least Squares Structural Equation Modelling (PLS-SEM) using data that was collected from 384 EFS users in Malaysia. The results indicated that user satisfaction as a mediator between perceived information quality (PIQ), innovation, trust, and perceived usefulness (PU) was positively associated with the intention to use EFS in Malaysia. This study provides essential insights for users of the EFS and government policymakers in Malaysia by underscoring the pivotal role of trust in promoting long-term adoption and user engagement. It emphasizes the importance of addressing trust-related concerns unique to Malaysia’s diverse cultural, religious, and demographic landscape. By tailoring strategies to build and maintain trust such as enhancing security measures and fostering transparency policymakers can significantly improve user confidence and satisfaction. This, in turn, can lead to a greater uptake of EFS, increased system reliability, and a more successful digital transformation of public services.