Public Satisfaction with Online Services: (Case Study on the JEPIN Application)

Abstract

Purpose: This study aims to analyze the use of the JEPIN application for users, namely the community in Pontianak City. JEPIN stands for Jendela Pontianak Integration This application was launched by the Pontianak City Communication and Information Office. Measurement uses variables consisting of infrastructure, ICT, human resources, budgeting, and digital government implementation.

Methods: The method used is a quantitative type, primary data in the form of a survey of 100 respondents who come from JEPIN application users in Pontianak City. Using the Likert Scale (1: strongly disagree, 2: disagree, 3: neutral, 4: agree, and 5: strongly agree). The analysis technique for this study uses SmartPLS 4.

Result: The results of the study show that the infrastructure variables have a P-Value of (0.000), an ICT P-Value of (0.000), and a P-Value Budgeting of (0.002), respectively, which shows a positive and significant influence on the implementation of digital government in the implementation of the JEPIN application. On the other hand, the human resources variable has a P-Value of (0.998), which shows a positive and significant influence on the implementation of digital government in the implementation of the JEPIN application in Pontianak City.

Novelty: This study is unique because it looks at users who use the JEPIN application with a measurement indicator, namely the online services index (OSI). Most previous research on this theory has focused only on measuring how satisfied people are with online services, but this study offers a new perspective on the use of OSI in the context of application-based online services.