Podhey, Angghisna Richard Nurrajendra Hadi (2026) Pengembangan Empiris Unified Model of Electronic Government Adoption (UMEGA) untuk Menganalisis Intensi Pengguna dalam Merekomendasikan Layanan Perpanjangan SIM Aplikasi Digital Korlantas POLRI. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Transformasi digital mendorong pemerintah mengadopsi layanan publik yang lebih efisien, transparan, dan akuntabel. Dalam konteks kepolisian, aplikasi Digital Korlantas POLRI dikembangkan untuk mempermudah layanan lalu lintas, khususnya perpanjangan SIM. Namun, tingkat adopsi dan kecenderungan pengguna untuk merekomendasikan aplikasi ini masih relatif rendah, tercermin dari rating pengguna di Play Store (3,8/5) dan App Store (3,6/5). Tantangan seperti keterbatasan infrastruktur, kesenjangan literasi digital, dan tingkat kepercayaan publik terhadap institusi pemerintah turut memengaruhi penerimaan layanan ini. Penelitian ini bertujuan untuk menguji dan menganalisis faktor-faktor yang memengaruhi Behavioral Intention to Use dan Intention to Recommend aplikasi Digital Korlantas POLRI melalui pengembangan dan validasi kontekstual kerangka Unified Model of Electronic Government Adoption (UMEGA). Model UMEGA pada penelitian ini diperluas dengan menambahkan variabel Perceived Service Quality, Trust in Government, dan Intention to Recommend yang relevan dalam konteks layanan publik digital. Penelitian menggunakan pendekatan kuantitatif melalui survei daring terhadap 300 pengguna aplikasi Digital Korlantas POLRI di Kota Surabaya dan dianalisis menggunakan Partial Least Squares-Structural Equation Modeling (PLS-SEM). Hasil analisis menunjukkan bahwa 10 dari 12 hipotesis didukung, sementara pengaruh Effort Expectancy terhadap Attitude serta Perceived Service Quality terhadap Behavioral Intention to Use tidak signifikan. Model UMEGA yang diperluas dengan penambahan beberapa variabel mampu menjelaskan 35,3% variasi Behavioral Intention to Use dan 42,9% variasi Intention to Recommend. Temuan ini menunjukkan bahwa model memiliki daya jelaskan yang moderat dan relevan dalam menjelaskan perilaku adopsi serta kecenderungan rekomendasi layanan digital pemerintah. Secara teoretis, penelitian ini memperkaya literatur adopsi e-government melalui validasi empiris dan penguatan relevansi model UMEGA dalam konteks layanan kepolisian digital di Indonesia, tanpa bertujuan mengembangkan teori baru di luar kerangka konseptual yang telah ada. Secara praktis, temuan penelitian memberikan rekomendasi strategis bagi POLRI untuk meningkatkan kualitas layanan dan memperkuat kepercayaan publik sebagai faktor kunci pembentuk sikap dan niat penggunaan. Selain itu, hasil penelitian dapat menjadi dasar dalam perumusan strategi adopsi, perbaikan desain layanan, serta pengelolaan keberlanjutan penggunaan aplikasi Digital Korlantas POLRI.
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Digital transformation has encouraged governments to adopt public services that are more efficient, transparent, and accountable. In the context of law enforcement, the Digital Korlantas POLRI application was developed to facilitate traffic-related services, particularly driver’s license renewal. However, the level of adoption and users’ willingness to recommend the application remain relatively low, as reflected in user ratings on the Google Play Store (3.8/5) and Apple App Store (3.6/5). Challenges such as infrastructural limitations, digital literacy gaps, and public trust in government institutions continue to influence the acceptance of digital public services. This study aims to examine and analyze the factors influencing Behavioral Intention to Use and Intention to Recommend the Digital Korlantas POLRI application through the contextual extension and empirical validation of the Unified Model of Electronic Government Adoption (UMEGA). The UMEGA framework in this study is extended by incorporating Perceived Service Quality, Trust in Government, and Intention to Recommend, which are particularly relevant in the context of digital public services. A quantitative approach was employed using an online survey of 300 users of the Digital Korlantas POLRI application in Surabaya, Indonesia. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that 10 out of 12 hypotheses are supported, while the effects of Effort Expectancy on Attitude and Perceived Service Quality on Behavioral Intention to Use are not statistically significant. The extended UMEGA model explains 35.3% of the variance in Behavioral Intention to Use and 42.9% of the variance in Intention to Recommend, indicating a moderate explanatory power in explaining adoption behavior and recommendation tendencies for digital government services. The findings theoretically contribute to the e-government adoption literature by providing empirical validation and reinforcing the relevance of the UMEGA framework within the context of digital police services in Indonesia, without claiming the development of a new theoretical model. Practically, the study offers strategic insights for the Indonesian National Police to enhance service quality and strengthen public trust as key determinants of users’ attitudes and usage intentions. Furthermore, the results may serve as a foundation for developing adoption strategies, improving service design, and ensuring the sustainability of the Digital Korlantas POLRI application.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | e-government, UMEGA, Digital Korlantas POLRI, niat menggunakan, niat merekomendasikan, e-government, UMEGA, Digital Korlantas POLRI, behavioral intention, intention to recommend |
| Subjects: | H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics H Social Sciences > HB Economic Theory > HB801 Consumer behavior. H Social Sciences > HF Commerce > HF5415.32 Consumers' preferences H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction T Technology > T Technology (General) > T58.6 Management information systems T Technology > T Technology (General) > T58.64 Information resources management |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Angghisna Richard Nurrajendra Hadi Podhey |
| Date Deposited: | 05 Feb 2026 06:26 |
| Last Modified: | 05 Feb 2026 06:27 |
| URI: | http://repository.its.ac.id/id/eprint/132179 |
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