Measuring User Acceptance on E-Government Adoption using Extended Technology Acceptance Model (Case Study: KLAMPID Dispendukcapil Surabaya)

Pamungkas, Andreas Carmananda (2021) Measuring User Acceptance on E-Government Adoption using Extended Technology Acceptance Model (Case Study: KLAMPID Dispendukcapil Surabaya). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

Text 02411740000048-Undergraduate_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 October 2023. Download (5MB) | Request a copy

Abstract

Implementasi e-government telah banyak digunakan di berbagai negara, termasuk Indonesia. Penelitian ini mengambil Surabaya sebagai objek amatan karena Surabaya merupakan kota terpadat ke-2 di Indonesia. Dengan jumlah penduduk yang terus meningkat, maka semakin banyak pula masyarakat yang membutuhkan layanan kependudukan. Instansi pemerintah yang bertanggung jawab untuk menangani hal ini adalah Dinas Kependudukan dan Pencatatan Sipil (Dispendukcapil Surabaya). Sejak Maret 2020, Dispendukcapil Surabaya merilis sistem yang disebut KLAMPID bagi masyarakat untuk mengakses layanan kependudukan di mana saja dan kapan saja. Sebagai teknologi baru, KLAMPID menerima komentar yang beragam. Technology Acceptance Model (TAM) sebagai model pengukuran user acceptance digunakan dalam penelitian ini, dengan beberapa variabel tambahan agar sesuai dengan konteks e-government. Variabel tambahan tersebut adalah trust, perceived risk, subjective norms, and computer self-efficacy. Ada 15 hipotesis yang diamati dalam penelitian ini. Pengumpulan data dilakukan menggunakan kuesioner online dan offline dengan 645 responden. Namun, hanya 363 responden yang dapat diolah pada TAM karena 282 responden belum pernah menggunakan KLAMPID sebelumnya. Meskipun demikian, 282 responden tersebut tetap akan dianalisis. Data diolah dengan Partial Least Square Structural Equation Modeling (PLS-SEM). Hasil menunjukkan bahwa sebanyak 13 hipotesis didukung dan 12 memiliki korelasi positif. Model lalu juga diuji pada demografi responden yang berbeda mulai dari metode kuesionernya (offline-online), umur, dan tingkat pendidikan. Analisis lebih lanjut kemudian dilakukan dengan menggunakan Importance-Performance Map Analysis (IPMA) dan ditemukan bahwa persepsi perceived ease of use (PEOU), trust (TR), dan computer self-efficacy (CSE) adalah variabel krusial untuk ditingkatkan. Variabel penting ini kemudian dipetakan ke customer’s map journey untuk menghasilkan 10 rekomendasi perbaikan.
==================================================================================================================
Implementation of e-government has widely used across countries, including Indonesia. This study took Surabaya as object of observation since it is the 2nd most populated city in Indonesia. Due to Surabaya’s ever-increasing population, more and more people need administration services. Government institution responsible to handle this matter is Dinas Kependudukan dan Pencatatan Sipil (Dispendukcapil Surabaya). Since March 2020, Dispendukcapil Surabaya release a system referred as KLAMPID for the public to access administration services anywhere and anyime. As a new technology, KLAMPID receive mixed feedbacks. Technology Acceptance Model (TAM) as a widely known user acceptance model is used in this study, with some extended variables to fit e-government context. Those extended variables are trust, perceived risk, subjective norms, and computer self-efficacy. There are 15 hypotheses relationship observed. Data are collected using both online and offline questionnaire with 645 respondents. However, only 363 respondents that can be processed in TAM because 282 never use KLAMPID previously. Nonetheless, these 282 respondents are going to be analyzed also later. Data for TAM are processed through Partial Least Square Structural Equation Modelling (PLS-SEM). As much as 13 hypotheses relationship are supported and 12 have positive correlation. Model is also being tested by segmenting the respondents into the method they fill the questionnaire (offline or online), age, and education. The results are then analyzed further using Importance-Performance Map Analysis (IPMA) and found that perceived ease of use (PEOU), trust (TR), and computer self-efficacy (CSE) are the critical variables to be improved. These critical variables are then mapped into customer’s journey map to come up with 10 improvement recommendations.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	E-government, KLAMPID, Technology Acceptance Model, Extended TAM, PLS-SEM
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Andreas Carmananda Pamungkas
Date Deposited:	19 Aug 2021 01:22
Last Modified:	19 Aug 2021 01:22
URI:	http://repository.its.ac.id/id/eprint/87808

Actions (login required)

View Item