Analysis Of Factors Influencing Satisfaction With Using The Mobile Lapor Application In Indonesia
Abstract
Through this fairly rapid digital growth, the Indonesian government sees opportunities in providing digital-based services through mobile-based applications and websites called LAPOR (People's Online Aspiration and Complaints Service) as a means for the Indonesian people to provide complaints, aspirations or requests for information to agencies. governance is aimed at only 1 platform that integrates with each other. However, unfortunately the mobile application service LAPOR (People's Online Aspiration and Complaints Service) is still unable to satisfy the needs and desires of users in using all the services provided. This is proven by the assessment and comments column of the REPORT mobile application on Playstore and AppStore. Therefore, this research was carried out to determine the factors that influence user satisfaction in using the LAPOR mobile application which was assessed or processed into 5 research variables including Ease of Use, Security Privacy, Attitude Toward Using, System Quality and User Satisfaction
References
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[36] Putri, D., & Baridwan, Z. (nd). The Influence of Information Quality, Risk Perception, Security Perception, and Privacy Perception on E-Commerce User Trust.
[37] Romadon, T., & Ali, MM (nd). The Influence of Product Quality and Service Quality on User Satisfaction of the E-Learning System at Mercu Buana University. Scientific Journal, 11 - 24.
[38] Wiranti, F. (nd). Analysis of the Influence of System Quality, Service Quality, Information Quality, Perceived Ease to Use, and Usefulness of the E-Samsat Program on Motor Vehicle Taxpayer Satisfaction
[2] Ali, IS (nd). The Influence of Perceived Usefulness and Perceived Convenience on Repurchase Intentions with Attitude as a Mediating Variable (Study of Traveloka Users in Malang City). 1-13.
[3] Almaiah, MA, Otaibi, SA, Lutfi, A., Almomani, O., Awajan, A., Alsaaidah, A., . . . Awad, A.B. (2022). Employing the TAM Model to Investigate the Readiness of M-Learning System Usage Using SEM Technique.
[4] Andarwati, M., Zuhroh, D., & Amrullah, F. (2019). End User Satisfaction of Accounting Information System (AIS) Mobile Based for Small Medium Enterprises (SMEs): Actal Usage and TAM Approach. Journal of Development Research, 37-42.
[5] Applications. (2023, 3 23). Retrieved from Google Play: https://play.google.com/store/apps/details?id=com.deptech.lapo r&hl=in&gl=US
[6] Awad, N., & Barak, M. (nd). Sound, Waves and Communication: Students' Achievements and Motivation in Learning a STEM- Oriented Program. Creative Education.
[7] Davis, F.D. (nd). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. Management Information Systems Research Center, University of Minnesota, 319-340.
[8] Doni. (2023, 1 30). Article. Retrieved from Ministry of Communication and Informatics of the Republic of Indonesia: https://www.kominfo.go.id/content/detail/47280/govt-kebut- digitalisasi-nasional-publik/0/article
[9] Hasanah, R.L., & Riana, D. (2019). TAM Analysis on The Factors Affecting Admission of Students for Ruangguru Applications. Journal of Information Systems, 1-14.
[10] Isaac, O., Mutahar, AM, Ramayah, T., & Alrajawy, IM (2018). Integrating User Satisfaction and Performance Impact with Technology Acceptance Model (TAM) to Examine the Internet Usage Within Organizations Yemen. Asian Journal of Information Technology, 60-78.
[11] Jogiyanto. (nd). Information Technology Systems. Yogyakarta: Yogyakarta, Andi.
[12] Junnonyang, E. (2021). Integrating TAM, Perceived Risk, Trust, Relative Advantage, Government Support, Social Influence, and User Satisfaction as Predictors of Mobile Government Adoption Behaviors in Thailand. International Journal of eBusiness and eGovernment Studies, 159-178.
[13] Kurniasih, A., Santoso, AK, Riana, D., Kadafi, AR, Dari, W., & Husin, AI (2020). TAM Method and Acceptance of COVID-19 Website Users in Indonesia. Journal of Physics, 1-7.
[14] Najib, M., & Simanjuntak, M. (2018). Factors Affecting Consumer Interest in Electronic Money Usage With Theory of Planned Behavior (TPB). Journal of Consumer Sciences.
[15] Naruetharadhol, P., Ketkaew, C., Hongkanchanapong, N., Thaniswannasri, P., Uengkusolmongkol, T., Prasomthong, S., & Gebsombut, N. (2021). Factors Affecting Sustainable Intention to Use Mobile Banking Services. SAGE Open, 1-13
[16] Ngubelanga, A., & Duffett, R. (2021). Modeling Mobile Commerce Applications' Antecedents of Customer Satisfaction among Millennials: An Extended TAM Perspective.
[17] Nugraha, ES, Padri, AR, Nurdiawan, O., Faqih, A., & Anwar, S. (2021). Implementation of an Android-Based Public Complaints Application in the DPRD Building. JURIKOM (Journal of Computer Research), 360-366.
[18] Nurdin, N., Musyawarah, I., Nurfitiani, N., & Jalil, A. (2020). The Influence of Mobile Banking Services on Customer Satisfaction (Study of Islamic Banking Students at IAIN Palu). Journal of Islamic Banking and Finance, 88-104.
[19] Ookoroji, V., Lees, N.J., & Lucock, X. (2020). Factors Affecting the Adoption of Mobile Applications by Farmers: An Empirical Investigation. Journal of Argicultural Research, 20-29
[20] Pusparisa, Y. (2021, 7 1). Technology and Telecommunications. Retrieved from Databoks: https://databoks.katadata.co.id/datapublish/2021/07/01/register- negara-user-smartphone-terbesar-indonesia-rutan-berapa
[21] Rahmayani, I. (2015, 10 2). Media Spotlight. Retrieved from Ministry of Communication and Information of the Republic of Indonesia: https://www.kominfo.go.id/content/detail/6095/indonesia- raksasa-technology-digital-asia/0/sorotan_media
[22] Rambe, PA, Ruwanti, S., & Sari, IM (nd). Factors That Influence the Speed of Submitting Financial Reports in Manufacturing Companies Listed on the Indonesian Stock Exchange for the 2013-2016 Period. 1-26
[23] Ratings and Reviews. (2023). Retrieved from AppStore: https://apps.apple.com/id/app/sp4n-lapor/id1486554343?see- all=reviews
[24] Rofiq, A. (nd). The Influence of Trust Dimensions on E-Commerce Customer Participation (Study of E-Commerce Customers in Indonesia)
[25] Sabeni, H., & Setiamandani, ED (2020). Management of Public Complaints in an Effort to Improve the Quality of Public Services. Journal of Social and Political Sciences, 43-52
[26] Santoso, C., & Sri, S. (nd). Public Complaint Management at the Public Complaint Management Center (P3M) Semarang City.
[27] Sharon, T. (2018, 9 15). Retrieved from Medium: https://tsharon.medium.com/measuring-task-success- 6ed2ffba9eee About Report. (2023). Retrieved from Report:https://www.lapor.go.id/tangan
[28] Tick, A. (2019). An Extended TAM Model, for Evaluating eLearning Acceptance, Digital Learning and Smart Tool Usage. Acta Polytechinca Hungarica, 213-233.
[29] To, AT, & Trinh, TH (2020). Understanding Behavioral Intention to Use Mobile Wallets in Vietnam: Extending The TAM Model with Trust and Enjoyment. Cogent Business and Management.
[30] Tribhuvan, A. (2020). A Study on Consumers Perception on Food Apps. IJARIIE, 208-243.
[31] Aryanti, NC, Sihite, M., & Supriyadi, E. (2021). Analysis of Attitude Toward Using in Increasing Customer Satisfaction of Go-Pay Mobile Payment. Mabiska Journal, 1-12.
[32] Lestari, D., & Waryanto, NH (2013). User Satisfaction Indicators in E- Learning Services. National Seminar on Mathematics and Mathematics Education, 40-50.
[33] Wahyuni, T. (nd). Empirical Test of the DeLone and McLean Model on the Success of Regional Management Information Systems (SIMDA). BPPK Journal, 1-24.
[34] Bangkara, R., & Mimba, SH (nd). The Influence of Perceived Usefulness and Perceived Ease of Use on Interest in Using Internet Banking with Attitude Toward Using as an Intervening Variable. Udayana University Accounting E-Journal.
[35] Oktarini, MA, & Wardana, IM (nd). The Role of Customer Satisfaction in Mediating the Influence of Perceived Ease of Use and Perceived Enjoyment on Purchase Intention. Unud Management E-Journal, 2041 - 2072.
[36] Putri, D., & Baridwan, Z. (nd). The Influence of Information Quality, Risk Perception, Security Perception, and Privacy Perception on E-Commerce User Trust.
[37] Romadon, T., & Ali, MM (nd). The Influence of Product Quality and Service Quality on User Satisfaction of the E-Learning System at Mercu Buana University. Scientific Journal, 11 - 24.
[38] Wiranti, F. (nd). Analysis of the Influence of System Quality, Service Quality, Information Quality, Perceived Ease to Use, and Usefulness of the E-Samsat Program on Motor Vehicle Taxpayer Satisfaction
Authors
Wijaya, T. K., & Legowo, N. . (2024). Analysis Of Factors Influencing Satisfaction With Using The Mobile Lapor Application In Indonesia. International Journal of Advanced Science and Computer Applications, 3(2). https://doi.org/10.47679/ijasca.v3i2.51
This work is licensed under a Creative Commons Attribution 4.0 International License.