EFEKTIVITAS PELAYANAN PUBLIK MELALUI APLIKASI JAKARTA KINI (JaKi) FITUR JAKLAPOR BERBASIS SURVEI

Abstract

The JaKi app is a super-app developed by Jakarta Smart City to provide an integrated platform supporting the daily activities of Jakarta residents, embodying the concept of Jakarta as a "Smart City." This study analyzes the effectiveness of public services through JaKi using Duncan's Effectiveness Theory, which includes three indicators: goal achievement, integration, and adaptation. It also adopts the Technology Acceptance Model (TAM) by Davis (2003) to analyze supporting and inhibiting factors. This research employs a descriptive quantitative method with a Likert scale (1-4), utilizing surveys and word clouds. The findings indicate that the Goal Achievement indicator achieved an average score of 3.55 (very good), the Integration indicator scored 3.31 (good), and the Adaptation indicator scored 3.36 (good). It can be concluded that JaKi has successfully met user needs through timely services supported by a clear legal framework. Service integration operates efficiently, supported by well-organized procedures and adequate socialization efforts. Supporting factors for JaKi's effectiveness include easy access to information, data-driven decision- making support, a straightforward registration process, and positive user experiences. However, challenges remain, such as JaKi's contribution to improving quality of life and difficulties navigating features. Recommendations from this study include enhancing user socialization and education as well as designing a simpler and clearer UI/UX.