Analysis of User Satisfaction on the M-Paspor Application (Case Study : Registration at the Immigration Office Class 1 TPI Semarang)

Abstract

Technology-based public services are very important for the community because it makes it easier for people to access public services. One of the government agencies that provides technology-based public services is the Directorate General of Immigration. The Directorate General of Immigration launched a passport registration application called M-Paspor. M-Passport is used by all immigration offices in Indonesia, including the Class I Immigration Office of TPI Semarang. Although this application was made to make it easier for people to register their passports, the reality is that many people still face obstacles when using the M Passport application. The obstacles faced are also various such as slow response time, difficulty in changing data, etc. that can affect user satisfaction. This study aims to analyze what factors affect user satisfaction of the M-Passport application case study: Immigration Office Class I TPI Semarang using the EUCS (End User Computing Satisfaction) and Delone and Mclean (System Quality) methods. This study uses Purposive Sampling where questionnaires are distributed online and people who meet the criteria can fill out the questionnaire. The sample used in this study was 98 users. This study uses SEM-PLS (Structural Equation Modeling Partial Least Square) to analyze the research data and uses SMART-PLS 4.0 in its data processing. The results of this study show that Accuracy and Ease of Use have a positive and significant effect on user satisfaction of the M-Passport application case study: Immigration Office Class I TPI Semarang. Meanwhile, Content, Format, Timeliness, System Quality also have a positive but not significant influence on user satisfaction of the M-Passport application case study: Immigration Office Class I TPI Semarang.