Analisis Kesuksesan Aplikasi Pendaftaran Antrian Paspor Online Menggunakan Model DeLone dan McLean (Studi Kasus Kantor Imigrasi Kelas 1 Non TPI Bogor)

Abstract

Advancement in sophisticated information technology can be used for innovation in access to public services. It can satisfy the needs of the society in ease, speed, security, and convenience in accessing public services. In this study, the public service studied was the Online Passport Queue Registration Application at the Class I Non-TPI Bogor Immigration Office. This study aims to analyze the success of the Online Passport Queue Registration Application (APAPO) using the DeLone and McLean models and to formulate a strategy for improving the quality of public services in the Online Passport Queue Registration Application (APAPO) in a case study of the Class I Non TPI Bogor immigration office. In the sampling technique using convenience sampling where the sample is people who have submitted applications for passports using APAPO at the Immigration Office Class I Non TPI Bogor taken as many as 200 respondents by collecting data using the online google form questionnaire, then analyzed using the SEM method. This research is also to analyze the priority factors for improvement that must be done to improve services using the Important- Performance Analysis (IPA) method. The results of this study indicate that the quality of the system has no significant effect on usage and user satisfaction. The quality of information has no significant effect on usage and user satisfaction. Service quality has a significant effect on usage and has no significant effect on user satisfaction. User characteristics have a significant effect on usage. Usage has a significant effect on user satisfaction and net benefits. And user satisfaction has a significant effect on net benefits. Meanwhile, the factors that affect the level of use are the quality of service and user characteristics. Usage is a factor that affects user satisfaction. And usage and user satisfaction are factors that affect net benefits. The managerial implication that can be done so that the net benefits provided by APAPO increase is the provision of chatbot services to reduce long response times, answer every general question and provide some information to avoid data errors and information about APAPO service quotas that are still available. From the results of the IPA analysis, system integration, format of output and assurance are indicators that services need to be improved