ANALYSIS OF FACTORS INFLUENCING SATISFACTION WITH USING THE MOBILE LAPOR APPLICATION IN INDONESIA

Abstract

The rapid digital growth in Indonesia has prompted the government to leverage digital-based services to address the needs and concerns of its citizens. In this context, the LAPOR (People's Online Aspiration and Complaints Service) mobile application and website have been established as a means for Indonesians to voice complaints, aspirations, and requests for information to government agencies. However, user satisfaction with the LAPOR application has been suboptimal, as evidenced by user ratings and comments on platforms such as Playstore and AppStore. This research aims to identify the factors influencing user satisfaction with the LAPOR mobile application in Indonesia. The study focuses on variables including ease of use, security privacy, system quality, speed of platform response, and attitude toward use. The research methodology involves primary data collection through the distribution of questionnaires via Google Form to Indonesian users residing in specific regions. The validity and reliability of the research are ensured through rigorous testing of dependent, independent, and intervening variables. The findings of the research highlight the significant influence of security privacy on system quality, ease of use on user satisfaction, and system quality on ease of use. These results provide valuable insights for the government of Indonesia to enhance the effectiveness of the LAPOR system in addressing public complaints and aspirations. By addressing these factors, the government can improve user satisfaction and engagement with the LAPOR mobile application, ultimately leading to more effective public service delivery and citizen engagement.
 Keywords:
 Mobile Application, User Satisfaction, Technology Acceptance Model (TAM), Public Complaints, Indonesia Public Service Delivery