Analysis of the Quality of Entities Digital Platform at the ASEAN Secretariat Using WebQual 4.0

Abstract

Entities associated with ASEAN are accredited organizations that adhere to the goals, principles, policies, guidelines, and other decisions of ASEAN. Accredited entities are required to support the purposes and objectives of ASEAN. ASEAN's engagement with accredited entities is determined in Article 16 and listed under Annex II of the ASEAN Charter. These Entities are also guided by rules, procedures, and criteria for the involvement of entities associated with ASEAN and its annexes. Any official organization within the Southeast Asian region that wants to be accredited must follow the applicable procedures and register to become part of the ASEAN Entities. The registration procedure involves submitting printed documents to the ASEAN Secretariat office. Over time, such procedures have faced various challenges, including environmental issues, document storage, lengthy processing times, and restrictions on physical activities during the COVID-19 pandemic. Therefore, the idea of digitizing the registration activities of ASEAN Entities emerged through the Entities Digital Platform (EDP). After more than two years of operation, the EDP requires evaluation and feature development to accommodate the needs of its users. Thus, the objectives of this research are to analyze Entities Digital Platform quality. This research is qualitative, with primary data obtained through questionnaires. The methods used in this research are descriptive analysis through WebQual 4.0 to assess the platform quality. Keywords: ASEAN, Entities Digital Platform, WebQual, Importance Performance Analysis.