Analysis of User Satisfaction Factors of E-Kinerja Application as Utilization of the Paperless Office System: A Case Study in Regional Civil Service Agency, North Sulawesi Province

Abstract

User Satisfaction is a crucial factor to the success of the Information System which will have extensive impact on the benefits for individuals and organizations as well as users’ continuance intention. Paperless office system is the use of e-government which aims not only to reduce paper usage but to increase effectiveness and efficiency in public services. E-Kinerja is a method provided and supported by the government with a purpose of improving employee productivity and performance. Through the integration of Extended Expectation Confirmation Model-IT (EECM-IT) and updated Delone and McLean IS success model, this research examines the relationship between each variables adopted and then identify factors intended to influence user satisfaction as well as building significant impact towards implementation of E-Kinerja application. Using data collected from a research of 553 respondents users’ E-Kinerja applications through the Partial Lest Square Structural Equation Model (PLS-SEM) method, interestingly results have shown that User Confirmation, Perceived Ease of Use, and Perceived Usefulness are strongly positive and create significant effect towards User Satisfaction. Whereas User Satisfaction had impacted positively to the Use and Net Benefit. However data also indicate that User Satisfaction is critical and bring no effect towards Continuance Intention to Use. In addition, Use and Net Benefit convey important impact positively to the users’ continuance intention.