Evaluation of Surabaya population administration & civil registration systems using DeLone & McLean information system success model

Abstract

This paper aims to prove that different types of users influence the degree of user satisfaction with the Surabaya Population Administration & Civil Registration Systems (KNG) and confirm that there are differences in satisfaction between internal and external users. D&M IS Success Model is used to evaluate user satisfaction. The data were collected via a survey and analyzed by the PLS-SEM method. The results revealed that service quality has the most significant influence on user satisfaction. The results also revealed that there are differences in variables that influence user satisfaction with the KNG system between different types of users.