Analysis of Citizens Acceptance for e-Government Services in Bandung, Indonesia: The Use of the Unified Theory of Acceptance and Use of Technology (UTAUT) Model


At present, the use of ICT is growing very rapidly. This has led to changes in processes, functions, and policies in various sectors, including the public service sector managed by the government. e-Government is a new mechanism between the government and the community and stakeholders, which involves the implementation of information technology, and aims to improve the quality (quality) of public services. Bandung City is one of the cities that is very intensive in developing the use of ICT in implementing e-Government. The focus of the city government of Bandung is the Government to Citizen (G2C) application model. The application that is still lacking in use is the e-punten application. One important factor for the success of e-Government services is the acceptance and willingness of people to use e-Government services. E-punten application services provided by the Bandung city government will not run perfectly if no people are using it. To assess what factors influence the use of e-punten applications in the city of Bandung, the UTAUT model is used. To analyze the factors that influence the acceptance of e-punten applications SEM analysis is used. In this study, the PLS-SEM approach is used to solve multiple regression when specific problems occur in the data, such as the small sample size of the study. The PLS evaluation is carried out by evaluating the measurement model and the structural model that best suits the UTAUT model. Factors that influence the use of e-punten applications are effort expectancy for behavioral intention, facilitating conditions for use behavior, and behavioral intention for use behavior. The factors that have the most influence are performance expectancy and effort expectancy.