Analysis of User Satisfaction on the M-Paspor Application (Case Study : Registration at the Immigration Office Class 1 TPI Semarang)

Munawarah, Ratu Tria (2025) Analysis of User Satisfaction on the M-Paspor Application (Case Study : Registration at the Immigration Office Class 1 TPI Semarang). Undergraduate thesis, FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS DIPONEGORO.

Abstract

Technology-based public services are very important for the community because it
makes it easier for people to access public services. One of the government agencies
that provides technology-based public services is the Directorate General of
Immigration. The Directorate General of Immigration launched a passport
registration application called M-Paspor. M-Paspor is used by all immigration
offices in Indonesia, including the Class I Immigration Office of TPI Semarang.
Although this application was made to make it easier for people to register their
passports, the reality is that many people still face obstacles when using the MPaspor application. The obstacles faced are also various such as slow response time,
difficulty in changing data, etc. that can affect user satisfaction. This study aims to
analyze what factors affect user satisfaction of the M-Paspor application case study:
Immigration Office Class I TPI Semarang using the EUCS (End User Computing
Satisfaction) and Delone and Mclean (System Quality) methods. This study uses
Purposive Sampling where questionnaires are distributed online and people who
meet the criteria can fill out the questionnaire. The sample used in this study was
98 users. This study uses SEM-PLS (Structural Equation Modeling-Partial Least
Square) to analyze the research data and uses SMART-PLS 4.0 in its data
processing. The results of this study show that Accuracy and Ease of Use have a
positive and significant effect on user satisfaction of the M-Paspor application case
study: Immigration Office Class I TPI Semarang. Meanwhile, Content, Format,
Timeliness, System Quality also have a positive but not significant influence on
user satisfaction of the M-Paspor application case study: Immigration Office Class
I TPI Semarang.
Key Words : M-Paspor, EUCS, System Quality, User Satisfaction
74 Administrasi Publik 2025

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