INFORMATION TECHNOLOGY UTILIZATION AND ITS IMPACT ON SERVICE EFFECTIVENESS IN WEST JAKARTA

Nur Raisha Pujiastuti; Jennie  Triwinata; Dedeh  Maryani

doi:10.32509/mirshus.v5i2.132

Nur Raisha Pujiastuti Universitas Prof. Dr. Moestopo (Beragama), Jakarta
Jennie Triwinata Universitas Prof. Dr. Moestopo (Beragama), Jakarta
Dedeh Maryani Universitas Prof. Dr. Moestopo (Beragama), Jakarta

DOI: https://doi.org/10.32509/mirshus.v5i2.132

Keywords: Information Technology Utilization, Service Effectiveness, Smart Immigration Service, Public Service, Immigration Office

Abstract

The rapid advancement of information technology has significantly influenced the public service sector, including immigration services. This study examines the effect of information technology utilization on service effectiveness at the West Jakarta Immigration Office, with a particular focus on the role of employees in optimizing the "Smart Immigration Service" system. Using a quantitative approach, data were collected from 120 immigration officers through structured questionnaires. The analysis was conducted using multiple linear regression to assess the relationship between technology adoption and key indicators of service effectiveness, including accuracy, speed, transparency, and user satisfaction. The findings indicate that effective utilization of information technology positively and significantly impacts service performance, enabling faster processing times, reduced errors, and improved accessibility for the public. Moreover, employees’ digital competence plays a critical mediating role, ensuring that technological tools are applied optimally to meet service standards. This study highlights the strategic importance of continuous digital skills development for employees to sustain and enhance the quality of public services in the era of digital governance.

References

Abdelhakim, M., Abdeldayem, M. M., & Aldulaimi, S. H. (2022). Information Technology Adoption Barriers in Public Sector. 2022 ASU International Conference in Emerging Technologies for Sustainability and Intelligent Systems (ICETSIS), 355–360. https://doi.org/10.1109/ICETSIS55481.2022.9888805

Creswell, J. W. (2014). Research Design: Qualitative, Quantitative and Mixed Methods Approaches (4th ed.). Sage.

Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319. https://doi.org/10.2307/249008

Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of Convenience Sampling and Purposive Sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1. https://doi.org/10.11648/j.ajtas.20160501.11

Fajar Surya, G. S., & Amalia, A. (2017). The critical success factors model for e-Government implementation in Indonesia. 2017 5th International Conference on Information and Communication Technology (ICoIC7), 1–5. https://doi.org/10.1109/ICoICT.2017.8074711

Gatautis, R., Vitkauskaite, E., & Vaičiukynaite, E. (2013). The impact of ICT on the public sector: A Review. Creating Global Competitive Economies: 2020 Vision Planning and Implementation - Proceedings of the 22nd International Business Information Management Association Conference, IBIMA 2013, 3, 1789 – 1796. https://www.scopus.com/inward/record.uri?eid=2-s2.0-84905112042&partnerID=40&md5=f8294ee3a3263055df90a3d36e1a7162

Grossman, G., Platas, M. R., & Rodden, J. (2018). Crowdsourcing accountability: ICT for service delivery. World Development, 112, 74–87. https://doi.org/10.1016/j.worlddev.2018.07.001

Guccio, C., Martorana, M., Mazza, I., & Rizzo, I. (2021). Back to the Future: Does the use of information and communication technology enhance the performance of public historical archives? Journal of Cultural Economics, 45(1), 13–43. https://doi.org/10.1007/s10824-020-09385-1

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203

Heeks, R. (2006a). Implementing and Managing eGovernment: An International Text. SAGE Publications Ltd. https://doi.org/10.4135/9781446220191

Heeks, R. (2006b). Implementing and Managing eGovernment: An International Text. SAGE Publications Ltd. https://doi.org/10.4135/9781446220191

Neuman, W. (2014). Social Research Methods: Qualitative and Quantitative Approaches. Pearson.

Pakpahan, R. T. (2024). EVALUATING IMPLEMENTATION OF E-GOVERNMENT PUBLIC SERVICES IN DKI JAKARTA TOWARDS A SMART CITY USING THE CIPP AND KIRKPATRICK EVALUATION MODEL. Moestopo International Review on Social, Humanities, and Sciences, 4(1), 88–99. https://doi.org/10.32509/mirshus.v4i1.86

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12–40.

Singarimbun, M., & Effendi, S. (1995). Metode Penelitian Survai. LP3ES.

Steers, R. M. (1975). Problems in the Measurement of Organizational Effectiveness. Administrative Science Quarterly, 20(4), 546. https://doi.org/10.2307/2392022

Thadaboina, V. (2009). ICT and Rural Development: a Study of Warana Wired Village Project in India. Transition Studies Review, 16(2), 560–570. https://doi.org/10.1007/s11300-009-0092-z

Tonggiroh, M. (2017). Digital Government services in Papua. 2017 Second International Conference on Informatics and Computing (ICIC), 1–6. https://doi.org/10.1109/IAC.2017.8280656

Wadesango, N., Jori, A. K., & Lovemore, S. (2023). The impacts of E-Procurement on cost reduction: A case of Gweru city council. Multidisciplinary Science Journal, 5, 2023ss0317. https://doi.org/10.31893/multiscience.2023ss0317

Wibowo, C. B. S. (2022). Inovasi Pelayanan Publik untuk Meningkatkan Pelayanan Kependudukan di Kota Surabaya. Journal of Governance and Administrative Reform, 1(1). https://doi.org/10.20473/jgar.v1i1.37952