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Information System Success Model for the Evaluation of E-Government Applications in the Public Sector (Case Study: Whole App – Bandung Super App) Paramita Paramita; Luthfi Ramadani; Basuki Rahmad
Eduvest - Journal of Universal Studies Vol. 6 No. 4 (2026): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v6i4.52693

Abstract

This study examines the effectiveness of an e-government application implemented by the Bandung City Government, namely the Kabeh (Bandung Super App), in supporting public service delivery. The background of this research is driven by the gap between the government’s objectives in providing digital public services and the actual user experience, which reflects low adoption, limited functionality, and user dissatisfaction. Therefore, this study aims to evaluate the success of the application using a modified DeLone and McLean Information Systems Success Model by incorporating Digital Literacy as an additional variable. This research employed a mixed methods approach, combining quantitative data through questionnaires and qualitative data through semi-structured interviews. The quantitative analysis measures relationships among variables such as System Quality, Information Quality, Service Quality, Digital Literacy, Intention to Use, User Satisfaction, and Net Benefit, while qualitative findings enrich the interpretation of user perceptions. The results indicate that Service Quality significantly influences Intention to Use, while Information Quality, Service Quality, Intention to Use, and Net Benefit significantly affect User Satisfaction. However, System Quality and Digital Literacy show no significant influence on both Intention to Use and User Satisfaction. Overall, the study concludes that the success of the application is primarily determined by service quality, information relevance, and perceived benefits, rather than technical aspects alone.
Co-Authors Afrananta, Geldisen Agnes Yemima Amalia Yovadiani Andini, I Dewa Ayu Nyoman Usi Anggraini, Bella Tantriana Dwi Aprianti Putri Sujana Artamevia, Mima Augustina Asih Rumanti Aulina Meidinah Karim Auliya, Feby Nandha BASUKI RAHMAD Berlian Maulidya Izzati Cantika Dewi Fortuna Dewi, Setiani Rahma Dhata Praditya Dwianti, Indah Dwinanda, Muhammad Farrel Fadhil Alreyhan Pahrevi Falahah . Farah Luthfia Farras, Muhammad Faishal Fauzi, Rokhman Fauziah, Rainy Happy Shahisa Fikri, Ikhsan Tasef Nur Fikrotun Nadiyya Fitriyana Dewi Ginanjar, Muhamad Gilang Hadi Hariyanto Iqbal Santosa Juniarti, Feni Kamilah, Shahnaz Kirana, Shilvy Chandra Lita Vieryna Luki Aisha Kusuma Wardani Lukman Abdurrahman M. Agung Rizaldi M. Agung Rizaldi Mega Fitri Yani Monica Suryatama Deby Muhamad Gilang Ginanjar Muhdiantini, Cindy Mukti, Iqbal Yulizar Murahartawaty Murahartawaty Muzakki, Abdul Ghani Nazhara Aurellia Hakim Nurseha, Ema Paramita Paramita Pua Note, Faizal Ghiffary Purno Tri Aji Puspito, Dewa Cetra Prabasworo Putra, Bagas Wahyu Qonita, Muthiah R. Wahjoe Witjaksono Rahmat Mulyana Rahmat Mulyana Ramadhane, Titisari Ramadhani, Azzahra Siti Rasyid Ramadhani Dharmawan Riska Dwi Yuliati Risma Sri Nur Hasanah Riverinda Rijadi, Safara Cathasa Rosanicha, Rosanicha Ryan Adhitya Nugraha Ryan Adhtya Nugraha Ryan Adhtya Nugraha Sari Dewi Budiwati Setiawan, Herro Arya Shafira Fatimah Azzahra Shanty, Ni Putu Prema Sintha, Ersa Yunianti Siti Fildzah Nadhilah Suhermawan Sologia, Filia Eunike Suryatiningsih Tarigan, Yosephine Mayagita Tiara Aurellia Putri Insyra Titisari Ramadhane Uli Artha Widyatasya Agustika Nurtrisha Wijaya, Natalia Violi Kristena Yahdi Siradj Yulizar Mukti, Iqbal Zafira Chairunnisa Heriansjah Putri