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All Journal Buletin Poltanesa
Nur Ilman
Amik Ibnu Kaldun Palopo
Agriculture, Biological Sciences & Forestry Computer Science & IT Education

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Analysis of User Satisfaction of the Palopo Samsat Information System Andy Tri Cahyo Yarid Senobaan; Desi Revalina Putri; Nur Ilman
Poltanesa Vol 26 No 1 (2025): June 2025
Publisher : P3KM Politeknik Pertanian Negeri Samarinda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51967/tanesa.v26i1.3264

Abstract

This study aims to analyze the user experience of using the Palopo Samsat information system, an application of information technology in public services, particularly in taxation. With the increasing use of information technology, especially in the process of administration and payment of motor vehicle taxes, this study aims to identify factors that influence user satisfaction, such as ease of access, data accuracy, speed of service, and ease of use of the system. This study uses a quantitative approach with data collection through surveys and questionnaires sent to Samsat users in Palopo City. Several new services implemented in this system, such as online tax payments, tax status updates, and tax collection services, are the main focus of this analysis. The results of the analysis show that the majority of users are satisfied with the ease of access and data accuracy, but there are several problems related to the speed of service, especially in providing system information. In analyzing the level of user satisfaction, this study uses an ease of use model that includes variables of system quality, information quality, and service quality. This study recommends that server optimization, increased service responsiveness, and better system integration be carried out to improve efficiency and user trust in the Samsat system. In addition, the development of chatbot features and increased data security are also recommended to prevent information discrepancies and improve service quality. Thus, this study is expected to provide recommendations for system improvements that can improve the quality of public services and the effectiveness of the Samsat information system in Palopo as a whole.
A Digital-Based Information System to Enhance Public Service Delivery in Samsat Services across Two Indonesian Provinces Adelia Ramadani; Alyah Lestari Suherman; Nur Ilman
Poltanesa Vol 26 No 1 (2025): June 2025
Publisher : P3KM Politeknik Pertanian Negeri Samarinda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51967/tanesa.v26i1.3307

Abstract

Samsat's digital transformation has greatly improved public service delivery in Indonesia, especially in South Sumatra and East Java.  Using a mixed-method approach that combines quantitative surveys and qualitative interviews, this study evaluates the effects of digitalization on administrative efficiency and user happiness.  Public trust in government agencies has increased, accessibility has improved, and service time has significantly decreased, according to the findings.    Persistent difficulties were found, nevertheless, such as poor rural infrastructure, low digital literacy, and problems synchronizing data among agencies.    In order to address these issues, this study suggests methods such as improving computer literacy initiatives, encouraging increased interagency cooperation, and designing user interfaces that are more inclusive. The research provides practical insights for optimizing digital public services, particularly in developing countries, and enriches the broader discourse on e-government implementation. The novelty of this study lies in its comparative analysis between two regional platforms, offering a comprehensive view of how administrative, technological, and socio-demographic factors influence digital service outcomes. The results contribute to informing policy strategies aimed at building more resilient, inclusive, and efficient public service systems in diverse governance contexts.
Co-Authors Adelia Ramadani Alyah Lestari Suherman Andy Tri Cahyo Yarid Senobaan Desi Revalina Putri