Pengalaman Pengguna (User Experience) Pada Aplikasi Electronic Tax (E-Tax) di Kota Palembang

Januar Eko Aryansah (Program Studi Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik, Universitas Sriwijaya)
Athifah Rahmawati (Program Studi Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik, Universitas Sriwijaya)

Spirit Publik : Jurnal Administrasi Publik
Vol 18, No 1 (2023)

Palembang is one of the autonomous regions of Indonesia that already applying the concept of E-Government through the Electronic Tax program (E-Tax) can increase local government income through electronic tax collection. As the online tax system on the E-Tax application grows, on the other side of the user experience is one of the key factors in supporting the success of building an application. Therefore, a review should be given as to whether the application has been appropriate to the user's needs in the self-sufficient and honest tax payment of  Palembang. This type of research uses qualitative methods with a string of string phenomena. Researchers conducted deep interviews for eleven people to measure the user experience so that users' opinions on the E-Tax application could be known. The study found that the quality of the E-Tax application in Palembang remains inadequate to meet users' need for independent tax payments. However, E-Tax in use in the Palembang makes it easier for users in the form of a tax accounting to report to the municipal revenue agency. Of their function and usage, the 3 features most often accessed by users on the e-tax application have not completely met the criteria of usability theory in user experience except on memorability variable.