<![CDATA[This study aims to measure user satisfaction with digital public services delivered through the M-Paspor application at the Class I Immigration Office TPI East Jakarta using the E-Government Service Quality (E-GovQual) model, supported by the Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI) approaches. The research was motivated by negative public sentiment toward the M-Paspor application, as reflected in user reviews on Google Play Store and Apple App Store. A quantitative descriptive method was employed by distributing an online questionnaire to 100 M-Paspor users selected through accidental sampling based on Cochran’s formula. The findings indicate that overall user satisfaction falls within the satisfactory category, with a CSI score of 80.85%. The IPA results reveal that one service attribute is classified as a high-priority area for improvement (Quadrant I), ten attributes are performing well and should be maintained (Quadrant II), seven attributes are considered low priority (Quadrant III), and two attributes indicate excessive performance (Quadrant IV). Overall, the M-Paspor application has met users’ expectations. However, improvements are still needed in application navigation, information presentation, integrated support services, and personal data security to further enhance the quality of digital public services.]]>
Copyrights © 2026
