Service Quality User Satisfaction

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5.3.3 Service Quality

LAPOR is considered dependable by providing consistent services and always ready to facilitate citizens ’ needs to connect with government. However, the service quality is not strongly correlated with the increasing participation of citizens by using the m- government service. Instead, it has a significant relationship with user satisfaction which implies that the increasing quality of service corresponds to the increasing user satisfaction Xiaoni Prybutok 2005; Teo et al. 2008 which may then related to the increasing participation through more service usagecontinual use. As suggested by DeLone McLean 2003, IS has a role not only as information provider but also service provider which can influence user satisfaction towards the m-government service, further system usage, and overall success. It includes the attitude and degree of professionalism, competency in handling problems, and responsiveness to them Prybutok et al. 2008. However, responsiveness seems to be the main issue that may affect service quality, user satisfaction, and even overall participation. As Scott et al. 2011 suggests, responsiveness is a critical determinant for continual usage. This responsiveness problem seems rely on each government institut ions’ commitment towards other government institution’s initiative. There seems no strong shared vision and maybe even e-leadership in some government institutions, whereas the change management to any e- government initiatives must be simultaneous with commitment foundation to e- leadership and the appropriate composition of organizational mindset, culture, and structure Symonds 2000 in Clark 2003.

5.3.4 User Satisfaction

The major goals of LAPOR have been moderately achieved, shown by moderate success of LAPOR in facilitating citizens participation and interaction with government. It also can be assumed that the massive increases on users, inputs, likes and comments numbers indicate an increase on citizens’ participation in governmental activities and on government-citizens interaction. As argued by the study about e- governance and e-government from Kolsaker Lee-Kelley 2008, the ability of m- government to satisfy personal needs indeed influence the service usage and even 71 further continual use. Lee Kim 2012 also argue that citizens-government or even citizens- citizens interaction by posting or replying to citizens’ ideas or comments may give social reward i.e. recognition for citizens to actively use m-government for participation. However, the overall satisfaction almost has an unsatisfactory result, when in fact user satisfaction has the strongest correlation with more participation by using m-government service. This may relate to the indirect measures of user satisfaction in other dimensions as argued by Rai et al. 2002; Sedera Tan 2005; Wang Liao 2008. Thus, even though most of citizens quite satisfy with the participation and interaction needs fulfillment, the overall satisfaction is also influenced by the other quality measures.

5.3.5 UseIntention to Continual Use