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However, despite of success outcomes for some citizens, there are also some citizens who think that LAPOR is still not a good solution for their need to be heard and
consulted in governmental matters as what is expected from LAPOR This is probably caused by the low responsiveness of its service. It has not fully provided service at times
it promises which causes user unsatisfaction. Even though there are around 39 of respondents who are satisfied with its responsiveness, the rest citizens who undoubted it
should not be ignored. Some comments also show that many citizens put a great expectation on LAPOR without knowing its real function, mechanism, and limitation
maybe caused by lack of socialisation. There is even citizen who got an undesirable outcome, such as being mistreated by the related institution due to being a
whistleblower. Despite of good score for its security, this issue still cannot be seen lightheartedly since it may cause their intention to more participate in governmental
activities. As OECD ITU 2011 argue, security and privacy has always been a challenge for m-government implementation.
Furthermore, user satisfaction and system quality have a substantial relationship with the increasing of useintention to continual usage which is argued that good system
quality and user satisfaction may increase citizens’ participation particularly by using m- government. On the other hand, the other dimensions have strong relationship with user
satisfaction instead. It implies that the further participation by the citizens depends on user satisfaction on the quality perceptions from the previous experiences, which
decides whether the system is qualified to facilitate their participation and influence the continuance decision Teo et al. 2008. In other words, good m-government qualities
have potential to increase citizens’ participation especially through a great deal of user
satisfaction towards the system.
5.3.1 System Quality
GoI is argued to have ability to develop a good quality of m-government system for any purpose, including for participation purpose. As explained above, this is particularly
because of ease of use of m-government system that is developed. This is in accordance with the m-government and e-government evaluation results from Abanumy Mayhew
2005 and Wahid 2008 where ease of use criteria gives the opportunity to attract
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citizens in using m-government. As DeLone McLean 2003, OECD ITU 2011, and Susanto Goowin 2010 argue, ease of use is indeed important for the acceptance
and continual usage of mobile technology and SMS-based government service. However, there are some issues to be noted in order to more increase the likelihood of
participation, such as feedback mechanism and security. Feedback mechanism is still considered rigid and slow. As for security issue, the protection mechanism must be
maintained across borders to all government institutions systems which connected to LAPOR system OECD ITU 2011. This has been established but still needs to be
monitored or even further protection mechanism development in order to prevent information leaking. Furthermore, the issues relating response time and system
reliability show the need for infrastructure improvement, particularly in rural areas. System performance should also be improved to provide a light and bug-free system.
5.3.2 Information Quality
The quality of information is not strongly correlated with the increasing participation by using m-government service. However, information quality cannot be disregarded since
it still may influence participation through the increasing user satisfaction. In view of this, some aspects that may contribute to the success are information up-to-date,
sufficiency, and accuracy. However, there are some points that need more attention: data accuracy i.e. actuality
and protection. Data actuality concerns message changes when administrator has to revise the content before being displayed on the newsfeed, since the message context
could differ quite substantially among parties OECD ITU 2011. Even though there is already a mechanism for that, it seems not many citizens know about that which
means government should not expect citizens surely know all mechanisms published in LAPOR website since most of them only access LAPOR via SMS. As for data
protection, it should not only be limited to data protection regulatory compliance but also continuous control across borders to safeguard information privacy and security
i.e. anonymity, undetectability, identifiability which correlated with technical challenges as explained in previous section OECD ITU 2011.
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5.3.3 Service Quality
