Analisis Determinan Kepuasan Pengguna Layanan Berbasis Digital pada Program Presisi di Kepolisian Resor Kota Besar Medan

Alfa Nadiah Siregar; Yusrizal Yusrizal; Muhammad Irwan Padli Nasution

doi:10.59059/jupiekes.v4i2.3239

Authors

Alfa Nadiah Siregar Universitas Islam Negeri Sumatera Utara
Yusrizal Yusrizal Universitas Islam Negeri Sumatera Utara
Muhammad Irwan Padli Nasution Universitas Islam Negeri Sumatera Utara

DOI:

https://doi.org/10.59059/jupiekes.v4i2.3239

Keywords:

Satisfaction, Digital Service, Technology Acceptance Model, PRESISI

Abstract

Digital-based public services are an urgent need in the era of modern government transformation, including in the police sector. The integration of the Technology Acceptance Model (TAM) and E-Service Quality dimensions provides a relevant framework for evaluating the quality of digital public services and their relationship with user satisfaction. This study aims to analyze the determinants of satisfaction among users of the Police Record Certificate (SKCK) digital service through Ease of Use (X1), Perceived Usefulness (X2), Service Reliability (X3), Application Speed (X4), Data and Tariff Assurance (X5), and Visual Quality (X6) in the PRESISI program at Polrestabes Medan. This study employed a quantitative descriptive method with a survey approach. Data were collected through structured questionnaires distributed to respondents who had used the digital SKCK service. The data were analyzed using multiple linear regression to examine the partial and simultaneous effects of the independent variables on user satisfaction. The results indicate that the six independent variables simultaneously contribute to user satisfaction with the digital SKCK service. These findings demonstrate that ease of use, perceived usefulness, service reliability, application speed, data and tariff assurance, and visual quality are important factors in determining user satisfaction with digital police services. Therefore, improving the quality, reliability, accessibility, and usability of digital services is essential to support the implementation of the PRESISI program at Polrestabes Medan.

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