ANALISIS KEBERHASILAN SISTEM INFORMASI DALAM MENDUKUNG IMPLEMENTASI E-GOVERNMENT: STUDI PADA DENPASAR INTEGRATED VIRTUAL OFFICE SYSTEM
DOI:
10.54443/sibatik.v4i9.3445Published:
2025-08-26Downloads
Abstract
Changes in people’s work patterns after the COVID-19 Pandemic have created demands for the community to be able to adapt to changes in work patterns, especially in the use of appropriate information technology. The purpose of this study was to analyze the success of the Denpasar Integrated Virtual Office System (DIVOS) in implementing e-government in Denpasar City. This study was designed using a qualitative approach and descriptive analysis methods, presenting information system success theories and interpreting them through supporting data from the DIVOS implementation process during work-from-home periods. The results of this study indicate that DIVOS has achieved its goal of assisting civil servants (ASN) while working from home. In addition to the quality of the information system, DIVOS's success is also supported by a work culture and digital performance management built through the Performance Chain feature, which includes reporting and performance evaluation. However, continuous improvements are still needed. Several indicators of information system quality need to be improved, including the quality of the system's integration with Denpasar's official website, the provision of DIVOS user complaint services, and the usability of the system according to user needs.
Keywords:
E-government Information System Success Work from homeReferences
Afrianty, T. W., Artatanaya, I. G. L. S., & Burgess, J. 2022. “Working from home effectiveness during Covid-19: Evidence from university staff in Indonesia”. Asia Pacific Management Review, 27(1), 50–57. https://doi.org/10.1016/j.apmrv.2021.05.002
Alam Siddiquee, N. 2008. “E-government and innovations in service delivery: the Malaysian experience”. International Journal of Public Administration, 31(7).
Alawneh, A., Al-Refai, H., & Batiha, K. 2013. “Measuring user satisfaction from e-government services: Lessons from Jordan”. Government Information Quarterly, 30(3), 277–288. https://doi.org/10.1016/j.giq.2013.03.001
Alkhatib, H. 2013. “E-government Systems Success and User Acceptance in Developing Countries: The Role of Perceived Support Quality”. Brunel University.
Alzahrani, A. I., Mahmud, I., Ramayah, T., Alfarraj, O., & Alalwan, N. 2019. “Modelling digital library success using the DeLone and McLean information system success model”. Journal of Librarianship and Information Science, 51(2), 291–306. https://doi.org/10.1177/0961000617726123
Ashal, R. A. 2020. “Pengaruh Work from home terhadap Kinerja Aparatur Sipil Negara di Kantor Imigrasi Kelas I Khusus TPI Medan”. Jurnal Ilmiah Kebijakan Hukum, 14(2), 223. https://doi.org/10.30641/kebijakan.2020.v14.223-242
Avotra, A. A. R. N., Chengang, Y., Sandra Marcelline, T. R., Asad, A., & Yingfei, Y. 2021. “Examining the Impact of E-government on Corporate Social Responsibility Performance: The Mediating Effect of Mandatory Corporate Social Responsibility Policy, Corruption, and Information and Communication Technologies Development During the COVID era”. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.737100
Bannister, F., & Connolly, R. 2011. “Trust and transformational government: A proposed framework for research”. Government Information Quarterly, 28(2), 137–147. https://doi.org/10.1016/j.giq.2010.06.010
Barnes, S. J., & Vidgen, R. 2004. “Interactive E-government: Evaluating the Web Site of the UK Inland Revenue”. Journal of Electronic Commerce in Organizations, 2(1), 42–63. http://www.idea-group.com
Bertot, J. C., Jaeger, P. T., & Grimes, J. M. 2010. “Using ICTs to create a culture of transparency: E-government and social media as openness and anti-corruption tools for societies”. Government Information Quarterly, 27(3), 264–271. https://doi.org/10.1016/j.giq.2010.03.001
Burlacu, S., Patarlageanu, S. R., Diaconu, A., & Ciobanu, G. 2021. “E-government in the Era of Globalization and the Health Crisis caused by the Covid-19 Pandemic, between Standards and Innovation”. SHS Web of Conferences, 92, 08004. https://doi.org/10.1051/shsconf/20219208004
Cao, M., Zhang, Q., & Seydel, J. 2005. “B2C e-commerce web site quality: An empirical examination”. Industrial Management and Data Systems, 105(5), 645–661. https://doi.org/10.1108/02635570510600000
Chatzoglou, P., Chatzoudes, D., & Symeonidis, S. 2015. “Factors affecting the intention to use e-government services”. Proceedings of the 2015 Federated Conference on Computer Science and Information Systems, FedCSIS 2015, 1489–1498. https://doi.org/10.15439/2015F171
Chutimaskul, W., & Papasratorn, B. 2009. “Quality Enhancing the Continued Use of E-government Web Sites: Evidence from E-Citizens of Thailand”. International Journal of Electronic Government Research, 5(1), 19–35. https://www.researchgate.net/publication/220526907
Darmawan, E., Atmojo, M. E., Raja, M., & Haji, A. 2020. “TheJournalish: Social and Government Kebijakan Work from home bagi Aparatur Sipil Negara di Masa Pandemi Covid-19”. TheJournalish: Social and Government, 1(3). http://thejournalish.com/ojs/index.php/thejournalish/index
Davis, F. D. 1989. Perceived Usefulness, Perceived Ease Of Use, And User Accep Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly.
DeLone, W. H., & McLean, E. R. 2003. “The DeLone and McLean model of information systems success: A ten-year update”. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Doramia Lumbanraja, A. 2020. “Urgensi Transformasi Pelayanan Publik melalui E-government Pada New Normal dan Reformasi Regulasi Birokrasi”. In Online Administrative Law & Governance Journal (Vol. 3).
Edelmann, N., Haug, N., & Mergel, I. 2023. “Digital Transformation in the Public Sector. In Elgar Encyclopedia of Services”. Edward Elgar Publishing Limited. https://doi.org/10.4337/9781802202595.Digital.Transformation.in
Evans, D., & Yen, D. C. 2006. “E-government: Evolving relationship of citizens and government, domestic, and international development”. Government Information Quarterly, 23(2), 207–235. https://doi.org/10.1016/j.giq.2005.11.004
Fatchan, A., Wardhana, G., & Hakiki, Y. R. 2021. “Reformulasi Pengaturan Sistem Kerja Pegawai Pemerintah Kota Yogyakarta Pada Masa Adaptasi Kebiasaan Baru”. Jurnal Penegakan Hukum Dan Keadilan, 2(1), 72–95. https://doi.org/10.18196/jphk
Gonzalez, P., Adenso-Diaz, B., & Gemoets, L. A. 2010. “Association for Information Systems A Cross-National Comparison E-government Success Measures: A Theory-Based Empirical Research Recommended Citation”. Americas Conference on Information Systems (AMCIS), 354. http://aisel.aisnet.org/amcis2010/354
Gorla, N., Somers, T. M., & Wong, B. 2010. “Organizational impact of system quality, information quality, and service quality”. Journal of Strategic Information Systems, 19(3), 207–228. https://doi.org/10.1016/j.jsis.2010.05.001
Grinin, L., Grinin, A., & Korotayev, A. 2022. “COVID-19 pandemic as a trigger for the acceleration of the cybernetic revolution, transition from e-government to e-state, and change in social relations”. In Technological Forecasting and Social Change (Vol. 175). Elsevier Inc. https://doi.org/10.1016/j.techfore.2021.121348
Hanggoro Suseno, W., Ali Syaefudin, R., & Teravosa, G. 2022. “Kebijakan Bekerja dari Rumah (Work from home) bagi Aparatur Sipil Negara pada Kebijakan Bekerja Dari Rumah (Work from home) Bagi Aparatur Sipil Negara Pada Kementerian Kesehatan Work from home Policy For State Civil Servants In The Ministry Of Health”. Civil Service, 14(1).
Hariguna, T., Ruangkanjanases, A., & Sarmini. 2021. “Public behavior as an output of e-government service: the role of new technology integrated in e-government and antecedent of relationship quality”. Sustainability (Switzerland), 13(13). https://doi.org/10.3390/su13137464
Hariguna, T., & Tsamara, M. 2019. “E-government Asset Management Using the Extreme Programming Method”. International Journal of Informatics and Information System, 2(1), 24–32.
Hossan, C., & Bartram, T. 2010. “The battle against corruption and inefficiency with the help of eGovernment in Bangladesh”. Electronic Government, 7(1), 89–100. https://doi.org/10.1504/EG.2010.029893
Irawan, B. 2013. “Irawan, Studi Analisis Konsep E-government: Sebuah Paradigma Baru dalam Pelayanan Publik Studi Analisis Konsep E-government: Sebuah Paradigma Baru dalam Pelayanan Publik”. Jurnal Paradigma, 2(1), 174–201.
Izzati, Berlian Maulidya, 2017. “Analisis Pengaruh Kualitas Layanan Publik E- Government (Government to Citizen) Terhadap Penciptaan Public Value (Studi Kasus: Kota Surabaya)”. Postgraduate Program Department Of Information System. Surabaya: Faculty Of Information Technology Institut Teknologi Sepuluh Nopember
Jacob, D. W., Md Fudzee, M. F., Salamat, M. A., Kasim, S., Mahdin, H., & Ramli, A. A. (2017). “Modelling End-User of Electronic-Government Service: The Role of Information quality, System Quality and Trust”. IOP Conference Series: Materials Science and Engineering, 226(1). https://doi.org/10.1088/1757-899X/226/1/012096
Jun Lee, K., & Hong, J. H. 2002. “Development of an e-government service model: A business model approach”. International Review of Public Administration, 7(2), 109–118. https://doi.org/10.1080/12294659.2002.10805010
Ketikidis, P. H., Koh, S. C. L., Dimitriadis, N., Gunasekaran, A., & Kehajova, M. 2008. “The use of information systems for logistics and supply chain management in South East Europe: Current status and future direction”. Omega, 36(4), 592–599. https://doi.org/10.1016/j.omega.2006.11.010
Khoirunnisa, A. I., & Siregar, O. M. 2023. “The Effect Of Work from home (WFH) And Compensation On Employee Productivity During The Covid-19 Pandemic”. Journal of Economics and Business, 3(2). http://jecombi.seaninstitute.or.id/index.php/JECOMBI/index
Li, Y., & Shang, H. 2020. “Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China”. Information and Management, 57(3). https://doi.org/10.1016/j.im.2019.103197
Lowry, P. B., Karuga, G. G., & Richardson, V. J. 2007. “Assessing Leading Institutions, Faculty, and Articles in Premier Information Systems Research Journals”. Communications of the Association for Information Systems, 20. https://doi.org/10.17705/1cais.02016
Lynn, T. G., Rosati, P., Conway, E., & Werff, L. van der. 2023. “The Future of Work: Challenges and Prospects for Organisations, Jobs and Workers (T. Lynn, P. Rosati, E. Conway, & L. van der Werff, Eds.)”. Springer International Publishing. https://doi.org/10.1007/978-3-031-31494-0
Madu, C. N., & Madu, A. A. 2002. “Dimensions of e-quality”. International Journal of Quality and Reliability Management, 19(3), 246–258. https://doi.org/10.1108/02656710210415668
McKinney, V., Yoon, K., & Zahedi, F. 2002. “The measurement of Web-customer satisfaction: An expectation and disconfirmation approach”. Information Systems Research, 13(3), 296–315. https://doi.org/10.1287/isre.13.3.296.76
Napitupulu, D. 2017. “A conceptual model of e-government adoption in Indonesia”. International Journal on Advanced Science, Engineering and Information Technology, 7(4), 1471–1478. https://doi.org/10.18517/ijaseit.7.4.2518
Ndou, V., Dardha, V., & Ndou. 2004). E-government For Developing Countries:Opportunities And Challenges E-government For Developing Countries: Opportunities And Challenges”. In The Electronic Journal on Information Systems in Developing Countries (Vol. 18). http://www.ejisdc.org
Papadomichelaki, X., & Mentzas, G. 2009. “A multiple-item scale for assessing e-government service quality”. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 5693 LNCS, 163–175. https://doi.org/10.1007/978-3-642-03516-6_14
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. 2005. “E-S-QUAL a multiple-item scale for assessing electronic service quality”. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Petter, S., & McLean, E. R. 2009. “A meta-analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level”. Information and Management, 46(3), 159–166. https://doi.org/10.1016/j.im.2008.12.006
Pramusinto, A. 2011. “Family Friendly Policy Dan Produktivitas Pegawai Negeri Sipil”. In Jurnal Kebijakan dan Manajemen PNS (Vol. 5, Issue 2).
Prayitno, A. 2023. “Technological Innovation in Public Administration Transformation: Case Study of e-government Implementation in Indonesia”. Journal of Governance, 8(4). https://doi.org/10.31506/jog.v8i4.23017
Rai, A., Lang, S. S., & Welker, R. B. 2002. “Assessing the validity of IS success models: An empirical test and theoretical analysis”. Information Systems Research, 13(1), 50–69. https://doi.org/10.1287/isre.13.1.50.96
Rohman, A., & Citra Larasati, D. 2020. “Standart Pelayanan Publik Di Era Transisi New Normal”. REFORMASI (Jurnal Ilmu Sosial Dan Ilmu Politik, 10(2). https://doi.org/10.33366/rfr.v%vi%i.1952
Rowley, C., & Oh, I. 2023. “Developments in key aspects of business and management in the Asia Pacific: human resources, leadership, ethics and entrepreneurship”. Asia Pacific Business Review, 29(3), 463–478. https://doi.org/10.1080/13602381.2023.2226541
Saha, P., Nath, A. K., & Salehi-Sangari, E. 2012. “Evaluation of government e-tax websites: An information quality and system quality approach”. Transforming Government: People, Process and Policy, 6(3), 300–321. https://doi.org/10.1108/17506161211251281
Sambasivan, M., Wemyss, G. P., & Rose, R. C. 2010. “User acceptance of a G2B system: A case of electronic procurement system in Malaysia”. Internet Research, 20(2), 169–187. https://doi.org/10.1108/10662241011032236
Scott, M., Delone, W., & Golden, W. 2016. “Measuring eGovernment success: A public value approach”. European Journal of Information Systems, 25(3), 187–208. https://doi.org/10.1057/ejis.2015.11
Seddon, P. B. 1997. “A Respecification and Extension of the DeLone and McLean model of IS Success”. Information System Research, 8(3).
Setyarini, E., & Indriati, F. 2022. “Mewujudkan Proactive Work Behaviour dalam Implementasi Flexible Working Arrangement Pasca Pandemi Covid-19”. PERSPEKTIF, 11(2), 632–642. https://doi.org/10.31289/perspektif.v11i2.6064
Sharma, R., Mishra, R., & Mishra, A. 2021. “Determinants of satisfaction among social entrepreneurs in e-government services”. International Journal of Information Management, 60. https://doi.org/10.1016/j.ijinfomgt.2021.102386
Shim, D. C., & Eom, T. H. 2008. “E-government and anti-corruption: Empirical analysis of international data”. International Journal of Public Administration, 31(3), 298–316. https://doi.org/10.1080/01900690701590553
Stefanovic, D., Marjanovic, U., Delić, M., Culibrk, D., & Lalic, B. 2016. “Assessing the success of e-government systems: An employee perspective”. Information and Management, 53(6), 717–726. https://doi.org/10.1016/j.im.2016.02.007
Taherdoost, H. 2018. “Development of an adoption model to assess user acceptance of e-service technology: E-Service Technology Acceptance Model”. Behaviour and Information Technology, 37(2), 173–197. https://doi.org/10.1080/0144929X.2018.1427793
Tasyah, A., Septiya, S., Jasriyani Putri, S., Agung Fernanda, R., & Chesilia Azani, P. 2021. “Best practice kebijakan e-government dalam mengimplementasikan pelayanan publik di era new normal”. Jurnal Studi Ilmu Sosial Dan Politik, 1(1), 21–33. https://doi.org/10.35912/jasispol.v1i1.163
United Nation. 2020. “E-government Survey 2020 Digital Government in the Decade of Action for Sustainable Development With addendum on COVID-19 Response”.
Urbach, N., & Müller, B. 2012. “The Updated DeLone and McLean Model of Information Systems Success”. (pp. 1–18). https://doi.org/10.1007/978-1-4419-6108-2_1
Wang, Y. S., & Liao, Y. W. 2008. “Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success”. Government Information Quarterly, 25(4), 717–733. https://doi.org/10.1016/j.giq.2007.06.002
Warasi, J., & Husein Maruapey, M. 2025. “Kualitas Pelayanan Publik Dalam Pembelajaran Berbasis Daring di Tengah Pandemi Coronavirus Disease 2019”. Journal Rural Development and Government Studies, 3(3), 120–129. http://rri.co.id,
Welch, E. W., Hinnant, C. C., & Moon, M. J. 2005. “Linking citizen satisfaction with e-government and trust in government”. In Journal of Public Administration Research and Theory (Vol. 15, Issue 3, pp. 371–391). https://doi.org/10.1093/jopart/mui021
Wescott, G. C. 2005. E-government And The Applications Of Technology To Government Services.
West, D. M. 2004. “E-government and the Transformation of Service Delivery and Citizen Attitudes 15 E-government and the Transformation of Service Delivery and Citizen Attitudes”. Public Administration Review, 64(1).
Williamson, Sue., and Pearce. 2022. “Covid Normal Workplace Should Working from Home be a ‘Collective Flexibility”. Journal of Industrila Relations. Vol. 64 (3); 461-473. Doi: 10.1177/00221856221094894
Wirtz, B. W., & Daiser, P. 2018. “A meta-analysis of empirical e-government research and its future research implications”. International Review of Administrative Sciences, 84(1), 144–163. https://doi.org/10.1177/0020852315599047
Wirtz, B. W., & Kurtz, O. T. 2016. “Local e-government and user satisfaction with city portals – the citizens’ service preference perspective”. International Review on Public and Nonprofit Marketing, 13(3), 265–287. https://doi.org/10.1007/s12208-015-0149-0
Wu, J. H., & Wang, Y. M. 2006. “Measuring KMS success: A respecification of the DeLone and McLean’s model”. Information and Management, 43(6), 728–739. https://doi.org/10.1016/j.im.2006.05.002
License
Copyright (c) 2025 Gek Aris Veratiani
This work is licensed under a Creative Commons Attribution 4.0 International License.
Downloads
How to Cite
