The role of digital transformation and service quality of integrated passport system based on biometrics on user satisfaction (case study at the immigration department)

Abstract

Research aims: This research aims to investigate the correlation between digital transformation (DT) and user satisfaction (US) and investigate the relationship between service quality (SQ) and user satisfaction (US) at the immigration department. Methodology: The research method used in this research is quantitative survey research which aims to determine the relationship between two or more variables. The population in this study were all immigration office employees. The analysis model was applied in this research, an analysis model is used Partial Least Square Structural Equation Modeling (PLS-SEM). In this study, the number of respondents was 676 senior immigration office employees. The sampling technique used in this research was simple random sampling. In this research, variables were measured, how data were collected, or the data collection method used was the online questionnaire method. The instrument used to measure this research variable is a 7-point Likert scale. Data processing in this research uses SmartPLS software. The stages of data analysis in this research are the outer model test which includes convergent validity, discriminant validity and composite reliability as well as inner model analysis, namely hypothesis testing. Findings: Based on the data analysis found that digital transformation has a positive and significant relationship with user satisfaction at the immigration department and service quality has a positive and significant relationship with user satisfaction (US) at the immigration department.