Pivotal Factors Affecting Citizens in Using Smart Government Services in Indonesia

Abstract

The aim of this study is to examine the analysis factors affecting citizens in using smart government services in Indonesia. A questionnaire survey was sent to 300 people who used smart government services. The collected data was analyzed using SEM-PLS. This study found that accountability, user satisfaction, trust in government, trust in technology, and perceived cost positively and significantly affected citizens to use the smart government services, with their respective p-values 0.032, 0.004, 0.026, and 0.044. Meanwhile, perceived risk and community culture did not significantly affect the citizens, with p-values of 0.080 and 0.170, respectively. This study only examined these affecting pivotal factors on citizens in three local districts. The next research should observe wide areas. The findings of this study can help local government stakeholders which implement smart government services, particularly in improving the perceived cost of public services. This research can strengthen user satisfaction, service innovation, and low costs so that people’s trust increases in using smart government services. This study contributes to the development of the literature regarding smart government services.