Analisis Model E-Govqual Dan Teori Kognitif Sosial Terhadap Niat Lanjutan Dan Kepuasan Pengguna Web Sibakul: Studi Kasus Pada Pengusaha Umkm Daerah Istimewa Yogyakarta

Abstract

SiBakul is an E-government created by the government of Yogyakarta Special Province (Daerah Istimewa Yogyakarta – DIY) as an effort to utilize information and communication technology to improve efficiency and effectiveness, transparency, and government accountability in providing public services to MSME and cooperatives. EGovQual

is an electronic service quality measurement concept that focuses on government websites or portals. Papadomichelaki & Mentzas (2012) divide the scale of E-Govqual management into four dimensions: efficiency, trust, reliability, and citizen support. Social cognitive theory is a theory that studies how an individual has the capacity to learn and experience it firsthand. The learning process through this observation is based on two factors: outcome expectations and self-efficacy. Social cognitive theory has been used in various disciplines, one of which is used as a theoretical framework on the application of technology innovation, e-government, and user intentions to use a system. The purpose of this study was to determine the factors of continued intention and user satisfaction using social cognitive theory and the egovqual

model. Respondents in this study were 217 MSME respondents who had visited the SiBakul Jogja website and were members of the SiBakul Jogja markethub. The primary data used was obtained by spreading the distribution online. The data analysis technique used is PLS-SEM using SmartPLS 3.0 software. The results show that user satisfaction is influenced by reliability, efficiency, citizen support, and outcome expectations. Outcome expectations have the most significant influence on user satisfaction. Outcome expectations are influenced by reliability, efficiency, and trust. In addition, continued intention is determined by outcome expectations, selfefficacy, and user satisfaction.