Penerimaan Layanan Publik Digital di Kota Bogor: Analisis Extended Technology Acceptance Model
Abstract
This study analyzes the factors influencing citizens’ reluctance to use digital public services through an Extended Technology Acceptance Model. A quantitative approach was employed using survey data collected from 100 respondents in Bogor City. The data were obtained through questionnaires and analyzed in Stata using path analysis based on structural equation modeling. The proposed model examined the effects of digital literacy, perceived ease of use, perceived usefulness, trust, and perceived risk on behavioral intention and the actual use of digital public services. The results show that digital literacy positively affects perceived ease of use and perceived usefulness. Perceived ease of use, perceived usefulness, and trust positively influence behavioral intention, whereas perceived risk has a negative effect. Behavioral intention also positively affects actual use. Trust emerges as the strongest determinant of citizens’ intention to use digital services. These findings indicate that successful e-Government implementation depends not only on technological convenience but also on service reliability, data protection, digital literacy, and the government’s ability to provide clear and consistent service follow-up.
Keywords
e-Government; digital public services; Technology Acceptance Model (TAM); trust; digital literacy
References
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Rohida, L. L. R. S. S., & Resa, E. (2026). Optimalisasi komunikasi layanan kebersihan melalui chatbot: Studi empiris di Desa Sindangjawa Kabupaten Cirebon. Jurnal Wacana Kinerja: Kajian Praktis-Akademis Kinerja dan Administrasi Pelayanan Publik, 29(1), 63. https://doi.org/10.31845/jwk.v29i1.1058
Sabani, A. (2021). Investigating the influence of transparency on the adoption of e-Government in Indonesia. Journal of Science and Technology Policy Management, 12(2), 236–255. https://doi.org/10.1108/JSTPM-03-2020-0046
Sihotang, D. M., Andriqa, M. R., Alfahmi, F. N., Wahyudi, A. S., Besila, M. A. H., Yulianang, M. A., Diana, E., & Hidayanto, A. N. (2023). The moderating role of trust in government adoption e-service during COVID-19 pandemic: Health belief model perspective. International Journal of Information Technology, 15(3), 1545–1553. https://doi.org/10.1007/s41870-023-01203-z
Taherdoost, H. (2016). Sampling methods in research methodology: How to choose a sampling technique for research. International Journal of Academic Research in Management, 5, 18–27. https://doi.org/10.2139/ssrn.3205035
United Nations. (2024). United Nations E-Government Survey 2024: Accelerating digital transformation for sustainable development. United Nations Department of Economic and Social Affairs.
Van de Walle, S., Zeibote, Z., Stacenko, S., Muravska, T., & Migchelbrink, K. (2018). Explaining non-adoption of electronic government services by citizens. A study among non-users of public e-services in Latvia. Information Polity: An International Journal on the Development, Adoption, Use and Effects of Information Technology, 23(4), 399–409. https://doi.org/10.3233/IP-170069
Al-Kautsar Maktub, M., Handayani, P. W., & Sunarso, F. P. (2025). Citizen acceptance and use of the Jakarta Kini (JAKI) e-government: Extended unified model for electronic government adoption. Heliyon, 11(2), e42078. https://doi.org/10.1016/j.heliyon.2025.e42078
Aleisa, N. (2024). Key factors influencing the e-government adoption: A systematic literature review. Journal of Innovative Digital Transformation, 1(1), 14–31. https://doi.org/10.1108/JIDT-09-2023-0016
Badan Pusat Statistik. (2025). Statistik telekomunikasi Indonesia 2024.
Carter, L., Weerakkody, V., Phillips, B., & Dwivedi, Y. K. (2016). Citizen adoption of e-government services: Exploring citizen perceptions of online services in the United States and United Kingdom. Information Systems Management, 33(2), 124–140. https://doi.org/10.1080/10580530.2016.1155948
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
DeVellis, R. F., & Thorpe, C. T. (2021). Scale development: Theory and applications (5th ed.). SAGE Publications.
Distel, B., Koelmann, H., Plattfaut, R., & Becker, J. (2022). Watch who you trust! A structured literature review to build a typology of e-government risks. Information Systems and E-Business Management, 20(4), 789–818. https://doi.org/10.1007/s10257-022-00573-4
Dwivedi, Y., Rana, N., Janssen, M., Lal, B., Williams, M., & Clement, M. (2017). An empirical validation of a unified model of electronic government adoption (UMEGA). Government Information Quarterly, 34(2), 211–230. https://doi.org/10.1016/j.giq.2017.03.001
Gupta, P., Hooda, A., Jeyaraj, A., Seddon, J., & Dwivedi, Y. (2024). Trust, risk, privacy and security in e-government use: Insights from a MASEM analysis. Information Systems Frontiers, 27, 1089–1105. https://doi.org/10.1007/s10796-024-10497-8
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2024). Penerapan SPBE bermuara pada pelayanan publik yang efisien dan efektif. https://www.menpan.go.id/posts/penerapan-spbe-bermuara-pada-pelayanan-publik-yang-efisien-dan-efektif
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2025). Indeks SPBE nasional meningkat, Menteri Rini: Penguatan integrasi pelayanan publik berbasis digital. https://menpan.go.id/posts/indeks-spbe-nasional-meningkat-menteri-rini-penguatan-integrasi-pelayanan-publik-berbasis-digital
Kline, R. B. (2011). Principles and Practice of Structural Equation Modeling. Guilford Publications. https://books.google.co.id/books?id=mGf3Ex59AX0C
Meitania, F., Azhar, & Alamsyah. (2026). Digital literacy and intention to adopt e-government (A survey of regional inspectorate employee in South Sumatra Province) in 2023. Al-Kharaj: Journal of Islamic Economic and Business, 7(4 SE-Articles). https://doi.org/10.24256/kharaj.v7i4.8482
Mesa, D. (2023). Digital divide, e-government and trust in public service: The key role of education. Frontiers in Sociology, 8, Article 1140416. https://doi.org/10.3389/fsoc.2023.1140416
Munyoka, W., & Maharaj, M. (2019). Privacy, security, trust, risk and optimism bias in e-government use: The case of two Southern African Development Community countries. SA Journal of Information Management, 21. https://doi.org/10.4102/sajim.v21i1.983
Nguyen, T., Nguyen, P., Huynh, H., Truong, G., & Do, L. (2024). Unlocking e-government adoption: Exploring the role of perceived usefulness, ease of use, trust, and social media engagement in Vietnam. Journal of Open Innovation: Technology, Market, and Complexity, 10, 100291. https://doi.org/10.1016/j.joitmc.2024.100291
Pamungkas, A. C., Anityasari, M., & Sonhaji, A. I. (2024). Measuring user acceptance on e-government adoption in an Indonesian context: A study of extended technology acceptance model. International Journal of Electronic Governance. https://api.semanticscholar.org/CorpusID:270989598
Pemerintah Kota Bogor. (2025). Laporan Penyelenggaraan Pemerintahan Daerah Kota Bogor Tahun 2024.
Pemerintah Kota Bogor. (2026). Rencana Pembangunan Jangka Menengah Daerah Kota Bogor Tahun 2025–2029.
Republik Indonesia. (2018). Peraturan Presiden Republik Indonesia Nomor 95 Tahun 2018 tentang Sistem Pemerintahan Berbasis Elektronik.
Republik Indonesia. (2023). Peraturan Presiden Republik Indonesia Nomor 82 Tahun 2023 tentang Percepatan Transformasi Digital dan Keterpaduan Layanan Digital Nasional.
Rohida, L. L. R. S. S., & Resa, E. (2026). Optimalisasi komunikasi layanan kebersihan melalui chatbot: Studi empiris di Desa Sindangjawa Kabupaten Cirebon. Jurnal Wacana Kinerja: Kajian Praktis-Akademis Kinerja dan Administrasi Pelayanan Publik, 29(1), 63. https://doi.org/10.31845/jwk.v29i1.1058
Sabani, A. (2021). Investigating the influence of transparency on the adoption of e-Government in Indonesia. Journal of Science and Technology Policy Management, 12(2), 236–255. https://doi.org/10.1108/JSTPM-03-2020-0046
Sihotang, D. M., Andriqa, M. R., Alfahmi, F. N., Wahyudi, A. S., Besila, M. A. H., Yulianang, M. A., Diana, E., & Hidayanto, A. N. (2023). The moderating role of trust in government adoption e-service during COVID-19 pandemic: Health belief model perspective. International Journal of Information Technology, 15(3), 1545–1553. https://doi.org/10.1007/s41870-023-01203-z
Taherdoost, H. (2016). Sampling methods in research methodology: How to choose a sampling technique for research. International Journal of Academic Research in Management, 5, 18–27. https://doi.org/10.2139/ssrn.3205035
United Nations. (2024). United Nations E-Government Survey 2024: Accelerating digital transformation for sustainable development. United Nations Department of Economic and Social Affairs.
Van de Walle, S., Zeibote, Z., Stacenko, S., Muravska, T., & Migchelbrink, K. (2018). Explaining non-adoption of electronic government services by citizens. A study among non-users of public e-services in Latvia. Information Polity: An International Journal on the Development, Adoption, Use and Effects of Information Technology, 23(4), 399–409. https://doi.org/10.3233/IP-170069
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DOI: https://doi.org/10.31845/jwk.v29i2.1085
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