Digitalization of Public Satisfaction Surveys through the SEPAKAT Sumbar Application to Support Public Service Evaluation

Abstract

Digital transformation in government administration has encouraged the utilization of information technology to improve the quality of public service evaluation, one of which is through the digitalization of the Public Satisfaction Survey (PSS). The Government of West Sumatra Province developed the SEPAKAT Sumbar Application as a platform for conducting electronic Public Satisfaction Surveys to support more effective collection and management of public satisfaction data. This study aims to analyze the digitalization of the Public Satisfaction Survey through the SEPAKAT Sumbar Application in supporting public service evaluation in West Sumatra Province and to identify the supporting and inhibiting factors affecting its implementation. The study employs the DeLone and McLean (2003) Information Systems Success Model, which consists of six dimensions: information quality, system quality, service quality, use, user satisfaction, and net benefits. A qualitative approach with a descriptive research design was employed. Data were collected through interviews, observations, and documentation, and subsequently analyzed using the Miles and Huberman interactive model, which includes data reduction, data display, and conclusion drawing, while data validity was ensured through source triangulation. The findings indicate that the digitalization of the Public Satisfaction Survey through the SEPAKAT Sumbar Application has supported public service evaluation by providing information, facilitating ease of access, and enabling more effective and integrated management of survey data. Based on the six dimensions of the DeLone and McLean model, the application performs reasonably well in supporting the implementation, processing, and monitoring of public satisfaction survey results. Nevertheless, its effectiveness has not yet been fully optimized due to limitations related to the specificity of the service assessment instrument, respondent validation, technical system disruptions, accessibility for persons with disabilities, as well as suboptimal socialization and feedback mechanisms. Supporting factors for the implementation include policy support, human resources, information technology, and effective coordination and supervision.