TINJAUAN SISTEMATIS KEPUASAN PENGGUNA TERHADAP WEBSITE LAYANAN DAN APLIKASI LAYANAN KEIMIGRASIAN : STUDI LITERARUR BERBASIS PRISMA
DOI:
https://doi.org/10.23969/jp.v11i02.48969Keywords:
PRISMA; systematic literature review; user satisfaction; immigration services; website; digital application; M-PasporAbstract
Digital transformation in immigration services has encouraged the use of websites and applications for information delivery, service applications, scheduling, and interaction with the public. This study aims to synthesize research findings on user satisfaction with digital immigration services through a PRISMA 2020-based systematic literature review approach. The search strategy was developed using keywords related to user satisfaction, website, e-government, immigration service, digital public service, and M-Paspor. Articles were selected based on inclusion criteria covering topic relevance, publication year range, type of scientific article, and their relation to system quality, information quality, service quality, ease of use, and perceived benefits. The synthesis results indicate that system quality, information quality, and service quality are the most consistent factors influencing user satisfaction. In the context of digital government services, user satisfaction is also associated with ease of access, clarity of service procedures, system reliability, and the responsiveness of service support. In the Indonesian digital immigration context, studies on the M-Paspor application show that system quality and service quality remain important issues that determine the level of use and user satisfaction. The practical implication of this study is the need to improve interface quality, system stability, information accuracy, and service integration in order to enhance user experience and the quality of public services.
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