Citizen satisfaction with online passport service innovation in Indonesia within an electronic governance perspective

This research investigated, measured, analyzed and explained citizen satisfaction with the online passport application service innovation introduced by the Immigration Office of East Java Immigration Area. In addition, this research also evaluated which types of innovation (technology, access, process, and product and payment method) had the strongest and weakest influence on citizen satisfaction. This research was conducted using a quantitative method, allowing researchers to systematically measure, analyze and explain the effect of the online passport application service on citizen satisfaction. The population for this research included all online passport applicants determined by the quota of each office in the study (189,000, applicants per year). A total of 250 samples were selected based on Slovin’s formula. This research was conducted over 6 months in Immigration Office Class 1 of Surabaya, Immigration Office Class 1 of Malang and Immigration Office Class 2 of Blitar. Research data were analyzed using product moment analysis in order to investigate the partial and multiple regression of the independent variable (technology, access, process, product and payment method) X toward the dependent variable (citizen satisfaction) Y. The results of statistical tests showed that of the innovations studied (technology, access, process, product and payment method) had both partial and multiple contributions and a significant effect on citizen satisfaction. The originality of this research lies on the fact that both national and international-scale research on the contribution of five innovations (technology, access, process, product and payment method) toward citizen satisfaction when applying online for a passport had not been conducted before.