http://digilib.fisipol.ugm.ac.id/repo/handle/15717717/21170 2026-07-21T01:59:49Z http://digilib.fisipol.ugm.ac.id/repo/handle/15717717/21832 Exploring Public Sentiment Toward Regional E-Government Apps Kencono, Dewi Sekar; Djunaedi, Achmad; Purbokusumo, Yuyun Introduction: This study explores user sentiment towards two regional e-government applications in Indonesia: Sapawarga in West Java and Jaki in Jakarta. These platforms are part of Indonesia's digital transformation efforts to enhance public service delivery and citizen engagement. By analyzing user reviews from the Google Play Store, the research aims to evaluate public perceptions of the applications and identify factors contributing to both positive and negative user experiences. The findings provide insight into the challenges and opportunities for improving digital governance in Indonesia, particularly in response to the increasing demand for e-government services during the COVID-19 pandemic. Objectives: The primary objective of this study is to assess user perceptions of the Sapawarga and Jaki applications through sentiment analysis of Google Play Store reviews. The research seeks to identify the factors that contribute to positive or negative user experiences, focusing on the aspects of security, performance, and functionality that influence user satisfaction. Furthermore, the study aims to compare the effectiveness of these two regional approaches to digital service delivery, providing valuable insights to improve future e-government initiatives. Methods: This study employs a sentiment analysis methodology to evaluate user feedback collected from Google Play Store reviews. A total of 4,304 reviews for Sapawarga and 4,535 reviews for Jaki were analyzed to assess user sentiment. Using Natural Language Processing (NLP) techniques and machine learning models, the reviews were categorized based on emotional responses, such as joy, surprise, fear, and anger. Additionally, the reviews were classified into four key categories: security and privacy, app performance, app functionality, and user interaction. The classification models, including Logistic Regression (LR) and Naïve Bayes (NB), were evaluated using performance metrics such as classification accuracy, F1 score, and AUC (Area Under Curve). Results: The sentiment analysis revealed that both Sapawarga and Jaki applications were predominantly viewed positively, with users expressing joy and surprise regarding their core functionalities. However, Sapawarga users expressed more concerns about security and privacy, indicating greater apprehension about data protection and personal information integrity. In contrast, Jaki users focused more on app performance issues, such as slow loading times and technical reliability. The classification analysis highlighted that security and privacy were key concerns for both platforms, while technical performance and usability were emphasized more by Jaki users. These findings underscore the need for technical improvements and stronger data protection measures in both applicati Conclusions: The study concludes that both Sapawarga and Jaki have met many user expectations, particularly in providing essential public services during the COVID-19 pandemic. However, users' satisfaction is influenced by their experiences with security, privacy, and performance issues. Sapawarga requires attention to improving its data validation and security measures, while Jaki would benefit from better technical optimization and user interface enhancements. These findings suggest that a user-centric approach, informed by sentiment analysis and data-driven insights, is essential for improving the effectiveness of regional e-government platforms and ensuring their continued success 2025-01-01T00:00:00Z http://digilib.fisipol.ugm.ac.id/repo/handle/15717717/21831 Website performance Purbokusumo, Yuyun; Tsai, Wen-Hsien; Sulisdana, Rudy; Chen, Hui-Chiao; Santoso, Anang Dwi The use of the website in the delivery of public services, which has improved markedly over time, is still little research on the issue, especially with regard to developing countries. The paper uses website development to examine the performance and determinants of e-Gov at the local government level in the developing country, Indonesia. Content analysis was used in determining website performance with respect to usability, service, citizen participation and content, while a survey of 235 webmasters was used to identify the determinants of website performance and relationship among them. Research findings showed that website performance took three forms: high, medium, and low. Regulatory support, website management and database management had positive and significant influence on website performance, while quality of human resource and supporting technology had positive and significant influence on website performance but mediated through website management and database management. This research tries to fill the missing gap in literature by delving into the perception of webmasters of website management on the level of performance and determinants of website performance. 2020-11-27T00:00:00Z http://digilib.fisipol.ugm.ac.id/repo/handle/15717717/21174 E-government evaluation: The case of Vietnam's provincial websites Tsai, Wen-Hsien; Purbokusumo, Yuyun; Julian, Ming-Sung; Tuan, Nguyen Duc In this research, an attempt is made to evaluate e-government performances in Vietnam. Four types of website contents are used for the evaluation. The results show that, in general, more developed provinces/ cities where IT infrastructure is relatively well constructed provide better and more website content and thus their e-government performances are better. In individual types of website content services, more advanced provinces/cities also perform better. Such findings reveal the positive relationship between an area's level of development and e-government performances in countries where online information is just beginning to disseminate and e-government development is still in its infancy. 2009-01-01T00:00:00Z http://digilib.fisipol.ugm.ac.id/repo/handle/15717717/21173 Performance of the internal audit department under ERP systems: empirical evidence from Taiwanese firms Tsai, Wen-Hsien; Chen, Hui-Chiao; Chang, Jui-Chu; Leu, Jun-Der; Chen, Der Chao In this study, the performance of the internal audit department (IAD) and its contribution to a company under enterprise resource planning (ERP) systems was examined. It is anticipated that this will provide insight into the factors perceived to be crucial to a company’s effectiveness. A theoretical framework was developed and tested using the sample of Taiwanese companies. Using mail survey procedures, we elicited perceptions from key internal auditors about the ERP system and auditing software, as well as their opinions concerning the IAD’s effectiveness and its contribution within a company. Data were analysed using the partial least square (PLS) regression to test the hypotheses. Drawing upon a sample of Taiwanese firms, the study suggests that a firm can improve the performance of the IAD through an enterprise-wide integrated, effective ERP system and appropriate auditing software. At the same time, the performance of the IAD can also contribute significantly to the company. The results also show that investments in computer-assisted auditing techniques (CAATs) are crucial due to their tremendous effectiveness in regard to the performance of the IAD and for the contributions CAATs can make to a company. 2013-01-01T00:00:00Z