FAKTOR PENENTU KEPUASAN EKSPORTIR ATAS SURAT KETERANGAN ASAL ELEKTRONIK ASEAN-CHINA FREE TRADE AREA

Indri Riesfandiari; Muhammad Anshar Syamsuddin; Imam Tri Wahyudi; Dhiya Nida  Ulayya; Dedi Abdul Hadi

doi:10.31092/jpkn.v6i1.2873

Authors

Indri Riesfandiari PKN STAN
Muhammad Anshar Syamsuddin Politeknik Keuangan Negara STAN
Imam Tri Wahyudi Kantor Wilayah Direktorat Jenderal Bea dan Cukai Banten
Dhiya Nida Ulayya Lembaga Nasional Single Window
Dedi Abdul Hadi Lembaga Nasional Single Window

DOI:

https://doi.org/10.31092/jpkn.v6i1.2873

Keywords:

SKA e-form E, Technology acceptance model, DeLone & McLean IS Success Model, ACFTA, user satisfaction

Abstract

Bahasa Inggris:
This study examines the factors influencing exporter satisfaction with the use of the SKA e-form E under the ASEAN-China Free Trade Area (ACFTA) scheme. A quantitative approach was employed, utilizing primary data gathered through questionnaires distributed to 95 exporters who used the SKA e-form E in 2023. The research model integrates the Technology acceptance model (TAM) with the DeLone & McLean Information System (D&M IS) Success Model. Findings reveal that Information quality and System quality are key determinants of Perceived usefulness, which in turn significantly enhances the intention to use the SKA e-form E. Additionally, perceived ease of use has a direct and significant impact on user satisfaction. These results highlight the importance of improving information and System quality to facilitate the transition to mandatory use of the SKA e-form E. The study also suggests that in the context of mandatory e-government services, development efforts should focus on enhancing user satisfaction by increasing the perceived benefits of the service.

Bahasa Indonesia:

Penelitian ini mengkaji faktor-faktor yang memengaruhi kepuasan eksportir dalam penggunaan SKA e-form E di bawah skema ASEAN-China Free Trade Area (ACFTA). Penelitian ini menggunakan pendekatan kuantitatif dengan pengolahan data primer melalui kuesioner yang disebarkan kepada 95 eksportir yang menggunakan SKA e-form E selama tahun 2023. Model yang digunakan adalah kombinasi dari Technology acceptance model (TAM) dan DeLone & McLean Information System (D&M IS) Success Model.

Hasil penelitian menunjukkan bahwa kualitas informasi (Information quality) dan kualitas sistem (System quality) merupakan faktor utama yang memengaruhi persepsi kebermanfaatan (Perceived usefulness), yang pada gilirannya meningkatkan niat (intention) untuk menggunakan SKA e-form E. Selain itu, persepsi kemudahan penggunaan (perceived ease of use) secara signifikan memengaruhi kepuasan pengguna (user satisfaction). Temuan ini menegaskan pentingnya peningkatan kualitas informasi dan sistem dalam memfasilitasi transisi menuju penggunaan SKA e-form E yang bersifat wajib. Penelitian ini juga menunjukkan bahwa dalam konteks layanan e-government yang bersifat wajib, fokus pengembangan layanan perlu diarahkan pada peningkatan kepuasan pengguna melalui peningkatan manfaat yang dirasakan dari layanan tersebut.

Author Biography

Indri Riesfandiari, PKN STAN

Customs

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