Applying the UTAUT to Understand Factors Affecting the Use of Indonesia Public Administration

Accounting Department, BINUS Online Learning, 11480 Bina Nusantara University, Indonesia

^* Corresponding author: frihardina.marsintauli@binus.ac.id

Abstract

Decision-making will always be based on valid and reliable data. Information disclosure is a necessity for people in a country to know something. Through a system, a country will be greatly assisted in disseminating information to its people. The transparent public administration process is the hope of the citizen to the government. Innovation based on the use of the system plays an essential role in fulfilling government-owned social services. Claiming Old Age Security during the pandemic has forced the government to use a system that can run a fast and controlled administrative process. This study wants to evaluate a system used in the employees' social services of state-community administration using the UTAUT method. This study indicates that the performance expectancy, social influence, facilitating conditions, and behavior variables have a significant and positive effect. However, the effort expectancy variable does not influence behavior intention. The optimal system is a system that can be used easily by users; if the data processor cannot use the system, a system failure will occur because the data generated will be biased and invalid. Suppose the user has difficulty operating the system. In that case, it is best to immediately evaluate it in the form of input and training to improve further the skills of the user who uses it. Participants who process claims can be processed faster, increasing participant satisfaction.