CROSS-ORGANIZATIONAL PERFORMANCE OF E-GOVERNMENT AT SURABAYA CITY IN INDONESIA

Abstract

There are tens to hundreds of cross-organizational e-Government applications at Surabaya City Government. It is necessary to conduct an in-depth study on what factors affect the system performance and consider user input as an evaluation to improve the service quality of the cross-organizational e-Government system at Surabaya City Government. This study was conducted to examine and determine the factors that influence the primary performance of the cross-organizational e-Government system, namely “Effectivity,” “Efficiency,” “Accountability” by considering “Technical,” “Managerial/Organizational,” and “Institutional/Inter-organizational” factors. Questionnaire questions use a Likert scale assessment with numbers 1 to 7. The Likert scale itself is an assessment to measure respondent perception, opinions, and characteristics towards a social phenomenon. The questionnaire has prepared then validated first to at least 30 respondents before being distributed. The respondents are employees of various levels at Surabaya City Government, East Java at Surabaya City Government. The Demographics of respondents are 18-58 years old. The educational background of the respondents is from Senior High School (SHS), Bachelor, to Postgraduate. The survey obtains 164 data from respondents offline. The data processing uses Partial Least Square (PLS) by testing the structural model (outer model) and the measurement model (inner model). The findings of this study provide suggestions for developing the performance of cross-organizational e-Government systems based on factors that have a significant influence and obtain strategic recommendations that can affect the performance of cross-organizational e-Government systems at Surabaya City Government in Indonesia. In addition, this study also provides a methodology for implementing and describing the conceptual models for further research related to an integrated cross-organizational e-Government system.