Inhibiting factors of Service Level Agreement (SLA) adoption in Government to Citizen (G2C) services: A case of Indonesia

Abstract

To guarantee the quality of service towards citizens, government agencies have performed the implementation of Service Level Agreement (SLA) in their e-Government services. The fact in some countries applying SLA showed that there was an increase in the quality of service. In Indonesia, however, the implementation of SLA on e-Government (G2C) services is still relatively low, thus this study aims to determine the inhibiting factors in the adoption of SLA in Indonesia using DEMATEL model. Nine initial inhibiting factors were obtained from the literature review. Then, questionnaires based on DEMATEL model were designed and distributed to each echelon 2 unit that manages e-government in 32 government institutions. Ten institutions filled and returned the questionnaires. The results showed the lack of leadership support is the prime inhibiting factor in the adoption of SLA in Indonesia.