政府对公民(G2C)服务采用服务水平协议(SLA)的抑制因素:以印度尼西亚为例

2016 International Conference on Advanced Computer Science and Information Systems (ICACSIS) Pub Date : 2016-10-01 DOI:10.1109/ICACSIS.2016.7872800

M. Reta, A. Hidayanto, P. Sandhyaduhita, B. Nazief

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引用次数: 1

摘要

为保证为市民提供的服务质素，政府机构在其电子政府服务中推行服务水平协议(SLA)。一些国家采用SLA的事实表明，服务质量有所提高。然而，在印度尼西亚，SLA在电子政务(G2C)服务上的实施仍然相对较低，因此本研究旨在利用DEMATEL模型确定SLA在印度尼西亚采用的抑制因素。从文献综述中得到9个初始抑制因子。然后，根据DEMATEL模型设计问卷，发放给32个政府机构中管理电子政务的二级单位。10所院校填写并归还了调查问卷。结果显示，缺乏领导的支持是印尼采用SLA的主要抑制因素。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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

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.

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2016 International Conference on Advanced Computer Science and Information Systems (ICACSIS)

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