Success Factor Analysis of Jakarta Siaga 112 Emergency Service Management System

Jakarta Siaga 112 Emergency Service is an emergency call provided by the government of Special Capital Region of Jakarta to handle emergency calls from the citizens. Jakarta Siaga 112 Emergency Service Management System is run by the staffs of Jakarta government to organize the follow-ups of emergency calls. Referring to the importance of this system, a study was administered to evaluate factors affecting its success. The investigation was conducted based on the DeLone and McLean success model. Data were collected using questionnaires distributed to staffs of Jakarta Government Work Units and agencies, who work together on the system. The data were analyzed using Partial Least Squares-Structural Equation Model. The results demonstrate that System Quality, Information Quality, Service Quality, Use, User Satisfaction, and Net Benefits significantly influence the success of this system. However, two out of nine hypotheses are rejected. These are the relationship between System Quality towards Use, as well as Use towards User Satisfaction. Theoretical impact from the research and result is to enrich the diversity of research related to emergency services in the field of information technology.