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ABSTRACT:

This research aims to empirically confirm the institutional theory and the Urban Services Technology Acceptance Model (USTAM) related to factors influencing user satisfaction with the Siswaskeudes application. Exploring how regulatory pressures, explained through coercive isomorphism, affect users' perceptions and satisfaction levels. Employing a quantitative associative approach, data was collected from users of the Siswaskeudes application through questionnaires and analyzed using statistical methods to test the hypotheses and determine the influence of each variable on user satisfaction. The results reveal that perceived security, perceived usefulness, compatibility, reliability, service quality, and work facilitating positively impact user satisfaction. Conversely, variables such as relative advantages, perceived ease of use, self-efficacy, cost reduction, energy saving, and time saving do not significantly affect user satisfaction, despite users recognizing benefits in these areas. The findings suggest that focusing on enhancing security, usefulness, compatibility, reliability, service quality, and work facilitation is crucial for improving user satisfaction with the Siswaskeudes application. Regular user surveys and necessary improvements based on feedback can further enhance perceptions and satisfaction. This research provides empirical evidence supporting the institutional theory and the USTAM, highlighting key areas for service improvement to boost user satisfaction with the Siswaskeudes application. AM

KEYWORDS:

Institutional Theory, Urban Services Technology Acceptance Model, Siskeudes, Siswaskeudes, User Satisfaction

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