Persepsi Pengguna Terhadap Inovasi Pelayanan Publik Pemerintah Provinsi Jawa Barat Melalui Aplikasi Sapawarga

Abstract

Given West Java's large population, the provincial government is compelled to pursue innovative approaches in delivering better public service. The Sapawarga application represents a key initiative by the West Java Provincial Government to meet this need, establishing a digital channel to provide services and engage with its citizens. This research objective is to analyse the user perceptions of and experiences with the Sapawarga application, evaluating its effectiveness as a digital public service innovation. Adopting a qualitative case study methodology grounded in Everett M. Rogers' Diffusion of Innovation theory, the study gathered data through in-depth interviews with the application's active users. The findings reveal that perceived usefulness and ease of use are the main factors driving the application's adoption. However, a significant barrier persists in the form of delayed responses from the provincial government to user-submitted complaints and reports. Consequently, while the integration of the Sapawarga application into public service represents a positive development according to the principles of innovation diffusion, there remains considerable scope for enhancement, particularly in backend responsiveness