Evaluation of User Experience in The Online Complaint Systems Based on The E-GovQual Model In Malang City

Abstract

This study aims to analyze and evaluate user experiences with the Malang City online complaint system (Sambat Online) using a modified E-GovQual method. The approach is employed to measure user satisfaction across six key dimensions: reliability, ease of use, trust, content and appearance of information, functionality of the interaction environment, and citizen support. This quantitative research adopts a descriptive-verificative approach. Data were collected from 125 active users of the Sambat Online system using a 5-point Likert scale questionnaire. The purposive sampling technique was applied to select relevant respondents, and data were analyzed using path analysis with SPSS software. The results indicate that, partially, the variables of reliability, content and appearance of information, and citizen support significantly influence user satisfaction. In contrast, ease of use, trust, and functionality of the interaction environment do not have significant individual effects. However, the simultaneous analysis shows that all six variables collectively have a significant effect on user satisfaction with the Sambat Online system. These findings suggest that while not every factor contributes significantly on its own, the combination of all dimensions plays a crucial role in shaping overall satisfaction. A positive user experience is therefore not determined by a single aspect but rather by the synergistic interaction between system reliability, ease of use, trust, interactive functionality, information quality, and citizen support. This highlights the importance of enhancing both technical and participatory aspects to create a more effective, reliable, and citizen-centered online complaint service in Malang City.