Problems in ‘Antrian Paspor’ Application Use: Users' Perspectives

In Indonesia, the implementation of Antrian Paspor mobile application intended not only to provide equal opportunity of public services particularly for those in rural areas but also to assist passport applicants with a shorter bureaucracy process. This study attempts to summarize and to map the issues to the use of Antrian Paspor mobile application from the users' perspectives posted in lapor.go.id, an Indonesian government's official complaint/report webpage in two month time period (June-July 2018). Including 103 complaint posts this study highlights the most frequent complaint subject, the response time, and the solved-case rate between central and rural immigration offices. To analyze the data, this study employed basic statistical analysis, cross tabulation, and Chi-Square tests. `Unsent verification email' and `full quota/issues in getting vacant schedule' were two top problem faced by complainers in the web page. In addition, it was proven that there were no significant difference of solved-case rate between the two areas. Suggestion to further study was lastly proposed.