The use of a mixed method approach to evaluate m-Government implementation

摘要

This research attempted to evaluate m-government implementation based on user perspective through qualitative as well as quantitative approach named mixed method approach. After conducting literature study, we defined System Usability Scale (SUS) as quantitative approach and dimension of D&M IS success model as basic for conducting qualitative approach. As case study, this paper presented the evaluation of m-Government named Qlue which is operated on mobile device to capture and response complaints from citizen in Jakarta. A total of respondent is 30 that is main user of application and worked as employee in government of Jakarta. The result of evaluation derived by analyzing feedback from questionnaire and interview to understand government employee opinion toward Qlue application implementation. Both of qualitative and quantitative results show that application had a low degree of satisfaction towards the usability and aspects to encourage user participation.