Selected Papers from the 1st International Conference on Islam, Science and Technology, ICONISTECH-1 2019, 11-12 July 2019, Bandung, Indonesia

Research Article

Citizen Readiness for Adopting Electronic Citizen Relationship Management (e-CiRM) : A Qualitative Exploration

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  • @INPROCEEDINGS{10.4108/eai.11-7-2019.2298052,
        author={Vidila  Rosalina and Tb Ai Munandar and Achmad Nizar Hidayanto and Harry Budi Santoso},
        title={Citizen Readiness for Adopting Electronic Citizen Relationship Management (e-CiRM) : A Qualitative Exploration},
        proceedings={Selected Papers from the 1st International Conference on Islam, Science and Technology, ICONISTECH-1 2019, 11-12 July 2019, Bandung, Indonesia},
        publisher={EAI},
        proceedings_a={ICONISTECH-1},
        year={2020},
        month={11},
        keywords={citizen e-cirm readiness serang qualitative},
        doi={10.4108/eai.11-7-2019.2298052}
    }
    
  • Vidila Rosalina
    Tb Ai Munandar
    Achmad Nizar Hidayanto
    Harry Budi Santoso
    Year: 2020
    Citizen Readiness for Adopting Electronic Citizen Relationship Management (e-CiRM) : A Qualitative Exploration
    ICONISTECH-1
    EAI
    DOI: 10.4108/eai.11-7-2019.2298052
Vidila Rosalina1,*, Tb Ai Munandar1, Achmad Nizar Hidayanto2, Harry Budi Santoso2
  • 1: Faculty of Information Technology Universitas Serang Raya
  • 2: Faculty of Computer Science Universitas Indonesia
*Contact email: vidila.suhendarsah@gmail.com

Abstract

In recent years, many cities in developing countries have implemented e-CiRM initiatives with the aim of building smart cities, including Serang City, Indonesia. Previous research has examined the readiness of Indonesian citizens for e-CiRM using quantitative method. To provide a deeper insight into the issue, qualitative research needs to be conducted. This paper reported a qualitative study which complements the previous quantitative studies. The research was conducted in Serang Banten. Thirty in-depth interviews were conducted from April to June 2019. e-CiRM awareness is low among uneducated people. Participants who were interested in e-CiRM argued that it provides the immediacy of delivering complaints to local governments. Some participants did not see the value of using e-CiRM for online complaints compared to face-to-face complaints. Illiteracy, lack of English skills, lack of trust and technological inadequacy were identified as barriers to the use of e-CiRM. However, a sense of belonging, evidence of utility, positive attitudes towards e-CiRM, and intention to use e-CiRM in the future became the driving factors in the adoption of e-CiRM. This study reaffirmed the conceptual framework of e-CiRM readiness with different dimensions and identified potential obstacles and possible solutions for e-CiRM. More attention should be given to user training, low-cost services and user trust.