Evaluating the Effectiveness of the SIGNAL Digital Samsat Application Using the PIECES Framework and Technical Testing
DOI:
https://doi.org/10.30871/jaic.v9i5.10086Keywords:
Apptim, PIECES Framework, System Evaluation, aplication, user satisfactionAbstract
The SIGNAL application is a digital service provided by the Indonesian National Police's Traffic Corps (Korlantas Polri) to facilitate online STNK validation. However, several users have reported issues such as unsuccessful verification processes, delays in the delivery of physical documents, slow customer service responses, and login difficulties. This study aims to evaluate the performance of the SIGNAL application using the PIECES framework, which covers six dimensions: Performance, Information, Economic, Control, Efficiency, and Service. Data were collected through questionnaires distributed to 300 users of the SIGNAL application. Each questionnaire indicator was developed based on PIECES theory and statistically tested for validity and reliability using AVE and Composite Reliability. Descriptive and inferential analyses were conducted, including a one-sample t-test to assess user satisfaction. The results show that the average satisfaction score was 3.9 out of 5, with 76% of respondents expressing satisfaction or high satisfaction, 15% neutral, and 9% dissatisfied. The highest satisfaction was recorded in the Economic aspect (mean 4.06), while the lowest was in Control (mean 3.94). Technical testing using Apptim showed the app performed well, with an average response time of 2.4 seconds, CPU usage at 18%, memory usage at 170MB, and no crashes (0% error rate). These findings indicate that SIGNAL is generally effective and stable, though improvements are needed, particularly in service responsiveness and cross-device performance. This research contributes to the theoretical application of the PIECES model in evaluating public digital services and offers insights for improving the quality of e-government systems in Indonesia.
Downloads
References
[1] S. Rafitanuri, M. Raja Ali Haji, and U. Maritim Raja Ali Haji Rizky Gunawan Universitas Maritim Raja Ali Haji, “Analisis Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pembayaran Pajak Kendaraan Bermotor Berbasis Aplikasi Signal Di Kantor Samsat Kota Tanjungpinang Nur Arsyida,” 2022.
[2] F. Muzaqqi and H. Fitrianto, “Comparison of e-government acceleration in five regions: Case studies following the issuance of Presidential Regulation 95/2018,” Masyarakat, Kebudayaan dan Politik, vol. 36, no. 2, pp. 230–245, May 2023, doi: 10.20473/mkp.v36i22023.230-245.
[3] S. Kacung, C. Pamungkas, P. Bagyana, and D. Cahyono, “Analisis Sentimen Terhadap Layanan Samsat Digital Nasional (Signal) Menggunakan Metode SVM,” 2024.
[4] N. Kinanti, A. Putri1, and A. Dwi, “Penerapan PIECES Framework sebagai Evaluasi Tingkat Kepuasan Mahasiswa terhadap Penggunaan Sistem Informasi Akademik Terpadu (SIAKADU) pada Universitas Negeri Surabaya,” JEISBI, vol. 02, p. 2021, [Online]. Available: https://siakadu.unesa.ac.id
[5] N. Suarna and W. Prihartono, “Analisis Sentimen Ulasan Aplikasi Threads Di Google Playstore Menggunakan Algoritma Naïve Bayes,” 2024.
[6] I. F. Rahman, A. N. Hasanah, and N. Heryana, “Analisis Sentimen Ulasan Pengguna Aplikasi Samsat Digiital Nasional (Signal) Dengan Menggunakan Metode Naïve Bayes Classifier,” Jurnal Informatika dan Teknik Elektro Terapan, vol. 12, no. 2, Apr. 2024, doi: 10.23960/jitet.v12i2.4073.
[7] N. Suarna and W. Prihartono, “Analisis Sentimen Ulasan Aplikasi Threads Di Google Playstore Menggunakan Algoritma Naïve Bayes,” 2024.
[8] A. Sasi Kirana, R. Roeswidiah, and A. Pudoli, “Analisis Sentimen Pada Media Sosial Terhadap Layanan Samsat Digital Nasional Dengan Support Vector Machine,” 2025. [Online]. Available: http://jom.fti.budiluhur.ac.id/index.php/IDEALIS/indexAnindyaSasiKirana|http://jom.fti.budiluhur.ac.id/index.php/IDEALIS/index|
[9] N. L. Kakihary, “Pieces Framework for Analysis of User Saticfaction Internet of Things-Based Devices,” Journal of Information Systems and Informatics, vol. 3, no. 2, 2021, [Online]. Available: http://journal-isi.org/index.php/isi
[10] C. Tanaka, “Uji Validitas dan Reliabilitas Hasil Survei Perancangan Produk Sinar Infrared Multi-Fungsi,” 2022, doi: 10.32734/ee.v5i2.1631.
[11] M. Nisa, “Moderating Structural Equation Modeling Dengan Partial Least Square Pada Pemodelan Penerimaan Dan Penggunaan Dompet Digital Di Kota Semarang,” vol. 10, no. 1, pp. 66–75, 2021, [Online]. Available: https://ejournal3.undip.ac.id/index.php/gaussian/
[12] R. Nur Amalia, R. Setia Dianingati, and E. Annisaa, “Pengaruh Jumlah Responden Terhadap Hasil Uji Validitas Dan Reliabilitas Kuesioner Pengetahuan Dan Perilaku Swamedikasi,” Generics : Journal of Research in Pharmacy Accepted : 4 Mei, vol. 2, no. 1, 2022.
[13] R. Dwi Hanifa and A. Rachman Hakim, “Pemodelan Autoregressive Fractionally Integrated Moving Average Dengan Efek Exponential Garch (Arfima-Egarch) Untuk Prediksi Harga Beras Di Kota Semarang,” vol. 10, no. 2, pp. 279–292, 2021, [Online]. Available: https://ejournal3.undip.ac.id/index.php/gaussian/
[14] D. Putri, A. Srikandi, and K. Sunarti, “Pengaruh Kualitas Produk Terhadap Kepuasan Dan Loyalitas Pelanggan ( Survei pada Pelanggan Nasi Rawon di Rumah Makan Sakinah Kota Pasuruan),” 2016.
[15] R. Prayogi et al., “Penerapan Metode PIECES Framework Dalam Analisis dan Evaluasi Aplikasi M-BCA.” [Online]. Available: http://ejournal.bsi.ac.id/ejurnal/index.php/infortech7
[16] D. Gavilanes, “Apptim Review: Mobile App Performance Testing Tool,” Abstracta Blog. [Online]. Available: https://abstracta.us/blog/mobile-testing/apptim-review/
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Amanda Syakhila, Rahma Fitria, Desvina Yulisda
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) ) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
