Digital transformation has become a central pillar of public service reform. In Indonesia, the Directorate General of Taxes introduced Coretax DJP as an integrated system covering tax registration, reporting, payment, monitoring, and account management. While the system represents a major institutional upgrade, its effectiveness ultimately depends on how users interact with it in daily administrative tasks.
Unlike most digital platforms, Coretax is not optional. Civil servants are required to use it as part of their formal duties. This makes user acceptance more complex. Acceptance does not simply mean usage—it reflects whether users feel comfortable, confident, and secure when operating the system.
To understand this dynamic, the research was conducted among 30 civil servants at the Class I Sultan Thaha Jambi Meteorological Station (BMKG). Using a census approach, all eligible users were included. Data were collected through structured questionnaires and analyzed using statistical modeling to identify relationships between key variables and system acceptance.
The study examined four main factors: perceived ease of use, perceived usefulness, system quality, and perceived privacy risk. The findings reveal a clear pattern:
- Perceived ease of use has a positive and significant effect on user acceptance
- System quality also has a positive and significant impact
- Perceived privacy risk has a strong negative effect and is the main barrier
- Perceived usefulness does not significantly influence acceptance
These results show that in mandatory systems like Coretax, usefulness alone does not determine acceptance. Users may continue using the system because they must, not because they find it particularly beneficial.
According to Dodi Areadi from the University of Jambi, ease of use is a critical factor. Systems that are simple, clear, and not overly complicated are more readily accepted. “Operational simplicity is what users experience directly in their daily work,” he noted.
System quality also plays a vital role. A reliable, fast, and stable system increases user confidence, while technical issues such as errors or slow performance can lead to frustration and reduced trust in digital public services.
One of the most significant findings is the impact of privacy risk. The study shows that concerns about data security are the strongest barrier to acceptance. This is especially relevant in tax systems, which handle sensitive information such as identity data, income records, and financial history.
The higher the perceived risk of data breaches or misuse, the lower the level of user acceptance. This highlights the importance of strong data protection measures and transparent communication about how user data is secured.
The implications of this study are highly relevant for policymakers and system developers. Digital transformation in the public sector cannot rely solely on advanced technology. It must also ensure that systems are user-friendly, technically reliable, and secure.
Key practical recommendations include:
- Simplifying system interfaces and workflows
- Improving system stability and response speed
- Strengthening data protection and privacy safeguards
- Providing training and continuous user support
The study also emphasizes the importance of a human-centered approach in mandatory digital services. Users need more than functional systems—they need systems that are easy to use and trustworthy.
In addition, communication plays a crucial role. Government institutions must clearly explain how user data is protected to reduce uncertainty and build trust.
On a broader level, the findings suggest that successful digital transformation in the public sector depends on everyday user experience. Even if a system is widely implemented, poor usability, low reliability, or security concerns can weaken true acceptance.
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