The Influence of SALAM Application Implementation on Public Value Creation through User Satisfaction as an Intervening Variable at KPPBC TMP A Marunda

Abstract

This study evaluates the impact of implementing e-government on public service, called Sistem Aplikasi Layanan Mandiri (SALAM application) at Customs and Excise Supervision and Services Office Type Madya Pabean (KPPBC TMP) A Marunda on Public Value creation through User Satisfaction. Integrating the DeLone & McLean Information Systems Success Model and Public Value Theory, this quantitative research analyzes 33 clean responses from active external stakeholders using PLS-SEM via SmartPLS 4. Empirical findings reveal that Service Quality is the strongest direct predictor of User Satisfaction, followed by System Quality, whereas Information Quality shows no significant effect. Furthermore, User Satisfaction significantly mediates the impacts of Service Quality and System Quality on Public Value. Practical recommendations emphasize optimizing system reliability, enforcing strict helpdesk Service Level Agreements, and expanding interactive digital features to enhance customs public service quality.