Abstract:

Since 2008, the Indonesian government, through Presidential Regulation number 10 of 2008, has created a portal intended to regulate the use of electronic systems to handle customs and licensing documents relating to export and import activities within the framework of the Indonesia National Single Window (INSW). This research empirically aims to observe the perspective of citizens in assessing the critical success factors of the Indonesian National Single Window (INSW) portal by developing the DeLone and McLean (2003) information systems success model. The model developed adopts constructs of information quality, system quality, service quality, use, satisfaction, and net benefits. Respondents in this study were 120 customs service users who used the INSW portal. The results of the direct effect test indicate that: information quality has a positive influence on use, information quality has a positive influence on satisfaction, system quality has a positive influence on satisfaction, and service quality has a positive influence on satisfaction. Meanwhile, the findings of the indirect effect test revealed that information quality, system quality, and service quality have a positive influence on net benefits with mediator variable of satisfaction, respectively.