3.4.1 Overall performance
In order to examine interviewee’s though about overall performance of E-custom system before and after-use, the question was designed that covers two criteria: Efficiency and Satisfaction (William & Ephraim, 1992). After answering related questions, all items were measured using a 7-point Likert-type scale (ranging from 1=strongly disagree to 7=strongly agree) to present the overall perceptions that the question item was attempting to explore. Details are shown in Table 3-2.
Table 3.2: Interview questions item for the performance of E-custom system
Construct Item Reference
Adoption Regarding Before- and After-use, can you talk about why and how you adopt E-custom?
William and Ephraim (1992) Efficiency
Before (after) using the E-custom, please talk about how many days in average you can get the permission document from the time you submit the application?
William and Ephraim (1992)
Satisfaction
Do you have any particular thoughts about the application operations, such as
(1) Time to get response?
(2) How many times back and forth?
(3) Is there any operation that is mostly time consuming or efficient? Why?
(4) How do you feel about the service?
(5) Any others?
William and Ephraim (1992)
3.4.2 System Quality
The study of Gorla et al. (2010) figured out Flexibility and Sophistication are two indicators to measure System Quality. Based on that research, a list of questions was made with some modifications to examine the interviewee’s thoughts about System Quality of E-custom. After answering related questions, all items were measured using a 7-point Likert-type scale (ranging from 1=strongly disagree to 7=strongly agree) for subjects to present their overall degree of thought for the question item. Details are shown in Table 3-3.
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Table 3.3: Interview questions item for the System Quality
Construct Item Reference
Flexibility
Before (after) using the E-custom, can you talk about the processes of permission document application system, such as
(1) Is there always people for you to ask for help?
(2) Are the processes flexible?
(3) Is it easy to make changes for the applications? Why or why not?
(Gorla et al., 2010)
Sophistication
Before (after) using the E-custom, can you talk about the system of permission document application, such as (1) Is it easy to learn how to apply?
(2) Are the application forms easy to use?
(3) Are the operations well-integrated? Why or why not?
(Gorla et al., 2010)
3.4.3 Information Quality
Information Quality refers to the quality of information generated by an information system (William & Ephraim, 2003), which can be describe in format and contents to evaluate the organization merits (Gorla et al., 2010). Adapting from the research of (Gorla et al., 2010) and (William & Ephraim, 2003), 7 questions to measure Information Quality. After answering related questions, all items were measured using a 7-point Likert-type scale (ranging from 1=strongly disagree to 7=strongly agree) for subjects to present their overall degree of thought for the question item. Details are shown in Table 3-4.
Table 3.4: Interview questions item for the Information Quality
Construct Item Reference
Contents Before (after) using the E-custom, can you talk about the data contents for permission document application, such as
Format Before (after) using the E-custom, can you talk about the data format for permission document application, such as
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3.4.4 Service Quality
Adapting from the researches of (Pitt et al., 1995), the measurements of Service Quality in E-custom list in table below. After answering related questions, all items were measured using a 7-point Likert-type scale (ranging from 1=strongly disagree to 7=strongly agree) for subjects to present their overall degree of thought for the question item. Details are shown in Table 3-5.
Table 3.5: Interview questions item for the Information Quality
Construct Item Reference
Reliability Before (after) using the E-custom, can you talk about how reliable the service of permission document application is, such as
(1) When government staff promise to do something by a certain time, do they do so? Why or why not?
(2) Whenever questions, government staff are sincerely willing to help?
(3) Is the application dependable?
(4) Do government staff insist on no errors in any application? Why or why not?
(Pitt et al., 1995)
Responsiveness Before (after) using the E-custom, can you talk about how responsive the service of permission document application is, such as
(1) Do government staff tell applicants exactly when services will be performed?
(2) Do government staff give prompt service to applicants?
(3) Are government staff always willing to help applicants?
(4) Are government staff never too busy to respond to applicants’ requests
(Pitt et al., 1995)
Assurance Before (after) using the E-custom, can you talk about how confident with the service of permission document application is, such as
(1) Are government staff consistently courteous with applicants?
Empathy Before (after) using the E-custom, can you talk about how empathy the service of permission document application is, such as
(1) Do government staff give individual attention?
(2) Do government staff have operating hours conveniently to all participants?
(3) Do you feel warm with the services government staff give to you?
(4) Do government staff specifically understand what
(Pitt et al., 1995)
22 applicants need?
Tangibility (Before-use only)
Before using the E-custom, can you talk about environment of the bureau of custom, such as
(1) Is the interior of bureau building clean and neat?
(2) Are government staff and officers well dressed?
(3) Are the stationeries useful and easy to use?
(4) Are the space well-guided?
(5) Are government staff and officers polite and dedicated?
(Pitt et al., 1995)