@inproceedings{30750a3669e1482891d3a0e0d3c9ea81,
title = "Inhibiting factors of Service Level Agreement (SLA) adoption in Government to Citizen (G2C) services: A case of Indonesia",
abstract = "To guarantee the quality of service towards citizens, government agencies have performed the implementation of Service Level Agreement (SLA) in their e-Government services. The fact in some countries applying SLA showed that there was an increase in the quality of service. In Indonesia, however, the implementation of SLA on e-Government (G2C) services is still relatively low, thus this study aims to determine the inhibiting factors in the adoption of SLA in Indonesia using DEMATEL model. Nine initial inhibiting factors were obtained from the literature review. Then, questionnaires based on DEMATEL model were designed and distributed to each echelon 2 unit that manages e-government in 32 government institutions. Ten institutions filled and returned the questionnaires. The results showed the lack of leadership support is the prime inhibiting factor in the adoption of SLA in Indonesia.",
keywords = "DEMATEL, G2C, SLA, Service Level Agreement, adoption, e-government, inhibiting factors, services",
author = "Reta, {M. Y.G.G.} and Hidayanto, {Achmad Nizar} and Sandhyaduhita, {Puspa Indahati} and Nazief, {Bobby Achirul Awal}",
note = "Publisher Copyright: {\textcopyright} 2016 IEEE.; 8th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2016 ; Conference date: 15-10-2016 Through 16-10-2016",
year = "2017",
month = mar,
day = "6",
doi = "10.1109/ICACSIS.2016.7872800",
language = "English",
series = "2016 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2016",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "277--282",
booktitle = "2016 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2016",
address = "United States",
}