Assessing User Satisfaction of Local Government Websites Through ISO 25010 and Technology Acceptance Model (TAM): A SmartPLS and IPMA-Based Study in Lombok Tengah

Abstract

Despite continued efforts to digitize public services, many local government websites in emerging contexts still underperform in delivering satisfactory user experiences. This study develops an integrated evaluation framework that combines the ISO 25010 software quality model with the Technology Acceptance Model (TAM) to jointly assess system quality and user acceptance. We analyzed survey data from 524 users in Lombok Tengah, Indonesia, using Partial Least Squares Structural Equation Modeling (PLS-SEM) and Importance Performance Map Analysis (IPMA). The results indicate that functional suitability, usability, and reliability significantly shape perceived usefulness, whereas reliability, security, and performance efficiency drive perceived ease of use. Both perceived usefulness and perceived ease of use positively influence user satisfaction and behavioral intention, with satisfaction emerging as the strongest predictor. IPMA highlights performance efficiency and security as priority areas for improvement. The study contributes to e-government literature by proposing a dual layer model that links system level attributes to user-level perceptions and outcomes, and by translating statistical effects into actionable priorities for local governments seeking to enhance the quality and adoption of digital public services in semi urban developing regions.