The Determinant Factors in Using E-Samsat Services on Motorized Vehicle Tax Payment in East Java, Indonesia


  • Rita Ambarwati Universitas Muhammadiyah Sidoarjo
  • Mudji Astuti Universitas Muhammadiyah Sidoarjo
  • Rohman Dijaya Universitas Muhammadiyah Sidoarjo
  • Retna Fetty Idamayanti Institut Teknologi Sepuluh Nopember Surabaya



and intention to use internet banking, e-Samsat services, motorized vehicle tax payment


E-Samsat offers the service regarding motorized vehicle tax payment online. Still, in its implementation, it does not have many users. It is due to the community's lack of awareness and the advantages that it can offer. The research aimed to analyze the determinant factors in using the e-Samsat service in East Java. The effects of each variable (trust, awareness, ease of use, and intention to use) on each other were examined. The research was conducted at Samsat joint office in Surabaya because it was the area with the largest motorized vehicle in East Java. The research applied a quantitative approach. There were 200 respondents who were users of the service. They were selected using the cross-section technique through questionnaires. Then, data analysis used the Partial Least Square Structural Equation Modeling (PLS-SEM) approach. Data analysis results indicate that almost all hypotheses are acceptable and have a significant effect on each other. However, trust does not have a significant effect on the intention to use. The analysis of these factors can be recommended to increase the acceptance of e-Samsat services in East Java. The research can help the government to make decisions related to e-government, create technological innovations that facilitate payments, and improve e-Samsat services quality.

Author Biographies

Rita Ambarwati, Universitas Muhammadiyah Sidoarjo

Deparment Magister Management

Faculty of Business Law Social Science

Focus Research: Marketing and Management Industry

Mudji Astuti, Universitas Muhammadiyah Sidoarjo

Master of Management, Faculty of Bussines Law and Social Science

Rohman Dijaya, Universitas Muhammadiyah Sidoarjo

Computer Science, Faculty of Science and Technology

Retna Fetty Idamayanti, Institut Teknologi Sepuluh Nopember Surabaya

Master of Management of Technology


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