Potential Impact of Social Media to Support Government Services in Jakarta Smart City

The purpose of this initiative is to ensure that citizens use social media to access information about the state of the city. Social media application offers benefits in the form of a channel of communication between the community and the government or the group that has public interest. Through this application, the public could channel complaints about public services. Perception becomes the important key for this condition because user action is determined by their perception toward the government e-services. The result of standard measurement for customer satisfaction on government organization is used to help find the weakness of the service and correct it. The interface is made to be more user-friendly to ensure the effective service. So, it is necessary to develop the system continuously. Perceived quality is one of the important determinants of the success of social media application, therefore needs identification of the user's perception and expectations and involving becomes the key to success besides the good quality that will increase the trust and satisfaction of users. Evaluation of social media applications is needed so that it can provide recommendations to the provincial government of DKI Jakarta related to what things can be done to improve community service.