ILKOM Jurnal Ilmiah Vol. 15, No. 1, April 2023, pp. 144-152 Accredited 2 nd by RISTEKBRIN No. 200/M/KPT/2020; E-ISSN 2548-7779 | P-ISSN 2087-1716 http://dx.doi.org/10.33096/ilkom.v15i1.1284.144-152 144 The Satisfaction Level Analysis of the SIKOJA Application’s Users in Jambi City during the COVID-19 Pandemic Dodi Al Vayed a,1,* ; Ulung Pribadi a,2 ; Riri Maria Fatriani b,3 a University of Muhammadiyah Yogyakarta, Jl. Brawijaya, Yogyakarta, 55183, Indonesia b Jambi University, Jambi - Muara Bulian No.KM. 15, Jambi,, Indonesia 1 Dodi.vayed@gmail.com; 2 ulun Pribadi2@gmail.com; 3 ririmariafatriani@unja.ac.id *Coresponding Author; Article history: Received August 09, 2022; Revised October 11, 2022; Accepted December 26, 2022; Available online April 07, 2023 Keywords: Satisfaction; Application Usage; SIKOJA, COVID-19 Pandemic. Introduction At the beginning of 2020, the world was shocked by the COVID-19 pandemic, causing a lot of changes in many countries, especially regarding policy arrangements and services to the community[1] The COVID-19 pandemic has been worrying for its rapid spread, so the government must find right strategies in dealing with it[2]. The development of technology can also change the paradigm of government and public services to become transparent and flexible, which was previously rigid. This impacted organizational cultures and accelerated government bureaucratic transformation, especially in the COVID-19 pandemic time[3]. In addition, the COVID-19 pandemic also impacted the increasing number of requests for integrated and fast public services, one of which was a surge in demand for essential goods, especially the need for health equipment. The closed industries were demanded to be reopened with the strategy taken by the government and the availability of optimal public services to the community in the COVID- 19 pandemic crisis. Also at the pandemic time, the government was challenged to find out an effective strategy in Smart City in order to make it easier for people to carry out safe activities [4]. At this time, there are still many services provided by institutions in Indonesia that have not offered maximum benefit during the pandemic. Quoted from mediaindonesia.com, OMBUDSMAN of the Republic of Indonesia (ORI) revealed that the Quality of government public services was currently getting lower. In addition, during the COVID- 19 pandemic many problems and obstacles still occurred in public services [5]. Therefore, the public service system in the government must be improved. Local governments are required to strive to be able to provide high quality public services continuously[6]. However, according to a quote from ombudsman.com in TEMPO.CO, Jakarta, Tuesday, July 30, 2020-Ombudsman member Ninik Rahayu said that local governments are the most complained organizations by the public regarding their poor public services[7]. The Jambi City Government is no exception, and the mass media report many public service complaints. Both conventionally and electronically (EService Quality)[8]. Research Article Open Access (CC–BY-SA) Abstract The purpose of this study was to prove the researcher's hypothesis, which was related to the satisfaction level analysis of the SIKOJA application’s users in Jambi City during the COVID-19 pandemic. Discussing the use of applications in the era of the COVID-19 pandemic. Optimal use of Information and Communication Technology resources allows the government to implement new ways of running information services to the fullest. This study used quantitative methods with data sources from questionnaires via google form with 93 respondents. Data management was carried out using SEM-pls. This study used the PICIES Framework theory to determine the factors that influenced people in using SIKOJA sensitive applications. The measured variables were performance, efficiency, information, service, and control. The results of this study indicated that the value of R square was .738, the satisfaction level of using the application was 73.8%, which the R-square identified was in the medium category. Variables that influenced users of the Jambi City SIKOJA application were performance, efficiency, information, service, and control.