DIGITAL ACCESSIBILITY BARRIERS FOR PEOPLE WITH DISABILITIES IN PUBLIC SERVICE APPLICATIONS:
A CASE STUDY OF E-GOVERNMENT IMPLEMENTATION IN JAMBI CITY
Abstract
This study aims to identify digital accessibility barriers faced by people with disabilities in using public service applications in Jambi City. The method used is purposive sampling with questionnaires distributed to 150 respondents with disabilities. Qualitative data were obtained from various official documents, online media, journals, and other literature sources. Data analysis used SEMpls 3.0 and NVivo 12 Plus. The results show that the main barriers are the limitations of inclusive technological infrastructure, which account for nearly half of the total
identified problems, the lack of education and training in technology for people with disabilities, which account for nearly one-third of the total barriers, and the lack of awareness and attention from application developers and policymakers regarding the needs of people with disabilities, which account for more than a quarter of the total problems. Statistical analysis shows that community participation in the development and evaluation of digital services and data analysis of digital service users by people with disabilities are significant factors in the success of digital accessibility policies. Conversely, the existence and effectiveness of regulations and the available technological infrastructure do not show strong statistical significance. Therefore, increasing community participation and more in- depth data analysis related to digital service users by people with disabilities should be prioritized to ensure the success of digital accessibility policies in Jambi City .