The application of ICT in central and regional governments to cities in Indonesia seems to be the new face of the National bureaucracy, not least with digital public transportation services, Surabaya is a pilot application of smart cities because one of them implementing the Surabaya Smart Transportation System (SITS), this condition further strengthens that policy Public digital services are taken to make it easier for the public to monitor the crowd or the density of the highway, unfortunately, if you review the SITS comment column on Google Play, the negative sentiment is far big more than the positive sentiment. So, this study aims to capture the phenomenon of resistance by exploring the quality of information and system quality as predictors of public acceptance of the application of SITS. A result, empirically the quality of information and the quality of the system indirectly affect public acceptance of the application of SITS, as among the findings served that system quality is more dominant in influencing acceptance. So, it is highly recommended that the city government pays attention to the development of SITS applications based on system reliability.

Emotional factors in the use of technology have the potential to be studied, since the important role of user engagement in the information technology development cycle, emotional plays a role in influencing the relationship between consumers and service providers. Previous research has examined various emotional factors of a person in operating digital services through online sites, but it is necessary to find an empirical correlation between emotional variables and one's intention to reuse (IR) online services. This study aims to determine whether users' emotions affect their decision to reuse Government to Citizen (G2C) online tourism services in Indonesia through the HEART Metrics approach. Furthermore, this quantitative study distributed questionnaires using simple random sampling to respondents who had used online tourism. Then analyse 260 research data using the SEM-PLS method by running Warp-PLS 5.0. The findings of this study are among the 5 HEART Metrics factors, 3 of which affect IR, namely Engagement, Retention, and Task Success, while Happiness and Adoption empirically have no significant effect on IR. Our results show that to gain consumer engagement with online services, service providers must consider the emotional elements of the users so that service reuse goals can be achieved. Furthermore, this research can be considered as an alternative recommendation for online tourism service providers, as well as the findings of a new model proposed to contribute to similar research in the future.

E-governance practices and standardization of processes are significant factors affecting the per-formance of government organizations and undertakings in India. Customer is the backbone of any organization and customer satisfaction is the key for ensuring the success. Using a multiple-criteria decision analysis method named TOPSIS, we attempt to study the impact of e-governance practices on customer satisfaction of Maharashtra Housing and Area Development Authority (MHADA). The method determines the ranking and contribution of different elements in an attempt to determine a suitable strategy for every customer segment. Results show that cus-tomers belonging to Higher Income Group (HIG) and Middle Income Group (MIG) are more satisfied with the Online Mitra Service while the customers of Lower Income Group (LIG) and Economic Weaker Section (EWS) are more inclined towards Process Standardization. In order to remove bias and obtain fairly accurate results the data were collected through questionnaire from every customer segment.