SERVICE QUALITY ASSESSMENT OF E-SAMBAT APPLICATION USING E-GOVQUAL DIMENSION APPROACH A Case Study of Communication and Informatics Office Pasuruan
Universitas Islam Negeri Sunan Ampel Surabaya
Universitas Islam Negeri Sunan Ampel Surabaya
Universitas Islam Negeri Sunan Ampel Surabaya
DOI:
https://doi.org/10.56943/jmr.v2i2.310Technological developments facilitate state and regional authorities in providing public services through web and smartphone applications called e-Goverment. This application is also applied by the Communication and Informatics Service Pasuruan, that is the application of e-Sambat for its community. This research aims to provide an understanding of the quality of e-Sambat services based on the e-GovQual dimension approach, to find out the gap between e-Sambat service quality and the community's expectations in using the app properly, and to determine which items will be prioritized for immediate improvement in the e-Sambat app. This research method used a quantitative method with a descriptive approach that used questionnaires and books as research instruments. The method used to analyze the feasibility of applications using GAP and the Important Performance Analysis (IPA) method is used to analyze items that are prioritized for improvement. There were 445 respondents in this research. Based on the research results, the service quality of the e-Sambat app is highly feasible with a feasibility percentage value of 100%; the GAP of application performance and community expectations for the ease of use variable is 0.08; the trust variable is -0.04; the functionality of the interaction environment variable is 0.02; the reliability variable is -0.03; the content and appearance of information variable is 0.01; and the citizen support variable is 0.00. The overall average gap is 0.01, which means that the public is satisfied with the e-Sambat application service. There are six items that are prioritized for improvement, such as TR 1 (security of e-Sambat users' personal data), TR 6 (access control of e-Sambat users), RLB 1 (speed in downloading the e-Sambat form), CAI 7 (use of colors in the e-Sambat application), CAI 8 (graphics in the e-Sambat application), and CS 5 (user questions are responded quickly).
Keywords: e-Govqual Dimension Approach e-Government e-Sambat Service Quality Assessment
Amin, M. (2022). The Influence of Government Apparatus Competence and E-Government Policy Implementation on Improving Public Services at Department of Population and Civil Registration Ambon. IUS POSITUM (Journal of Law Theory and Law Enforcement), 1(2), 1–17. https://journal.jfpublisher.com/index.php/jlte/article/view/54
Arikunto, S. (2020). Prosedur Penelitian Sebagai Suatu Pendekatan Praktik. PT.Rineka Cipta.
Habibullah, A. (2021). Analisis Perbandingan Reva, Mva, Fva, Eva dan Altman Z-Score untuk mengukur Kinerja Keuangan Perusahaan pada Perusahaan Sektor Telekomunikasi yang terdaftar di BEI Periode 2015-2019. Universitas Panca Marga Probolinggo.
Hardani, Auliy, N. H., Andriani, H., Fardani, R. A., Ustiawaty, J., Utami, E. F., Sukmana, D. J., & Istiqomah, R. (2020). Metode penelitian kualitatif & kuantitatif. Pustaka Ilmu.
Hayat. (2017). Manajemen Pelayanan Publik (Cet 2). PT Raja Grafindo Persada.
Napitupulu, D. B. (2016). Kualitas Layanan e-Government (Sebuah Analisa di Pemkot X dengan Pendekatan e-GovQual dan IPA). Jurnal Penelitian Pos Dan Informatika, 6(2), 153. https://doi.org/10.17933/jppi.2016.060203
Nasution. (2017). Berbagai pendekatan dalam proses belajar & mengajar (kedelapan). Bumi Aksara.
Nautami, D. T., & Wahid, F. (2019). Penerapan Metode E-Govqual untuk Mengevaluasi Kualitas Layanan Aplikasi E-Filing oleh Wajib Pajak. Prosiding Seminar Nasional GEOTIK.
Nugraha, M. (2018). Manajemen Kelas dalam meningkatkan Proses Pembelajaran. Tarbawi: Jurnal Keilmuan Manajemen Pendidikan, 4(01), 27. https://doi.org/10.32678/tarbawi.v4i01.1769
Økland, A. (2015). Gap Analysis for Incorporating Sustainability in Project Management. Procedia Computer Science, 64, 103–109. https://doi.org/https://doi.org/10.1016/j.procs.2015.08.469
Prasetyo, B., Adnan, F., & Syahputra, R. A. (2022). Evaluasi Kualitas Layanan Electronic Pendapatan Asli Daerah (E-PAD) Di Kabupaten Banyuwangi Menggunakan Metode E-GovQual dan Importance Performance Analysis. Jurnal Tekno Kompak, 16(1), 83. https://doi.org/10.33365/jtk.v16i1.1857
Rahmawati, N. (2019). E-Government Dalam Pelayanan Kepegawaian (Studi Tentang Pelaksanaan Sistem Aplikasi Pelayanan Kepegawaian (Sapk) Dalam Hubungan Kerja Antara Badan Kepegawaian Negara Kantor Regional Ii Dengan Badan Kepegawaian Daerah Pemerintah Provinsi Jawa Timur. Universitas Airlangga.
Sahri, N. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Kantor Desa Alam Panjang Kecamatan Rumbio Jaya Kabupaten Kampar. Universitas Islam Negeri Sultan Syarif Kasim Riau.
Seruji. (2021). E-Sambat, Cara Gus Ipul Manfaatkan Teknologi Digital untuk Layani Warga Kota Pasuruan.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (2th Edition). CV. Alfabeta.
Suryadi. (2017). Manajemen mutu berbasis sekolah: konsep dan aplikasi. PT Sarana Panca Karya Nusa.
Suryantoro, B., & Kusdyana, Y. (2020). Analisis Kualitas Pelayanan Publik pada Politeknik Pelayaran Surabaya. Jurnal Baruna Horizon, 3(2), 223–229. https://doi.org/10.52310/jbhorizon.v3i2.42
Tajuddin, M., & Manan, A. (2017). Rancang Bangun Sistem Informasi Monitoring Satuan Kerja Dalam Rangka Good Governance. Jurnal Matrik, 15(1), 35. https://doi.org/10.30812/matrik.v15i1.31
Tan, S., & Taeihagh, A. (2020). Smart City Governance in Developing Countries: A Systematic Literature Review. Sustainability, 12(3), 899. https://doi.org/10.3390/su12030899
Wahono, R. A. (2018). Penerapan E-Govqual dalam Sistem Evaluasi Penilaian Kualitas Layanan E- goverment Pemerintah Kabupaten Malang. Universitas Jember.
Wijatmoko, T. E. (2020). E-Government Service Quality Using E-GovQual Dimensions Case Study Ministry of Law and Human Rights DIY. Proceeding International Conference on Science and Engineering, 213–219. https://doi.org/https://doi.org/10.14421/icse.v3.500
