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Assessing The Quality and Prioritize Improvements of E-government Using E-govqual and Importance Performance Analysis
Corresponding Author(s) : Beny Prasetyo
Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control,
Vol. 8, No. 2, May 2023
Abstract
The Gresik Regency Government in 2020 has made new innovations in the development of E-Government as a form of implementing Presidential Regulation Number 3 of 2003 Regarding National Policy and Strategy for E-Government Development. Through the launch of the Pelayanan Online Pendaftaran Administrasi Kependudukan Gresik (Poedak) managed by the Population and Civil Registration Service. Poedak service aims to make it easier for the people of Gresik Regency to take care of population files. This study uses the E-GovQual method to measure the extent to which the quality of Poedak services is based on what users perceive, and the IPA method maps attributes according to improvement priorities. This study showed that the average score on the performance level assessment on all E-GovQual variables had a score of 3.13. Then the average score on the importance assessment on all E-GovQual variables was 3.08. So that the value of the gap between performance and importance can be known by 0.05. The results of the conformity analysis between the performance level and the importance level have a conformity value of >100% which is 102%. Thus, the overall performance of the Poedak service is good and meets the expectations or interests of users. There are 4 attributes that are included in quadrant 1, namely the quadrant with the main priority scale, namely an adequate response format (FIAA2), providing timely service (RA2), loading speed time on the website (RA5), and ease of understanding information content (CAIA6).
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- A. Irawan, "Sistem pelayanan publik berbasis e-government pada pemerintah daerah kabupaten merauke," Societas : Jurnal Ilmu Administrasi & Sosial (Sinta 4). 7(1):20–37. , vol. https://sinta.kemdikbud.go.id/journals/profile/342, 2018. https://doi.org/10.35724/sjias.v7i01.967
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- Devega, "Langkah Menuju “100 Smart City”," 2017. [Online]. Available: https://www.kominfo.go.id/content/detail/11656/langkah-menuiu-100-smart-city/0/sorotan_media?TSPD_101_R0=088305a049ab2000736b0fe377ac52af46f041124940de66f02a996b1063af98e8a7f00c7347905f082d49623b143000e3e71939df4c829f2ad9b.
- E. Wahyono, "Kepastian hukum terhadap status privasi warga negara indonesia dalam sistem informasi administrasi kependudukan (siak)," 2018. [Online].
- Azmi, 2020. [Online]. Available: https://www.timesindonesia.co.id/read/news/296810/lewat-aplikasi-poedak-pengurusan-adminduk-di-gresik-kian-mudah.
- A. Hermanto , F. Mandita and S. Supangat, "Evaluasi usabilitas layanan sistem informasi akademik berdasarkan kombinasi servqual dan webqual studi kasus : siakad politeknik xyz.," Journal of Information Systems Engineering and Business Intelligence. 3(1):33, 2017. http://dx.doi.org/10.20473/jisebi.3.1.33-39
- e. Septa, "Analisis kualitas layanan e-government dengan pendekatan e-govqual modifikasi.," Jurnal Sistem Informasi Bisnis, 2019. https://doi.org/10.21456/vol9iss2pp157-164
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- X. Papadomichelaki and M. G, "E-govqual: a multiple-item scale for assessing e-government service quality," Government Information Quarterly., no. 29(1):98–109, 2012. https://doi.org/10.1016/j.giq.2011.08.011
- J. Martilla and J. J, "Importance-Performance Analysis: An Easily Applied Technique for Measuring Attribute Importance and Performance Can Further the Development of Effective Marketing Programs," Journal of Marketing, 1977. https://doi.org/10.1016/j.giq.2011.08.011
- S. Wahyudi and Testiana, "Evaluasi kepuasan pengguna terhadap sistem kualitas layanan metode kualitas pemerintah.," IT Journal Research and Development (ITJRD) (Sinta 3), vol. 6(2). , no. https://sinta.kemdikbud.go.id/journals/profile/3547, 2022. https://doi.org/10.25299/itjrd.2022.8198
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- B. Prasetyo and F. Adnan, "Evaluasi kualitas layanan electronic pendapatan asli daerah (e-pad) di banyuwangi.," Jurnal Tekno Kompak (Sinta 4)., vol. 16(1):83–96., no. https://sinta.kemdikbud.go.id/journals/profile/4532, 2020. https://doi.org/10.33365/jtk.v16i1.1857
- A. A. Prihatiningrum , "Analisa kualitas layanan aplikasi mobile banking pada nasabah bjb cabang tangerang menggunakan metode servqual.," Journal of Information System Research (JOSH) (Sinta 4)., vol. 3(4)., no. https://sinta.kemdikbud.go.id/journals/profile/8355, 2022.
- H. R. Oktaviani, S. Saifudin and R. E. Puspita, "Kualitas layanan sebagai strategi peningkatan kepuasan pengunjung perpustakaan. Pustabiblia:," Journal of Library and Information Science (Sinta 4)., vol. 3(2), no. https://sinta.kemdikbud.go.id/journals/profile/4511, p. 159–174., 2019. https://doi.org/10.18326/pustabiblia.v3i2.159-174
- A. Irawan and Komara, "Pengukuran tingkat kepuasan masyarakat terhadap pelayanan pemerintahan kecamatan katapang kabupaten bandung," Jurnal Inspirasi Bisnis Dan Manajemen (Sinta 3). 1(2):123., p. https://sinta.kemdikbud.go.id/journals/profile/5285, 2017.
- J. T. Nugraha, "E-government dan pelayanan publik (studi tentang elemen sukses pengembangan e-government di pemerintah kabupaten sleman)," Jurnal Komunikasi Dan Kajian Media, p. 2(1):32–42., 2018. http://dx.doi.org/10.31002/jkkm.v2i1.758
- Noveriyanto, "E-government sebagai layanan komunikasi pemerintah kota surabaya (studi kematangan e-government sebagai layanan komunikasi government to government, government to citizen, government to business)," Profetik: Jurnal Komunikasi., p. 11(1):37., 2018. https://doi.org/10.14421/pjk.v11i1.1371
- Singarimbun, Masri and S. Efendi, in Metode Penelitian Survey, Jakarta, 1995.
- F. Bakri, "Pengembangan modul fisika berbasis visual untuk sekolah menengah atas (sma).," Jurnal Penelitian & Pengembangan Pendidikan Fisika (Sinta 2)., p. 01(2):67–74. https://sinta.kemdikbud.go.id/journals/profile/1806, 2015.
- Sugiyono, in Metode Penelitian Pendidikan Pendekatan Kuantitatif, Bandung, Penerbit CV. Alfabeta., 2018.
- Abdilah, "Data Primer Dan Data Sekunder," pp. https://rumusrumus.com/data-primer-dan-data-sekunder/, 2021.
References
A. Irawan, "Sistem pelayanan publik berbasis e-government pada pemerintah daerah kabupaten merauke," Societas : Jurnal Ilmu Administrasi & Sosial (Sinta 4). 7(1):20–37. , vol. https://sinta.kemdikbud.go.id/journals/profile/342, 2018. https://doi.org/10.35724/sjias.v7i01.967
S. Zuhroh, "Implementasi e-government : dampaknya pada transparansi," Jurnal Riset Terapan Akuntansi (Sinta 4). 5(1):1–10., 2020. https://doi.org/10.5281/zenodo.4719373
M. Imran, "Optimalisasi smart city sebagai media komunikasi pembangunan di indonesia," Jurnal Komunikasi Pembangunan (Sinta 3). 17(1):81–85, 2019. https://doi.org/10.46937/17201926592
R. Rosandya, "Langkah Menuju 100 Smart City," 2017. [Online]. Available: https://www.smartcityindo.com/2021/01/langkah-menuju-100-smart-city.html.
Devega, "Langkah Menuju “100 Smart City”," 2017. [Online]. Available: https://www.kominfo.go.id/content/detail/11656/langkah-menuiu-100-smart-city/0/sorotan_media?TSPD_101_R0=088305a049ab2000736b0fe377ac52af46f041124940de66f02a996b1063af98e8a7f00c7347905f082d49623b143000e3e71939df4c829f2ad9b.
E. Wahyono, "Kepastian hukum terhadap status privasi warga negara indonesia dalam sistem informasi administrasi kependudukan (siak)," 2018. [Online].
Azmi, 2020. [Online]. Available: https://www.timesindonesia.co.id/read/news/296810/lewat-aplikasi-poedak-pengurusan-adminduk-di-gresik-kian-mudah.
A. Hermanto , F. Mandita and S. Supangat, "Evaluasi usabilitas layanan sistem informasi akademik berdasarkan kombinasi servqual dan webqual studi kasus : siakad politeknik xyz.," Journal of Information Systems Engineering and Business Intelligence. 3(1):33, 2017. http://dx.doi.org/10.20473/jisebi.3.1.33-39
e. Septa, "Analisis kualitas layanan e-government dengan pendekatan e-govqual modifikasi.," Jurnal Sistem Informasi Bisnis, 2019. https://doi.org/10.21456/vol9iss2pp157-164
A. Liani, Fikry and Hutajulu, "Analisa metode webqual 4.0 dan importance-performance analysis (ipa) pada kualitas situs detik.com.," Jurnal Ilmiah Merpati (Menara Penelitian Akademika Teknologi Informasi), vol. (Sinta 3). 8(1):34., no. https://sinta.kemdikbud.go.id/journals/?q=merpati, 2020. https://doi.org/10.24843/JIM.2020.v08.i01.p04
Y. Andre and K. G. Tileng, "Analisis kualitas website perpustakaan universitas ciputra surabaya menggunakan metode webqual 4.0 dan importance performance analysis (ipa). AITI," Jurnal Teknologi Informasi (Sinta 3)., vol. Volume 16:49–64., no. https://sinta.kemdikbud.go.id/journals/profile/7764, 2019. DOI 10.47065/josh.v3i4.1653
X. Papadomichelaki and M. G, "E-govqual: a multiple-item scale for assessing e-government service quality," Government Information Quarterly., no. 29(1):98–109, 2012. https://doi.org/10.1016/j.giq.2011.08.011
J. Martilla and J. J, "Importance-Performance Analysis: An Easily Applied Technique for Measuring Attribute Importance and Performance Can Further the Development of Effective Marketing Programs," Journal of Marketing, 1977. https://doi.org/10.1016/j.giq.2011.08.011
S. Wahyudi and Testiana, "Evaluasi kepuasan pengguna terhadap sistem kualitas layanan metode kualitas pemerintah.," IT Journal Research and Development (ITJRD) (Sinta 3), vol. 6(2). , no. https://sinta.kemdikbud.go.id/journals/profile/3547, 2022. https://doi.org/10.25299/itjrd.2022.8198
N. R. Jayanti, "Evaluasi implementasi e-government public service aduan konten menggunakan e-govqual , importance performance analysis dan heuristic evaluation ( studi kasus : kementerian komunikasi dan informatika, direktorat aptika).," Budapest International Research and Critics Institute-Journal (BIRCHI-Journal) (Sinta 2), no. https://sinta.kemdikbud.go.id/journals/profile/5986, p. 25950–25966., 2022. https://doi.org/10.33258/birci.v5i3.6640
B. Prasetyo and F. Adnan, "Evaluasi kualitas layanan electronic pendapatan asli daerah (e-pad) di banyuwangi.," Jurnal Tekno Kompak (Sinta 4)., vol. 16(1):83–96., no. https://sinta.kemdikbud.go.id/journals/profile/4532, 2020. https://doi.org/10.33365/jtk.v16i1.1857
A. A. Prihatiningrum , "Analisa kualitas layanan aplikasi mobile banking pada nasabah bjb cabang tangerang menggunakan metode servqual.," Journal of Information System Research (JOSH) (Sinta 4)., vol. 3(4)., no. https://sinta.kemdikbud.go.id/journals/profile/8355, 2022.
H. R. Oktaviani, S. Saifudin and R. E. Puspita, "Kualitas layanan sebagai strategi peningkatan kepuasan pengunjung perpustakaan. Pustabiblia:," Journal of Library and Information Science (Sinta 4)., vol. 3(2), no. https://sinta.kemdikbud.go.id/journals/profile/4511, p. 159–174., 2019. https://doi.org/10.18326/pustabiblia.v3i2.159-174
A. Irawan and Komara, "Pengukuran tingkat kepuasan masyarakat terhadap pelayanan pemerintahan kecamatan katapang kabupaten bandung," Jurnal Inspirasi Bisnis Dan Manajemen (Sinta 3). 1(2):123., p. https://sinta.kemdikbud.go.id/journals/profile/5285, 2017.
J. T. Nugraha, "E-government dan pelayanan publik (studi tentang elemen sukses pengembangan e-government di pemerintah kabupaten sleman)," Jurnal Komunikasi Dan Kajian Media, p. 2(1):32–42., 2018. http://dx.doi.org/10.31002/jkkm.v2i1.758
Noveriyanto, "E-government sebagai layanan komunikasi pemerintah kota surabaya (studi kematangan e-government sebagai layanan komunikasi government to government, government to citizen, government to business)," Profetik: Jurnal Komunikasi., p. 11(1):37., 2018. https://doi.org/10.14421/pjk.v11i1.1371
Singarimbun, Masri and S. Efendi, in Metode Penelitian Survey, Jakarta, 1995.
F. Bakri, "Pengembangan modul fisika berbasis visual untuk sekolah menengah atas (sma).," Jurnal Penelitian & Pengembangan Pendidikan Fisika (Sinta 2)., p. 01(2):67–74. https://sinta.kemdikbud.go.id/journals/profile/1806, 2015.
Sugiyono, in Metode Penelitian Pendidikan Pendekatan Kuantitatif, Bandung, Penerbit CV. Alfabeta., 2018.
Abdilah, "Data Primer Dan Data Sekunder," pp. https://rumusrumus.com/data-primer-dan-data-sekunder/, 2021.