The Citizens' Satisfaction on Service Quality of Mobile Government  (Case Study : Wargaku Surabaya Application)

Lisa Sophia Yuliantini; Eko Priyo Purnomo

doi:10.22219/kinetik.v9i1.1884

Issue

Vol. 9, No. 1, February 2024

Issue Published : Feb 28, 2024

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

The Citizens' Satisfaction on Service Quality of Mobile Government (Case Study : Wargaku Surabaya Application)

https://doi.org/10.22219/kinetik.v9i1.1884

Lisa Sophia Yuliantini

Universitas Muhammadiyah Yogyakarta

Eko Priyo Purnomo

Universitas Muhammadiyah Yogyakarta

Corresponding Author(s) : Lisa Sophia Yuliantini

lisa.sophia.psc22@mail.umy.ac.id

Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control, Vol. 9, No. 1, February 2024
Article Published : Feb 28, 2024

Abstract

This research aims to analyze the citizens’ satisfaction with the service quality of a mobile Government application named WargaKu Surabaya, by using the Mobile Government Service Quality (SQ-mGov) measurement involving four indicators, namely connectivity, interactivity, authenticity, and understandability. The research method used was quantitative using SmartPLS version 0.3 software with primary data sources in the form of questionnaires totaling 100 respondents. This research is interesting because it discusses citizens’ satisfaction with the quality of government services using parameters for measuring the quality of mobile government services. The research results show that the connectivity and understandability influence the citizens’ satisfaction with the service quality of WargaKu Surabaya application. However, the interactivity and authenticity do not affect the citizens’ satisfaction on WargaKu Surabaya application. The practical implications of this research can be used as an input for the government to improve the quality of mobile government services, particularly WargaKu Surabaya application, with the hope that as the service quality mobile Government increases, the citizens’ satisfaction will also improve.

Keywords

Mobile Government Satisfaction Service Quality WargaKu Surabaya Application

Yuliantini, L. S., & Purnomo, E. P. (2024). The Citizens’ Satisfaction on Service Quality of Mobile Government (Case Study : Wargaku Surabaya Application). Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control, 9(1), 89-100. https://doi.org/10.22219/kinetik.v9i1.1884

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References

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B. Noveriyanto, L. C. Nisa, A. S. Bahtiar, S. Sahri, and I. Irwansyah, “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 J. Komun., vol. 11, no. 1, p. 37, 2018. https://doi.org/10.14421/pjk.v11i1.1371
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R. Alifa, A. Mustofa, and I. D. Pramudiana, “Community Participation Through The Wargaku Application Complaint Media in The City of Surabaya,” JKMP (Jurnal Kebijak. dan Manaj. Publik), vol. 11, no. 2, pp. 69–77, 2023. https://doi.org/10.21070/jkmp.v11i2.1756
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S. E. R. Putri Gunawan and D. Hertati, “Inovasi Pelayanan Pengaduan Masyarakat Melalui Aplikasi Wargaku Berbasis Android di Dinas Komunikasi dan Informatika Kota Surabaya,” J. Ilm. Univ. Batanghari Jambi, vol. 22, no. 3, p. 1360, Oct. 2022. http://dx.doi.org/10.33087/jiubj.v22i3.2462
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L. S. Yuliantini, A. Nurmandi, Misran, and D. Subekti, “Analysis of Service Quality Mobile Government on the PeduliLindungi,” in HCI International 2023 Posters. HCII 2023. Communications in Computer and Information Science, 2023, pp. 306–313.
M. A. Shareef, Y. K. Dwivedi, T. Stamati, and M. D. Williams, “SQ mGov: A Comprehensive Service-Quality Paradigm for Mobile Government,” Inf. Syst. Manag., vol. 31, no. 2, pp. 126–142, 2014. https://doi.org/10.1080/10580530.2014.890432
Sugiyono, Metode penelitian kuantitatif kualitatif dan R dan D, 2nd ed. Bandung: Afabeta, 2021.
A. Willy and J. Hartono, Partial least square (PLS) : alternatif structural equation modeling (SEM) dalam penelitian bisnis. Yogyakarta: Andi Offset, 2015.
O. Alshamsi, A. Ameen, M. Nusari, A. E. Abuelhassan, and A. Bhumic, “Towards a better understanding of relationship between Dubai smart government characteristics and organizational performance,” Int. J. Recent Technol. Eng., vol. 8, no. 2 Special Issue 10, pp. 310–318, 2019. https://doi.org/10.35940/ijrte.B1052.0982S1019
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H. B. Pangarsa, “Implementasi Kebijakan Peraturan Walikota Surabaya Nomor 58 TAHUN 2019 Tentang Tata Cara Pengumpulan, Pengolahan, Pemanfaatan, dan Pelaporan Data Masyarakat Berpenghasilan Rendah,” J. Apl. Adm., vol. 24, no. 1, pp. 34–52, 2021.
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M. A. Fatwa, “Analisis Perilaku Pengguna Mobile Application Di Kota Surabaya Menggunakan Metode UTAUT Studi Kasus: Aplikasi WargaKu Surabaya,” Universitas Pembangunan Nasional “Veteran” Jawa Timur, 2023.

References

R. Baharuddin, D. Singh, and R. Razali, “Usability dimensions for mobile applications-a review,” Res. J. Appl. Sci. Eng. Technol., vol. 5, no. 6, pp. 2225–2231, 2013. http://dx.doi.org/10.19026/rjaset.5.4776

H. O. Al-Sakran and M. A. Alsudairi, “Usability and Accessibility Assessment of Saudi Arabia Mobile E-Government Websites,” IEEE Access, vol. 9, pp. 48254–48275, 2021. https://doi.org/10.1109/ACCESS.2021.3068917

A. J. Desmal, M. Khalit Othman, and S. Hamid, “The Uniqueness of Mobile Government Service Quality: A Review on Quality Drivers,” 2021. http://dx.doi.org/10.1109/IC2SE52832.2021.9791955

M. Alzahrani, A. Murshed, and M. Khayyat, “The Role of M-Government Application in the Saudi Health Sector in Light of the COVID-19 Pandemic: A Review,” TEM J., vol. 11, no. 2, pp. 731–740, 2022. https://doi.org/10.18421/TEM112-29

D. R. de Almeida, “Civil society representation and digital accountability in Brazilian participatory institutions,” J. Chinese Gov., vol. 6, no. 1, pp. 81–109, 2021. https://doi.org/10.1080/23812346.2020.1721956

G. Eibl, T. Lampoltshammer, and L. Temple, “Towards Identifying Factors Influencing Mobile Government Adoption: An Exploratory Literature Review,” eJournal eDemocracy Open Gov., vol. 14, no. 1, pp. 1–18, 2022. https://doi.org/10.29379/jedem.v14i1.693

K. M. Alomari, H. O. Mbaidin, R. S. Al Jbour, and S. R. Allahawiah, “the Impact of Quality Mobile E-Governement Servicis on Service Usage: the Mediating Role Citizen’S Satisfaction,” J. Theor. Appl. Inf. Technol., vol. 100, no. 24, pp. 7222–7232, 2022.

A. J. Desmal, S. Hamid, M. K. Othman, and A. Zolait, “A citizens satisfaction model for mobile government services: a literature review,” PeerJ Comput. Sci., vol. 8, p. e1074, Aug. 2022. https://doi.org/10.7717/peerj-cs.1074

A. R. Sudrajat, “Analysis of Indonesian Public Service Issues in The New Era Based on Public Administration Perspective,” Int. J. Soc. Serv. Res., vol. 03, no. 01, pp. 22–29, 2023.

M. F. D. Samudera and V. I. Pertiwi, “Inovasi Pelayanan Publik Melalui Jamsostek Mobile (JMO) (Studi Kasus di BPJS Ketenagakerjaan Cabang Rungkut Kota Surabaya),” JPAP J. Penelit. Adm. Publik, vol. 8, no. 1, pp. 152–172, 2022. https://doi.org/10.30996/jpap.v8i1.6617

T. A. Cahyono and T. D. Susanto, “Acceptance factors and user design of mobile e-government website (Study case e-government website in Indonesia),” Procedia Comput. Sci., vol. 161, pp. 90–98, 2019. https://doi.org/10.1016/j.procs.2019.11.103

D. Ayu Megawaty, “Aplikasi Smart Village Dalam Penerapan Goverment To Citizen Berbasis Mobile Pada Kelurahan Candimas Natar,” J. Inform. dan Rekayasa Perangkat Lunak, vol. 3, no. 2, pp. 226–235, 2022.

B. Noveriyanto, L. C. Nisa, A. S. Bahtiar, S. Sahri, and I. Irwansyah, “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 J. Komun., vol. 11, no. 1, p. 37, 2018. https://doi.org/10.14421/pjk.v11i1.1371

D. Z. E. Hasanuddin, “Kota Cerdas Untuk Siapa? Studi Kasus Kanal Partisipasi Warga Medan, Jakarta, dan Surabaya,” J. Pembang. Wil. Kota, vol. 17, no. 2, pp. 214–229, 2021. https://doi.org/10.14710/pwk.v17i2.36541

R. Hidayati, “Upaya Pemerintah Kota Surabaya Dalam Meningkatkan Partisipasi Masyarakat Melalui Media Center Surabaya Sebagai Wujud Good Governance,” Kaji. Moral dan Kewarganegaraan, vol. 10, no. 2018, pp. 824–841, 2022.

D. Hertati, “Improving the Quality of Public Services through Innovation of Online Complaints Based on the Wargaku Application,” J. La Soc., vol. 4, no. 3, pp. 97–102, Oct. 2023. https://doi.org/10.37899/journal-la-sociale.v4i3.831

R. Bramasta and S. Promono, “Implementasi Program Layanan Masyarakat Melalui Aplikasi ‘ WargaKu ’ di Kota Surabaya,” Soetomo Asministrasi Publik, vol. 1, no. 1, pp. 47–60, 2023.

R. Alifa, A. Mustofa, and I. D. Pramudiana, “Community Participation Through The Wargaku Application Complaint Media in The City of Surabaya,” JKMP (Jurnal Kebijak. dan Manaj. Publik), vol. 11, no. 2, pp. 69–77, 2023. https://doi.org/10.21070/jkmp.v11i2.1756

I. P. A. May and E. H. Fanida, “Analisis Efektifitas Aplikasi Wargaku Surabaya dalam Menunjang Pelayanan Publik Masyarakat Kota Surabaya,” Publika, vol. 11, no. 1, pp. 1553–1568, 2022.

S. E. R. Putri Gunawan and D. Hertati, “Inovasi Pelayanan Pengaduan Masyarakat Melalui Aplikasi Wargaku Berbasis Android di Dinas Komunikasi dan Informatika Kota Surabaya,” J. Ilm. Univ. Batanghari Jambi, vol. 22, no. 3, p. 1360, Oct. 2022. http://dx.doi.org/10.33087/jiubj.v22i3.2462

Asha and A. Dharmawan, “Cyber Public Relations Pada Aplikasi Pengaduan Wargaku Dalam Pelayanan Publik Di Kota Surabaya Asha Awang Dharmawan Abstrak,” Commer., vol. 6, pp. 16–22, 2023.

L. S. Yuliantini, A. Nurmandi, Misran, and D. Subekti, “Analysis of Service Quality Mobile Government on the PeduliLindungi,” in HCI International 2023 Posters. HCII 2023. Communications in Computer and Information Science, 2023, pp. 306–313.

M. A. Shareef, Y. K. Dwivedi, T. Stamati, and M. D. Williams, “SQ mGov: A Comprehensive Service-Quality Paradigm for Mobile Government,” Inf. Syst. Manag., vol. 31, no. 2, pp. 126–142, 2014. https://doi.org/10.1080/10580530.2014.890432

Sugiyono, Metode penelitian kuantitatif kualitatif dan R dan D, 2nd ed. Bandung: Afabeta, 2021.

A. Willy and J. Hartono, Partial least square (PLS) : alternatif structural equation modeling (SEM) dalam penelitian bisnis. Yogyakarta: Andi Offset, 2015.

O. Alshamsi, A. Ameen, M. Nusari, A. E. Abuelhassan, and A. Bhumic, “Towards a better understanding of relationship between Dubai smart government characteristics and organizational performance,” Int. J. Recent Technol. Eng., vol. 8, no. 2 Special Issue 10, pp. 310–318, 2019. https://doi.org/10.35940/ijrte.B1052.0982S1019

H. Latan and I. Ghozali, Partial Least Squares: Konsep, Teknik dan Aplikasi SmartPLS 3.0 untuk Penelitian Empiris, 2nd ed. Badan Penerbit Universitas Diponegoro, 2015.

H. B. Pangarsa, “Implementasi Kebijakan Peraturan Walikota Surabaya Nomor 58 TAHUN 2019 Tentang Tata Cara Pengumpulan, Pengolahan, Pemanfaatan, dan Pelaporan Data Masyarakat Berpenghasilan Rendah,” J. Apl. Adm., vol. 24, no. 1, pp. 34–52, 2021.

R. A. Allifiyah and A. Prastyawan, “Implementasi Kebijakan Pengaduan Masyarakat Melalui Aplikasi WargaKu Surabaya ( Studi Kasus : Dinas Komunikasi dan Informatika Kota Surabaya ) Implementation Of Public Complaints Policy Through the Surabaya WargaKu Application ( Case Study : Surabaya City,” vol. 1, pp. 574–586, 2023.

M. A. Fatwa, “Analisis Perilaku Pengguna Mobile Application Di Kota Surabaya Menggunakan Metode UTAUT Studi Kasus: Aplikasi WargaKu Surabaya,” Universitas Pembangunan Nasional “Veteran” Jawa Timur, 2023.