Saputra, Rino Agus (2017) Penilaian Kualitas Layanan E-Government Dengan Pendekatan Dimensi E-Govqual Dan Importance Performance Analysis (IPA) (Studi Kasus Pada Pemerintah Provinsi Nusa Tenggara Barat). Sarjana thesis, Universitas Brawijaya.
Abstract
Provinsi Nusa Tenggara Barat menerapkan e-Government dengan membangun website sebagai media pelayanan publik. Nilai 40,2% untuk penilaian kurang baik diberikan kepada layanan website saat ini. Pelayanan publik harus dilakukan evaluasi secara berkala setiap satu tahun untuk optimalisasi layanan. Penelitian ini bertujuan untuk mengetahui kualitas layanan website Provinsi NTB menurut pengguna dengan menggunakan dimensi e-Govqual dan IPA, menentukan atribut yang menjadi prioritas perbaikan kualitas layanan berdasarkan hasil analisis IPA dan memberikan rekomendasi dari analisis atribut dimensi e-Govqual. Penelitian dilakukan pada website Provinsi NTB dengan alamat www.ntbprov.go.id selama bulan Maret 2017 sampai Juni 2017. Untuk menilai kualitas layanan website Provinsi NTB digunakan 5 dimensi dan 28 atribut e-Govqual. Dari 100 responden yang dijadikan sampel penelitian, hasil analisis IPA pada tingkat kesesuaian memiliki rata-rata nilai sebesar 85,22% dan nilai tingkat kesenjangan memiliki nilai GAP ≤ 0 yaitu -0,61, artinya kinerja dari layanan website belum dapat memenuhi harapan pengguna. Selanjutnya dari hasil analisis kuadran, didapatkan 4 atribut dengan prioritas utama dan 8 atribut dengan prioritas rendah untuk dilakukan perbaikan layanan. Rekomendasi diberikan berdasarkan literatur atau teori untuk atribut yang perlu dilakukan perbaikan demi meningkatkan kualitas layanan website.
English Abstract
West Nusa Tenggara Province has implementing e-Government by creating a website as a part of public service. Public gave a 40.2% rating for poor assessment to the current website service. Public services should be periodically evaluated for service optimization. The study aims to determine the quality of West Nusa Tenggara Province website services using the dimensions of e-Govqual and IPA, determine the priority attributes of service quality improvement based on the results of IPA analysis and give the recommendations from the e-Govqual dimension attribute analysis. The study was conducted on the West Nusa Tenggara Province website at www.ntbprov.go.id during March 2017 to June 2017. To assess the quality of the website service used 5 dimensions and 28 e-Govqual attributes. With the 100 respondents used as research samples, the results of IPA analysis on the level of conformity has an average value of 85.22% and value of the gap has a value of GAP ≤ 0 is -0.61, meaning the performance of the website service has not been able to meet user expectations. Furthermore, from the quadrant analysis, 4 attributes with main priority and 8 attributes with low priority for service improvement. Recommendations are given based on literature or theory for attributes that need to be improved in order to improve the quality of website services.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2017/637/051708149 |
| Uncontrolled Keywords: | e-Government, website, e-Govqual, IPA |
| Subjects: | 000 Computer science, information and general works > 004 Computer science > 004.6 Interfacing and communications > 004.67 Wide-area networks > 004.678 Internet |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 09 Oct 2017 04:14 |
| Last Modified: | 02 Dec 2020 14:29 |
| URI: | http://repository.ub.ac.id/id/eprint/3415 |
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