Implementation of E-Govqual and IPA Models in Evaluating the Quality of Online Licensing System Services

Danu Faisal Pangestu, Sawali Wahyu

Abstract


The online licensing information system website, hereinafter referred to as SIMPONIE, still faces a number of challenges as a transition from manual to digital system and has never been properly checked on the SIMPONIE website. This study aims to assess the good and bad level of SIMPONIE services using six e-govqual dimensions and provide advice based on the results of the Importance Performance Analysis (IPA) analysis. Research development on this method covers the wider scope of service quality. This study used a quantitative descriptive approach to collect data from 50 sample questionnaires and to carry out validity and reliability checks along with hypothesis testing and IPA quadrant analysis. According to the research results, 90.5% of the choices regarding service quality are influenced by factors of community support, function, and involvement as well as user convenience, reliability, and trust. With a gap value (GAP) of -0.75, there is a high priority scale for improvement in quadrant A, namely the license issuance function will be faster if it can be downloaded independently (RLB 2), the system often experiences errors or errors (FI 4) and live chat feature that needs improvement and human resource improvement. The implication of this research is that it can provide recommendations for improvements to improve the service quality of the online licensing system.

Full Text:

PDF

References


S. Zulfah, “Pengaruh Perkembangan Teknologi Informasi Lingkungan (Studi Kasus Kelurahan Siti Rejo I Medan),” Bul. Utama Tek., vol. 13, no. 2, p. 2, 2018, [Online]. Available: https://jurnal.uisu.ac.id/index.php/but/article/view/284

K. Ilmu and D. Kurniansyah, “Jurnal Politikom Indonesiana: Faktor-Faktor yang Mempengaruhi Pengembangan Teknologi Informasi Pemerintahan Desa (E-Gov) di Indonesia,” Ilmu Polit. dan Ilmu Komun., vol. 5, no. 1, pp. 155–174, 2020, [Online]. Available: https://journal.unsika.ac.id/index.php/politikomindonesianahttps://journal.unsika.ac.id/index.php/politikomindonesiana

Warjiyono, “Nalisis Implementasi E-Government Pemerintah Daerah Kab. Tegal Berdasarkan Framework Deloitte Dan Inpres No. 3 Tahun 2003,” vol. I, no. 1, pp. 22–31, 2013.

X. Papadomichelaki and G. Mentzas, “E-GovQual: A multiple-item scale for assessing e-government service quality,” Gov. Inf. Q., vol. 29, no. 1, pp. 98–109, 2012, doi: 10.1016/j.giq.2011.08.011.

J. A. Martilla and J. C. James, “Importance-performance analysis,” 1986.

A. R. Dani, D. Krisbiantoro, and A. Azis, “Evaluasi Kualitas Layanan Website SMA Negeri 1 Wangon Menggunakan Metode E- Govqual dan Importance Performance Analysis,” J. Tekno Kompak, vol. 16, no. 2, pp. 151–162, 2020, [Online]. Available: https://ejurnal.teknokrat.ac.id/index.php/teknokompak/article/view/1953%0Ahttps://ejurnal.teknokrat.ac.id/index.php/teknokompak/article/download/1953/953

T. M. Tamtelahitu, “Analisa Kualitas Website Info Covid-19 Provinsi Maluku Menggunakan Metode E-Govqual Dan Importance Performance Analysis,” JIPI (Jurnal Ilm. Penelit. dan Pembelajaran Inform., vol. 7, no. 2, pp. 574–582, 2022, doi: 10.29100/jipi.v7i2.2262.

G. S. Utomo, K. H. Titisari, and A. Wijayanti, “Pengaruh Kualitas E-Government Terhadap Kepuasan Pengguna E-Filing: Studi Kasus Wajib Pajak Di Surakarta,” J. Akunt. DAN BISNIS J. Progr. Stud. Akunt., vol. 6, no. 1, pp. 13–21, 2020, doi: 10.31289/jab.v6i1.2752.

M. S. Wong, N. Hideki, and P. George, “Penggunaan Importance-Performance Analysis (IPA) pada Mengevaluasi Layanan E-government Jepang,” J. Theor. Appl. Electron. Commer. Res., vol. 6, no. 2, pp. 17–30, 2011, doi: 10.4067/S0718-18762011000200003.

Algifari, Mengukur Kualitas Layanan dengan Indekss Kepuasan, Metode Importance Performnace Analysis (IPA) dan Model Kano, Revisi. Yogyakarta: FEBP, 2016.

Engel, “Metode Penelitian Deskriptif Kuantitatif,” Pap. Knowl. . Towar. a Media Hist. Doc., pp. 38–46, 2019.

A. D. Erliawan, “Pengaruh Motivasi Terhadap Kinerja Pegawai Melalui Disiplin Kerja Pada Pemerintah Kabupaten Jombang,” SIBATIK J. J. Ilm. Bid. …, vol. 1, no. 8, pp. 1331–1342, 2022, [Online]. Available: https://publish.ojs-indonesia.com/index.php/SIBATIK/article/view/170

Y. K. Ekasari, “Pencapaian Siswa (Analisis Deskriptif Pada Sma Negeri Di Kabupaten Purwakarta,” Ekon. Dan Bisnis, vol. 2, no. 1, pp. 125–143, 2018, [Online]. Available: http://stieb-perdanamandiri.ac.id/media/Jurnal/2018/10 JURNAL YULIANA EKA.pdf

F. R. Wilujeng, G. D. Rembulan, D. Andreas, and H. Tannady, “Meningkatkan Kepuasan Pelanggan pada Dua Bisnis E-Commerce Terbesar di Indonesia dengan Menggunakan Analisis Servqual dan IPA,” Pros. Semin. Nas. Sains dan Teknol., pp. 1–9, 2019.

A. Wijaya, Metode penelitian menggunakan smart PLS 03. Innosain, 2019. [Online]. Available: https://elibrary.bsi.ac.id/readbook/220111/metode-penelitian-menggunakan-smart-pls-03

imam Ghozali, Teknik dan aplikasi menggunakan program smartPLs 3.2.9 untuk penelitian empiris. Semarang, 2021.

Y. Yulianti, “Gap Analysis Dan Importance Performance Analysis (Ipa) Pada Program Studi Pendidikan Ekonomi,” J. Pendidik. Ekon., vol. 6, no. 2, pp. 122–133, 2017.




DOI: https://doi.org/10.32520/stmsi.v12i3.3149

Article Metrics

Abstract view : 217 times
PDF - 71 times

Refbacks

  • There are currently no refbacks.


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