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All Journal International Journal of Electrical and Computer Engineering Jurnal Edukasi dan Penelitian Informatika (JEPIN) Jurnal Sistem dan Informatika Journal of Information Systems Engineering and Business Intelligence Format : Jurnal Imiah Teknik Informatika Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Eksplora Informatika Jurnal Abdi Insani JUKI : Jurnal Komputer dan Informatika Jurnal Abdidas Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences International Journal Of Science, Technology & Management (IJSTM) Jurnal Locus Penelitian dan Pengabdian Jurnal Indonesia Sosial Sains Journal Research of Social Science, Economics, and Management Eduvest - Journal of Universal Studies Kohesi: Jurnal Sains dan Teknologi Jurnal Informatika: Jurnal Pengembangan IT Jurnal Pengabdian Masyarakat Nasional IPSSJ INOVTEK Polbeng - Seri Informatika
Fatonah, Nenden Siti
Esa Unggul University
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Evaluation of the Implementation of E-Government Public Service Aduan Konten Using E-Govqual, Importance Performance Analysis and Heuristic Evaluation (case study: Ministry of Communication and Information, APTIKA directorate) Nila Rusiardi Jayanti; Gerry Firmansyah; Nenden Siti Fatonah; Budi Tjahjono; Habibullah Akbar
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 3 (2022): Budapest International Research and Critics Institute August
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i3.6640

Abstract

In the current condition of society that is critical in responding to everything, more public services are needed professional, effective, simple, transparent, timely, responsive. Efforts to improve the quality of public services cannot be separated from service evaluation. In order to improve the quality of public services, the Directorate General of Informatics Applications of the Ministry of Communications and Informatics established the Public Service for Aduan konten at the Directorate of Information Application Control (PAI) as a pilot project. So to evaluate the quality of public services, a bureaucratic reform program is carried out at the PAI Directorate through efforts to develop a zone of territorial integrity free from corruption and a clean bureaucratic area to serve. One of the evaluations carried out is for measuring service performance as mandated in the Regulation of the Minister of Administrative Reform Number 14 of 2017 concerning the Community Satisfaction Survey (SKM) on the Implementation of Public Services. This study aims to determine the service quality of the Content Complaint website using the e-Govqual method, while the IPA and heuristic evaluations are to determine the attributes that are priorities for improving service quality, as recommendations to public service providers for Aduan konten. To assess the service quality of the content complaint website, 6 dimensions and 21 e-Govqual attributes are used. Of the 300 respondents who were used as research samples, this study shows the results of the analysis of the level of conformity of the 6 dimensions are 98.03% (<100%) meaning that the public services provided by the Aduan konten website are not satisfactory to users or still not in accordance with user expectations. The result of the average value of the gap between expectations and performance shows the number -0.05 or < 0. With this gap, it can be said that the quality of public service performance of Aduan konten perceived by the public still does not meet what is expected. Attributes that need improvement are those in quadrant A (3 attributes) and quadrant C (8 attributes). Recommendations are given based on the literature/theory for attributes that need to be improved to improve the quality of public services for Aduan konten.
Co-Authors Agustin, Yolanda Akbar, Habibullah Alvin Rayhan Arya Bintang Setiawan Asianto, Andriyanti Aulia, Anisa Bambang Jokonowo Budi Tjahjono Chastine Fatichah Dandy Pramana Hostiadi Diah Aryani Diah Aryani, Diah Dodo, La Dwi Pamungkas, Eric Emelia Akashah Patah Akhir Eva Hariyanti Fajar Astuti Hermawati Farhana, Sajida Fathan Ali, Dudy Gajah, Sulastri Gerry Firmansyah Handayani Tjandrasa Hani Dewi Ariessanti Haryoto, Iin Sahuri Irene Realyta Halldy Trosi Tangkawarow KHOIRUL ANAM Kusuma, Galih Adhi Leodionis Mangambali, Hermawan Ali Maulana, Syaban Mohammad Yazdi Pusadan Nila Rusiardi Jayanti Noviandi Noviandi Noviandi Noviandi, Noviandi Pamungkas, Ryan Tri Putri, Rani Aprillya Rahmawati, Wina Rosnanto, Imam Rosya, Ernalinda Sari, Yunita Maulidia Sarima Lumbansiantar Saruni Dwiasnati Sea, Rona Aulia Wangsa Setiaji, Willian Rossa Suhendry, Mohammad Roffi Syahrizal Dwi Putra Widodo, Agung Mulyo Widodo, Agung Mulyono Yusvita, Ferdania