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Ainul Lailatul Rahmawati
Universitas Negeri Surabaya
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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Bahasa Inggris Inggris Ainul Lailatul Rahmawati; Trenda Aktiva Oktariyanda
International Journal Administration, Business & Organization Vol 7 No 2 (2026): IJABO
Publisher : Asosiasi Ahli Administrasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61242/ijabo.26.544

Abstract

This study aims to describe the quality of e-government services in improving public services through the East Java electronic public satisfaction survey application (SuKMa-e Jatim) in the East Java Provincial Government. This study employs the E-Government Quality Modification Theory (E-GovQual) proposed by Ari & Hanum, which includes Efficiency, Trust, Reliability, Citizen Support, and System Quality. The research methodology used is a descriptive qualitative approach. Data collection techniques include observation, interviews, and documentation, with data analysis using the Miles and Huberman model. The results of this study indicate that the quality of e-government in public satisfaction surveys through the SuKMa-e Jatim application is functioning well. The efficiency indicator has been well met. The trust indicator has been well met, but there is still some concern among the public regarding personal data, particularly the entry of phone numbers. The reliability indicator has been well achieved, but improvements are still needed in the system to address overlapping data. The criteria for public support have been well realized, but there is still a need for evaluation and improvement in the feedback column of the application, as the public prefers to use social media for feedback. The criteria for system quality are already quite good, but there is still a need for improvements in the system to optimize e-government services through the SuKMa-e Jatim application.
Co-Authors Trenda Aktiva Oktariyanda