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All Journal JDP (Jurnal Dinamika Pemerintahan)
Muradi
Universitas Padjadjaran
Humanities Social Sciences

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IMPLEMENTASI E-GOVQUAL DALAM MENGUKUR KEPUASAN PELAYANAN DIGITAL APLIKASI M-PASPOR DENGAN PENDEKATAN IPA DAN CSI DI KANTOR IMIGRASI JAKARTA TIMUR Yilmaz Omar Sebastian; Muradi; Agus Taryana
T JDP (JURNAL DINAMIKA PEMERINTAHAN) Vol 9 No 02 (2026): Agustus 2026
Publisher : LPPM Universitas Abdurrab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36341/jdp.v9i02.8517

Abstract

This study aims to measure user satisfaction with digital public services delivered through the M-Paspor application at the Class I Immigration Office TPI East Jakarta using the E-Government Service Quality (E-GovQual) model, supported by the Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI) approaches. The research was motivated by negative public sentiment toward the M-Paspor application, as reflected in user reviews on Google Play Store and Apple App Store. A quantitative descriptive method was employed by distributing an online questionnaire to 100 M-Paspor users selected through accidental sampling based on Cochran’s formula. The findings indicate that overall user satisfaction falls within the satisfactory category, with a CSI score of 80.85%. The IPA results reveal that one service attribute is classified as a high-priority area for improvement (Quadrant I), ten attributes are performing well and should be maintained (Quadrant II), seven attributes are considered low priority (Quadrant III), and two attributes indicate excessive performance (Quadrant IV). Overall, the M-Paspor application has met users’ expectations. However, improvements are still needed in application navigation, information presentation, integrated support services, and personal data security to further enhance the quality of digital public services.
Co-Authors Agus Taryana Yilmaz Omar Sebastian