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All Journal Jurnal IPTEK INTEGER: Journal of Information Technology JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI Prosiding Seminar Nasional Sains dan Teknologi Terapan Zonasi: Jurnal Sistem Informasi Indexia Prosiding Seminar Nasional Teknik Elektro, Sistem Informasi, dan Teknik Informatika (SNESTIK) Journal of Information Technology and Cyber Security
Pakarbudi, Adib
Institut Teknologi Adhi Tama Surabaya
Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mechanical Engineering

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Journal : Journal of Information Technology and Cyber Security

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Evaluation of Public Satisfaction with OpenSID-Based E-Government Services at the Village Level Using the Customer Satisfaction Index and e-GovQual Dimensions Pakarbudi, Adib; Febriansyah, Krisna
Journal of Information Technology and Cyber Security Vol. 4 No. 1 (2026): January
Publisher : Department of Information Systems and Technology, Faculty of Intelligent Electrical and Informatics Technology, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jitcs.133190

Abstract

E-Government is an important innovation in improving the efficiency, transparency, and quality of public services, including public services at the village government level. However, the implementation of e-government in Purworejo, Pungging District, Mojokerto Regency still faces various problems, such as low digital literacy and limited user support features. This condition is in line with the findings of the UN e-Government Survey 2024 which stated that approximately 22.4% of the global population is still lagging behind in accessing digital services due to infrastructure and literacy gaps, especially in developing regions. This study aims to analyze the level of public satisfaction with e-government services in the OpenSID-based village service system using the Customer Satisfaction Index (CSI) method. This study used a quantitative approach by collecting data through questionnaires from 273 respondents. Satisfaction measurements were carried out based on six dimensions of e-Government Quality (e-GovQual): Ease of Use, Trust, Functionality of the Interaction Environment, Reliability, Content and Appearance of Information, and Citizen Support. The results showed a CSI value of 70%, which is included in the satisfied category. The Trust dimension obtained the highest score of 0.65, followed by Reliability, Functionality of the Interaction Environment and Ease of Use at 0.60 and Content and Appearance of Information at 0.58. In contrast, the Citizen Support dimension had the lowest score of 0.46 and is an aspect that requires attention and improvement. This study provides an empirical contribution in the evaluation of e-government services at the village level by identifying priority service dimensions, especially Citizen Support, as a basis for improving the quality of digital public services and demonstrating the effectiveness of integrating the e-GovQual model and Customer Satisfaction Index in the context of village government.
Co-Authors Achmad Choirul Anwar Ahmad Muhammad Ahmad Muhammad Akhlaqul Wong Karimatullah Margin Wilujeng Alannisa Firdaus Aldiansyah Kusaini Allfela Aisyah P.K Andi Putra Prasetyo Yoga Andika, Jovan Rizky Andy Rachman Andy Rachman Anugrah Yoga Adipratama Anwar Sodik, Anwar Arnys Primaveria Mufidah Bagus Kurniawan Bagus Kurniawan, Bagus Budanis Dwi Meilani Dai, La David Michael Bin La Desy Maulidya SM Dicky Eko Ardianto Evi Enjelina Febriansyah, Krisna Gayuh Fajar Alamsyah Hafid Alfan Bayu Rahman Hifzhan Muhammad Fikriyaddien Indra Wahyu Chrisstyadi Joshua Nathaniel Manuputty Khadafi, Shah La David Michael Bin La Dai M. Arief Noor Putra Maulidati, Zuli Muchamad Kurniawan Muchamad Kurniawan, Muchamad Muchtarruddin Muchtarruddin Mufidah, Arnys Primaveria Muhammad Rizki Kusuma Pratama Narindra Arifta Antoko Novanda, Fernandika Novylia Dwi WulanndarI Putri, Anggi Yhurinda Perdana Putri, Rahmi Rizkiana Rachman, Septiana Niar Rahman, Rendy Aditya Rahmi Rizkiana Putri Rosi Antika Dewi P Sandra Wahyudiana Shah Khadafi Sifi, Shilman Fala Sofyan Dwi Lastiyono Sulistyowati Sulistyowati Sulistyowati Sulistyowati Vidia Akhluvi Oktaviyanti Wahyudiana, Sandra Waras Lumadi Zendi Asriel Adrian Jaya Zuhriyah, Aminatuz