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All Journal Jurnal Simetris Bulletin of Electrical Engineering and Informatics Bulletin of Electrical Engineering and Informatics Jurnal Teknologi Informasi dan Ilmu Komputer Bulletin of Electrical Engineering and Informatics Jurnal Ilmiah KOMPUTASI Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Informatika Jurnal Komputasi JITK (Jurnal Ilmu Pengetahuan dan Komputer) IKRA-ITH Informatika : Jurnal Komputer dan Informatika Sebatik Jiko (Jurnal Informatika dan komputer) Astonjadro Simtek : Jurnal Sistem Informasi dan Teknik Komputer CCIT (Creative Communication and Innovative Technology) Journal Journal of Information System, Applied, Management, Accounting and Research Informatika IJITEE (International Journal of Information Technology and Electrical Engineering) Journal of Applied Science, Engineering, Technology, and Education JUKI : Jurnal Komputer dan Informatika Jurnal Abdidas International Journal of Industrial Optimization (IJIO) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Teknik Informatika (JUTIF) International Journal Of Science, Technology & Management (IJSTM) Journal of Technology and Informatics (JoTI) Indonesian Journal of Multidisciplinary Science Journal Of World Science Buletin Sistem Informasi dan Teknologi Islam Jurnal Locus Penelitian dan Pengabdian Prosiding Seminar Nasional Sisfotek (Sistem Informasi dan Teknologi Informasi) Teknik: Jurnal Teknik Mesin, Elektro dan Ilmu Komputer Jurnal Indonesia Sosial Teknologi Jurnal Indonesia Sosial Sains Journal Research of Social Science, Economics, and Management Eduvest - Journal of Universal Studies Kohesi: Jurnal Sains dan Teknologi SmartComp Jurnal Informatika Polinema (JIP) Asian Journal of Social and Humanities Paradigma: Jurnal Filsafat, Sains, Teknologi, dan Sosial Budaya
Akbar, Habibullah
Universitas Esa Unggul
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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 Adi Widiantono Agus Satriawan Aisyah, Zhavira Alexander Alexander, Alexander Alvin Barata Amelia Sholikhaq Andini, Ketrin Vani Andriana, Dian Andriyanti Asianto Anik Hanifatul Azizah Anwar Nasihin Ardiansyah, Miri Ari Pambudi Arif Pami Setiaji Asianto, Andriyanti Astamar Putra, Ichlasul Fikri Azizah, Anik Hanifatul Bob Tjahjono Budi Tjahjono Calvin Ramadhani Alfahrezi Chiuman, Felix Deni Pamungkas Gelantoro Putra Diah Aryani Diah Aryani Diah Aryani Diah Aryani, Diah Dodo, La Dudy Fathan Ali Dwi Pamungkas, Eric Dwiputra, Dedy Eric Dwi Pamungkas Fathan Ali, Dudy Fatonah, Nenden Siti Franky Leonard Gerry Firmansyah Gilang Banuaji Hadi, Muhammad Abdullah Hafizah Safira Kaurani Hani Dewi Ariessanti Haryoto, Iin Sahuri Hendy Hendy Herwanto, Agus Husni Sastra Mihardja Husni Satra Mihardja Husni Satra Mihardja Intan Setya Palupi La Dodo Latumapayahu, Febrian Firmansyah Mahmudin, Hajon Mahdy Martin Saputra, Martin Marzuki Pilliang Mochamad Wahyudi Mohammed Al-shammari, Marwan Kadhim Muhamad Bahrul Ulum Muhamad Bahrul Ulum Muhammad Fajrul Aslim Muhammad Yusuf Morais Mukhamad Abduh MUNAWAR Munawar Munawar Nainggolan, Restamauli br Narul Sakron Nasihin, Anwar Natadirja, Trenggana Nenden Siti Fatonah Nenden Siti Fatonah Nenden Siti Fatonah Nenden Siti Fatonah Nila Rusiardi Jayanti Nizirwan Anwar Noviandi Noviandi Noviandi Noviandi Noviandi Noviandi, Noviandi Nugroho Budhisantosa Nugroho, Irfan Hari Pilliang, Marzuki Popong Setiawati Prabowo, Ary Pramesty, Feranti Destina Puryanto, Jonathan Aditya Putra, Sipky Jaya Rachman, Riyandi Patu Ramadhan, Noval Rizky Randy Swandy Reyhan, Athallah Rifqi Adi Prasetya Rizky Yananda Rudi Heri Marwan Rudy Setiawan Sabri Alim Sakron, Narul Sandfreni Sandfreni Saputra, Rahdian Sejati, Puteri Sfenrianto Sfenrianto Siti Fatonah, Nenden Suardana, Made Aka Suhandi Junaedi Supriyade Supriyade Supriyade, Supriyade Sutanto, Imam Syahrizal Dwi Putra Syahrizal Dwi Putra Tantrisna, Ellen Tardiana, Arisandi Langgeng Tartila, Gilang Romadhanu Ulum, M. Bahrul Widodo, Agung Mulyo Wijaya, Jacob S