Govindaraju, Rajesri
Fakultas Teknologi Industri Institut Teknologi Bandung

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Pengembangan Model Evaluasi Kualitas Layanan Sistem E-Government Govindaraju, Rajesri; Wiratmadja, Iwan Inrawan; Haryana, Avif
Jurnal Manajemen Teknologi Vol 15, No 2 (2016)
Publisher : SBM ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (9745.051 KB) | DOI: 10.12695/jmt.2016.15.2.6

Abstract

Abstrak. Di banyak negara, sistem e-goverment telah dibangun untuk mendukung pemerintah dalam memberikan layanannya kepada masyarakat dan industri. Meskipun sistem yang dikembangkan dengan biaya yang besar tersebut telah berhasil dijalankan, tingkat penerimaan pengguna terhadap sistem dan tingkat kualitas layanan sistem yang dihasilkan sering kali belum maksimal. Tujuan penelitian ini adalah untuk mengembangkan model evaluasi sistem layanan e-government. Model evaluasi e-government dikembangkan dengan menggabungkan aspek layanan pemerintah (layanan publik) serta aspek kualitas pelayanan sistem berbasis elektronik.  Model tersebut di uji dengan pendekatan empiris. Kuesioner disebarkan secara online berbasis web dan 88 respon yang dinyatakan valid digunakan sebagai dasar analisis model Analisis validitas dan reliabilitas model pengukuran dilakukan dengan metode partial least square (PLS). Analisis hasil evaluasi dilakukan dengan memanfaatkan metode importance-performance analysis (IPA). Model yang dikembangkan digunakan untuk mengevaluasi sistem layanan e-government Inatrade yang dikembangkan Departemen Perdagangan Republik Indonesia. Hasil uji coba model dan analisis hasil evaluasi user dengan metode IPA menunjukkan bahwa information completeness, fulfillment, responsiveness dan contact merupakan dimensi yang perlu mendapatkan prioritas perbaikan pada sistem Inatrade.Kata kunci: Evaluasi layanan e-government, dimensi kualitas, layanan publik berbasis elektronik, service performance, importance-performance analysis, partial least square.Abstract. In many countries, e-government system has been built to support the government in providing services to the community and industry. Although the system had been developed and has been successfully executed, the level of user acceptance and the quality level of service is often not satisfactory. The aim of this study is to develop a model for of e-government system evaluation. E-government evaluation model was developed by combining aspects of government services (public services) as well as aspects of service quality of electronic-based systems. The model was tested using  empirical data. Questionnaires filled online using a web-based application, 108 samples were collected and 88 samples were declared valid to be used for measurement model analysis and e-government system evaluation. Analysis of reliability and validity of the measurement model was conducted using partial least square (PLS) technique. Analysis of the e-government system evaluation results was carried out by utilizing importance-performance analysis (IPA) method. The model developed is used to evaluate an e-government system developed by the Ministry of Trade of the Republic of Indonesia, called Inatrade. The results of Inatrade system evaluation using IPA method show that information completeness, fulfillment, responsiveness and contact are the dimensions that need to be given priority in the improvement process of Inatrade system.Keywords: e-government system evaluation, quality dimensions, electronic-based public services, service performance, importance-performance analysis, partial least square.
Pengambilan Keputusan Pemilihan Pemasok di Perusahaan Manufaktur dengan Metode Fuzzy ANP Govindaraju, Rajesri; Sinulingga, Jonathan Pratama
Jurnal Manajemen Teknologi Vol 16, No 1 (2017)
Publisher : SBM ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12695/jmt.2017.16.1.1

Abstract

Abstrak. Persoalan pemilihan pemasok merupakan masalah penting dalam perusahaan karena hal ini akan sangat menentukan kemampuan perusahaan untuk menjamin ketersediaan bahan baku produksinya. Penelitian ini bertujuan untuk mengkaji penggunaan model pengambilan keputusan fuzzy-ANP (fuzzy analytic network process) dalam kasus pemilihan pemasok di sebuah perusahaan manufaktur. Metode gabungan fuzzy dan ANP digunakan karena selain perlu mempertimbangkan ketergantungan antar kriteria, juga ingin diminimalisasi ketidakpastian dan ketidaktepatan pada penilaian tingkat kepentingan tiap kriteria. Kerangka berpikir dari penelitian ini terdiri dari empat tahapan besar yaitu proses pembentukan kriteria dan subkriteria pemilihan pemasok, proses penentuan ketergantungan antar kriteria, proses pembobotan kriteria/subkriteria, serta proses penilaian pemasok. Proses pembobotan kriteria dihasilkan dari dua data yaitu data bobot kriteria tanpa dependency dan kriteria bobot dengan dependency. Proses pembentukan kriteria/subkriteria dan penilaian untuk menghasilkan bobot diperoleh dari pihak expert yang berada pada perusahaan tempat studi kasus penelitian dilakukan. Proses penilaian pemasok dilakukan dengan memberikan penilaian menggunakan 5 (lima) skala untuk masing-masing pemasok yang kemudian hasilnya akan diperbandingkan. Hasil dari metode ini adalah urutan ranking pemasok pada suatu proses pengadaan. Dari penelitian ini dapat diketahui bahwa metode fuzzy ANP terbukti tepat digunakan dalam konteks pengadaan bahan baku pada kasus yang dibahas karena kriteria/subkriteria yang digunakan memiliki ketergantungan satu sama lain, serta mampu meminimalisasi ketidakpastian atau ketidaktepatan dalam melakukan penilaian. Dengan menggunakan metode ini, diperoleh kriteria yang memiliki bobot paling tinggi yaitu kriteria kualitas SDM yang mempengaruhi sebanyak 6 kriteria lainnya, diikuti dengan kriteria kualitas barang, reputasi pemasok, harga, dan metode pengiriman. Kata kunci: Fuzzy-ANP, model keputusan, multi criteria decision making (MCDM), pengadaan, pemilihan pemasok.Abstract. The issue of supplier selection is an important issue in the company because it will determine the company's ability to ensure the availability of raw materials in production. This study aims to establish a decision-making model for supplier selection which considers many criteria in which there is dependence between criteria. The method used is fuzzy-analytic network process (fuzzy-ANP). The combined fuzzy and ANP methods is used not only to consider dependencies between criteria, but also to minimize uncertainty and inaccuracy in the assessment of importance of each criterion. Four major stages used in the decision model, namely the establishment of supplier selection criteria and sub-criteria, the process of determining dependencies among the criteria, the weighting of the criteria/sub-criteria, and the last one is supplier assessment process. The process of weighting the criteria results in two data, criteria weights without dependency and criteria weights with dependency. The process of formation of criteria/sub-criteria and the ratings to generate weights were obtained from the experts from the company where case study was done. Supplier rsting process is done through assessment process using the 5 (five) scale rating. The results of rating for each supplier will then be compared. The results of this method is the ranking of suppliers in a certain procurement process. From this research it is known that the method used, fuzzy ANP, is proved to be appropriate considering that there are dependencies among the criteria/ sub-criteria used and the method is useful to minimize uncertainty or inaccuracy in the assessment process. By employing this method, criteria with the highest weight was obtained, that is quality of human resources which affect as much as 6 other criteria, followed by quality of product, supplier’s reputation, price, and delivery method.Keywords: Fuzzy-ANP, decision model, multi criteria decision making (MCDM), procurement, supplier selection