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All Journal INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi Journal of Science and Engineering
Gusnawati Gusnawati
Universitas Sembilanbelas November Kolaka
Arts Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering Transportation

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Quality Analysis of E-government Services Using SERVQUAL Method (Case Study of SAMSAT Office in Kolaka Regency) Nurfitria Ningsi; Noorhasanah Z; Gusnawati Gusnawati
INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi Vol 4 No 2 (2020): August 2020
Publisher : Universitas Nusantara PGRI Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (407.63 KB) | DOI: 10.29407/intensif.v4i2.13707

Abstract

This study discusses the measurement of the quality of motor vehicle tax of information system services at the SAMSAT Kolaka office using the servqual method by emphasizing the five dimensions of servqual namely Tangibles, Reliability, Responsiveness, Assurance and empathy. This study aims to understand the level of user satisfaction by comparing expectations and expectations and updating the standards provided by SAMSAT Kolaka through the application of the SIZ application. Data collection activities were carried out by distributing 100 questionnaires to all SIZ service users. The results of this study indicate that the use of SIZ is not by customer needs; this can be demonstrated by the high value of the gap between expectations and perceptions. The Assurance dimension obtaining the most top difference is the Tangibles dimension indicating that the limitations of the IT facilities used are still limited. It is evidenced by the continued complaints of customers regarding queue buildup due to a system that suddenly goes down while the service is in progress. It is necessary to improve IT infrastructure that can improve customer satisfaction in the future.
ANALISIS KUALITAS LAYANAN E-GOVERMENT MENGGUNAKAN METODE SERVQUAL (STUDI KASUS KANTOR SAMSAT KOLAKA) Nurfitria Ningsi; Gusnawati Gusnawati; Noorhasanah Z
Journal of Science and Engineering Vol 4, No 1 (2021): Journal Of Science and Enggineering (JOSAE)
Publisher : Fakultas Teknik Universitas Khairun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33387/josae.v4i1.1697

Abstract

Objektif dari studi ini adalah Untuk mengetahui kualitas pelayanan sistem informasi pajak kendaraan bermotor pada Kantor SAMSAT kolaka, dimana model analisis yang digunakan adalah lima dimensi SERVQUAL dengan total Responden 100 orang. Berdasarkan hasil perhitungan statistik  terdapat gap antara persepsi dan harapan dari kualitas layanan sistem informasi pajak kendaraan untuk masing-masing dimensi Servqual, dimana pada variabel tangibels terdapat rata-rata gap sebesar (-0.415), reability (-0.19), responsiveness (-0.28667), assurance (-0.26667), empathy (-0.17), dan variabel Y sebesar (-0.36571). Dari perhitung regresi berganda yang menggunakan SPSS ada beberapa variabel yang tidak berpengaruh terhadap kepuasan konsumen karena nilai taraf signifikan yang lebih besar dari 0.05 diantaranya variabel assurance dengan nilai signifikan sebesar 0.590 dan variabel empathy yang nilai signifikan sebesar 0.113. penambahan variabel lain dalam menggali kepuasan konsumen atas kualitas layanan sistem informasi pajak kendaraan bermotor.
Co-Authors Noorhasanah Zainuddin Nurfitria Ningsi