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All Journal JURNAL SISTEM INFORMASI BISNIS Telematika Riau Journal of Computer Science INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi Jurnal SITECH : Sistem Informasi dan Teknologi Jurnal Mantik Jutisi: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi Jurnal Teknologi Informasi dan Terapan (J-TIT) bit-Tech Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal FASILKOM (teknologi inFormASi dan ILmu KOMputer) ADI Pengabdian kepada Masyarakat Jurnal (ADIMAS Jurnal) Jurnal Minfo Polgan (JMP) Jurnal Sisfotek Global Aptekmas : Jurnal Pengabdian Kepada Masyarakat Jurnal Ekonomi, Akutansi dan Manajemen Nusantara Jurnal Abdimastek (Pengabdian Masyarakat Berbasis Teknologi) Jurnal Pengabdian Masyarakat Tekno
Kiswanto
Institut Sains Dan Bisnis Atma Luhur
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Journal : bit-tech

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Analysis of Pesona Dukcapil Application Service Quality on Population Administration Efficiency Using SERVQUAL Fiteri Fiteri; Kiswanto Kiswanto
bit-Tech Vol. 8 No. 3 (2026): bit-Tech
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/bt.v8i3.3795

Abstract

The digitalization of population administration services through e-government platforms has become a strategic priority; however, the alignment between user expectations and actual service performance remains insufficiently examined in developing country contexts. This study aims to evaluate the service quality of the Pesona Dukcapil web-based application using the SERVQUAL model and to explicitly examine its linkage to perceived administrative efficiency, operationalized through user-reported indicators of time–cost savings and service acceleration. A quantitative survey design was employed, utilizing a structured questionnaire with a five-point Likert scale administered to 44 purposively selected users, followed by gap analysis across ten indicators mapped to five SERVQUAL dimensions. The findings reveal consistently negative gap scores, with an overall average of -0.61; responsiveness exhibits the largest gap (-0.70), with response speed as the most critical deficit (-0.75), while tangibles show the smallest gap (-0.50). These results indicate systemic discrepancies between expectations and perceived performance. The study advances the literature by demonstrating that deficiencies in responsiveness and empathy dimensions are directly associated with reduced perceived administrative efficiency, thereby extending SERVQUAL beyond satisfaction-oriented evaluation toward operational outcome relevance. However, the cross-sectional design and limited sample size constrain the generalizability of the findings, suggesting cautious interpretation. The results provide a prioritized framework for improving digital public services, emphasizing system responsiveness, interface usability, and information clarity as key determinants of both service quality and administrative efficiency.
Analysis of Information and Communication Technology Influence on Poverty Levels Using Analytical Hierarchy Process Putri x Megie; Kiswanto Kiswanto
bit-Tech Vol. 8 No. 3 (2026): bit-Tech
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/bt.v8i3.3796

Abstract

The role of Information and Communication Technology (ICT) in driving economic growth and reducing poverty has attracted increasing global attention. Yet, limited research has systematically prioritised ICT indicators that influence poverty at the regency level in developing countries. In this study, poverty is operationalised as a multidimensional socioeconomic condition reflected through regional deprivation indicators reported by official statistics, serving as the dependent construct influenced by ICT development factors. This study aims to analyse the influence of ICT on poverty levels in Bangka Regency by determining the priority weights for four ICT indicators—network infrastructure, community ICT access, digital literacy, and ICT utilisation in economic sectors—using the Analytical Hierarchy Process (AHP). A quantitative approach was employed, collecting pairwise comparison data from 100 respondents comprising local government officials, academics, and practitioners. The AHP analysis, validated with a Consistency Ratio (CR) of 0.05, revealed that network infrastructure received the highest priority weight (0.36), followed by ICT utilisation in economic sectors (0.29), community ICT access (0.20), and digital literacy (0.15). Methodologically, this study advances existing ICT–poverty research by providing a structured multi-criteria prioritisation framework that complements conventional econometric approaches through expert-based weighting of interrelated ICT dimensions. However, the findings are subject to limitations related to reliance on expert judgment and the absence of direct empirical modelling of poverty outcomes. These results highlight that infrastructure and productive ICT use are the most influential drivers, offering actionable guidance for evidence-based policy design and resource allocation in local governance contexts for sustainable poverty alleviation.
Co-Authors Agus Dendi Rachmatsyah Agustina Mardeka Raya Agustina Merdeka Raya Algikka Algikka Anthonia Julia Cancera Ardy Susilo Ari Amir Alkodri Benny Wijaya Benny Wijaya Benny Wijaya Benny Wijaya Benny Burham Isnanto Delpiah Wahyuningsih Elly Yanuarti Elly Yanuarti Elly Yunuarti Ellya Helmud Fiteri Fiteri Hamidah . Heru Mardyanto Kirana, Chandra Laurentinus Laurentinus Laurentinus Marini Mar Marini Mar mohamad jamil Okkita Rizan Parlia Romadiana Prima Zady Prasaja Putri x Megie Ridho Hari Septiansyah Ridwan Riko Riko Sarwindah Sarwindah Sarwindah . Sarwindah . Seno Hadi Saputro Subagiya Supardi Supardi Supardi Supardi Turuy, Seh Wahab, Iis Hamsir Ayub Yurindra Yurindra Yurindra Yuri