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Budi Tjahjono
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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 A.A. Ketut Agung Cahyawan W Adhi Fernandes Gamaliel Adhy, Dewanto Rosian Adigunawan, Adigunawan Adilah Widiasti Aep Saepudin Ahmad Mutedi Aji Setiawan Akbar, Habibullah Alami, Tegar Alex Hartana Alexander Alexander, Alexander ALINA AKHDIYA RUSMANA Alivia Yufitri Andi Khaeruni Andi Khaeruni Andriana, Dian Angga VB Annazma Ghazalba Antonius Suwanto Anugerah Cahyo Adhi Ardiansyah, Miri Arif Pami Setiaji Aris Tri Wahyudi Arniansyah, Arniansyah Ary Prabowo Asmara, Qiqi Asniwita Asniwita Azzam Robbani, Muhammad Baby Anjeli Basyarewan, Humairoh Bayu Sulistiyanto Ipung Sutejo Binastya Anggara Sekti Budi Aribowo Budilaksono, Sularso Catur Agus Sulistyo Dadang Hermawan Dafa Rizqi, Herin Daniel Hutajulu Dede Setiadi Deni Teras Dermawan Zebua Dewi Irma Afriayanti Dewi Marini Diah Aryani, Diah Dian Fajar Septianto Dian Fajar Septianto Djunaedi, Bagas Donny Dwy Judianto Leihitu Dwi Guntoro Dyah Kusuma Anggraini Edi Kartawijaya EDWARD ENDRIANTO Eliza S. Rusli Erry Yudhya Mulyani Euis Heryati Evans, Richard Faiz Fauzan Muhajir Farhan Mahendra Fatonah, Nenden Siti Faujiatul Aulia Fauzia, Yunita Febrianto, Haris Fernandes Gamaliel, Adhi Fiqar Haytsam Muhammad Dzul Qornain Firdaus, M. Dzulfiqar Fitriyani Fitriyani Fuad, Ahmad Gerry Firmansyah Gerry Firmansyah Gerry Firmasyah Ghazalba, Annazma Gilang, Destian Gunawan, Sholeh Gusti Fachman Pramudi Hairuduin * HAJRIAL ASWIDINNOOR Haryoto, Iin Sahuri Hemiltin Adilah Hendaryatna Hendaryatna Hendry Gunawawan Hermansyah Hermansyah Hermansyah Hermanto, Hermanto Hermawan, Deky Herwanto, Agus Hung Fei Ichwani, Arief Irawan, Bambang Irdika Mansur Irsyadul Anam, Reza ISKANDAR ZULKARNAEN SIREGAR Ismiyati Meiharsiwi Jabar, Ajib Abdul Jauhar Maknun Adib Jefry Sunupurwa Asri Joniwan Joniwan Juliana Juliana Julianto, Eric Jumar kartini, kartini Khairurrahman, Rifqi Kikin H Mutaqin Klaski Putri, Krisanti Kundang Karsono Kundang Karsono Kundang Karsono Juman Kundang Karsono Juman Kurnia, Ravie Kusuma, Mahesa Adi Kusumah, Yayi Munara Laksono Trisnantoro Leihitu, Donny Dwy Judianto Lili Hastuti Lisdar Idwan Sudirman Lisdiana Lisdiana Lisdiana Lisdiana Luthfie Aldino Ismail M. A. Chozin Made Aka Suardana Maemonah, Maemonah Malabay Malabay Martin Saputra Marzuki Pilliang Meiharsiwi, Ismiyati Meity S. Sinaga MEITY SURADJI SINAGA Meria, Lista Millah, Shofiyul Mita, Vira Mohamad Farhan Almeida Muhamad Rifqi Hidayat Muhammad Abdullah Hadi Muhammad Abdullah Hadi Muhammad Azzam Robbani Muhammad Bagaskara Muhammad Fajrul Aslim Muhammad Hadi Arfian Muhammad Rafli Islamy Muhtadi, Yudi Muksin, Andreanata Pradifta Munawar Munawar, Badri Mutedi, Ahmad N Nurjannah, N Nurjannah Nabila, Efa Ayu Narul Sakron Nasihin, Anwar Nasution, Tegar Alami Nenden Siti Fatomah Niko Prasetyawan Aji Nila Rusiardi Jayanti Nina Nurhasanah, Nina Nindyo Artha Dewantara Wardhana Nixon Erzed Nizirwan Anwar Nugraha, William Nur Huda Huda Nur Widiyasono Nur Widiyasono, Nur PURNAMA HIDAYAT Purwano SK Putra, Sipky Jaya Putra, Yosua Tri Qur'ani, Isti R SITI RUKAYAH Rafi Samir Suradijaya Rasyid, Ainur Raul Mahya Komaran Restamauli br Nainggolan Reza Irsyadul Anam Rian Adi Pamungkas Ridwan, Ridwan Rifqi Khairurrahman Riris Septiana Sita Dewi Riya Widayanti Rizk, Muhamad Roesfiansjah Rasjidin Rohidin Rohidin, Rohidin Rosnanto, Imam RR. Ella Evrita Hestiandari Rudi Hermawan Rudi Hermawan Rudy Setiawan RUSMILAH SUSENO Rusnani * Ryan Putra Laksana Ryan Tri Pamungkas Sabaruddin, Satria Sabri Alim Saepudin Saepudin Sahri Ramadan Sakron, Narul Samingan Samingan Samuel Samuel Saputra, Tino SARASWATI, RIA Sasongko Ditahismoyo Sawali Wahyu Septian, Ferby Setiawan, Sony Setiawati, Popong Shaffira Vulkanietta Lusiana Shine Pintor Siolemba Patiro Sholeh Gunawan Siregar, Sarah Veronica Siti Fatomah, Nenden Sri H. Hidayat SRI HENDRASTUTI HIDAYAT Sri Husni Hidayati Stephanie Sharapova Sihaloho Sugeng Santoso Suhatati Tjandra Supriyade Supriyade Supriyade, Supriyade Suryahim, Iim Susilowati Ningsih Sutanto, Imam Tarigan, Masmur Tengku Riza Zarzani N Teras, Deni Trenggana Natadirja Tugiman Ulum, Muhamad Bahrul Ummanah Ummanah, Ummanah Visal Mohammad Rizki Vivaldi Raditya Putra Wahyu Sabiqudin, Muhammad Wardhana, Nindyo Artha Dewantara Wibowo, Yudha Widiasti, Adilah Widjonarko, Ari Widodo, Agung Mulyo Wijaya, Jacob S William Nugraha Willy Yoni Wisnu Ananta Kusuma Yessy Oktafriani Yudha Putra Hadjarati, Panji Ramadhan Yulhendri Yulhendri Yuliana Susanti Yuliati Yuliati