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Ramadhani, Putu Ayu
JPAP: Jurnal Penelitian Administrasi Publik
Decision Sciences, Operations Research & Management

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PENGARUH KUALITAS WEBSITE DALAM LAYANAN E-KIOS TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN NGINDEN JANGKUNGAN SURABAYA Ramadhani, Putu Ayu
JPAP: Jurnal Penelitian Administrasi Publik Vol 4 No 1 (2018)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v4i1.1278

Abstract

This research aims to know the effect or relation between website quality and society satisfaction through hypothesis testing research is the website quality in the e-Kiosk service has a positive and significant effect on society satisfaction which formulation of the problem is whether simultaneously and partially the dimensions of variable website quality has a effect on society satisfaction and which of them are the most dominant effect on society satisfaction. The type of this research is correlation research with a quantitative approach through survey method of primary data in the form of a questionnaire. The indicators that used in this measurement is WebQual, include usability (X1), information quality (X2), and service interaction quality (X3) against the society satisfaction (Y) based on expectation satisfaction, experience satisfaction, and overall satisfaction. This research population totaled 7.854 peoples and research sample totaled 100 respondents with accidental sampling method. Based on research results, the regression equation is Y = - 0,474 + 0,089 X1 + 0,437 X2 + 0,012 X3. From the results of the statistical data analysis, indicators that used in this research are valid and reliable. The results of classical assumptions test is free from the problem of multikolonieritas, heteroskedastisitas, and normal distibution. Simultaneously, three variables are effect on society satisfaction. Partially, usability and informational quality has a positive and significant effect on society satisfaction, whereas service interaction quaity is has not a positive and significant effect on society satisfaction. Keywords: Website quality, usability, information quality, service interaction quality, society satisfaction.
PENGARUH KUALITAS WEBSITE DALAM LAYANAN E-KIOS TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN NGINDEN JANGKUNGAN SURABAYA Ramadhani, Putu Ayu; Radjikan, Radjikan; Zakariya, Zakariya
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1251

Abstract

In the current era of information technology, demanding effective and efficient public services along with the diverse needs and wants of everyone. The existence of public services e-Kiosk is one sign of the development of information technology with the aim to improve the quality of service. Thus the authors take the title of Website Quality Influence In e-Kiosk Service Against Satisfaction Society (Urban Nginden Jangkungan Surabaya) because there is still a public complaints over the e-Kiosk machine disorder that sometimes does not work properly. The purpose of this research is to know the effect of simultaneous and partial of website quality dimension that is usability (X1), information quality (X2), and service interaction quality (X3) with community satisfaction (Y) and which is the most dominant influence to public satisfaction. This research uses correlational research with quantitative approach of 100 respondents conducted by accidental sampling sampling technique in Nginden Jangkungan Urban Village and data collection technique through observation, questionnaire, and literature study. The results showed that simultaneously, the three dimensions of website quality affect the satisfaction of the community. Partially, usability and information quality have influence to public satisfaction, while service interaction quality does not have influence to the satisfaction of society and from third dimension of website quality, information quality dominant influence to public satisfaction. Key words: quality website, Usability, Information Quality, Service Interaction Quality, and community satisfaction
PENGARUH KUALITAS WEBSITE DALAM LAYANAN E-KIOS TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN NGINDEN JANGKUNGAN SURABAYA Ramadhani, Putu Ayu
JPAP: Jurnal Penelitian Administrasi Publik Vol 2 No 02 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v2i02.995

Abstract

Dalam era teknologi informasi saat ini, menuntut adanya pelayanan publik yang efektif dan efisien seiring dengan beragamnya kebutuhan dan keinginan setiap orang. Adanya layanan publik e-Kios merupakan salah satu tanda perkembangan teknologi informasi dengan tujuan untuk memperbaiki kualitas pelayanan. Dengan demikian penulis mengambil judul Pengaruh Kualitas Website Dalam Layanan e-Kios Terhadap Kepuasan Masyarakat (Kelurahan Nginden Jangkungan Surabaya) karena masih adanya keluhan masyarakat atas gangguan mesin e-Kios yang terkadang tidak berfungsi dengan baik. Tujuan dari penelitian ini untuk mengetahui pengaruh secara simultan dan parsial dari dimensi kualitas website yaitu usability (X1), information quality (X2), dan service interaction quality (X3) dengan kepuasan masyarakat (Y) serta manakah yang paling dominan berpengaruh terhadap kepuasan masyarakat. Metode penelitian ini menggunakan penelitian korelasional dengan pendekatan kuantitatif dari 100 responden yang dilakukan dengan teknik pengambilan sampel accidental sampling di Kelurahan Nginden Jangkungan Surabaya dan teknik pengumpulan data melalui observasi, kuesioner, dan studi pustaka. Hasil penelitian menunjukkan bahwa secara simultan, ketiga dimensi kualitas website berpengaruh terhadap kepuasan masyarakat. Secara parsial, usability dan information quality mempunyai pengaruh terhadap kepuasan masyarakat, sedangkan service interaction quality tidak mempunyai pengaruh terhadap kepuasan masyarakat dan dari ketiga dimensi kualitas website tersebut, information quality paling dominan berpengaruh terhadap kepuasan masyarakat.Kata Kunci : Kualitas Website, Usability, Information Quality, Service Interaction Quality dan Kepuasan Masyarakat.
Co-Authors Radjikan Radjikan, Radjikan Zakariya, Zakariya