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All Journal JITMI (Jurnal Ilmiah Teknik dan Manajemen Industri) Acitya Wisesa: Journal of Multidisciplinary Research
Meitasari, Bella Tri
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Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Computer Science & IT Engineering Environmental Science Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering Physics

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SERVICE QUALITY ASSESSMENT OF E-SAMBAT APPLICATION USING E-GOVQUAL DIMENSION APPROACH: A Case Study of Communication and Informatics Office Pasuruan Meitasari, Bella Tri; Milad, Mohammad Khusnu; Permadi, Andhy
Acitya Wisesa: Journal of Multidisciplinary Research Vol. 2 Issue 2 (2023)
Publisher : jfpublisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56943/jmr.v2i2.310

Abstract

Technological developments facilitate state and regional authorities in providing public services through web and smartphone applications called e-Goverment. This application is also applied by the Communication and Informatics Service Pasuruan, that is the application of e-Sambat for its community. This research aims to provide an understanding of the quality of e-Sambat services based on the e-GovQual dimension approach, to find out the gap between e-Sambat service quality and the community's expectations in using the app properly, and to determine which items will be prioritized for immediate improvement in the e-Sambat app. This research method used a quantitative method with a descriptive approach that used questionnaires and books as research instruments. The method used to analyze the feasibility of applications using GAP and the Important Performance Analysis (IPA) method is used to analyze items that are prioritized for improvement. There were 445 respondents in this research. Based on the research results, the service quality of the e-Sambat app is highly feasible with a feasibility percentage value of 100%; the GAP of application performance and community expectations for the ease of use variable is 0.08; the trust variable is -0.04; the functionality of the interaction environment variable is 0.02; the reliability variable is -0.03; the content and appearance of information variable is 0.01; and the citizen support variable is 0.00. The overall average gap is 0.01, which means that the public is satisfied with the e-Sambat application service. There are six items that are prioritized for improvement, such as TR 1 (security of e-Sambat users' personal data), TR 6 (access control of e-Sambat users), RLB 1 (speed in downloading the e-Sambat form), CAI 7 (use of colors in the e-Sambat application), CAI 8 (graphics in the e-Sambat application), and CS 5 (user questions are responded quickly).
Penilaian Kualitas Layanan Aplikasi E-Sambat Pasuruan Dengan Pendekatan Dimensi E-Govqual Meitasari, Bella Tri; Milad, Mohammad Khusnu; Permadi, Andhy
JITMI (Jurnal Ilmiah Teknik dan Manajemen Industri) Vol. 8 No. 1 (2025): JITMI
Publisher : Universitas Pamulang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32493/jitmi.v8i1.y2025.p32-38

Abstract

Pelayanan publik merupakan mediator pemerintah dalam memberikan layanan kebutuhan masyarakat. Perkembangan teknologi mempermudah aparatur negara dan daerah dalam memberikan pelayanan publik melalui sebuah aplikasi disebut E-Government. Seperti halnya Dinas Komunikasi dan Informatika Kota Pasuruan telah mencoba menyelenggarakan aplikasi E-Sambat. Penelitian ini bertujuan untuk memberi pemahaman terkait kualitas layanan E-Sambat berdasarkan pendekatan dimensi E-GovQual, gap antara kinerja E-Sambat dengan harapan masyarakat untuk aplikasi E-Sambat, serta mengetahui item mana saja yang akan dijadikan prioritas untuk segera diperbaiki pada aplikasi E-Sambat. Untuk menganalisis kelayakan aplikasi menggunakan GAP dan metode Important Performance Analysis (IPA) digunakan untuk menganalisa item yang dijadikan prioritas pembenahan. Responden pada penelitian ini sebanyak 445 responden. Berdasarkan hasil analisa yang dilakukan, kualitas layanan aplikasi E-Sambat sudah sangat layak dengan nilai persentase kelayakan sebesar 100%, GAP kinerja aplikasi dan harapan masyarakat untuk variabel Kemudahan Penggunaan (Ease of Use) sebesar 0,08, variabel Kepercayaan sebesar -0,04, variabel Functionality of the Interaction Environment sebesar 0,02, variabel Kehandalan sebesar -0,03, variabel Isi dan Tampilan Informasi sebesar 0,01, dan variabel Dukungan Masyarakat sebesar 0,00. Rata-rata gap secara keseluruhan sebesar 0,01 yang berarti bahwa masyarakat puas terhadap layanan aplikasi E-Sambat. Ada enam item yang dijadikan prioritas perbaikan yaitu TR 1 (keamanan data pribadi pengguna E-Sambat), TR 6 (akses kontrol pengguna E-Sambat), RLB 1 (kecepatan dalam mengunduh formulir E-Sambat), CAI 7 (penggunaan warna di aplikasi E-Sambat), CAI 8 (grafis pada aplikasi E-Sambat), dan CS 5 (Pertanyaan pengguna dijawab dengan cepat).
Co-Authors Andhy Permadi, Andhy Milad, Mohammad Khusnu