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All Journal Jurnal Ilmiah Manajemen, Ekonomi dan Akuntansi Jurnal Ilmiah Sistem Informasi dan Ilmu Komputer
Sela Taramita
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Economics, Econometrics & Finance Industrial & Manufacturing Engineering

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Analisis Pelayanan Publik Menggunakan Customer Relationship Management Model Sela Taramita; Zena Lusi
Jurnal Ilmiah Manajemen, Ekonomi dan Akuntansi Vol. 5 No. 2 (2025): Jurnal Ilmiah Manajemen, Ekonomi dan Akuntansi
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jurimea.v5i2.943

Abstract

This research is motivated by efforts to develop digital services to improve the quality of electronic government-based services at the Population and Civil Registration Service (Disdukcapil) of Palembang City. This study applies the Customer Relationship Management (CRM) model approach to 10 areas of public services available on the official website of the Palembang City Disdukcapil. The variables used in this study include commitment to information technology (IT), IT-related communication, service quality, and customer satisfaction in utilizing digital-based services. The research method used is descriptive with a quantitative approach. Data collection was carried out through a Google Form-based questionnaire, which was distributed via WhatsApp social media to the Palembang City community as respondents. The results of the study processed using SPSS showed that the data tested for validity were declared valid. The reliability test produced a Cronbach's Alpha value of 0.982, which exceeded the standard of 0.7, indicating high data consistency. Meanwhile, the results of the analysis using AMOS showed that the level of customer satisfaction in using the Disdukcapil website reached 95% for the commitment variable, 94% for the communication variable, and 95% for the service quality variable. Overall, this study shows that customer satisfaction with the digital services of the Palembang City Population and Civil Registry Office is in the good category. The results of this study are expected to provide insight and recommendations for the government in designing policies to improve the quality of electronic government services in the city of Palembang.
Analisis Pelayanan Publik Menggunakan Customer Relationship Management Model Sela Taramita; Zena Lusi
Jurnal ilmiah Sistem Informasi dan Ilmu Komputer Vol. 5 No. 2 (2025): Juli : Jurnal ilmiah Sistem Informasi dan Ilmu Komputer
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/juisik.v5i2.1687

Abstract

This research is motivated by the need to develop digital services to enhance the quality of electronic government-based services at the Population and Civil Registration Office (Disdukcapil) of Palembang City. The study applies the Customer Relationship Management (CRM) model to 10 public service areas available on the official Disdukcapil website. The variables analyzed include commitment to information technology (IT), IT-related communication, service quality, and customer satisfaction in utilizing digital services. The research uses a descriptive quantitative approach, with data collected through a Google Form questionnaire distributed via WhatsApp to Palembang City residents. Data analysis using SPSS confirmed that the questionnaire was valid, and the reliability test produced a Cronbach's Alpha of 0.982, exceeding the standard of 0.7, indicating high consistency. Further analysis using AMOS revealed that customer satisfaction reached 95% for the commitment variable, 94% for communication, and 95% for service quality. Overall, the study indicates that customer satisfaction with the digital services of Palembang City Disdukcapil is categorized as good. These findings provide insights and practical recommendations for the government to improve the design and implementation of electronic government services, aiming to increase efficiency, responsiveness, and citizen satisfaction in public service delivery.
Co-Authors Zena Lusi