Quality Analysis of E-government Services Using SERVQUAL Method (Case Study of SAMSAT Office in Kolaka Regency)

INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi

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Title Quality Analysis of E-government Services Using SERVQUAL Method (Case Study of SAMSAT Office in Kolaka Regency)
Quality Analysis of E-government Services Using SERVQUAL Method (Case Study of SAMSAT Office in Kolaka Regency)
 
Creator Ningsi, Nurfitria
Z, Noorhasanah
Gusnawati, Gusnawati
 
Subject Service Quality
E-government
Servqual
SIZ
Vehicle
Service Quality
E-government
Servqual
SIZ
Vehicle
 
Description This study discusses the measurement of the quality of motor vehicle tax of information system services at the SAMSAT Kolaka office using the servqual method by emphasizing the five dimensions of servqual namely Tangibles, Reliability, Responsiveness, Assurance and empathy. This study aims to understand the level of user satisfaction by comparing expectations and expectations and updating the standards provided by SAMSAT Kolaka through the application of the SIZ application. Data collection activities were carried out by distributing 100 questionnaires to all SIZ service users. The results of this study indicate that the use of SIZ is not by customer needs; this can be demonstrated by the high value of the gap between expectations and perceptions. The Assurance dimension obtaining the most top difference is the Tangibles dimension indicating that the limitations of the IT facilities used are still limited. It is evidenced by the continued complaints of customers regarding queue buildup due to a system that suddenly goes down while the service is in progress. It is necessary to improve IT infrastructure that can improve customer satisfaction in the future.
This study discusses the measurement of the quality of motor vehicle tax of information system services at the SAMSAT Kolaka office using the servqual method by emphasizing the five dimensions of servqual namely Tangibles, Reliability, Responsiveness, Assurance and empathy. This study aims to understand the level of user satisfaction by comparing expectations and expectations and updating the standards provided by SAMSAT Kolaka through the application of the SIZ application. Data collection activities were carried out by distributing 100 questionnaires to all SIZ service users. The results of this study indicate that the use of SIZ is not by customer needs; this can be demonstrated by the high value of the gap between expectations and perceptions. The Assurance dimension obtaining the most top difference is the Tangibles dimension indicating that the limitations of the IT facilities used are still limited. It is evidenced by the continued complaints of customers regarding queue buildup due to a system that suddenly goes down while the service is in progress. It is necessary to improve IT infrastructure that can improve customer satisfaction in the future.
 
Publisher Universitas Nusantara PGRI Kediri
 
Date 2020-08-19
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier https://ojs.unpkediri.ac.id/index.php/intensif/article/view/13707
10.29407/intensif.v4i2.13707
 
Source INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi; Vol. 4 No. 2 (2020): August 2020; 142-158
INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi; Vol 4 No 2 (2020): August 2020; 142-158
2549-6824
2580-409X
 
Language eng
 
Relation https://ojs.unpkediri.ac.id/index.php/intensif/article/view/13707/1669
 
Rights Copyright (c) 2020 INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi
https://creativecommons.org/licenses/by-sa/4.0
 

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