The influence of service quality on the Aceh government SIGAP website

  • Irham Maulida 
    Universitas Muhammadiyah Yogyakarta
    Indonesia
  • Ulung Pribadi
    Universitas Muhammadiyah Yogyakarta
    Indonesia

Abstract

The Aceh Government's SIGAP website can also be measured by looking at service quality. The influence of service quality on the Aceh Government's SIGAP website as a form of E-Governance application in collecting data and information about Villages. The aim of this research is to analyze the influence of Involvement, Responsiveness, Reliability, and Security on Service Quality of the SIGAP website and to analyze the influence of Service Quality on E-Government. The research method uses probability sampling techniques with stratified random sampling. Research questionnaires were distributed to 6 districts/cities in Aceh Province with a research sample of 128 respondents. Data analysis in this study used Partial Least Squares with the SmartPLS.3.0 application. The research results show that involvement has a positive and significant effect on service quality. The influence of Responsiveness, Reliability, and Security on service quality has a positive but not significant effect. Meanwhile, the influence of service quality on E-Government has a very positive and significant influence.
Keywords
  • Quality Services
  • Website SIGAP
  • E-Government
References
  1. Abrudan, M.-M., Saveanu, T., & Dodescu, A. O. (2012). Exploring different levels of eGovernance development in Romania: Case study in Bihor county. 12th European Conference on E-Government, ECEG 2012, 11–18. https://www.scopus.com/inward/record.uri?eid=2-s2.0-84870898323&partnerID=40&md5=a34f2f02ad33f83a5867bdd627fb58e1
  2. Ariska, D., Diponegoro, A., & Tentama, F. (2020). SMK DENGAN PEMODELAN STRUCTURAL EQUATION MODELLING ( SEM ). 10, 125–130.
  3. Aryani, D., & Rosinta, F. (2013). Pengaruh kualitas layanan terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. Jurnal Ilmu Administrasi Dan Organisasi, 17(2), 114–126. https://doi.org/10.20476/jbb.v17i2.632
  4. Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002
  5. Cahyani, F. G. (2016). Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmu Dan Riset Manajemen, 5(3), 1–19.
  6. Garad, A., & Qamari, I. N. (2021). Determining factors influencing establishing e-service quality in developing countries: A case study of Yemen E-government. International Journal of Electronic Government Research, 17(1), 15–30. https://doi.org/10.4018/IJEGR.2021010102
  7. Ghozali, I. (2016). Aplikasi Analisis Multivariete Dengan Program IBM SPSS 23, Edisi 8. Badan Penerbit Universitas Diponegoro.
  8. Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep Teknik dan Aplikasi Menggunakan Program SmartPLS 3.0 untuk Penelitian Empiris. Semarang: Badan Penerbit Universitas Diponegoro.
  9. Gustifa, R. P., Anwar, S., & Gani, T. A. (2021). Identifikasi Faktor yang Memengaruhi Tingkat Kepuasan Pelanggan UPT. Percetakan dan Penerbit Syiah Kuala University Press. Anuva: Jurnal Kajian Budaya, Perpustakaan, Dan Informasi, 5(3), 387–400.
  10. Hardono, W. (2015). Analisis kualitas dan efektivitas e-goverment sebagai media pelayanan publik di pemerintah daerah istimewa yogyakarta tahun 2015.
  11. Haryani, P. (2016). PENILAIAN KUALITAS LAYANAN WEBSITE PEMERINTAH KOTA YOGYAKARTA MENGGUNAKAN METODE E-GOVQUAL. Jurnal Ilmiah DASI, 17(3).
  12. Hayes, A. L., & Scott, T. A. (2018). Multiplex Network Analysis for Complex Governance Systems Using Surveys and Online Behavior. Policy Studies Journal, 46(2), 327–353. https://doi.org/10.1111/psj.12210
  13. Herdiyanti, A., Hapsari, P. S., & Susanto, T. D. (2019). Modelling the smart governance performance to support smart city program in Indonesia. In Y. A. (Ed.), 5th Information Systems International Conference, ISICO 2019 (Vol. 161, pp. 367–377). Elsevier B.V. https://doi.org/10.1016/j.procs.2019.11.135
  14. Hidayat, R. (2016). Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri. Muqtasid: Jurnal Ekonomi Dan Perbankan Syariah, 3(2), 55. https://doi.org/10.36555/sosiohumanitas.v20i2.112
  15. Hooda, A. (2020). Interplay of core-competencies leading to the implementation of future-oriented and sustainable e-Governance: A mixed method research. In C. Y., C. M.A., & S. D. (Eds.), 13th International Conference on Theory and Practice of Electronic Governance, ICEGOV 2020 (pp. 404–409). Association for Computing Machinery. https://doi.org/10.1145/3428502.3428557
  16. Indah, D. R., Salman, M., & Tantawi, R. (2022). IMPLEMENTASI SISTEM INFORMASI PENDUDUK SEBAGAI DASAR UNTUK PENGAMBILAN KEPUTUSAN DI GAMPONG MEURANDEH ACEH KOTA LANGSA. In GSS (Vol. 4, Issue 3).
  17. Irawan, B., & Hidayat, M. N. (2022). Evaluating Local Government Website Using a Synthetic WebIrawan, B., & Hidayat, M. N. (2022). Evaluating Local Government Website Using a Synthetic Website Evaluation Model. International Journal of Information Science and Management, 20(1), 449–470. http. International Journal of Information Science and Management, 20(1), 449–470. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85124568278&partnerID=40&md5=30e80b76c96a8ba32b4092bfc7839de8
  18. Jogiyanto, H. ., & Abdillah, W. (2016). Konsep dan Aplikasi PLS (Partial Least Square): Untuk Penelitian Empiris. Edisi Pertama. BPFE.
  19. Kourula, A., Moon, J., Salles-Djelic, M. L., & Wickert, C. (2019). New Roles of Government in the Governance of Business Conduct: Implications for Management and Organizational Research. Organization Studies, 40(8), 1101–1123. https://doi.org/10.1177/0170840619852142
  20. Lailawati Madlan, Endalan, Asnawi, A. A., Chua, B. S., & Mutang, J. A. (2019). PENILAIAN PSIKOMETRIK KECERDASAN EMOSI SOSIAL : THE EMOTIONAL QUOTIENT INVENTORY YOUTH VERSION ( EQ-i : YV ) DI MALAYSIA ( Psychometric Evaluation of the Emotional Quotient Inventory Youth Version ( EQ-i : YV ) in Malaysia ). Journal of Social Sciences and Humanities, 16(5), 1–14.
  21. Marlius, D. (2018). Pengaruh Dimensi Kualitas Pelayanan Website Akademik Terhadap Kepuasan Mahasiswa Pada Stie “Kbp.” Jurnal Ipteks Terapan, 12(2), 116. https://doi.org/10.22216/jit.2018.v12i2.633
  22. Maryadi. (2014). Pengaruh Budaya Organisasi terhadap Kualitas Pelayanan di Rumah Sakit Ibu dan Anak Pemerintah Aceh. http://repository.ut.ac.id/94/
  23. Masthori, A., Nugroho, H. A., & Ferdiana, R. (2016). Penggunaan Metode Webqual Modifikasi dalam Evaluasi Kualitas Layanan Website Pemerintah Daerah The Use of Modified Webqual Method in Evaluation of Website Service Quality of Local Government. 1(1), 57–68.
  24. Matari, L. A. (2019). Pengaruh Kualitas Produk, Kualitas Layanan, dan Lokasi Terhadap Keputusan Pembelian di Kopitree Medan (pp. 1–111).
  25. Monalisa, S., Sistem, J., Fakultas, I., Dan, S., Uin, T., Riau, S., Soebrantas, J. H., 155, N., & Baru, S. (2016). Analisis Kualitas Layanan Website Terhadap Kepuasan Mahasiswa dengan Penerapan Metode Webqual (Studi Kasus : UIN Suska Riau). Jurnal Sains, Teknologi Dan Industri, 13(2), 181–189. http://ejournal.uin-suska.ac.id/index.php/sitekin
  26. Mutasa, L. S., & Iyamu, T. (2021). Conceptualizing the integration of ehealth with egovernance in a developing country. Information Resources Management Journal, 34(3), 64–78. https://doi.org/10.4018/IRMJ.2021070104
  27. Nurrahman, A., & Rahman, J. (2021). Efektivitas Sicantik Cloud Pada Pelayanan Publik Perizinan Berbasis E- Goverment Dikabupaten Purwakarta. Jurnal Teknologi Dan Komunikasi Pemerintahan, 3(2), 31–50. https://doi.org/10.33701/jtkp.v3i2.2310
  28. Permana, A. I. (2020). Pengaruh Kualitas Website, Kualitas Pelayanan, Dan Kepercayaan Pelanggan Terhadap Minat Beli Pelanggan Di Situs Belanja Online Bukalapak. Ekonomi Bisnis, 25(2), 94–109. https://doi.org/10.33592/jeb.v25i2.422
  29. Prastya, D. E., Nurmandi, A., & Salahudin. (2022). Analysis of Website Quality and City Government’s Twitter Accounts in East Java Province, Indonesia: (Case Study: Surabaya, Malang, Mojokerto, Pasuruan and Probolinggo). In Y. X., S. S., D. N., & J. A. (Eds.), 6th International Congress on Information and Communication Technology, ICICT 2021 (Vol. 216, pp. 113–126). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-981-16-1781-2_12
  30. Pratiwi, P. (2020). Menuju Pemerintahan Elektronik Yang Transformatif Pratiwi. Jurnal Wacana Kinerja: Kajian Praktis-Akademis Kinerja Dan Administrasi Pelayanan Publik, 23(2). https://doi.org/10.31845/jwk.v23i2.689
  31. Prayuningtians, N. (2018). Inovasi Pelayanan Perizinan Melalui Sistem Informasi Cerdas Pelayanan Terpadu untuk Publik (siCANTIK) (Studi pada Dinas Penanaman Modal dan Perizinan Terpadu Kota Balikpapan). In Skripsi.
  32. Pribadi, U. (2021). Citizens’ intention to use e-government services: The case of e-complaint service in Indonesia. International Journal of Electronic Governance, 13(2), 114–131. https://doi.org/10.1504/IJEG.2021.116884
  33. Puspita, Y. C. (2019). Analisis Kesesuaian Teknologi Penggunaan Digital Payment pada Aplikasi OVO. Jurnal Manajemen Informatika, 9(2), 121–128.
  34. Putra, I. G. L. A. R., & Swastika, I. putu A. S. (2016). Analisis Kerangka Kerja E-Government Assesment pada Situs Website Pemerintah Daerah di Indonesia, dalam Seminar Nasional Teknologi Informatika dan Komunikasi. 2016(Sentika), (pp.18-19).
  35. Ramadhan, D. (2018). ANALISA PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BISNIS ONLINE. Pelaksanaan Pekerjaan Galian Diversion Tunnel Dengan Metode Blasting Pada Proyek Pembangunan Bendungan Leuwikeris Paket 3, Kabupaten Ciamis Dan Kabupaten Tasikmalaya Jawa Barat, 1(11150331000034), 1–147.
  36. Saidani, B., & Arifin, S. (2012). Pengaruh kualitas produk dan kualitas layanan terhadap kepuasan konsumen dan minat beli pada ranch market. Jurnal Riset Manajemen Sains Indonesia, 3(1), 1–22.
  37. Sari, K. D. A., & Winarno, W. A. (2012). IMPLEMENTASI E-GOVERNMENT SYSTEM DALAM UPAYA PENINGKATAN CLEAN AND GOOD GOVERNANCE DI INDONESIA. Jurnal Ilmu Sosial Dan Politik, XI(1), 1–19.
  38. Sastika, W. (2019). Analisis Kualitas Layanan Dengan Menggunakan E-Service Quality Untuk Mengetahui Kepuasan Pelanggan Belanja Online Shoppe (Studi Kasus : Pelanggan Shopee Di Kota Bandung 2017). 8(5), 55.
  39. Seo, D., Tan, C.-W., & Warman, G. (2018). Vendor satisfaction of E-government procurement systems in developing countries: an empirical research in Indonesia. Information Technology for Development, 24(3), 554–581. https://doi.org/10.1080/02681102.2018.1454878
  40. Singh, V., & Singh, G. (2018). Citizen centric assessment framework for e-governance services quality. 27(1).
  41. Uthaman, V. S., & Ramankutty, V. (2019). Service quality of e-governance services through common service centres (OSQ-CSC) in India: A study using structural equation modeling. 12th International Conference on Theory and Practice of Electronic Governance, ICEGOV 2019, Part F1481, 487–488. https://doi.org/10.1145/3326365.3326435
  42. Warjiyono, & Hellyana, C. M. (2018). Pengukuran kualitas website pemerintah desa jagalempeni quality measurement of jagalempeni village government website using webqual 4 . 0 methode. 5(2), 139–146. https://doi.org/10.25126/jtiik.201852666
  43. Widiani, Y. N. (2018). Kualitas pelayanan e-government melalui aplikasi e-filing kantor pelayanan pajak pratama bandung. 11(2), 88–96.
  44. Wierzbowski, M., Galán-Vioque, R., Casado, E. G., Grzywacz, M., & Sokołowski, M. M. (2021). Challenges and prospects of e-governance in Poland and Spain. Electronic Government, 17(1), 1–26. https://doi.org/10.1504/EG.2021.112941

Downloads

PDF

Statistic

Abstract Views
: 344 times
PDF
: 16 times