E-Service Quality pada Pelayanan Kependudukan Elektronik Alpukat Betawi Pemerintah Provinsi DKI Jakarta

Siti Nurjanah; Wahyu Mahendra

doi:10.26905/pjiap.v7i2.7491

E-Service Quality pada Pelayanan Kependudukan Elektronik Alpukat Betawi Pemerintah Provinsi DKI Jakarta

Siti Nurjanah, Wahyu Mahendra

Abstract

Alpukat Betawi is an electronic public service provided to facilitate population administration services in the DKI Jakarta Province. However, not all electronic services have good service quality. This can be seen from some problems such as systems that are not running well and cannot be accessed on time, as well as data security that is not free from dangerous risks. This study aims to analyze the Betawi avocado using an e-service quality approach. The research approach carried out in this study is quantitative with a mixed-method data collection technique, which combines quantitative and qualitative methods through surveys, in-depth interviews, and literature studies. The results of this study indicate that the e-service quality on Alpukat Betawi electronic population service in the DKI Jakarta Provincial Government is in the good category (92%). This is evident from the four dimensions of e-service quality proposed by Papadomichelaki Mentzas (2012) which belong to the good category.

Keywords

Alpukat Betawi; E-Service Quality; Population Service.

Full Text:

PDF

References

Alabdallat, W., & Alhawari, O. (2021). Considering Business Perception in Assessing E-Service Quality in the Jordanian Government. Managament Science Letters, 11, 1591-1600.

Albar, & Mooduto, HA., & Dahlan, A.A., & Yuhefizar, & Erwadi, & Napitupulu, D. (2017). E-government Service Quality Based on E-GovQual Approach Case Study in West Sumatera Province. International Journal on Advanced Science Engineering Information Technology, 7(6), 2337-2342.

Alpukat Dukcapil DKI Jakarta (nd). Alpukat Betawi. Retrieved from https://alpukatdukcapil.jakarta.go.id/

Badan Pusat Statistik. (2021, 22 Januari). Jumlah Penduduk Hasil SP2020 Provinsi DKI Jakarta Sebesar 10.56 Juta Jiwa. Retrieved from https://jakarta.bps.go.id/pressrelease/2021/01/22/541/jumlah-penduduk-hasil-sp2020-provinsidki-jakarta-sebesar-10-56-juta-jiwa.html

E. Ristya, W. (2011). Uji Validitas dan Reliabilitas dalam Penelitian Epidemiologi Kedokteran Gigi. Stomatognatic-Jurnal Kedokteran Gigi, 8(1), 27-34.

Ghozali, I. (2005). Aplikasi Multivariate dengan Proses SPSS. Semarang: Badan Penerbit Universitas Diponegoro.

Hanggara, G. (2021). Cara Gampang Urus Dokumen Kependudukan Lewat Jaki. Retrieved from https://smartcity.jakarta.go.id/blog/615/cara-gampang-urusdokumen-kependudukan-lewat-jaki

Kominfo. (2020, 27 Agustus). Tips dari Kominfo untuk Melindungi Data Pribadi di Internet. Retrieved from https://kominfo.go.id/content/detail/28946/tips-darikominfo-untuk-melindungi-data-pribadi-di-internet/0/sorotan_media

Ombudsman Republik Indonesia Perwakilan Jakarta Raya. (2019). Catatan Akhir Tahun 2018. Jakarta: Ombudsman Republik Indonesia Perwakilan Jakarta Raya.

Ombudsman RI. (2020, 04 Maret). Selama 2019, Ombudsman: Pemda dan Kepolisian Banyak DilaporkanWarga. Retrieved from https://ombudsman.go.id/news/r/selama-2019-%20ombudsman-pemda-dankepolisian-banyak-dilaporkan-warga

Papadomichelaki, X., & Mentzas, G. (2012). E-GovQual: A Multiple-Item Scale for Assessing E-government Service Quality. Government Information Quarterly, 29(1), 98-109.

Pratiwi, A.D.E., & Wardani, N.H., & Herlambang, A.D. (2019). Analisis Kualitas Situs Web Pemerintah Daerah Pelayanan Perijinan Terpadu terhadap Kepuasan Pengguna Menggunakan Model E-Govqual (Studi Kasus: Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Kutai Barat, Kalimantan Timur). Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 3(9), 9177-9185.

Rahayu, A.Y. S., & Juwono, V. (2018). Birokrasi dan Governance: Teori, Konsep dan Aplikasinya. Depok: Raja Grafindo Persada.

The Global Economy. (2021). Indonesia: Public Service Index. Retrieved from https://www.theglobaleconomy.com/Indonesia/public_services_index/

Thomas, V. F. (2020, 19 Maret). Mencoba Layanan Publik Daring Yang Bikin Kepala Pening. Retrieved from https://tirto.id/mencoba-layanan-publik-daring-yang-bikin-kepala-pening-eFX1

Wijatmoko, T.R., & Siregar, M.U. (2019). Evaluation of E-government Service Quality Using e-GovQual Dimensions. International Journal on Informatics for Development, 8(2), 55-61.

DOI: https://doi.org/10.26905/pjiap.v7i2.7491