Analisis e-service quality pada aplikasi PeduliLindungi selama masa pandemi Covid-19 di DKI Jakarta

Laneisha Sherissa, Fikri Akbarsyah Anza

Abstract


PeduliLindungi app is currently a mandatory app to do daily activities during COVID-19. The service quality of the PeduliLindungi app has become a public concern considering that the application is currently used by all people. However, users often have some trouble about PeduliLindungi app services, such as certificate of COVID-19 vaccine takes time to appear on the app, the registration procces usually had a trouble, and the response form PeduliLindungi team regarding the complaints of users tend to be long. Based from the previous problems, this thesis aims to analyse electronic service quality on PeduliLindungi app in DKI Jakarta. The approach used in this research is quantitative, with collection techniques is quantitative method through survey. Interviews and literature study used for supporting data. The results of this study indicate that e-service quality on PeduliLindungi app is in good category. That results proved by four dimensions of e-service quality proposed by Papadomichelaki dan Mentzas (2012), three dimensions are in good category and only one dimension is in bad category. Therefore, this study provides suggestions to Ministry of Health to develop some features and enrich information that makes it easier for users, and to the health center to set a deadline for inputting data on people who are vaccinated. 


Keywords


COVID-19, E-Service Quality, E-Service, PeduliLindungi App, Public Service

Full Text:

PDF

References


CNN Indonesia. (2021, Juni 30). Rencana PPKM Darurat di tengah ancaman gelombang kedua Covid. Retrieved from cnnindonesia.com: https://www.cnnindonesia.com/nasional/20210630090201-20-661133/rencana-ppkm-darurat-di-tengah-ancaman-gelombang-kedua-covid. Diakses pada 7 September 2021.

Kominfo. (2020, Agustus 8). Pandemi Covid-19 Jadi Momentum Percepatan Transformasi Digital. Retrieved from kominfo.go.id: https://www.kominfo.go.id/content/detail/28327/pandemi-covid-19-jadi-momentum-percepatan-transformasi-digital/0/berita. Diakses pada 7 September 2021.

Kominfo. (2021, Oktober 2021). Kupas tuntas aplikasi PeduliLindungi. Retrieved from aptika.kominfo.go.id: https://aptika.kominfo.go.id/2021/10/kupas-tuntas-aplikasi-pedulilindungi/. Diakses pada 1 November 2021.

Maulani, W., (2020). Penerapan Electronic Government dalam Peningkatan Kualitas Pelayanan Publik (Studi Kasus Program E-Health di Kota Surabaya. As Siyah, Vol. 5, No. 2. 44-54.

Neuman, W. L. (2014). Social ResearchMethods: Qualitative and Quantitative Approaches 7th Ed. Harlow: Pearson Education Limited.

Nurdin, I. (2019). Kualitas pelayanan publik (Perilaku aparatur dan komunikasi birkorasi dalam pelayanan publik). Surabaya: Media Sahabat Cendikia.

Papadomichelaki, X., & Mentzas, G. (2012). e-GovQual: A multiple-item scale for assessing e-government service quality. Government Information Quarterly 29, 98-109.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-item scale for measuring consumer perceptions of service quality. Journal of Service Research Vol. 7 No.3, 213-233.

Pleger, L. E., Mertes, A., Rey, A., & Bruesch, C. (2020). Allowing users to pick and choose: A conjoint analysis of end-user preference of public e-services. Government Information Quarterly, 37(4).

Rezha, F., Rochmah S., & Siswidiyanto. (2013). Analisis pengaruh kualitas pelayanan publik terhadap kepuasan masyarakat (Studi tentang pelayanan kartu tanda penduduk elektronik di Kota Depok). Jurnal Administrasi publik (JAP), Vol.1 No.15, 981-990.

Seeber, L., Conrad T., Christian, H., Patrick, O., Xi, C., Karsch, K., Muehlhans, S., Tief, F., Boettcher, S., Diedrich, S., Shweiger, B., & Rath, B. (2017). Educating pantes about vaccination status of their children: A user-centered mobile application. Preventive Medicine Reports 5. 241-250.

Septa, F., Yudhana, A., & Fadlil, A. (2019). Analisis Kualitas Pelayanan E-Government dengan Pendekatan e-GovQual Modifikasi. Jurnal Sistem Informasi Bisnis, 9(2), 157-164.




DOI: https://doi.org/10.26905/pjiap.v7i1.7494

Refbacks

  • There are currently no refbacks.



Editorial Office

Publisia: Jurnal Ilmu Administrasi Publik

University of Merdeka Malang


Information:

Image result for address iconTerusan Dieng Street 59, Malang City, East Java, Indonesia, 65146.
Image result for address blue iconpublisia.jopad@unmer.ac.id
 +62 853-9911-9263 

 

Indexing:

width="150"crossref

   

Tools:

TurnitinMendeleyGrammarly

Supported By:

Universitas Merdeka Malang

 

 


Lisensi Creative Commons

@2020 Copyright of PUBLISIA: Jurnal Ilmu Administrasi Publik ISSN 2541-2 515 (print), ISSN 2 541-2035 (online). PUBLISIA: Jurnal Ilmu Administrasi Publik is licensed under a Creative Commons Attribution 4.0 license

P-JIAP Stats