ASSESSMENT OF SERVICE QUALITY OF PASURUAN E-SAMBAT APPLICATION WITH E-GOVQUAL DIMENSION APPROACH

Abstract

Public services are government mediators in providing services to the needs of the community. The development of technology makes it easier for state and regional apparatuses to provide public services through an application called E-Government. Similarly, the Pasuruan City Communication and Information Agency has tried to organize the E-Sambat application. This study aims to provide an understanding of the quality of E-Sambat services based on the E-GovQual dimension approach, the gap between E-Sambat performance and public expectations for the E-Sambat application, and knowing which items will be prioritized to be immediately improved in the E-Sambat application. To analyze the feasibility of the application using GAP and the Important Performance Analysis (IPA) method is used to analyze items that are prioritized for improvement. Respondents in this study were 445 respondents. Based on the results of the analysis conducted, the quality of E-Sambat application services is very feasible with a feasibility percentage value of 100%, application performance GAP and public expectations for the Ease of Use variable of 0.08, Trust variable of -0.04, Functionality of the Interaction Environment variable of 0.02, Reliability variable of -0.03, Content and Information Display variable of 0.01, and the Community Support variable of 0.00. The overall average gap is 0.01 which means that people are satisfied with the E-Sambat application service. There are six items that are prioritized for improvement, namely TR 1 (security of personal data of E-Sambat users), TR 6 (access control of E-Sambat users), RLB 1 (speed in downloading E-Sambat forms), CAI 7 (use of colors in the E-Sambat application), CAI 8 (graphics in the E-Sambat application), and CS 5 (User questions answered quickly).