Analisis Kualitas Layanan Pindah Keluar pada SIAPEL–TEGAS menggunakan Metode E-Govqual dan Importance Performance Analysis
DOI:
https://doi.org/10.55606/jtmei.v5i3.6347Keywords:
E-Government, E-Govqual, IPA, Quality Of Service, SIAPEL–TEGASAbstract
The implementation of e-government is one form of utilization of information and communication technology in improving the effectiveness, efficiency, transparency, and quality of public services. One form of digital-based services implemented by the Population and Civil Registration Office of Malang City is SIAPEL–TEGAS which is used to facilitate online population administration services, especially resident transfer services. This study aims to analyze the quality of transfer services on SIAPEL–TEGAS using the E-GovQual and Importance Performance Analysis (IPA) methods. The study used a quantitative approach with data collection through distributing questionnaires to 38 respondents who used SIAPEL–TEGAS services. The dimensions used in the study include ease of use, trust, reliability, content and appearance of information, and citizen support. The results showed that the quality of SIAPEL–TEGAS services is generally in the good category with a suitability level value of 84.70%. The trust dimension obtained the highest performance value of 4.24, while the reliability dimension obtained the lowest performance value of 3.91. The results of the IPA analysis indicate that the top priority attributes for improvement are the system's accessibility to all residents of Malang City and the ease of understanding the service features. Therefore, service quality improvements need to focus on improving the system's reliability and usability to optimize SIAPEL–TEGAS service quality and meet users’ expectations.
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