Pamungkas, Yerikho Dwi Harpendi (2023) Analisis Kepuasan Pengguna Menggunakan E-Service Quality Pada Mobile Application PDAM Kota Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Moving public services from traditional systems to e-government offers many benefits. PDAM Surabaya has gone digital in recent years, gradually providing online services and using social media to share information on water issues in Surabaya city. The purpose of this study is to identify electronic service quality factors that influence user satisfaction measurements in the PDAM Surabaya CIS mobile application. The survey model used in this study is E-Service Quality, which he includes four variables. Efficiency, Reliability, Reliability, Public Support, User Satisfaction. The survey was attended by his 386 respondents using the CIS PDAM Surabaya application. The results showed that the reliability and unreliability variables had a positive impact of 48% and 51% respectively on the CIS PDAM Surabaya implementation. It is now known that efficiency and citizen support variables have an indirect impact of 44% to 43% in measuring user satisfaction for the PDAM Surabaya CIS mobile application.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T58.6-58.62 Management Information Systems |
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| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Yerikho Dwi | ||||||||||||
| Date Deposited: | 21 Jul 2023 06:40 | ||||||||||||
| Last Modified: | 21 Jul 2023 06:40 | ||||||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/15508 |
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