Musyarofah, Ully Laili (2023) Analisis Kepuasan Pengguna E-Office Menggunakan Model Servqual (Studi Kasus : Bappeda Kab. Mojokerto). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The application of Information and Communication Technology in government institutions is carried out through the ranking of e-Government Indonesia, each Ministry, LPNK, and Regional Government obtains an assessment from the Ministry of Communication and Informatics as evaluation material for the Central Government in the development of e-Government Indonesia. The Mojokerto Regency e-office has a function as an electronic official document layout which has been in use since the Covid-19 pandemic, and now the E-Office is used as a means to support the paperless movement. The purpose of this study is to find out how the SERVQUAL model supports the quality of E-Office services on the level of user satisfaction and how the level of user satisfaction with E-Office services at Bappeda Kab. Mojokerto using respondents as many as 47 employees, and using saturated sampling. Data collection using an offline questionnaire. Model testing uses SPSS software version 26 which is the latest version of SPSS software. The results of this study show that the first variable in servqual analysis calculations is the tangible variable with a mean gap value of -0.306, the empathy variable with a mean gap value of -0.335, the reliability variable with a mean gap value of 0.150, the responsiveness variable with a mean gap value of -0.232, the assurance variable with -0.312 and the satisfaction variable with a mean gap value of -0.595. Based on the servqual calculation, it shows that there is a gap between perceptions and expectations. The mean value of the biggest gap is obtained by the satisfaction variable of 0.595 and the empathy variable of -0.335. This must be overcome by evaluating improvements to the E-Office system so that in the future users will feel satisfied with E-Office. Then in calculating the results of the t test on hypothesis testing there are 2 variables that have a significant effect on user satisfaction, namely the responsiveness variable with a significance value of 0.000 and the assurance variable with a significance value of 0.019. Based on the results of testing the hypothesis, user satisfaction is influenced by responsiveness and assurance variables. Keywords : Technology, E-Office, Servqual, SPSS 26
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | T Technology > T Technology (General) > T58.6-58.62 Management Information Systems | ||||||||||||
| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Unnamed user with email 19082010007@student.upnjatim.ac.id | ||||||||||||
| Date Deposited: | 24 Jul 2023 08:57 | ||||||||||||
| Last Modified: | 24 Jul 2023 08:57 | ||||||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/16199 |
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