Hanum, Apriliana Latifah (2025) Analisis Faktor Kualitas Layanan Website Surabaya Single Window Menggunakan Model E-Govqual dan IPA. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of information technology in the public service sector encourages the government to provide efficient and transparent services. The Surabaya Single Window (SSW) website is one form of e-government implementation in the city of Surabaya which is intended to facilitate the licensing and non-licensing processes online. However, based on initial findings, there are still complaints from the public regarding the quality of the website's services, such as an interface that is not user-friendly, unclear information, and slow complaint response process. This study aims to analyze the quality factors of the SSW website service based on user perceptions using the E-Govqual model and the Importance Performance Analysis (IPA) approach. The E-Govqual model includes six dimensions, namely Ease of Use, Trust, Functionality of the Interaction Environment, Reliability, Content and Display of Information, and Citizen Support. This study uses a quantitative method by distributing questionnaires to 400 respondents. The results of the analysis show that several indicators are in the priority improvement quadrant (quadrant I), such as clarity of information, speed of access, and effectiveness of complaint features. The negative gap value in several indicators also indicates that service performance has not met user expectations. Therefore, improvements are needed in these service aspects. These findings are expected to be strategic input for the Surabaya City Communication and Informatics Service in developing the quality of digital services sustainably.
| 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: | Apriliana Latifah Hanum | ||||||||||||
| Date Deposited: | 20 Jun 2025 03:36 | ||||||||||||
| Last Modified: | 20 Jun 2025 03:36 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/38601 |
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