Dinanita, Nur (2025) EVALUASI KUALITAS WEBSITE POSKETANMU DISPENDUKCAPIL KABUPATEN MOJOKERTO MENGGUNAKAN E-GOVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of information technology demands that governments provide digital public services that are effective, transparent, and easily accessible. One such innovation is the POSKetanmu Website of the Department of Population and Civil Registration (Dispendukcapil) of Mojokerto Regency, which is designed to simplify population administration processes online. However, several challenges remain, including service procedures that are not well understood, lengthy account verification processes, and technical difficulties when uploading documents. Therefore, it is necessary to evaluate the service quality of the Website using the E-GovQual model with six main dimensions: Ease of Use, Reliability, Trust, Functionality of the Interaction Environment, Content and Appearance of Information, and Citizen Support. The analysis was conducted using the Importance Performance Analysis (IPA) method. After the screening process, 391 respondents were obtained, who completed a five-point Likert scale instrument to assess importance and performance. The results indicate an average conformity level of 96% with an overall gap of -0.17. Several priority indicators in Quadrant I, such as RB1, RB2, RB3, RB4, EU1, and FI2, highlight that reliability and ease of navigation are critical aspects that must be improved. These findings lead to strategic recommendations, including the development of interactive features, enhancement of system stability, and optimization of the user interface design, enabling the POSKetanmu Website to deliver a better, more responsive digital service experience that meets public expectations.
| 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: | Nur DInanita | ||||||||||||
| Date Deposited: | 15 Sep 2025 06:55 | ||||||||||||
| Last Modified: | 15 Sep 2025 06:55 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/43532 |
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