Lismaya, Marsya (2026) KUALITAS PELAYANAN SISTEM PENGADAAN SECARA ELEKTRONIK (SPSE) DALAM PENGADAAN BARANG/JASA PEMERINTAH KOTA SURABAYA. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
Electronic public services are a form of public administration innovation aimed at improving the effectiveness, efficiency, transparency, and accountability of government services to the public. Advances in information technology are driving digital transformation across various sectors, including the procurement of government goods and services through the Electronic Procurement System (SPSE). The implementation of SPSE is expected to support the procurement of goods and services in a more effective and transparent manner; however, its success depends heavily on the system’s ability to meet user expectations. This study aims to analyze the quality of service provided by the Electronic Procurement System (SPSE) based on the gap between users’ expectations (expected service) and perceptions (perceived service) regarding the procurement of goods and services by the Surabaya City Government. This study employs a quantitative approach using descriptive analysis, based on a questionnaire distributed to 81 active users of the SPSE. The service quality analysis was conducted by integrating the E-S-QUAL dimensions—which include efficiency, fulfillment, system availability, and privacy—and using the Gap Model of Service Quality (Gap Model 5). The research results show that all dimensions of SPSE service quality have negative gap values, indicating that the service perceived by users has not fully met expectations. The efficiency dimension has a gap value of −197, fulfillment of −171, system availability of −313, and privacy of −250, with an overall average gap value of −931. The largest gap value is found in the system availability dimension, while the smallest gap value is found in the fulfillment dimension. These findings indicate a gap between users’ expectations and perceptions regarding the quality of SPSE services in the City of Surabaya.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JQ Political institutions Asia > JQ224 Public policy and administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Marsya Lismaya - | ||||||||
| Date Deposited: | 09 Jul 2026 04:16 | ||||||||
| Last Modified: | 09 Jul 2026 05:04 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/54949 |
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