Analisis Kualitas Layanan Publik Berbasis Digital di Jakarta: Metode E-Governance Quality (E-Govqual) dan Importance Performance Analysis (IPA)

Nurul Widya Salsabillah, Saefudin Zuhri, Yuli Swastiawati

Abstract


Jakarta Kini (JAKI) merupakan inovasi layanan publik yang dilakukan oleh Pemprov DKI Jakarta. Sebagaimana governansi digital (e-government), aplikasi ini dibuat untuk efisiensi dan efektifitas kinerja pemerintah dalam memberikan kualitas layanan prima dan untuk memastikan bahwa aplikasi ini berfungsi dengan baik dan sesuai dengan harapan pengguna. Penelitian ini bertujuan untuk mengukur dan menganalisis kualitas layanan berbasis digital tersebut dengan menilai empat dimensi e-Government Quality (e-Govqual) dan dikombinasikan dengan metode Importance Performance Analysis (IPA). Jenis penelitian ini adalah kuantitatif. Teknik pengumpulan data dilakukan dengan metode survei daring dan responden dipilih dengan cara sample acak sederhana (simple random sampling). Hasil penelitian ini menunjukkan bahwa aplikasi JAKI masih kurang memenuhi harapan pengguna. Kemudian berdasarkan analisis IPA, hanya ada empat atrinut yang menjadi prioritas layanan JAKI yaitu; struktur tampilan yang mudah dipahami, fitur yang terorganisir dengan baik, informasi yang ditampilkan sudah sesuai dengan kebutuhan pengguna, dan Informasi yang ditampilkan selalu terkini.

Keywords


Kualitas Layanan Publik; Jakarta Kini (JAKI); E-Govqual; IPA Analysis

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DOI: https://doi.org/10.31334/transparansi.v7i2.4236

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