Pengaruh Kualitas Pelayanan Aplikasi Sipaduko terhadap Kepuasan Masyarakat di Kota Jambi
(The Effect of Sipaduko Application Service Quality on Public Satisfaction in Jambi City)
DOI:
https://doi.org/10.31334/transparansi.v8i2.5353Keywords:
Kualitas Pelayanan; Kepuasan Masyarakat; Aplikasi SiPaduko;Abstract
(The Effect of Sipaduko Application Service Quality on Public Satisfaction in Jambi City)
Pemerintah memanfaatkan teknologi untuk meningkatkan kualitas layanan guna memberikan kemudahan bagi masyarakat. Kota Jambi adalah daerah yang terus berinovasi dalam layanan publik berbasis teknologi, salah satunya melalui aplikasi SiPaduko. Namun, pada tahun 2024, meskipun Kota Jambi menempati peringkat keempat secara nasional dalam penerapan Sistem Pemerintahan Berbasis Elektronik (SPBE), terjadi penurunan jumlah pengguna aplikasi SiPaduko. Kondisi ini menimbulkan peryanyaan mengenai kualitas pelayanan yang diberikan serta kepuasan warga Kota Jambi yang menggunakan aplikasi SiPaduko. Penelitian ini bertujuan mengkaji kualitas layanan dan kepuasan publik di Kota Jambi, serta pengaruh kualitas layanan aplikasi SiPaduko terhadap kepuasan publik di Kota Jambi. Dalam penelitian menerapkan pendekatan kuantitatif deskriptif. Populasi berjumlah 2.205 orang, dengan sampel 100 orang memakai teknik Slovin. Sampling acak berstrata tidak proporsional digunakan dalam penelitian. Variabel penelitian ialah variabel independen (X) kualitas layanan, dan variabel dependen (Y) kepuasan masyarakat. Teknik pengumpulan data menerapkan kuesioner. Teknik analisis data memakai statistik inferensial dan statistik deskriptif, serta koefisien determinasi untuk mengetahui tingkat pengaruh antar variabel. Hasil penelitian memperlihatkan kedua variabel yang dipakai dalam penelitian ini mempunyai Tingkat Pencapaian Responden (TCR) yang sama dalam kategori “Baik”. Selain itu, terdapat pengaruh yang positif dan signifikan antara variabel kualitas layanan (X) yang mempengaruhi kepuasan masyarakat (Y) sebesar 15,1%. Oleh sebab itu, diperlukan penelitian lanjutan terhadap variabel lain yang mempengaruhi kepuasan masyarakat di Kota Jambi dalam menggunakan aplikasi SiPaduko.
Abstract
The government utilizes technology to improve service quality in order to provide convenience for the community. The city of Jambi is an area that continues to innovate in technology-based public services, one of which is through the SiPaduko application. However, in 2024, even though the city of Jambi ranked fourth nationally in the implementation of the Electronic-Based Government System (SPBE), there was a decline in the number of SiPaduko application users. This situation raises questions about the quality of services provided and the satisfaction of Jambi City residents who use the SiPaduko application. This study aims to examine the quality of services and public satisfaction in Jambi City, as well as the influence of the quality of SiPaduko application services on public satisfaction in Jambi City. This study applies a descriptive quantitative approach. The population consisted of 2,205 people, with a sample of 100 people using the Slovin technique. Non-proportional stratified random sampling was used in this study. The research variables were the independent variable (X) of service quality and the dependent variable (Y) of public satisfaction. The data collection technique used a questionnaire. The data analysis technique used inferential statistics and descriptive statistics, as well as a coefficient of determination to determine the level of influence between variables. The results of the study show that the two variables used in this study have the same Respondent Achievement Level (RAL) in the “Good” category. In addition, there is a positive and significant influence between the service quality variable (X) and public satisfaction (Y) of 15.1%. Therefore, further research is needed on other variables that affect public satisfaction in Jambi City in using the SiPaduko application.
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