Pengaruh Kualitas Pelayanan Aplikasi SiPaduko Terhadap Kepuasan Masyarakat di Kota Jambi

Abstrak

In today's world, technology is ubiquitous in various aspects of human life. The governance utilizes technology to improve service quality by leveraging it to provide convenience to the public. Jambi City, as one of the regions that continues to innovate in the use of technology in public services, introduced the SiPaduko application to improve service quality. However, in 2024, when Jambi City was ranked fourth nationally as the region implementing the Electronic-Based Government System (SPBE) with the best score, there was a decline in SiPaduko application users in the same year. The quality of the services provided is questionable, whether there has been an increase in quality given the various obstacles that have occurred. This raises questions about the satisfaction of Jambi City residents who use the SiPaduko application. This study aims to examine the quality of service and public satisfaction in Jambi City, as well as the effect of the quality of the SiPaduko application service on public satisfaction in Jambi City. A descriptive quantitative approach was used in this study. The population in the study was 2,205 people, with a sample of 100 people using the Slovin technique. The sampling technique used was disproportionate stratified random sampling. The variables in this study consist of the independent variable (X), namely service quality, and the dependent variable (Y) is public satisfaction. The data collection technique used a questionnaire with a Likert Scale. Then, the data analysis technique used descriptive statistics and inferential statistics, as well as the coefficient of determination to see the extent of the influence of the service quality of the SiPaduko application on public satisfaction in Jambi City. The results of the study show that both variables used in the study have the same Respondent Achievement Level (TCR) in the "Good" category. Meanwhile, for the influence of the service quality of the SiPaduko application on public satisfaction in Jambi City, there is a significant and positive influence between the two variables. In addition, service quality (X) influences public satisfaction (Y) by 15.1%. Therefore, further research is needed on other variables that might influence public satisfaction in Jambi City in using the SiPaduko application.