Analisa Kualitas Layanan Elektronik Pemerintah (Electronic Government Serv.Qual) pada Website Badan Pelayanan Perizinan Terpadu Kota Bandung

Muhammad Naufaldhia, Damayanti Octavia

Abstract

Abstrak Penelitian ini menggunakan metode kuantitatif. Jenis penelitian ini adalah penelitian deskriptif. Penggumpulan data dilakukan dengan menggunakan kuesioner. Teknik Sampling yang digunakan dalam penelitian ini yaitu teknik non-probability sampling dengan jumlah responden sebesar 385. Dalam penelitian ini terdapat lima aspek penilaian yaitu trust, web design, e-readiness, security dan quality of service. Teknik analisis data dalam penelitian ini menggunakan metode customer satisfaction index dan important performance analysis. Berdasarkan hasil analisis kepuasan konsumen, disimpulkan bahwa masyarakat kota Bandung puas terhadap layanan elektronik yang dilakukan oleh badan pelayanan perizinan terpadu kota Bandung. Kata Kunci : Indeks Kepuasan Konsumen, Important Performance Analysis, Kualitas Layanan, E-Government Abstract This research uses quantitative method. The type of this research is descriptive research. Data collection is done by using questionnaire. The sampling technique used in this research is non-probability sampling technique with 385 respondents. In this research there are five aspects of the assessment of trust, web design, ereadiness, security and quality of service. Data analysis technique in this research using customer satisfaction index method and important performance analysis. Based on the results of customer satisfaction analysis, it was concluded that the people of Bandung are satisfied with the electronic services performed by badan pelayanan perizinan terpadu kota Bandung. Keywords : Customer Satisfaction Index, Important Performance Analysis, Service Quality, E-Government

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