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Evaluation of the E-Government Quality of Services (Case Study: X City Government)

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Evaluation of the E-Government Quality of Services (Case Study: X City Government)


Dela Handayani | I Ketut Adi Purnawan | Gusti Made Arya Sasmita



Dela Handayani | I Ketut Adi Purnawan | Gusti Made Arya Sasmita "Evaluation of the E-Government Quality of Services (Case Study: X City Government)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4, June 2020, pp.356-361, URL: https://www.ijtsrd.com/papers/ijtsrd30854.pdf

The application of Information Technology in government is not only based on the desire to create a more efficient government, but also to improve the public access to information and the quality of services developed by the government. This study measures the extent of the quality of citizens’ aspirations service at Badung Communication and Information website. The method used is the E-Govqual method, since it was created specifically to assess government-owned websites. E-Govqual itself has 22 attributes which are divided into five variables; namely Ease of Use, Trust, Reliability, Content and Appearance of Information, and Citizen Support. The data collected were analyzed using the Importance Performance Analysis (IPA) method in order to obtain indicators that are in need of improvement or to be maintained based on users' perceptions and expectations. The result of the analysis shows that the citizens’ aspirations service at Badung Communication and Information website is still not in accordance to the users' expectations. This is shown by the suitability value of <100%, which is 81%; and the average result of the gap value of <0, which is -0.84. There are 10 attributes of the main improvements to the citizens’ aspirations service at Badung Communication and Information website.

E-Government, Quality of Service, E-Govqual, Importance-Performance Analysis (IPA)


IJTSRD30854
Volume-4 | Issue-4, June 2020
356-361
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

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