E-Government Application Service Quality Analysis Using E-Govqual Method and Importance Performance Analysis (IPA)

Abstract

Application Depok Single Window (DSW) is a combination of various application portal of public services in Depok. To improve the quality of mobile - based e-Government services provided by the Depok City Government to the community, periodic evaluations are needed. But in reality, the Depok City Communication and Information Office has not evaluated the e-Government application service on the DSW application based on the perceptions and expectations of its users, so the application is still experiencing several obstacles, such as problems with the DSW application. Experienced a decrease in users every month which caused at least 0.5% of users of the DSW application from the total population of Depok City. Seeing the problems that exist in the service quality of DSW applications, therefore research is needed. This study aims to determine the quality of service in the DSW application based on user perceptions and expectations, and to obtain suggestions for factors that are the main priority for improvement. The model used in this study is the E-Government Service Quality (e-GovQual) model by adding two variables, namely: User Satisfaction (USAT) and Intent to Reuse (USE). This research uses a quantitative approach, and the data analysis process is carried out with IBM Statistics SPSS version 24 for Importance Performance Analysis (IPA), then SmartPLS version 3.2.9 is also used for analysis of the outer and inner models with the PLS-SEM approach. As a result, all indicators used have a negative gap value with the largest value on the Intention to Use variable with an average r value of −0.64. The factors that become the main priority for improvement are the efficiency (EFI) and Citizen Support (CS4) variables, namely: managers are responsive to user problems, managers have adequate knowledge to answer public questions, managers have the ability to deliver services with trust and confidence and information about adequate service.