scholarly journals E-Government Service Quality Using E-GovQual Dimensions Case Study Ministry of Law and Human Rights DIY

2020 ◽  
Vol 3 ◽  
pp. 213-219
Author(s):  
Taufiq Effendy Wijatmoko
Keyword(s):  
Information Technology ◽  
Human Rights ◽  
Service Quality ◽  
Quantitative Research ◽  
Best Practice ◽  
Research Question ◽  
Government Service ◽  
Regional Office ◽  
Government Services

Regional Office of the Ministry of Law and Human Rights DIY organizes a variety of public services using information technology, including correctional services, immigration services, general legal administration services, intellectual property services, communication services, data and information services, and others administrative services. All of these services cannot be separated from the role of information technology to provide services that are fast, cheap, effective and reliable to the public. This study was conducted to assess the quality Ministry of Law and Human Rights DIY e-Government service using e-GovQual dimensional framework as a best practice. This study include quantitative research involving a number of respondents for the survey. This research question based on the dimensions of e-Govqual and represent the attributes of each dimension of e-GovQual to assess the quality of Ministry of Law and Human Rights DIY e-Government service. The question must pass the validation test using Cronbach’s α. The processing of data using confirmatory factor analysis to obtain the main factors that affect each of the dimensions of e-GovQual. The Importance Performance Analysis (IPA) method helps e-Govqual to measure the level of importance and level of performance of each e-Govqual attribute by classifying it in the Cartesian quadrants, which can help ensure the quality of e-Government services according to the needs and expectations of citizens as service user. Values in IPA (concentrating here, continuing to work well, low priority, and possibly overdoing it) will be the value of quality e-Government services. The results of this study are expected to give priority as a recommendation for Information and Communication Technology to the development of e-Government services in order to improve service quality.

scholarly journals Evaluation of e-Government Service Quality Using e-GovQual Dimensions Case Study Regional Office Ministry of Law and Human Rights DIY

2020 ◽  
Vol 8 (2) ◽  
pp. 55
Author(s):  
Taufiq Effendy Wijatmoko ◽  
Maria Ulfah Siregar
Keyword(s):  
Information Technology ◽  
Human Rights ◽  
Service Quality ◽  
Quantitative Research ◽  
Best Practice ◽  
Government Service ◽  
Regional Office ◽  
Administrative Services ◽  
Government Services

Regional Office of the Ministry of Law and Human Rights DIY organizes a variety of public services using information technology, including correctional services, immigration services, general legal administration services, intellectual property services, communication services, data and information services, and other administrative services. None of these services can be separated from the role of information technology to provide services that are fast, cheap, effective and reliable to the public. This study was conducted to assess the quality Ministry of Law and Human Rights DIY e-Government service using e-GovQual dimensional framework as a best practice. This study includes quantitative research involving a number of respondents for the survey. Research questions are based on the dimensions of e-Govqual and represent the attributes of each dimension of e-GovQual to assess the quality of Ministry of Law and Human Rights DIY e-Government service. The question must pass the validation test using Cronbach’s α. The processing of data using confirmatory factor analysis to obtain the main factors that affect each of the dimensions of e-GovQual. The Importance Performance Analysis (IPA) method helps e-GovQual to measure the level of importance and level of performance of each e-GovQual attribute by classifying it in the Cartesian quadrants, which can help ensure the quality of e-Government services according to the needs and expectations of citizens as service user. Values in IPA (concentrating here, keeping up the good work, low priority, and possible overkill) will be the value of quality e-Government services. The results of this study are expected to give priority as a recommendation for Information and Communication Technology to the development of e-Government services in order to improve service quality. 

A quality function deployment strategy for improving mobile-government service quality in the Gulf cooperation council countries

2018 ◽  
Vol 25 (8) ◽  
pp. 3276-3295 ◽  
Author(s):  
Meiaad Rashid Alsaadi ◽  
Syed Zamberi Ahmad ◽  
Matloub Hussain
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Gulf Cooperation Council ◽  
Quality Factors ◽  
Government Service ◽  
Content Type ◽  
Government Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThe purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic plan for improving the quality of m-government services from a customer perspective in the GCC.Design/methodology/approachA quantitative approach was used in this case study of m-government services in the GCC. Data were collected using focus groups and questionnaires for three similar m-government applications (one from the United Arab Emirates, one from the Saudi Arabia and one from Oman). The house of quality tool, including technical benchmarking, was applied as part of the quality function deployment (QFD) approach to identify customer requirements, translate them to technical requirements and develop a strategic plan for improving the quality of m-government services.FindingsThe results revealed that “real time” had the highest priority for deployment, while “tangible service,” contrary to expectations, had the lowest priority for deployment.Research limitations/implicationsStudy findings are limited to the m-government services delivered to citizens. There is scope for further study into m-government services delivered both to businesses and other governments.Practical implicationsThe findings imply that the m-government decision makers must involve citizens in all service-development processes to ensure that service delivery meets citizens’ expectations.Originality/valueMost previous studies regarding m-government service-quality dimensions have used information system service-quality dimensions. This study is one of the pioneering studies to have successfully derived m-government service-quality factors using the QFD matrix.

scholarly journals Influence of Information Technology and Working Time on the Competency and Quality of Administration Services, Hasanuddin University

2020 ◽  
Vol 2 (4) ◽  
pp. 94-106
Author(s):  
Ruth Epi Lobo ◽  
Musran Munizu ◽  
Yunus Amar
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Decision Maker ◽  
Quantitative Research ◽  
Working Time ◽  
Clear Picture ◽  
Quality Information ◽  
Administrative Services

This study aims to analyze the effect of information technology and tenure on the competence and quality of administrative services at Hasanuddin University. This type of research uses this type of quantitative research is a type of research which is a type of research with the researcher as the decision-maker for what research will be carried out, compiling specific questions, limiting questions, collecting measurable data from participants, analyzing numbers using statistics, conducting an impartial investigation, in objective ways. In analyzing data, researchers collect, classify, analyze, and interpret data in order to provide a clear picture of the problem under study. The results showed that information technology partially has a positive and significant effect on competence, tenure partially has a positive and significant effect on competence, information technology partially has a positive and significant effect on service quality, tenure partially has a positive and significant effect on service quality, Competence partially has a positive and significant effect on service quality, Information technology partially has a positive and significant effect on the quality of administrative services through competence, then tenure partially has a positive and significant effect on the quality of administrative services through competence.

Theoretical Approach for Instrument Development in Measuring User-Perceived E-Government Service Quality

2020 ◽  
Vol 16 (1) ◽  
pp. 40-58
Author(s):  
Taisira Al Balushi ◽  
Saqib Ali
Keyword(s):  
Service Quality ◽  
Effective Interaction ◽  
Web Design ◽  
Vital Role ◽  
Government Service ◽  
Government Services ◽  
Quality Dimensions ◽  
Models Validation ◽  
Quality Instruments

The quality of e-government services plays a vital role in the effective interaction of users/citizens with e-government portals, and it also improves governments' efficiency and responsiveness as per users' expectations. The objective of this study is to develop an instrument to measure perceived e-government service quality by applying a three-steps approach for models validation; conceptualization, design, and normalization; it was validated with Oman e-government service users. In this article, eight main quality dimensions were studied and validated (personalization, usability, performance, web design, security, citizen involvement, satisfaction, and loyalty). The reported results emphasized the varying importance of all eight quality instruments, in addition to the higher impact of web design and security on e-government services in the context of the Oman e-government.

KAJIAN LITERATUR MODEL KONSEPTUAL KEBERHASILAN E-GOVERNMENT

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Bernadus Gunawan Sudarsono ◽  
Sri Poedji Lestari
Keyword(s):  
Information Technology ◽  
Best Practice ◽  
Public Services ◽  
Developed Countries ◽  
Internet Technology ◽  
Electronic Government ◽  
Digital Government ◽  
Management Ethics ◽  
The Government

The use of internet technology in the government environment is known as electronic government or e-government. In simple terms, e-government or digital government is an activity carried out by the government by using information technology support in providing services to the community. In line with the spirit of bureaucratic reform in Indonesia, e-government has a role in improving the quality of public services and helping the process of delivering information more effectively to the public. Over time, the application of e-Government has turned out to have mixed results. In developed countries, the application of e-Government systems in the scope of government has produced various benefits ranging from the efficiency of administrative processes and various innovations in the field of public services. But on the contrary in the case of developing countries including Indonesia, the results are more alarming where many government institutions face obstacles and even fail to achieve significant improvements in the quality of public services despite having adequate information and communication technology. The paradigm of bureaucrats who wrongly considers that the success of e-Government is mainly determined by technology. Even though there are many factors outside of technology that are more dominant as causes of failure such as organizational management, ethics and work culture. This study aims to develop a model of success in the application of e-Government from several best practice models in the field of information technology that have been widely used so far using literature studies as research methods. The results of the study show that the conceptual model of the success of the implementation of e-Government developed consists of 17 determinants of success..Keywords: Model, Factor, Success, System, e-Government

Factors affecting the development of e-government using a citizen-centric approach

2015 ◽  
Vol 6 (3) ◽  
pp. 206-222 ◽  
Author(s):  
Kanda Sorn-in ◽  
Kulthida Tuamsuk ◽  
Wasu Chaopanon
Keyword(s):  
Quantitative Research ◽  
Service Providers ◽  
Structured Interview ◽  
Government Agencies ◽  
Content Type ◽  
Factors Affecting ◽  
Government Services ◽  
Government Sector ◽  
The Government

Purpose – The purpose of this paper is to study the factors affecting the development of e-government by using a citizen-centric approach. Design/methodology/approach – This paper is a mixed-methods study consisting of qualitative and quantitative research. Data were collected from government agencies using a structured interview and questionnaire about e-government services. The research was collected from the people responsible for the management of an e-government project in 75 government agencies. In addition, the researcher collected data from 1,400 citizens by using an e-Survey questionnaire that grouped participants by age. Findings – By using a citizen-centric approach, the paper identified the factors affecting the development of e-government. There were five factors from the viewpoint of government agencies and citizen groups: quality of e-government services, policy and governance, information technology infrastructure, organization and economy and society. Research limitations/implications – The research covered the development patterns of e-government for services from government to citizens only. Practical implications – Seeing the importance of environmental factors for both service providers and service users would facilitate continuous improvement of e-government service provision by government agencies. Social implications – The results reflect citizens’ need for e-government services; quality is their priority. Hence, government agencies must consider the quality of the delivery of information and e-government services as they relate to the lifestyles and needs of citizens. Originality/value – The creation of knowledge from merging e-government concepts with citizen-centric principles is a modern government sector management theory. This research stresses the need for the government sector to see the need for e-government and to recognize the factors for its successful development. This means the design and development of e-government services should respond to the increasing needs of the citizens.

scholarly journals E-Government Service Quality in the Goods and Services Procurement in Riau Province, Indonesia

2017 ◽  
Vol 2 (4) ◽  
pp. 206
Author(s):  
Nur Laila Meilani ◽  
Sukarno . ◽  
Musadad .
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Ad Hoc ◽  
Provincial Government ◽  
Government Service ◽  
Goods And Services ◽  
Electronic Procurement ◽  
Depth Interview ◽  
Work Units

This study aims to analyze e-government service quality in the goods and services procurement in Riau Province, particularly in Pekanbaru City.  The data were collected through an in-depth interview analyzed using a dialogical interpretation approach. The results showed that the service quality of goods/services procurement in Riau Province coordinated by the Electronic Procurement Service (LPSE) through its website http://lpse.riau.go.id has already met the users’ expectation. Even so, the ad hoc position of the Work Unit of LPSE Riau, decreasing enthusiasm of goods/services providers for upgrading the skills of their human resources, and ineffective communication between LPSE, ULP and PDE of Riau Provincial Government effectively degrade the quality of service that has already run well. Hence, there should be a restructuring of LPSE and Work Units related to the e-government implementation in order to synchronize the implementation of e-government in general and e-procurement in particular in Riau Province.

scholarly journals PENGARUH KUALITAS PELAYANAN PERIZINAN TERHADAP KEPUASAN MASYARAKAT PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPMPTSP)

Epigram ◽  
2019 ◽  
Vol 15 (2) ◽  
Author(s):  
Ratna Yulianingsih ◽  
Tuti Hartati ◽  
Tuti Hartati ◽  
Mawarta Onida ◽  
Mawarta Onida
Keyword(s):  
Service Quality ◽  
Correlation Coefficient ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Processing Technique ◽  
Coefficient Of Determination ◽  
Simple Correlation ◽  
One Stop

AbstractThis study aims to determine the effect of licensing service quality on community satisfaction in the Bogor Regency DPMPTSP. This research uses quantitative research method. Data collection in Bogor Regency uses observation and questionnaire. Data processing technique using Likert scale, while the technique of data analysis using test Validity, Reliability, Normality, Linearity, simple linear regression analysis, simple correlation analysis, coefficient of determination and test of correlation coefficient significance or T test. The results are: (a) The results of simple correlation coefficient test between the quality of service quality (X) and the satisfaction of society (Y) is 0.756 is strong, if it is concluded that there is strong correlation between variable (X) and variable (Y). (b) variable of service quality (X) give influence to variable satisfaction (Y) equal to 57,1% while the rest that is equal to 42,9% influenced by other factor not examined. (c) the result of t arithmetic is 10,633, while t table is 1,663 so that 10,633 > 1,663 so that service quality of permit in DPMPTSP Bogor Regency has significant influence to the satisfaction of society.Keyword: Service Quality, Public Service, Investment Service and One Stop Service.AbstrakPenelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan perizinan terhadap kepuasan masyarakat pada DPMPTSP Kabupaten Bogor. Penelitian ini menggunakan metode penelitian kuantitatif. Pengumpulan data pada DPMPTSP Kabupaten Bogor menggunakan teknik observasi, dan kuesioner. Teknik pengolahan data menggunakan skala likert, sedangkan teknik analisis data menggunakan uji validitas, reliabilitas, normalitas, liniearitas, analisis regresi liniear sederhana, analisis korelasi sederhana, koefisien determinasi dan uji signifikansi koefisien korelasi atau uji T. Hasil penelitian menunjukkan bahwa : (a) Berdasarkan hasil uji koefisien korelasi sederhana antara variabel kualiatas pelayanan (X) dan kepuasan masyarakt (Y) bernilai 0,756 artinya kuat, jika disimpulkan bahwa terjadi hubungan yang kuat antara variabel (X) dengan variabel (Y). (b) variabel kualitas pelayanan (X) memberikan pengaruh terhadap variabel kepuasan (Y) sebesar 57,1% sedangakan sisanya yaitu sebesar 42,9% dipengaruhi oleh faktor lain yang tidak diteliti. (c) hasil t hitung yang didapatkan adalah 10,633, sedangkan t tabel adalah 1,663 sehingga 10,633 >1,663 sehingga kualitas pelayanan perizinan di DPMPTSP Kabupaten Bogor mempunyai pengaruh yang signifikan terhadap kepuasan masyarakat.Kata Kunci: Kualitas Pelayanan, Pelayanan Publik, Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP)

scholarly journals Staffing Application System In The Development And Supervision Of Employees Based On Information Technology (It) In Order To Good Government At Regional Office In The Ministry Of Justice And Human Rights Of Central Java (Case Study At Regional Office of the Ministry of Justice and Human Rights of Central Java)

2020 ◽  
Vol 2 (4) ◽  
pp. 469
Author(s):  
Widya Pratiwi Asmara ◽  
Sri Kusriyah Kusriyah ◽  
Widayati Widayati
Keyword(s):  
Information Technology ◽  
Human Rights ◽  
Performance Appraisal ◽  
Role Model ◽  
Civil Servants ◽  
Regional Office ◽  
Application System ◽  
Central Java ◽  
Good Government

Based on the study it can be concluded that the implementation of and development of application performance appraisal of civil servants is an assessment of the performance is done at the time of the achievement of targets Employee Work is done in a measured by comparing the actual work with the target set by the organization for each employee, so as to achievement of specified targets at the end of the year. Assessment of Civil Servants implementation work in the Regional Office of the Ministry of Justice and Human Rights of Central Java is done through evaluation methods.Barriers that occur in the Regional Office Law and Human Rights Ministry of Central Java in providing performance benefits as stipulated in the Regulation of the Minister of Law and Human Rights No. 22 of 2014 of which the form has not been found job analysis conducted by management office, employees are not willing / able to develop competency yourself , absence of a good methodology in identifying a job, the boss's behavior is supposed to give an example / role model in encouraging and competencies of subordinates, each employer is aware of the importance of creativity, initiative and a sense of each employee into good consideration in determining the types of work. Efforts are being made by increasing the strong desire of every employee in order to work in accordance with the assessments and improving the competence of oneself, in charging SKP by each employee be done routinely every day to get the direct supervision by the employer concerned, giving performance benefits granted optimally to each employee to the maximum, and the determination of the best boss by the Regional Office of the Ministry of Law and Human Rights, Central Java, so the boss can be an example, determine the class position, and provide the maximum performance benefits in accordance with the capabilities of each employee. Giving performance benefits given up to every employee to the maximum, and the determination of the boss of the best by the Regional Office of the Ministry of Law and Human Rights, Central Java, so the boss can be an example, determine the class position, and provide performance benefits to the maximum in accordance with the capabilities of each employee. Giving performance benefits given up to every employee to the maximum, and the determination of the boss of the best by the Regional Office of the Ministry of Law and Human Rights, Central Java, so the boss can be an example, determine the class position, and provide performance benefits to the maximum in accordance with the capabilities of each employee.Keywords: Staffing Application System; Information Technology (IT); Good Government.�

scholarly journals Considering business perception in assessing e-service quality in the Jordanian government

2021 ◽  
pp. 1591-1600
Author(s):  
Wesam Alabdallat ◽  
Omar Alhawari
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Security And Privacy ◽  
Business Sector ◽  
Government Service ◽  
Five Dimensions ◽  
Government Services ◽  
Proposed Model ◽  
Business Perspective

Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector. Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study. This paper discussed how the business sector perceive the e-services provided by Jordanian government, which is basically derived based on the lack of literature and models addressing such issue. In this regard, this study aims to fill this existed gap. To tackle this problem, a conceptual framework of SERVQUAL questionnaire was developed and proposed. Then, the proposed model was verified and validated. The results of this paper concluded that business perceives different gaps between the actual and anticipated e-services in which the actual recorded less than the anticipated. Additionally, the gaps revealed in the developed SERVQUAL model, which included five dimensions showed, that only one element was found to be statistically insignificant and that is the Security and Privacy. Finally, the proposed model was revised and modified.

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