The Use of Modified Webqual Method in Evaluation of Website Service Quality of Local Government (Penggunaan Metode Webqual Modifikasi dalam Evaluasi Kualitas Layanan Website Pemerintah Daerah)
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Abstract
Website is an important facility that should be owned by government agency in the implementation of e-government. A good websiteservice quality will encourage the effectiveness in the implementation of e-government. To ensure the websiteservice quality, evaluating is needed.Existing evaluation method just only measure the website quality, not measure the level of benefits.This research aims to modifythe webqual method so it explores the website services quality from the user’s perception and its influence to the benefits that will be obtained. Then, this method will applied toevaluate the Sleman local government website. This research involved 143 respondents and data analysis using SmartPLS. From the analysis it is known that website service quality of Sleman local government is good, scores 80.22% with the influence factors are information quality, service-interaction quality anda website design quality. A good website service quality will increase user’s satisfaction so it will influence the intention to use the website. The benefits will be obtained when the users feel satisfied to the website services and they have intention to use it. The level of the benefits gained from the implementation of Sleman local government website is quite good, scores 73.37%.
Website merupakan sarana penting yang harus dimiliki oleh instansi pemerintah dalam rangka penerapan e-government. Kualitas layanan website yang baik akan mendorong efektivitas penerapan e-government. Untuk menjamin kualitas layanan website perlu dilakukan evaluasi. Metode evaluasi yang ada hanya mengukur kualitas layanan website saja, belum mengukur tingkat manfaat. Dalam penelitian ini dilakukan modifikasi terhadap metode webqual sehingga dapat mengeksplorasi kualitas layanan website dari persepsi pengguna dan pengaruhnya terhadap manfaat yang akan diperoleh. Kemudian metode ini diujikan terhadap website pemerintah Kabupaten Sleman. Penelitian ini melibatkan 143 responden dan analisis data menggunakan SmartPLS. Dari hasil pembahasan diperoleh bahwa kualitas layanan website pemerintah Kabupaten Sleman sudah baik dengan skor 80,22% dengan faktor-faktor yang memengaruhinya antara lain kualitas informasi, kualitas interaksi layanan dan kualitas desain website. Kualitas layanan website yang baik akan meningkatkan kepuasan pelanggan sehingga akan memengaruhi niat untuk menggunakan website. Manfaat diperoleh ketika pengguna merasa puas dengan layanan website dan memiliki niat untuk selalu menggunakannya. Tingkat manfaat yang diperoleh dari penerapan website pemerintah Kabupaten Sleman cukup baik dengan skor 73,37%.
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