Analysis of Factors That Affect The Quality of E-Government Services: A Case Study in Ombudsman of the Republic of Indonesia
Yusuf Durachman, Nuryasin Nuryasin, Damayanti Harahap, Ahmad Rodoni, Andi Faisal Bakti, Masri Mansoer · 2020 8th International Conference on Cyber and IT Service Management (CITSM) · 2020
The Ombudsman of the Republic of Indonesia implements E-Government, one of which is through the government website. The website requires periodic evaluation to improve the quality of government services to the public. However, the Ombudsman of the Republic of Indonesia has not yet evaluated the service quality of the E-Government website based on user perceptions. The purpose of this study is to determine what factors affect the quality of the Ombudsman website service quality of the Republic of Indonesia to be used as further improvements. The sample used is 250 respondents who have used the Ombudsman website of the Republic of Indonesia. Sampling was done by using purposive sampling and accidental sampling technique. The method used is e-govqual and adds a dimension of perceived effectiveness. Data processing using SmartPLS version 3.2.8 with the PLS-SEM approach. The results of this study are the efficiency, reliability, trust and support of citizens have a significant effect on the quality of E-Government services. There is a relationship between the quality of E-Government services and perceived effectiveness. The results of this research can be used according to the needs of the relevant agencies.