EVALUASI KUALITAS LAYANAN e-KINERJA APARATUR SIPIL NEGARA KOTA PALEMBANG MENGGUNAKAN METODE WEBQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)
Keywords:
e-Performance; Webqual; Importance Performance Analysis (IPA)Abstract
The global dissemination of information is greatly influenced by the development of internet-based information technology, which facilitates communication without the constraints of space, distance, and time. The Indonesian government has adopted this technology through egovernment and the Electronic-Based Government System (SPBE) to enhance the efficiency and transparency of public administration. One implementation of SPBE is e-Performance, a web platform for analyzing and monitoring the performance of Civil Servants. This study aims to evaluate the quality of e-Performance services in Palembang City using the Webqual and Importance Performance Analysis (IPA) methods. The Webqual method assesses the quality of a website based on three dimensions: usability, information quality, and service quality, while IPA analyzes the correlation between user perceptions and priorities affecting user satisfaction and loyalty. The study results show a suitability level of 99% and an average gap (GAP) score of minus 0.02, indicating that from the user's perspective, the service performance of e-Performance is still not optimal. This research is expected to provide improvement recommendations to enhance the quality of e-Performance services in Palembang City.
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