Analisis Kualitas Layanan Publik Berbasis Digital di Jakarta: Metode E-Governance Quality (E-Govqual) dan Importance Performance Analysis (IPA)

Abstract

Jakarta Kini (JAKI) is a public service innovation carried out by the Jakarta Provincial Government. As with digital governance (e-government), this platform was created for the efficiency and effectiveness of government performance in providing excellent service quality and to ensure that this application functions properly and in accordance with user expectations. This study aims to measure and analyze the quality of digital-based services by assessing the four dimensions of e- Government Quality (e-Govqual) and combined with the Importance Performance Analysis (IPA) method. This type of research is quantitative. The data collection technique is carried out by the online survey method. Respondents were selected by random sampling. The results of this study show that the JAKI platform still does not meet user expectations. Than based on the IPA analysis, there are only four attractions that are the priority of JAKI's services, namely; The display structure is easy to understand, the features are well organized, the information displayed is in accordance with the user's needs, and the information displayed is always up-to- date.