Analisis Kualitas Layanan Surga Kota Kediri Menggunakan Metode E-Govqual dan Importance Performance Analysis (IPA)

Abstract

SURGA (Suara Warga) is a website developed by the Office of Communication and Informatics of Kediri City which aims to allow the people of Kediri City to report all forms of complaints about Kediri City government work programs anytime and anywhere online. There are problems experienced by users of the SURGA website such as users who are worried that their personal data is not guaranteed confidentiality, the absence of a help center, and long report responses. The purpose of this study is to identify the quality of SURGA website services based on user perceptions using the e-govqual method, identify attributes that need to be prioritized for improvement, and recommendations that can be given based on the Importance Performance Analysis (IPA) method in quadrant 1. In this study, a research instrument was prepared in the form of a questionnaire, which was then tested to ensure that the instrument was suitable to be used as a research instrument including validity and reliability tests. The questionnaire was distributed to respondents with the criteria of the Kediri City Community who had made a complaint through the SURGA website at least once. This research requires 312 respondents. Furthermore, data analysis includes E-Govqual analysis and Importance Performance Analysis (IPA). The results of the data analysis show that the quality of the SURGA website service still does not meet the needs of users with a gap value obtained of -0.27, and is said to be not in accordance with the expectations and interests of users because based on the results of the suitability analysis, the average value is 92%. There are four attributes that fall into IPA quadrant 1. So that improvement recommendations are given based on the results of criticism and suggestions by respondents and based on supporting journals that have a correlation with the improvement attributes, which will then be validated to the service provider.