Analisis Kualitas Layanan Aplikasi SAHAJA ONLINE Menggunakan Metode E-Govqual dan Importance Performance Analysis (IPA)

Abstract

SAHAJA ONLINE is an application developed by the Departement of Population and Civil Registration of Kediri Regency aimed at managing administrative population documents online. Based on user reviews, user require an application that does not frequently crash, has quick loading times, and features easy to understand procedures. The objectives of this research include determining the service quality of SAHAJA ONLINE application based on user perception using the E-Govqual method, identifying attributes that need priority for improvement, and providing recommendations based on the Importance Performance Analysis (IPA) method in quadrant I. The instrument tests used in this research include validity and reliability tests. Questionnaires were distributed to the residents of Kediri Regency who had applied for services at least once through the SAHAJA ONLINE application. This research involved 331 respondents. Data analysis consists of E-Govqual analysis and Importance Performance Analysis (IPA). The data analysis results show that the service quality of the SAHAJA ONLINE Application still doesn’t meet the user needs or expectations. This is based on gap analysis result obtained, which is -0.42. The SAHAJA ONLINE Application Service also doesn’t meet user needs or expectations, based on the suitability analysis result, which show an average score of 88%. There are 5 attributes found in quadrant 1, namely E5, E6, T2, R2, and CS2. Improvement recommendations are provided based on feedback and suggestions from respondents and supporting journals that correlates with the same improvement attributes which will then be validated by relevant parties.