E-SERVICE QUALITY PADA APLIKASI SMARTDUKCAPIL DI KOTA SERANG

Luay, Muhamad (2023) E-SERVICE QUALITY PADA APLIKASI SMARTDUKCAPIL DI KOTA SERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

This research focuses on the analysis of E-Service Quality on the Smartdukcapil Application in the city of Serang. The aim of the study is to determine the extent of E-Service Quality on the Smartdukcapil Application in the city of Serang. The conceptual model theory for measuring e-service quality was introduced by Papadomichelaki and Mentzas (2012), consisting of four dimensions: efficiency, trust, reliability, and citizen support. The research method used in this study is quantitative. The sampling technique employed is probability sampling, specifically simple random sampling, with 100 respondents. Data analysis was conducted using statistical testing with SPSS Version 24. The research findings indicate that the E-Service Quality on the Smartdukcapil Application in the city of Serang is low, as it received an assessment of less than 65% based on the hypothesis testing criteria. If the t-value < t-table (-31.73 < 1.29), then the null hypothesis (H0) is accepted and the alternative hypothesis (Ha) is rejected. The percentage of E-Service Quality on the Smartdukcapil Application in the city of Serang, according to the respondents' feedback, is 50.3%. Recommendations for the study include improving user-friendliness, enhancing data security, improving service quality, increasing access speed, strengthening community support, and continuously conducting evaluation and improvement.

Item Type:

Thesis (S1)

Contributors:

Contribution	Contributors	NIP/NIM
Thesis advisor	Budiati, Ayuning	196905022005012001
Thesis advisor	Rahmawati, Rahmawati	197905252005012005

Additional Information:

Penelitian ini berfokus kepada analisis E-Service Quality Pada Aplikasi Smartdukcapil Di Kota Serang. Tujuan penelitian untuk mengetahui seberapa besar E-Service Quality Pada Aplikasi Smartdukcapil Di Kota Serang. Teori model konseptual untuk mengukur e-service quality diperkenalkan oleh Papadomichelaki dan Mentzas (2012) dengan empat dimensi yaitu: dimensi efficiency, dimensi trust, dimensi reliability, dimensi citizen support. Metode penelitian menggunakan metode kuantitatif. Adapun teknik pengambilan sampel yang digunakan dalam penelitian ini adalah menggunakan probability sampling dengan menerapkan simple random sampling sebanyak 100 responden. Analisis data dilakukan melalui pengujian statistik menggunakan program SPSS Versi 24. Hasil penelitian diketahui E-Service Quality Pada Aplikasi Smartdukcapil Di Kota Serang dinyatakan rendah karena mendapatkan penilaian kurang dari 65% yang didasarkan pada kriteria uji hipotesis, jika nilai -thitung < ttabel (-31,73 < 1,29), maka H0 diterima dan Ha ditolak. Besarnya persentase E-Service Quality Pada Aplikasi Smartdukcapil Di Kota Serang menurut tanggapan responden penelitian sebesar 50,3%. Saran penelitian diantaranya perbaiki kemudahan penggunaan, tingkatkan keamanan data, perbaiki kualitas pelayanan, tingkatkan kecepatan akses, perkuat dukungan masyarakat, terus lakukan evaluasi dan perbaikan.

Uncontrolled Keywords:

E-service, Quality, Smartdukcapil E-service, Quality, Smartdukcapil

Subjects:

H Social Sciences > Public Administration
H Social Sciences > HN Social history and conditions. Social problems. Social reform

Divisions:

06-Fakultas Ilmu Sosial dan Ilmu Politik
06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik

Depositing User:

Mr Luay Muhamad

Date Deposited:

12 Jul 2023 13:43

Last Modified:

12 Jul 2023 13:43

URI:

http://eprints.untirta.ac.id/id/eprint/26133

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