relation: https://eprints.untirta.ac.id/47004/
title: ANALISIS WEBQUAL DALAM MEMPENGARUHI KEPUASAN PENGGUNA LAYANAN DIGITAL APLIKASI MITRA PADA KANTOR PERTANAHAN KOTA CILEGON
creator: Arya Pandhika, Dery
subject: Public Administration
description: The development of information and communication technology (ICT) has significantly transformed public services, including land offices. The implementation of digital services in land offices is relatively new and faces several challenges, including system-related issues such as unvalidated certificates, external issues related to public unawareness, internal problems concerning land office employees' suboptimal service execution, and central-level obstacles involving prolonged processing times. Given these challenges, it is necessary to assess how the quality of digital services meets user satisfaction. This study employs a quantitative approach, utilizing the theory of Barnes and Vidgen, which consists of three dimensions—usability, information quality, and interaction—as independent variables, with user satisfaction as the dependent variable. The study aims to examine the relationship between information quality, interaction, usability, and user satisfaction. The research was conducted at the Cilegon Land Office, with a total sample equal to the population, comprising 102 Land Deed Officials (PPAT) who use the digital service. Data were analyzed using the Smart PLS application. The findings indicate a significant relationship between usability quality, information quality, interaction, and user satisfaction with the partner application service at the Cilegon Land Office. The p-value for information quality is 0.001 with a positive parameter coefficient of 0.229, the p-value for interaction quality is 0.000 with a positive parameter coefficient of 0.394, and the p-value for usability quality is 0.000 with a positive parameter coefficient of 0.424. Since all p-values are < 0.05, all variables significantly influence user satisfaction. Furthermore, as the coefficient values are positive, each variable contributes to an increase in user satisfaction based on its respective coefficient value. This study suggests the need for continuous optimization of user satisfaction through routine service updates and user feedback analysis.
date: 2024
type: Thesis
type: NonPeerReviewed
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language: id
identifier: https://eprints.untirta.ac.id/47004/1/Tesis%20Dery%20Arya%20Pandhika.pdf
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language: en
identifier: https://eprints.untirta.ac.id/47004/3/Tesis%20Dery%20Arya%20Pandhika_01.pdf
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identifier: https://eprints.untirta.ac.id/47004/4/Tesis%20Dery%20Arya%20Pandhika_02.pdf
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identifier: https://eprints.untirta.ac.id/47004/5/Tesis%20Dery%20Arya%20Pandhika_03.pdf
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identifier: https://eprints.untirta.ac.id/47004/6/Tesis%20Dery%20Arya%20Pandhika_04.pdf
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identifier: https://eprints.untirta.ac.id/47004/7/Tesis%20Dery%20Arya%20Pandhika_05.pdf
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identifier: https://eprints.untirta.ac.id/47004/8/Tesis%20Dery%20Arya%20Pandhika_Reff.pdf
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language: en
identifier: https://eprints.untirta.ac.id/47004/9/Tesis%20Dery%20Arya%20Pandhika_Lamp.pdf
identifier:   Arya Pandhika, Dery  (2024) ANALISIS WEBQUAL DALAM MEMPENGARUHI KEPUASAN PENGGUNA LAYANAN DIGITAL APLIKASI MITRA PADA KANTOR PERTANAHAN KOTA CILEGON.  Master thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.