Prakoso, Bondan Sapta (2018) Kepuasan Layanan Online E-Government di Kementerian Agama Indonesia. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini bertujuan untuk mempelajari faktor-faktor yang mempengaruhi kepuasan pengguna pada layanan online e-government khususnya dari perspektif pegawai pemerintahan. Obyek penelitian pada salah satu layanan online e-government di Kementerian Agama Indonesia yang disebut dengan SIMPATIKA (Sistem Informasi Manajemen Pendidik dan Tenaga Kependidikan). Model penelitian yang dikembangkan berdasarkan 2 (dua) model penelitian, yaitu: Model IS-Success (Information Systen Success) dari bidang studi Sistem Informasi (SI), dan Model UX (User Experience) dari bidang studi Interaksi Manusia Komputer (IMK). Penelitian ini mengidentifikasi 8 (delapan) dimensi dari 3 (tiga) konstruk faktor kepuasan, yakni: dimensi kualitas sistem, kualitas informasi, kualitas layanan pada faktor kepuasan kualitas kinerja sistem. Kemudian dimensi dampak individu dan dampak organisasi pada faktor kepuasan dampak dan dimensi atraktif, pragmatis dan hedonis pada faktor kepuasan pengalaman pengguna. Ketiga faktor kepuasan tersebut membangun tingkat kepuasan pengguna terhadap layanan online e-government SIMPATIKA di Kementerian Agama Indoensia secara menyeluruh.
Dari hasil pengujian dan analisa menggunakan Structural Equation Modelling (SEM) dengan Partial Least Square (PLS) menunjukkan bahwa factor kepuasan kualitas kinerja, dampak dan pengalaman pengguna mempengaruhi kepuasan pengguna pada layanan online e-government. Dimensi kualitas sistem, kualitas informasi dan kualitas pelayanan, dampak individu, dampak organisasi, daya tarik dan pragmatis berpengaruh positip terhadap kepuasan pengguna. Adapun dimensi hedonis pada factor kepuasan pengalaman pengguna tidak banyak memberi pengaruh terhadap kepuasan pengguna. Hal ini terjadi karena layanan online e-government yang bersifat wajib (mandatory). Pada situasi layanan yang bersifat wajib, pengguna lebih mementingkan aspek kinerja dan dampak dari suatu layanan daripada aspek hedonis pada layanan online e-government.
Hasil dari penelitian ini memberikan kontribusi pada penelitian dibidang Sistem Informasi dalam konteks layanan online e-government dengan mempelajari kepuasan layanan online e-government berdasarkan 3 (tiga) faktor kepuasan. Secara praktek, para praktisi, pemangku kebijakan dan para peneliti lainnya dapat memanfaatkan penelitian ini untuk mengevaluasi keberhasilan layanan online e-government berdasarkan kepuasan pengguna dari beragam perspektif pemangku kepentingan.
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This study aims to study the factors that affect user satisfaction on online e-government services especially from the perspective of government employees. Object of research on one of the online e-government services in the Ministry of Religious Affairs of Indonesia called SIMPATIKA (Information Systems Management Educators and Education Personnel). The research model was developed based on 2 (two) research models, namely: IS-Success Model (Information Systen Success) from Information System (IS) study field, and UX Model (User Experience) from Human Computer Interaction (HCI). This research identifies 8 (eight) dimensions of 3 (three) constructs of satisfaction factors, namely: dimensions of system quality, information quality, service quality on the satisfaction factor of system quality performance. Then the dimensions of individual impact and organizational impact on impact satisfaction factors and attractive, pragmatic and hedonic dimensions on user experience satisfaction factors. These three factors of satisfaction build the level of user satisfaction of SIMPATIKA online e-government services in the Ministry of Religious Indonesia.
The result of testing and analysis using Structural Equation Modeling (SEM) with Partial Least Square (PLS) shows that satisfaction factor of performance quality, impact and user experience influence user satisfaction on e-government online service. The dimensions of system quality, information quality and service quality, individual impact, organizational impact, attractiveness and pragmatic influence positively on user satisfaction. The hedonic dimension of the user experience satisfaction factor has little effect on user satisfaction. This happens because the mandatory online e-government service. In mandatory service situations, users are more concerned with the performance aspects and impacts of a service than the hedonic aspects of e-government online services.
The results of this study contribute to research in the field of Information Systems in the context of online e-government services by studying the user satisfaction based on 3 (three) satisfaction factors. Practically, practitioners, stakeholders and other researchers can use this research to evaluate the success of online e-government services based on user satisfaction from multiple stakeholder perspectives.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTSI 658.834 3 Pra k-1 3100018078137 |
| Uncontrolled Keywords: | Layanan Online, E-Governent, Kepuasan Pengguna, Kepuasan Kualitas Kinerja Sistem, Kepuasan Dampak, Kepuasan Pengalaman Pengguna. |
| Subjects: | T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | Faculty of Information Technology > Information System > 59101-(S2) Master Thesis |
| Depositing User: | Prakoso Bondan Sapta |
| Date Deposited: | 16 Apr 2021 03:07 |
| Last Modified: | 16 Apr 2021 03:07 |
| URI: | http://repository.its.ac.id/id/eprint/55700 |
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