Analysis of E-Government Service Quality using E-GovQual and Importance Performance Analysis (IPA)

Abstract

Government instructions in implementing E-government in Indonesia have been regulated in presidential instructions No. 3 of 2013. The West Sumatra Province is the province that has implemented the instruction by providing various kinds of online-based public services. This can be seen on the West Sumatra Provincial Government website with the domain www.sumbarprov.go.id. However, the site visitors tend to decrease about 58.7% as shown in the period of December 2021 to February 2022, in the meantime the system has never been evaluated and assessed in terms of quality of its services based on user perceptions, so it is not yet known what factors affect service quality and what improvements need to be made to improve the website quality. This study uses the E-GovQual method combined with Importance Performance Analysis (IPA). This study uses 5 E-GovQual variables, namely efficiency, trust, reliability, citizen support and user satisfaction variables to measure user satisfaction with E-GovQual. Respondents used in this study amounted to 230 people. The data obtained from the distribution of previous questionnaires have been tested for validity and reliability. The results of this study indicate that the overall level of conformity is 71.7% while the gap value is −1.28%. The results of this study indicate that the overall service quality of the E-Government website in West Sumatra Province has not met user expectations. The recommendations for improvement are carrying out periodic maintenance, updating the website domain, changing the appearance of the website to a minimalist, disseminating information about the security of user data, and increasing service interaction with users.