Evaluation of the Quality of Web-Based Integrated Administration Services (PATEN) in Sidoarjo District, Indonesia

IF 0.5 4区 管理学 Q4 POLITICAL SCIENCE Lex Localis-Journal of Local Self-Government Pub Date : 2023-01-22 DOI:10.4335/21.1.1-15(2023)
Diana Hertati
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引用次数: 1

Abstract

The Regional Integrated Administration Service Program (PATEN) is one of the currently web-based programs to support the optimization of public service performance related to licensing to document issuance in Sidoarjo Regency, Indonesia. This research aims to develop a service quality evaluation model in information systems by examining the understanding and application of the e-government field. Achieving this study’s objectives should produce: 1) mapping critical factors to develop web-based quality evaluation models for PATEN, 2) formulating web-based development of quality evaluation models for PATEN, and 3) adopting strategies for developing web-based PATEN quality evaluation models in Sidoarjo Regency Government. The research method used is descriptive research with a qualitative approach. The research location is Sukodono District and Buduran District, Sidoarjo Regency Government, Indonesia. The data collection method included interviews, focus groups, and discussions. The research results show that the mapping of critical factors in developing a web-based quality evaluation model of PATEN in terms of knowledge development of employees who have often attended workshops to support employee competence in providing public services; leadership strongly supports innovation. Standard Operating Procedures and the innovation network are under continuous development. This study develops an e-government-based evaluation model of sub-district integrated administrative services quality. It combines the previous model of improving the service quality of electronic-based systems to improve the quality of continuity of use and a model of service measurement to consumers using the website.
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印度尼西亚Sidoarjo地区基于网络的综合管理服务(PATEN)质量评价
区域综合管理服务项目(PATEN)是目前基于网络的项目之一,旨在支持印尼西多阿若县与文件发放许可相关的公共服务绩效优化。本研究旨在透过检视电子政务领域的认知与应用,建立资讯系统服务品质评估模型。实现本研究的目标应产生:1)绘制关键因素以开发基于web的PATEN质量评估模型,2)制定基于web的PATEN质量评估模型开发,以及3)在Sidoarjo县政府采用基于web的PATEN质量评估模型开发策略。使用的研究方法是定性方法的描述性研究。研究地点为印度尼西亚Sidoarjo县政府Sukodono区和Buduran区。数据收集方法包括访谈、焦点小组和讨论。研究结果表明:基于网络的PATEN员工知识发展质量评价模型的关键因素映射,支持员工提供公共服务的能力;领导层大力支持创新。标准操作程序和创新网络正在不断发展。本研究建立了基于电子政务的街道综合行政服务质量评价模型。它结合了以往提高基于电子系统的服务质量以提高使用连续性质量的模型和对使用网站的消费者进行服务度量的模型。
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来源期刊
CiteScore
1.10
自引率
25.00%
发文量
31
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