Wijaya, David Roma and Nainggolan, Ruth Roselin E. (2025) ANALISIS KESUKSESAN SISTEM INFORMASI LAYANAN ADMINISTRASI WARGA ELEKTRONIK MENGGUNAKAN METODE DELONE AND MCLEAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA BENGKULU. Other thesis, IPDN.
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Abstract
ABSTRACT Problem Statement/Background (GAP): The Bengkulu City Government has implemented the Electronic Citizen Administration Service System (SLAWE) Application at the Department of Population and Civil Registration (Disdukcapil) to facilitate the administration of population affairs, in line with national e-government programs and Presidential Regulation Number 95 of 2018 concerning Electronic-Based Government Systems. Ideally, SLAWE aims to make population administration service procedures effective and efficient, shortening time and costs. However, in practice, this application has not been running optimally and various shortcomings are still found. The gap between expectations and reality is the main focus of this research, indicated by public complaints regarding difficulties accessing SLAWE due to inadequate network access or technical disturbances. Purpose: This study aims to analyze the success of the implementation of the Electronic Citizen Administration Service System (SLAWE) Application at the Department of Population and Civil Registration of Bengkulu City using the DeLone and McLean model. Method: This study uses a quantitative method with data analysis techniques through descriptive analysis and Structural Equation Modeling (SEM). Results: The research results indicate that system quality, information quality, and service quality have a positive and significant influence on system use and user satisfaction. Furthermore, application use affects user satisfaction and the net benefits obtained. However, the research also reveals that the SLAWE application still faces obstacles in terms of its utilization by the community and is not yet optimal in terms of human resources and system socialization. Conclusion: The Electronic Citizen Administration Service System at the Department of Population and Civil Registration of Bengkulu City has not been running optimally. Several obstacles were found in its implementation. Therefore, it is necessary to improve system quality, operator training, and public education to maximize the utilization of the SLAWE application in order to realize effective, efficient, and transparent population administration services. Keywords: SLAWE, public services, e-government ABSTRAK Permasalahan/Latar Belakang (GAP): Pemerintah Kota Bengkulu telah mengimplementasikan Aplikasi Sistem Layanan Administrasi Warga Elektronik (SLAWE) di Dinas Kependudukan dan Pencatatan Sipil (Disdukcapil) untuk mempermudah pengurusan administrasi kependudukan, sejalan dengan program e-government nasional dan Peraturan Presiden Nomor 95 Tahun 2018 tentang Sistem Pemerintahan Berbasis Elektronik. Idealnya, SLAWE bertujuan membuat prosedur layanan administrasi kependudukan efektif dan efisien, mempersingkat waktu dan biaya. Namun, di lapangan aplikasi ini belum berjalan secara optimal dan masih ditemukan berbagai kekurangan. Kesenjangan antara harapan dan realita menjadi fokus utama penelitian, diindikasikan oleh keluhan masyarakat mengenai kesulitan mengakses SLAWE karena akses jaringan yang tidak memadai atau gangguan teknis. Tujuan: Penelitian ini bertujuan untuk menganalisis kesuksesan penerapan Aplikasi Sistem Informasi Layanan Administrasi Warga Elektronik (SLAWE) di Dinas Kependudukan dan Pencatatan Sipil Kota Bengkulu menggunakan model Delone and McLean. Metode: Penelitian ini menggunakan metode kuantitatif dengan teknik analisis data melalui analisis deskriptif dan Structural Equation Modeling (SEM). Hasil: Hasil penelitian menunjukkan bahwa kualitas sistem, informasi, dan layanan memiliki pengaruh positif dan signifikan terhadap penggunaan dan kepuasan pengguna. Selanjutnya, penggunaan aplikasi berpengaruh terhadap kepuasan pengguna dan manfaat bersih yang diperoleh. Namun, hasil penelitian juga mengungkapkan bahwa aplikasi SLAWE masih menghadapi kendala dalam hal pemanfaatan oleh masyarakat dan belum optimal dari sisi sumber daya manusia maupun sosialisasi sistem. Kesimpulan: Sistem Informasi Layanan Administrasi Warga Elektronik di Dinas Kependudukan Dan Pencatatan Sipil Kota Bengkulu belum berjalan optimal. Ditemukan beberapa hambatan dalam pelaksanaannya, Untuk itu perlu peningkatan kualitas sistem, pelatihan operator, serta edukasi kepada masyarakat untuk memaksimalkan pemanfaatan aplikasi SLAWE dalam rangka mewujudkan pelayanan administrasi kependudukan yang efektif, efisien, dan transparan. Kata Kunci: SLAWE, pelayanan publik, e-government
| Item Type: | Thesis (Other) |
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| Subjects: | L Education > LG Individual institutions (Asia. Africa) |
| Divisions: | Faculty of Goverment Management > Smart City Information Management |
| Depositing User: | Teknologi Rekayasa Informasi Pemerintahan FMP |
| Date Deposited: | 02 Jun 2025 07:36 |
| Last Modified: | 02 Jun 2025 07:36 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/23793 |
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