Sulma, Arham (2022) PENGARUH KUALITAS SISTEM DAN KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA SISTEM INFORMASI ASPIRASI PUBLIK DAN PENGADUAN (SIAPP) DI KABUPATEN SIDENRENG RAPPANG. Diploma thesis, Institut Pemerintahan Dalam Negeri.
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RINGKASAN SKRIPSI_ARHAM SULMA_29.1368_RINGKASAN SKRIPSI_ARHAM SULMA_29.1368_PENGARUH KUALITAS SISTEM DAN KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA SIAPP DI KABUPATEN SIDENRENG RAPPANG.pdf Download (408kB) | Preview |
Abstract
Problem Statement/Background (GAP): The era of the industrial revolution 4.0 is the era of digital technology and the internet. For the sake of creating good governance, electronic government (e-government) is carried out. In carrying out an effective complaint service, the Office of Communication and Information (Diskominfo) of Sidenreng Rappang Regency developed an application for the Public Aspirations and Complaints Information System (SIAPP). However, the visible performance of SIAPP is still lacking and only a few incoming complaints. Purpose: The purpose of this study was to determine the influence of system quality and service quality factors on SIAPP user satisfaction in Sidenreng Rappang Regency and their impact on efforts to improve SIAPP quality. Method: This study used a mixed methods research method with an explanatory sequential design. Quantitative sampling used total sampling and qualitative using purposive sampling with questionnaires, interviews and documentation as data collection tools. Result: The findings obtained by the authors in this study are that the system quality and service quality have a positive and significant influence on user satisfaction, either partially or simultaneously, although there are still problems with systems and services that still have shortcomings. Conclusion: The quality of the system has a significant and significant effect on user satisfaction of 17.28% with a low degree. Furthermore, service quality has a significant and significant effect on user satisfaction of 57.19% with a high degree. Then the system quality and service quality together have a significant and significant effect on user satisfaction of 74.5% with a high degree. The impact of these influences makes people feel comfortable and trust the government. On the other hand, Diskominfo will be more enthusiastic to improve the quality of SIAPP. In order to increase the role of SIAPP as a forum for aspirations, it is recommended to improve application features, and the role of the admin and conduct socialization so that complaint services are more effective. Keywords: SIAPP service quality, SIAPP system quality, SIAPP user satisfaction
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | L Education > L Education (General) |
| Depositing User: | Teknologi Rekayasa Informasi Pemerintahan FMP |
| Date Deposited: | 09 Jun 2022 06:13 |
| Last Modified: | 09 Jun 2022 06:13 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/8124 |
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