Is E-Government Service Quality (e-GovQual) Model Still Relevant? A Study in the context of Indonesian Government

2018 ◽  
Author(s):  
Albar ◽  
HA Mooduto ◽  
Yuhefizar ◽  
Darmawan Napitupulu ◽  
Rahmat Hidayat
Keyword(s):  
Service Quality ◽  
Government Service ◽  
Indonesian Government

scholarly journals E-Government Service Quality in the Goods and Services Procurement in Riau Province, Indonesia

2017 ◽  
Vol 2 (4) ◽  
pp. 206
Author(s):  
Nur Laila Meilani ◽  
Sukarno . ◽  
Musadad .
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Ad Hoc ◽  
Provincial Government ◽  
Government Service ◽  
Goods And Services ◽  
Electronic Procurement ◽  
Depth Interview ◽  
Work Units

This study aims to analyze e-government service quality in the goods and services procurement in Riau Province, particularly in Pekanbaru City.  The data were collected through an in-depth interview analyzed using a dialogical interpretation approach. The results showed that the service quality of goods/services procurement in Riau Province coordinated by the Electronic Procurement Service (LPSE) through its website http://lpse.riau.go.id has already met the users’ expectation. Even so, the ad hoc position of the Work Unit of LPSE Riau, decreasing enthusiasm of goods/services providers for upgrading the skills of their human resources, and ineffective communication between LPSE, ULP and PDE of Riau Provincial Government effectively degrade the quality of service that has already run well. Hence, there should be a restructuring of LPSE and Work Units related to the e-government implementation in order to synchronize the implementation of e-government in general and e-procurement in particular in Riau Province.

scholarly journals Considering business perception in assessing e-service quality in the Jordanian government

2021 ◽  
pp. 1591-1600
Author(s):  
Wesam Alabdallat ◽  
Omar Alhawari
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Security And Privacy ◽  
Business Sector ◽  
Government Service ◽  
Five Dimensions ◽  
Government Services ◽  
Proposed Model ◽  
Business Perspective

Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector. Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study. This paper discussed how the business sector perceive the e-services provided by Jordanian government, which is basically derived based on the lack of literature and models addressing such issue. In this regard, this study aims to fill this existed gap. To tackle this problem, a conceptual framework of SERVQUAL questionnaire was developed and proposed. Then, the proposed model was verified and validated. The results of this paper concluded that business perceives different gaps between the actual and anticipated e-services in which the actual recorded less than the anticipated. Additionally, the gaps revealed in the developed SERVQUAL model, which included five dimensions showed, that only one element was found to be statistically insignificant and that is the Security and Privacy. Finally, the proposed model was revised and modified.

Evaluation of E-government Services

2010 ◽  
pp. 400-417
Author(s):  
Shang-Ching Yeh ◽  
Pin-Yu Chu
Keyword(s):  
Service Quality ◽  
Government Service ◽  
Public Officials ◽  
Government Services ◽  
Empirical Results

Do e-government services meet citizens’ needs? This chapter examines the performance of e-government services from a citizen-centric perspective. This chapter, taking the Kaohsiung Citizen Electronic Complaint System (KCECS) in Taiwan as a case study, identifies satisfaction and service quality as evaluation indicators when assessing e-government services. The empirical results show that citizens perceive moderately positive satisfaction toward the e-complaint service, and that a citizen-centric approach for evaluating e-government service is desirable. Complaint resolving ability makes the most contribution to the overall satisfaction of e-complaint service, but remains the top priority for improvement of the KCECS. Some solutions are proposed to help public officials to meet citizens’ needs and thus better serve citizens.

scholarly journals STUDI KUANTITATIF: BIAYA TRANSAKSI DALAM PERSPEKTIF MANAJEMEN PEMERINTAHAN DI INDONESIA

2018 ◽  
Vol 3 (1) ◽  
pp. 21
Author(s):  
Arie Purnomo
Keyword(s):  
Service Quality ◽  
Transaction Cost ◽  
Human Resource ◽  
Development Cost ◽  
Government Service ◽  
Cost Development ◽  
Resource Cost ◽  
Government Management ◽  
The Government

The research aim to know the transaction cost in government management prospective consist of the government cost and market cost with suitable the government service in government management prospective. The result of government in applied of transaction cost have affect by the government cost suitable with routine cost, development cost, human resource cost and facility cost suitable with information, administration, operational and technology costs in applied the suitable of service with principle, accountable, leadership, productivity and service quality. The appointment of market cost have positive toward transaction cost for several activity or job program in government scope. The government instance have responsibility in appointment of transaction cost with give of propose planning suitable with need of government in applied of information, administration, operational and technology cost which affected toward suitable of service. Although the transaction cost in specific occured with the transaction cost particularly relate with cost transaction because the government cost require to suitable with transaction cost. 

scholarly journals Evaluation of e-Government Service Quality Using e-GovQual Dimensions Case Study Regional Office Ministry of Law and Human Rights DIY

2020 ◽  
Vol 8 (2) ◽  
pp. 55
Author(s):  
Taufiq Effendy Wijatmoko ◽  
Maria Ulfah Siregar
Keyword(s):  
Information Technology ◽  
Human Rights ◽  
Service Quality ◽  
Quantitative Research ◽  
Best Practice ◽  
Government Service ◽  
Regional Office ◽  
Administrative Services ◽  
Government Services

Regional Office of the Ministry of Law and Human Rights DIY organizes a variety of public services using information technology, including correctional services, immigration services, general legal administration services, intellectual property services, communication services, data and information services, and other administrative services. None of these services can be separated from the role of information technology to provide services that are fast, cheap, effective and reliable to the public. This study was conducted to assess the quality Ministry of Law and Human Rights DIY e-Government service using e-GovQual dimensional framework as a best practice. This study includes quantitative research involving a number of respondents for the survey. Research questions are based on the dimensions of e-Govqual and represent the attributes of each dimension of e-GovQual to assess the quality of Ministry of Law and Human Rights DIY e-Government service. The question must pass the validation test using Cronbach’s α. The processing of data using confirmatory factor analysis to obtain the main factors that affect each of the dimensions of e-GovQual. The Importance Performance Analysis (IPA) method helps e-GovQual to measure the level of importance and level of performance of each e-GovQual attribute by classifying it in the Cartesian quadrants, which can help ensure the quality of e-Government services according to the needs and expectations of citizens as service user. Values in IPA (concentrating here, keeping up the good work, low priority, and possible overkill) will be the value of quality e-Government services. The results of this study are expected to give priority as a recommendation for Information and Communication Technology to the development of e-Government services in order to improve service quality. 

scholarly journals SUCCESS FACTORS OF MENTORING AND SUPERVISION BY HOSPITAL SUPERVISORY AGENCY

2019 ◽  
Vol 7 (2) ◽  
pp. 192
Author(s):  
Dea Devita ◽  
Septo Pawelas Arso ◽  
Nurhasmadiar Nandini
Keyword(s):  
Service Quality ◽  
Government Regulation ◽  
Success Factors ◽  
Supervisory Board ◽  
Qualitative Approach ◽  
Purposive Sampling ◽  
Innovative Strategies ◽  
Indonesian Government ◽  
Provincial Hospital ◽  
Depth Interview

Background: A Hospital Supervisory Agency was established to assist hospitals to maintain their service quality. However, not all provinces have an effective Hospital Supervisory Agency. One of the Hospital Supervisory Agency that have run properly is Yogyakarta Provincial Hospital Supervisory Agency.Aim: This study analyzed the success factors of Yogyakarta Provincial Hospital Supervisory Agency in implementing supervision and mentoring to hospitals in Yogyakarta according to the Indonesian Government Regulation Number 49 of 2013.Methods: This study employed a secriptive-qualitative approach and was conducted in Yogyakarta from January to June 2019. Data were collected with in-depth interview to informants chosen by purposive sampling technique.Results: Yogyakarta Provincial Hospital Supervisory Agency could construct a mindset that hospitals will get benefits when partnering with them. Also, the members of Yogyakarta Provincial Hospital Supervisory Agency had strong commitment and work ethic to create innovative strategies and networking to many related stakeholders in spite of low funds from Yogyakarta Provincial Health Office or Yogyakarta Government.Conclusion: The success factors of Yogyakarta Provincial Hospital Supervisory Agency is determined by the high commitment of the members and well-built cooperation between Yogyakarta Provincial Hospital Supervisory Agencyand all hospitals in Yogyakarta.Keywords: Hospital Supervisory Board, success factors, mentoring, supervision.

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