Open AccessAssessing The Quality of Lapors! Using E-Govqual Theory in User’s Perspective
Author(s) -
Eristya Maya Safitri,
Tri Lathif Mardi Suryanto,
Asif Faroqi,
Iqbal Ramadhani Mukhlis
Publication year - 2021
Publication title -
iop conference series. materials science and engineering
Language(s) - English
Resource type - Journals
eISSN - 1757-899X
pISSN - 1757-8981
DOI - 10.1088/1757-899x/1125/1/012038
Subject(s) - indonesian , government (linguistics) , the internet , quality (philosophy) , perspective (graphical) , service (business) , information system , business , service quality , key (lock) , knowledge management , population , qualitative research , computer science , process management , world wide web , computer security , engineering , marketing , sociology , electrical engineering , social science , philosophy , linguistics , demography , epistemology , artificial intelligence
LAPOR! Is an e-govemment project that is used to manage the aspirations and complaints of the Indonesian people with online system. This information system is expected to minimize the gap between citizens and the government in carrying out various aspects of government. According to the results of a survey conducted by the Indonesian Internet Service Providers Association (APJII) in 2017 LAPOR!’s users still around 0.2% of the total population of Indonesia, 143.26 million. Applications that were booming in 2013-2014 are now neglected in 2019. In addition to the policy changes that underpin the implementation of the information system, LAPOR! declared not as effective and efficient as before. Complaints about public services in LAPOR! now many are neglected and the follow-up is not as intensive as it once was under the supervision of UKP4. The application of a service-based information system requires continuous measurement of an information system evaluation. The measurement results are needed to overhaul the better implementation steps. This study uses an e-govqual approach with quantitative methods that are supported by qualitative data. Quantitative methods were carried out using SPSS 24 and Smart PLS 3. Qualitative data used were interviews with several key informants. The results of this study found that the biggest key to success in implementing LAPOR! is the content and appearance of Information factor.