Update Artikelilmiah: 44247

FADHILLATUS SA'DIYATUL UMAMMY

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Judul Artikel

Abstrak (Bhs. Indonesia)

Perkembangan teknologi yang sangat pesat menuntut sebuah perusahaan agar memberikan layanan secara praktis dan cepat, dalam hal ini pemerintah mengupayakan modernisasi pelayanan melalui e-government. E-government yang diupayakan PT Kereta Api Indonesia (Persero) disajikan dalam bentuk aplikasi yaitu Access by KAI. Aplikasi Access by KAI dibuat untuk memudahkan pelanggan dalam proses pembelian tiket kereta api. Jenis penelitian ini adalah deskriptif dengan pendekatan kualitatif. Fokus penelitian menggunakan teori kualitas layanan e-government oleh Papadomichelaki dan Mentzas tahun 2012 dengan indikator reliability, ease of use, trust, content and appearance of information, citizen support, functionality of the interaction environment. Hasil penelitian menunjukkan bahwa kualitas layanan aplikasi Access by KAI oleh PT Kereta Api Indonesia (Persero)  masih perlu ada peningkatan layanan pada aplikasi terutama dalam aspek ease of use, aspek reliability dan aspek funcionality of the interaction environment. Pentingnya perbaikan dalam aplikasi Access by KAI dapat membantu meningkatkan pengalaman pengguna dan memberikan layanan yang lebih baik kepada pelanggan.

Abtrak (Bhs. Inggris)

The rapid development of technology demands that a company provids services that are practical and fast. In this regard, the government strives for service modernization through e-government. The e-government initiated by PT Kereta Api Indonesia (Persero) is presented in the form of an application called Access by KAI. The Access by KAI application is designed to facilitate customers in the process of purchasing train tickets. This research is descriptive with a qualitative approach. The research focus utilizes the e-government service quality theory by Papadomichelaki and Mentzas in 2012, with indicators including reliability, ease of use, trust, content and appearance of information, citizen support, and functionality of the interaction environment. The research results indicate that the service quality of the Access by KAI application by PT Kereta Api Indonesia (Persero) still needs improvement, especially in the aspects of ease of use, reliability, and functionality of the interaction environment. The importance of improvements in the Access by KAI application can help enhance user experience and provide better service to customers.

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