| NIM | F1B016001 |
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| Namamhs | IRUL ADHAR |
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| Judul Artikel | Pengaruh Kualitas Pelayanan Elektronik terhadap Kepuasan Masyarakat dalam Pelayanan Mal Pelayanan Publik Kabupaten Banyumas |
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| Abstrak (Bhs. Indonesia) | Perkembangan penggunaan internet dan digitalisasi yang pesat dalam berbagai bidang mengakibatkan perubahan cara pelayanan publik konvensional ke pelayanan publik berbasis elektronik atau digital (online). Menyikapi hal tersebut, penyedia layanan (providers) harus senantiasa adaptif, inovatif dan memastikan bahwa produk dan jasa layanan yang ditawarkan atau diberikan memiliki kualitas yang memadai, agar masyarakat puas terhadap produk dan jasa layanan yang diterimanya sehingga terciptanya kepercayaan dan loyalitas terhadap penyedia layanan (providers). Tujuan penelitian ini untuk mengetahui pengaruh kualitas pelayanan elektronik terhadap kepuasan masyarakat dalam pelayanan Mal Pelayanan Publik Kabupaten Banyumas pada website SIPANJIMAS. Pengukuran kualitas pelayanan elektronik dalam penelitian ini dengan dimensi quality information, usability, efficiency, fullfilment, privacy, dan responsiveness. Sedangkan pengukuran kepuasan masyarakat yaitu dengan dimensi product, price or cost, ease of use dan convenience. Jenis penelitian ini korelasional dengan pendekatan kuantitatif serta teknik sampling cluster ramdom sampling dengan one stage cluster sampling, jumlah sampel 396 berdasarkan metode perhitungan rumus Slovin pada significancy 95% dan margin of error 5% dari jumlah populasi 41.563 orang. Kesimpulan penelitian ini yaitu kualitas pelayanan elektronik dan kepuasan masyarakat termasuk dalam kategori nilai indeks baik (A), terdapat korelasi yang signifikan dan positif antara kualitas pelayanan elektronik terhadap kepuasan masyarakat pada kategori sedang atau cukup, serta semakin turun kualitas pelayanan elektronik maka akan semakin turun pada kepuasan masyarakat. |
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| Abtrak (Bhs. Inggris) | The development of the use of the internet and the rapid digitalization in various fields has resulted in a change in conventional public service methods to electronic or digital-based (online) public services. Responding to this, service providers must always be adaptive, innovative and ensure that the products and services offered or provided are of adequate quality, so that the public is satisfied with the products and services they receive so as to create trust and loyalty to the service providers. The purpose of this rsearch was to determine the influence of electronic service quality on public satisfaction in the service of Mal Pelayanan Publik Banyumas District on the SIPANJIMAS website. Measurement of the electronic services quality in this research with the dimensions of information quality, usability, efficiency, fullfilment, privacy, and responsiveness. Meanwhile, the measurement of public satisfaction is the dimensions of product, price or cost, convenience and ease of use. This type of research is correlational with a quantitative approach and a cluster random sampling technique with one-stage cluster sampling, the number of samples is 396 based on the Slovin formula calculation method at a significance of 95% and a margin of error of 5% from the total population of 41,563 people. The conclusion of this research is that the electronic services quality and public satisfaction is included in the category A or good index value, there is a significant and positive correlation between the electronic services quality and public satisfaction in the moderate or adequate category, and the lower the electronic services quality the lower the satisfaction public |
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| Kata kunci | Kualitas Pelayanan Elektronik, Website SIPANJIMAS, Kepuasan Masyarakat |
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| Pembimbing 1 | Dr. Muslih Faozanudin, M.Sc |
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| Pembimbing 2 | Dra. Rukna Idanati, M.Kes |
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| Pembimbing 3 | Dr. Denok Kurniasih, M.Si |
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| Tahun | 2021 |
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| Jumlah Halaman | 14 |
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| Tgl. Entri | 2021-03-31 09:00:54.709353 |
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