Implementation of E-Governance to Improve the Civil Administration Service Quality in Public Sector

  • Muhammad Ridwanullah Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Adinda Ayu Utami Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Cecep Wahyudin Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Siti Nurpadillah Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Fajar Pratama Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Herniati Rukmana Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Fariz Muhammad Fadhlurrohman Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Dika Tri Apriadi Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Hoerunisa Hoerunisa Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Iqbal Lira Students of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Gotfridus Goris Seran Lecturer of Public Administration Department, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
Keywords: Civil Administration, e-Governance, Service Quality

Abstract

The civil administration service as an important kind of public services becomes a demand of people as customers to gain an excellent service. The development of information and communication technology has offered an enabling way-out to improve the e-governance-based service performance in public sector. The research aims to qualitatively describe the e-governance implementation to improve the civil administration service quality in public sector. The result of the research concludes that the e-governance implementation indicates the good result by mean score 4.06. The people perceive all dimensions of e-governance implementation as good based on the transparency, accessibility and competence. Furthermore, the civil administration service quality indicates the good result by mean score 3.95. The people perceive all dimensions of civil administration service quality as good based on the tangibles, reliability, responsiveness, assurance, and empathy. Generally, the e-governance implementation to improve the civil administration service quality indicates the good result as perceived by people as customers.

References

Azhari dan Idham (ed). (2002). Good Governance dan Otonomi Daerah: Menyongsong AFTA Tahun 2003. Yogyakarta: Prosumen dan Forkoma-MAP UGM.

Bannister, Frank & Connolly, Regina. (2011). “The Trouble with Transpararency: A Critical View of Openness in E-Government”. Policy & Internet, 3 (1), Article 8, http://blogs.oii.ox.ac.uk/ipp-conference/sites/ipp/files/documents/IPP2010_Bannister_Connolly_Paper.pdf.

Bannister, Frank & Connolly, Regina. (2011). “Proceedings of the 44th Hawaii International Conference on System Sciences”. https://pdfs.semanticscholar.org/f55e/062e02c279bd85c8a961f707f3d06debe9c7. pdf.

Bannister, F. (2009). “ICT Hyperbole and the Red Queen Syndrome: e-Participation and the Challenge of Technology Change”. e-Gov 2.0: Pavethe War for e-Participation, EuroSpace Srl, pp. 115-125, http://www.eurospacegroup.co/img/pubblicazioni/volume/volume_2009.pdf.

Bovaird, Tony and Löffler, Elke (editors). (2005). Public Management and Governance. London and New York: Routledge Taylor & Francis Group.

Budiarto, Diani; Krisna, Eri & Seran, G. Goris. (2005). Perspektif Pemerintahan Daerah: Otonomi, Birokrasi, dan Pelayanan Publik. Bogor: FISIP Universitas Djuanda.

Bannister, Frank and Connnolly, Regina. (2012). “Defining e-Governance”. e-Service Journal, Vol. 8, No. 2 (Winter 2012), pp. 3-25, http://habibisir.lecture.ub.ac.id/files/2016/09/Defining-E-Governance.pdf.

Dwiyanto, Agus (Editor). (2005). Mewujudkan Good Governance melalui Pelayanan Publik. Yogyakarta: Gadjah Mada University Press.

Dwiyanto, Agus. (2011). Mengembalikan Kepercayaan Publik melalui Reformasi Birokrasi. Jakarta: PT Gramedia Pustaka Utama.

Krisna, Eri. (2003). Local Governance, Paradigma Baru Pengelolaan Pemerintahan Daerah. Editor: G. Goris Seran, Bogor: FISIP Universitas Djuanda.

Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik (Lembaran Negara Republik Indonesia Tahun 2009 Nomor 112; Tambahan Lembaran Negara Republik Indonesia Nomor 5038).

Neo, Boon Siong and Chen, Geraldine. (2012). Dynamic Governance, Embedding Culture, Capabilities and Change in Singapore. Singapore: World Scientific Publishing.

Parasuraman, A., Zeithaml, Valarie A., and Berry, Leonard L. (1985). “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, Vol. 49 (Fall 1985), pp. 41-50.

Salbiah, Euis; Purnamasari, Irma; Fitriah, Maria and Agustini. (2019). “Improvement of Land Service Quality in Public Sector”. International Journal of Sciences: Basic and Applied Research (IJSBAR), Volume 43, No 2, pp. 33-42.

Sugiyono. (2007). Metode Penelitian Administrasi, Dilengkapi dengan Metode R&D. Bandung: Penerbit Alfabeta.

Warmbrod, J. Robert. (2014). “Reporting and Interpreting Scores Derived from Likert-type Scales”. Journal of Agricultural Education, Volume 5, Issue 5, pp. 30-47.

Zeithaml, Valarie A., Parasuraman, A., and Berry, Leonard L. (1990). Express Service Quality: Equalize Customers Perception and Expectation. New York: Free Press.

Published
2019-09-28
Section
Articles