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

Authors

  • 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.

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Published

2019-09-28

How to Cite

Ridwanullah, M. ., Ayu Utami, A. ., Wahyudin, C., Nurpadillah, S., Pratama, F., Rukmana, H., Fadhlurrohman, F. M., Apriadi, D. T., Hoerunisa, H., Lira, I., & Goris Seran, G. . (2019). Implementation of E-Governance to Improve the Civil Administration Service Quality in Public Sector. International Journal of Sciences: Basic and Applied Research (IJSBAR), 48(3), 168–178. Retrieved from https://gssrr.org/index.php/JournalOfBasicAndApplied/article/view/10319

Issue

Vol. 48 No. 3 (2019)

Section

Articles

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