ANALISIS KUALITAS LAYANAN SISTEM INFORMASI AKSES SNI DENGAN METODE E-GOVQUAL DAN IPA

Kiki Puspo Arianty, Yana Shintya

Abstract

The National Standardization Agency (BSN) through the website https://akses-sni.bsn.go.id provides reading services for Indonesian National Standards (SNI) in full text flip book format. This research is focused on measuring the service quality of the SNI Access Information System using the e-Govqual method and Importance Performance Analysis (IPA). e-GovQual is a system created to measure public opinion on the quality of services on government websites or portals. The e-Govqual scale consists of 4 dimensions, namely: efficiency, reliability, trust, and citizen support. IPA assesses the level of acceptance, the level of gap (GAP) and quadrants by listing the most important numbers in each quadrant based on considerations of importance and performance. From the data of 160 questionnaires distributed, the results of quadrant analysis are obtained, namely in Quadrant A there are no top priority factors that need improvement, Quadrant B contains 11 factors that need to be maintained in quality, Quadrant C contains 8 factors with low priority, and Quadrant D there is 1 factor that is considered not so important. It can be concluded that of the 4 existing dimensions, the order from highest to lowest which has a level of conformity between interests and performance is the dimension of Trust (93%), Efficiency (90%), Reliability (90%), and Citizen Support (87%).

Keywords

National Standardization Agency (BSN); Indonesian National Standard (SNI); SNI Access Information System; e-Govqual; Importance Performance Analysis (IPA);

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