Savsavubun, Valentinus (2024) Analisis Kualitas Pelayanan E-Government Pada Website E-Lapor Maluku Tenggara Menggunakan E Govqual. Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

The community complaint service, known as E-lapor, is one of the forms of E-Government in Southeast Maluku Regency, serving as a means of interaction between the community and the government of Southeast Maluku
Regency in overseeing governance, administration, development, and public services. The purpose of this research is to assess the quality of the E-Government services provided by the Southeast Maluku Regency Government
using variables based on e-GovQual. The results of this study indicate that, overall, the quality of E-Government services provided by the Southeast Maluku Regency Government is good and acceptable to the community, although there is still a need for improvement, particularly concerning the E-lapor website. Several issues were identified with the E-lapor website, including user needs, personal information security, accessibility constraints, lack of service responsiveness, and user dissatisfaction with the responses to their complaints or aspirations. These issues need to be addressed specifically to enhance the quality of E-Government services provided by the E-lapor website. Based on these issues, several recommendations are provided: effective communication regarding policies and improvements, enhancement of service quality, and responsiveness to complaints, which can improve user perception and satisfaction. By taking these actions, E-lapor can continuously enhance the quality of its services. Furthermore, a thorough evaluation of the constraints encountered when accessing the website on various devices should be conducted, along with the implementation of technical solutions and design improvements

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