Nirmala, Yohana Trisusanti (2024) Analisis Efektivitas Layanan Pada Dinas Kependudukan dan Pencatatan Sipil Kota Malang Melalui Implementasi E-Government Menggunakan Metode E-Govqual dan Importance Perfomance Analysis (IPA). Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

SAMBAT Online is an application provided by the Population and Civil Registration Office of Malang City to facilitate the community in conveying aspirations, suggestions, criticisms, complaints, and questions to the government.
Although this service has been running, there has been no evaluation of the community's assessment of accessibility, role, and user expectations of this website as an e-government implementation. This study aims to analyze the effectiveness of SAMBAT Online services using E-Govqual and Importance Performance Analysis (IPA) methods. The results showed that the implementation of SAMBAT Online has a positive impact on user satisfaction, but there are several aspects that still need to be improved to achieve community expectations. This research is expected to be a reference for improving the quality of e-government services in Malang City

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