Waja, Yohanes Pieterson (2024) Analisis Efektivitas Pelayanan Sistem Informasi Perizinan Online (SI IZOL) di DISNAKER PM-PTSP Kota Malang Menggunakan Metode EGOVQUAL. Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

The development of e-government will increase the effectiveness, efficiency, accountability and transparency of government administration, which can be accessed quickly, anywhere and anytime through the movement of agencies to implement e-government sites. DISNAKER PM-PTSP took the initiative to develop an application-based application to simplify licensing services. towards the people in the city of Malang. This application is an online licensing information system application (SI IZOL). In the process of this research, researchers found that the public often complained about the lack of clear instructions regarding the licensing service process. The public believes that they do not know exactly the conditions and regulations that must be met to obtain permits, so the service process becomes ineffective. Arranging permits seems complicated because it involves a process of understanding the application, so they still depend on direct licensing services from the Manpower Office. In this study, we use the e-GovQual approach to assess how well the SI IZOL service is enjoyed by users, with the aim of evaluating service performance according to the user's level of interest. This evaluation will reveal how well the service was delivered and highlight which attributes need to be improved with the highest priority. In this research, the method the researcher used was a quantitative method. The quantitative approach is a method of collecting, analyzing and presenting data numerically rather than descriptively which involves an empirical approach. So we can conclude that the efficiency dimension shows that the SI IZOL application in the Malang City PM-PTSP DISNAKER is in accordance with user needs. , the SI IZOL application service is clear and the information provided by the SI IZOL application is in accordance with user needs. The results of the analysis of the E-govqual and Ipa methods show that the people of Malang city agree with the ease of using the SI IZOL application, timely service, and a smooth
registration process. easy. The test results also found that this application was able to meet the expected standards in terms of user comfort, reliability, responsiveness and security. This shows that the SI IZOL application has succeeded in providing more efficient and effective services to the community

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