Pengaruh E-Govqual Terhadap Kepuasan Peserta Pada Layanan Klaim Jaminan Hari Tua (JHT) di BPJS Ketenagakerjaan Rokan Hulu Riau


Aditia Aditia(1*), Harapan Tua Ricky Fredy Simanjuntak(2), Lie Othman(3)

(1) Universitas Riau, Indonesia
(2) Universitas Riau, Indonesia
(3) Universitas Riau, Indonesia
(*) Corresponding Author

Abstract


This research is motivated by the existence of the concept of Electronic -Government Quality (E-Govqual) which is urgently needed to be implemented in public organizations to improve the quality of public services through the use of information technology. The purpose of this study was to find out and analyze how E-Govqual influences participant satisfaction in the Old Age Guarantee Claim (JHT) service at BPJS Ketenagakerjaan Rokan Hulu Riau. This study uses a quantitative method, using smart PLS. The population of this study were all participants who submitted JHT claims at the Rokan Hulu Riau Employment BPJS, the total sample being 189 respondents. Data collection techniques using questionnaires. there are 24 attributes in this study which are grouped into 4 Variables (X) Efficiency, Trust, Reliability and Employee Support and 1 Variable (Y) Participant Satisfaction. The results of the study show that there is a positive effect of E-Govqual on participant satisfaction in the JHT claim service at the Rokan Hulu Employment BPJS.


Full Text:

PDF

References


Arikunto, S. 2010. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.

Ghozali, I. Latan, H. (2012). Partial Least Square : Konsep, Teknik dan Aplikasi SmartPLS 2.0 M3. Semarang: Badan Penerbit Universitas Diponegoro.

Hanum,Latifah (2021). Pengaruh Kualitas Pelayanan Website DJP Terhadap Kepuasan Pengguna Dengan Modifikasi E-govqual. jurnal Administrasi Bisnis. Universitas Brawijaya Vol. 15. No.1. hlm. 104-111

Kotler, Philip and Kevin Lane Keller, (2016). Marketing Management, 15th Edition, Pearson Education,Inc.

Maulani, W. (2020). Penerapan Electronic Government Dalam Peningkatan Kualitas Pelayanan Publik (Studi Kasus Program E-Health di Kota Surabaya). Jurnal, Universitas Muhammadiyah Yogyakarta.

Nasution. (2007). Metode Research (Penelitian Ilmiah). Jakarta : Bumi Aksara.

Papadomichelaki, X., & mentzas,G. 2011. E-Govqual: A Mulitiple-item Scale For Assesing E-Government Service Quality. Governmet Information Quarterly, 98-109.

Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005) E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7, 213-233.

Pasolong, Harbani, 2007, Teori Administrasi Publik, Alfabeta, Bandung.

Rangkuti, Freddy (2002), Measuring Customer Satisfaction, Penerbit PT Gramedia Pustaka Utama, Jakarta

Sinambela, Lijan Poltak, dkk. 2010. Reformasi Pelayanan Publik. Jakarta: Bumi Aksara.

Siyoto, Sandu dan Ali Sodik. 2015. Dasar Metodologi Penelitian. Yogyakarta: Literasi Media Publishing.

Sugiyono. (2014). Populasi dan Sampel. Metode Penelitian Kuantitatif, Kualitatif R&D. Bandung; Alfabeta.

Supranto J., (2001), Pengukuran Tingkat Kepuasan Pelanggan, Rineka Cipta, Jakarta.




DOI: https://doi.org/10.15575/jbpd.v5i4.26516

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Aditia Aditia, Harapan Tua Ricky Fredy Simanjuntak, Lie Othman

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Ministrate: Jurnal Birokrasi & Pemerintahan Daerah
Has Been Indexed on:

Indeks Harvard    
    
      

 


Ministrate : Jurnal Birokrasi dan Pemerintahan Daerah is licensed under Attribution-ShareAlike 4.0 International