Pengaruh E-Govqual Terhadap Kepuasan Peserta Pada Layanan Klaim Jaminan Hari Tua (JHT) di BPJS Ketenagakerjaan Rokan Hulu Riau
DOI:
https://doi.org/10.15575/jbpd.v5i4.26516Abstract
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.
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.
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).