Optimasi Kepuasan Pengguna Melalui Kualitas Layanan Digital Di Era Society 5.0
DOI:
https://doi.org/10.31849/niara.v17i2.23148Keywords:
Kualitas Layanan Digital, Kualitas Informasi, Kualitas Interaksi, Society 5.0, Kepuasan PenggunaAbstract
Perkembangan teknologi informasi dan komunikasi (TIK) telah membawa perubahan besar dalam pelayanan public termasuk Kantor Pertanahan. Pada era Society 5.0, teknologi digital menjadi kunci untuk menciptakan masyarakat yang lebih baik, berkelanjutan, dan inklusif. Penelitian ini bertujuan untuk mengetahui hubungan kualitas kegunaan, kualitas informasi, kualitas interaksi, dengan kepuasan pengguna. Tempat penelitian yaitu Kantor Pertanahan Kota Cilegon dengan jumlah sampel yaitu 102 PPAT. Data dianalisis menggunakan aplikasi SmartPLS. Hasil penelitian menunjukkan bahwa terdapat hubungan antara kualitas kegunaan, kualitas informasi, kualitas interaksi, dengan kepuasan pengguna layanan website Kantor Pertanahan Kota Cilegon. Penelitian ini memberikan saran perlunya optimalisasi berkelanjutan mengenai kepuasan melalui analisis, pembaruan rutin, dan umpan balik pengguna
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[4] Ichsandrya, O., & Suryani, E. (2021). Analysis of PDDikti Website User Satisfaction Using Webqual. https://iptek.its.ac.id/index.php/jps/article/download/11144/6240
[5] Kurniawatik, A. T., Khaerunnisa, K., & Tasya, T. (2021). Melek Information and Communications Technology (ICT) Pada Masyarakat Pedesaan Di Era Globalisasi. Cebong Journal, 1(1), 1–9. https://doi.org/10.35335/CEBONG.V1I1.3
[6] Lee, S., Cho, Y. W., Im, E. T., & Gim, G. (2019). A Study on Customer Satisfaction Analysis of Public Institutions using Social Textmining. https://doi.org/10.1109/snpd.2019.8935791
[7] Malhotra, C., & Anand, R. (2020). Accelerating public service delivery in India: Application of internet of things and artificial intelligence in agriculture. ACM International Conference Proceeding Series, 20, 62–69. https://doi.org/10.1145/3428502.3428510
[8] Masthori, A., Adi Nugroho, H., Ferdiana, R., Tenaga Kerja dan Sosial Kabupaten Sleman, D., & Teknik Universitas Gadjah Mada, F. (2016). Penggunaan Metode Webqual Modifikasi dalam Evaluasi Kualitas Layanan Website Pemerintah Daerah The Use of Modified Webqual Method in Evaluation of Website Service Quality of Local Government 1). In Jurnal Pekommas (Vol. 1, Issue 1).
[9] Ming, C., Chen, T., & Ai, Q. (2018). An Empirical Study of E-Service Quality and User Satisfaction of Public Service Centers in China. https://doi.org/10.4018/ijpada.2018070104
[10] Mustofa, F. C., Trias, A., & Sutanta, H. (2018). Sistem Informasi Geografis Partisipatif (SIG-P) untuk menuntaskan pemetaan bidang tanah: peluang dan tantangan. Conference on Geospatial Information Science and Engineering. https://doi.org/10.5281/zenodo.1323188
[11] Purwanto, P., & Hedin, P. B. D. (2020). Measurement of user satisfaction for web-base academic information system using end-user computing satisfaction method. https://doi.org/10.1088/1757-899x/909/1/012044
[12] Puspitasari, I., Cahyani, D. I., & Taufik, T. (2018). A User-Centered Design for Redesigning E-Government Website in Public Health Sector. In 2018 International Seminar on Application for Technology of Information and Communication. https://doi.org/10.1109/isemantic.2018.8549726
[13] Rashida, M., Islam, K., Kayes, A. S. M., Hammoudeh, M., Arefin, M. S., & Habib, M. A. (2021). Towards Developing a Framework to Analyze the Qualities of the University Websites. Computers, 10(5), 57. https://doi.org/10.3390/computers10050057
[14] Rheza, K., & Adinegoro, R. (2023). Analisis Transformasi Digital Layanan Publik Pertanahan : Hak Tanggungan Elektronik pada Kementerian Agraria dan Tata Ruang. Jurnal Administrasi Publik, 19(1), 26–49. https://doi.org/10.52316/JAP.V19I1.135
[15] Sari, F. A., & Andraini, F. (2020). Pelaksanaan roya melalui sistem elektronik terhadap hak tanggungan akibat kredit macet di kantor pertanahan kabupaten batang. Unisbank. https://www.unisbank.ac.id/ojs/index.php/fh1/article/view/8717/3452
[16] Sukmasetya, P., Setiawan, A., & Arumi, E. R. (2020). Usability evaluation of university website: a case study. Journal of Physics. Conference Series, 1517(1), 12071. https://doi.org/10.1088/1742-6596/1517/1/012071
[17] Wahid, S. D. M., Amin, S. H. M., Ali, A. J. M., & Abdullah, A. (2021). Formation of citizen-centric public service satisfaction model during pandemic crisis in Malaysia: An ideology. https://doi.org/10.1063/5.0053808
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Published
2024-09-26
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Optimasi Kepuasan Pengguna Melalui Kualitas Layanan Digital Di Era Society 5.0. (2024). Jurnal Niara, 17(2), 468-477. https://doi.org/10.31849/niara.v17i2.23148
