Villagers’ Satisfaction Indicators on Village Information System in The Front Region
Keywords:
Service, Individu, Information, Village Government, Villagers, Satisfaction
Abstract
This research aims at describing the process of services implementation through village information system based web and the villagers’ satisfaction from the aspects of satisfaction standardization. The method of the research was qualitative with hermeneutic phenomenology approach. It would see the texts of villagers’ life and experiences in using Village Information System Services. The data were analyzed by using the van kaam model. It was found that service satisfaction of the village information system in the context of individual experience identified from the staffs’ attitude, information, delivery, internal manager’s role, and time service accuracy. Based on the finding, it is recommended for further researcher to conduct a study about service implementation as well as e-government. The weakness of this research is that the researcher conducted it in a short time asking the individual’s experiences about the village service information system implementation.
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References
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Kurniawan, J.L. and Puspitosari, H. (2007), Wajah buram pelayanan, Malang Corruption Watch, Malang.
Lamharhar, H., Chiadmi, D., & Benhlima, L. (2014). How semantic technologies transform e-government domain. Transforming Government: People, Process and Policy, 8(1), 49–75. https://doi.org/10.1108/tg-07-2013-0023
Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377–392. https://doi.org/10.1108/IJSE-04-2017-0151.
Madumo, O.S. (2014), “Fostering effective service delivery through public participation: a South African local government perspective”, Association of Teacher in Public Administration, Vol. 22 No. 3, pp. 130-147.
Marlinda, P. (2017). Efektivitas Partisipasi Masyarakat. 10(1), 36–44.
Mori and Thomson, W. (2004), “Customer satisfaction with key public services”, available at: www.cabinetoffice.gov.uk/opsr (accessed Agustus 04, 2019).
Moustakas, Clark. (1994) Phenomenological Research Methods, California: SAGE,
Munari, L., Lelasi, F. and Bajetta, L. (2013), “Customer satisfaction management in Italian banks”, Qualitative Research in Financial Markets, Vol. 5 No. 2, pp. 139-160.
Nasution, S. R. (2018). Penerapan Prinsip-Prinsip Good Governance Dalam Pelayanan Publik Di Kantor Camat Sail Kota Pekanbaru. Jurnal Niara, 10(2), 72–77. https://doi.org/10.31849/nia.v10i2.1904.
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Noviyanto, F., Setiyadi, T., & Wahyuningsih, I. (2014). Implementasi Sikades (Sistem Informasi Kependudukan Desa) Untuk Kemudahan Layanan Administrasi Desa Berbasis Web Mobile. Informatika, 8(1), 858–869. https://doi.org/10.26555/JIFO.V8I1.A2084.
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Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp.14-40.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1990), “Five imperatives for improving service quality”, MIT Sloan Management Review, Vol. 31 No. 4, pp. 29-38.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria”, Journal of Retailing, Vol. 70 No. 3, pp. 201-230.
Rahmawati, D. (2013), “Pengaruh motivasi terhadap produktivitas kerja karyawan PR Fajar Berlian Tulungagung”, Jurnal BONOROWO, Vol. 1 No. 1, pp. 1-15.
Salman, A. A., Mostert, J., & Mugwisi, T. (2018). The governance and management of public library services in Nigeria. Library Management, 39(6–7), 389–401. https://doi.org/10.1108/LM-08-2017-0075.
Saha, P., Nath, A.K. and Salehi-Sangari, E. (2012), “Evaluation of government e-tax websites: an information quality and system quality approach”, Transforming Government: People, Process and Policy, Vol. 6 No. 3, pp. 300-321.
Salminen, A. and Ikola-Norrbacka, R. (2010), “Trust, good governance and unethical actions in Finnish public administration”,International Journal of Public Sector Management,Vol.23No.7, pp. 647-668.
Saputra, T., Marlinda, P., Sufi, W., & Kuning, U. L. (2019). Implementasi Kebijakan Inovasi Pelayanan Publik. 11(2), 177–184.
Saputra, T., Utami, B. C., & Sufi, W. (2018). Pengaruh Persepsi Mahasiswa Terhadap Kualitas Pelayanan Pegawai Dibagian Administrasi Fakultas Ilmu Administrasi Universitas Lancang Kuning. Jurnal Niara, 11(1), 6–16. https://doi.org/10.31849/nia.v11i1.1520
Sari, W. P. (2017). Analisis penerapan e-government dan perubahan interaksi sosial setelah mediatisasi di desa karang bajo, Lombok. THe Messenger, 9, 176–185.
Setiawan, D., & Mahendra, Y. A. S. (2015). Perancangan Sistem Informasi Penduduk Pada Kantor Desa Kebonsari. IJNS - Indonesian Journal on Networking and Security, 4(2), 21–26. https://doi.org/10.1123/ijns.v4i2.1309
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Sudarsyah, A. (2016). Kerangka Analisis Data Fenomenologi (Contoh Analisis Teks Sebuah Catatan Harian). Jurnal Penelitian Pendidikan, 13(1).
Sufi, W., & Herlinda, D. (2017). Penerapan Sistem Aplikasi Pelayanan Kepegawaian (Sapk) Berbasis Online Pada Badan Kepegawaian Daerah Kota Pekanbaru. Jurnal Niara, 9(2), 102–108. https://doi.org/10.31849/nia.v9i2.2103
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Yuan, X. and Chu, K. (2013), “When and how information quality matters: perceived customer orientation and customer satisfaction”, Advance in Information Sciences and Service Sciences, Vol. 5 No. 9, pp. 105-113.
Yusrizal, Heriyanto, M., & Harapan, T. R. F. . (2018). Pada Pelayanan Kartu Tanda Penduduk Elektronik ( KTP-el ). Jurnal Administrasi Negara, 15(1), 96–103.
Aguswan, A. (2017). Sistem Informasi Pelayanan Publik Dikecamatan Kampar Timur Kabupaten Kampar. Jurnal Niara, 10(1), 30–35. https://doi.org/10.31849/nia.v10i1.1886.
Amoako, I.O. (2012), “Trust in exporting relationships: the case of SMEs in Ghana”, DProf thesis, Middlesex University, London.
Andrews, R., Boyne, G. A., Law, J., & Walker, R. M. (2011). Strategy implementation and public service performance. Administration and Society, 43(6), 643–671. https://doi.org/10.1177/0095399711412730.
Andrews, D. and Turner, S. (2017), “Improving the customer experience through consistency and effective service delivery in the United Kingdom public house sector”, British Food Journal, Vol. 119 No. 3, pp. 587-599.
Astuti, W., Irawati, I., & Ruslihardy, R. (2016). Kualitas Pelayanan Publik Pada Kantor Camat Tenayan Raya Kota Pekanbaru. Jurnal Niara, 9(1), 29–36. https://doi.org/10.31849/nia.v9i1.2015
Chang, J.J.S. (2008), “An analysis of advance fee fraud on the internet”, Journal of Financial Crime, Vol. 15 No. 1, pp. 71-81.
Chen, S.C., Yen, D.C. and Hwang, M.I. (2012), “Factors influencing the continuance intention to the usageofWeb2.0:anempiricalstudy”,ComputersinHumanBehavior,Vol.28No.3,pp.933-941.
Criado, J.I., Rojas-Martin, F. and Gil-Garefa, J.R. (2017), “Enacting social media success in local public administrations: an empirical analysis of organizational, institutional, and contextual factors”, International Journal of Public Sector Management, Vol. 30 No. 1, pp. 31-47
Di, K., & Pasirjambu, K. (2017). Kualitas pelayanan publik bidang administrasi kependudukan di kecamatan pasirjambu. JIMIA, 11(2), 56–65.
Erlianti, D., & Sari, N. I. (2019). Analisis Akuntabilitas Pelayanan Kantor Lurah. 12(1), 35–45.
Eviana Septiana Rachman, B. N. (2017). Pemanfaatan e-government pada desa wonokarto untuk meningkatkan akurasi dan informasi potensi desa. Jurusan Sistem Informasi STMIK Pringsewu Lampung Jl. Wisma Rini No.09 Pringsewu E-Mail: [email protected] [email protected] Abstrak, 8(1), 45–50.
Fowler, A. andPryke, J. (2003), “Knowledge management in public service provision: the child support agency”, International Journal of Service Industry Management, Vol. 14 No. 3, pp. 254-283.
G4S Assessment Service UK (2009), “Public service”, available at: www.g4s assessment service.com (accessed February 3, 2015).
Hariana, & Harapan Tua, R. F. . (2016). Kepemimpinan Kepala Desa Dalam Pembangunan Fisik Desa Kota Intan Kecamatan Kunto Darussalam Kabupaten Rokan Hulu. JOm Fisip, 3(2), 1–14.
Hawi, R., Alkhodary, D. and Hashem, T. (2015), “Managerial companies and organizations performance”, International Journal of Management Sciences, Vol. 5 No. 11, pp. 723-735
Harsini, H. (2018). Transparansi Pelayanan Publik Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu (Dpmptsp) Kota Pekanbaru. Jurnal Niara, 10(2), 65–71. https://doi.org/10.31849/nia.v10i2.1903
Hernimawati, H., & Sudaryanto, S. (2018). Peran Pemimpin Dalam Pelayanan Publik Di Kantor Camat Xiii Kota Kampar Kabupaten Kampar. Jurnal Niara, 10(2), 96–105. https://doi.org/10.31849/nia.v10i2.1907
Herrala, M. E., & Haapasalo, H. J. O. (2012). Effect of governance models on enhancing water service delivery. International Journal of Public Sector Management, 25(5), 373–390. https://doi.org/10.1108/09513551211252396
Heryenzus, H., & Suali, S. (2018). Pengaruh Kinerja Pelayanan Dengan Pendekatan Malcolm Baldrige Terhadap Kepuasan Pasien Bpjs Kesehatan Pada Rumah Sakit Umum Daerah Kota Batam. Jurnal Niara, 11(2), 150–158. https://doi.org/10.31849/nia.v11i2.2112
Hildawati. (2019). Indeks Kepuasan Masyarakat (Ikm) Dalam Pelayanan Sim Pada Satlantas Polres Dumai. Jurnal Niara, 12(1), 86–99. https://doi.org/10.31849/nia.v12i1.2641.
Iberahim,H.,MohdTaufik,N.K.,MohdAdzmir,A.S.andSaharuddin,H.(2016), “Customersatisfaction on reliability and responsiveness of self-service technology for retail banking service”, Procedia Economics and Finance, Vol. 37, pp. 13-20.
Ilham, & Harapan, T. R. F. . (2016). Inovasi Palayanan Dalam Pengurusan Pajak Kendaraan Bermotor pada UPTD Samsat Kota Bukit Tinggi. JOm Fisip, 3(2), 1–20.
Kanter, A. S., Negin, J., Olayo, B., Bukachi, F., Johnson, E., & Sachs, S. E. (2009). Millennium Global Village-Net: Bringing together Millennium Villages throughout sub-Saharan Africa. International Journal of Medical Informatics, 78(12), 802–807. https://doi.org/10.1016/j.ijmedinf.2009.08.002
Kanungo, S. (2004). On the emancipatory role of rural information systems. Information Technology & People, 17(4), 407–422. https://doi.org/10.1108/09593840410570267
Kurniati, R., Jaroji, J., & Agustiawan, A. (2018). Sistem Layanan Mandiri Di Kantor Desa Berbasis Web. INOVTEK Polbeng - Seri Informatika, 3(1), 16. https://doi.org/10.35314/isi.v3i1.326.
Kurniawan, J.L. and Puspitosari, H. (2007), Wajah buram pelayanan, Malang Corruption Watch, Malang.
Lamharhar, H., Chiadmi, D., & Benhlima, L. (2014). How semantic technologies transform e-government domain. Transforming Government: People, Process and Policy, 8(1), 49–75. https://doi.org/10.1108/tg-07-2013-0023
Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377–392. https://doi.org/10.1108/IJSE-04-2017-0151.
Madumo, O.S. (2014), “Fostering effective service delivery through public participation: a South African local government perspective”, Association of Teacher in Public Administration, Vol. 22 No. 3, pp. 130-147.
Marlinda, P. (2017). Efektivitas Partisipasi Masyarakat. 10(1), 36–44.
Mori and Thomson, W. (2004), “Customer satisfaction with key public services”, available at: www.cabinetoffice.gov.uk/opsr (accessed Agustus 04, 2019).
Moustakas, Clark. (1994) Phenomenological Research Methods, California: SAGE,
Munari, L., Lelasi, F. and Bajetta, L. (2013), “Customer satisfaction management in Italian banks”, Qualitative Research in Financial Markets, Vol. 5 No. 2, pp. 139-160.
Nasution, S. R. (2018). Penerapan Prinsip-Prinsip Good Governance Dalam Pelayanan Publik Di Kantor Camat Sail Kota Pekanbaru. Jurnal Niara, 10(2), 72–77. https://doi.org/10.31849/nia.v10i2.1904.
Napitupulu, P. (2007), Pelayanan publik dan customer satisfaction, Alumni, Bandung.
Noviyanto, F., Setiyadi, T., & Wahyuningsih, I. (2014). Implementasi Sikades (Sistem Informasi Kependudukan Desa) Untuk Kemudahan Layanan Administrasi Desa Berbasis Web Mobile. Informatika, 8(1), 858–869. https://doi.org/10.26555/JIFO.V8I1.A2084.
Parasuraman,A.,Berry,L.L.andZeithaml,V.A.(1991), “Perceivedservicequalityasaconsumer-based performance measure: an empirical examination of organizational barriers using an extended service quality model”, Human Resource Management, Vol. 30 No. 3, pp. 335-364.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp.14-40.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1990), “Five imperatives for improving service quality”, MIT Sloan Management Review, Vol. 31 No. 4, pp. 29-38.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria”, Journal of Retailing, Vol. 70 No. 3, pp. 201-230.
Rahmawati, D. (2013), “Pengaruh motivasi terhadap produktivitas kerja karyawan PR Fajar Berlian Tulungagung”, Jurnal BONOROWO, Vol. 1 No. 1, pp. 1-15.
Salman, A. A., Mostert, J., & Mugwisi, T. (2018). The governance and management of public library services in Nigeria. Library Management, 39(6–7), 389–401. https://doi.org/10.1108/LM-08-2017-0075.
Saha, P., Nath, A.K. and Salehi-Sangari, E. (2012), “Evaluation of government e-tax websites: an information quality and system quality approach”, Transforming Government: People, Process and Policy, Vol. 6 No. 3, pp. 300-321.
Salminen, A. and Ikola-Norrbacka, R. (2010), “Trust, good governance and unethical actions in Finnish public administration”,International Journal of Public Sector Management,Vol.23No.7, pp. 647-668.
Saputra, T., Marlinda, P., Sufi, W., & Kuning, U. L. (2019). Implementasi Kebijakan Inovasi Pelayanan Publik. 11(2), 177–184.
Saputra, T., Utami, B. C., & Sufi, W. (2018). Pengaruh Persepsi Mahasiswa Terhadap Kualitas Pelayanan Pegawai Dibagian Administrasi Fakultas Ilmu Administrasi Universitas Lancang Kuning. Jurnal Niara, 11(1), 6–16. https://doi.org/10.31849/nia.v11i1.1520
Sari, W. P. (2017). Analisis penerapan e-government dan perubahan interaksi sosial setelah mediatisasi di desa karang bajo, Lombok. THe Messenger, 9, 176–185.
Setiawan, D., & Mahendra, Y. A. S. (2015). Perancangan Sistem Informasi Penduduk Pada Kantor Desa Kebonsari. IJNS - Indonesian Journal on Networking and Security, 4(2), 21–26. https://doi.org/10.1123/ijns.v4i2.1309
Shidende, N. H. (2014). Challenges in implementing patient-centred information systems in Tanzania: An activity theory perspective. Electronic Journal of Information Systems in Developing Countries, 64(1), 1–20. https://doi.org/10.1002/j.1681-4835.2014.tb00455.x
Subiakto, H. (2013). The usage of internet for the village and villagers. Masyarakat, Kebudayaan Dan Politik, 26(4), 243–256. Retrieved from http://journal.unair.ac.id/download-fullpapers-mkpa4d7ec1aaefull.pdf
Sudarsyah, A. (2016). Kerangka Analisis Data Fenomenologi (Contoh Analisis Teks Sebuah Catatan Harian). Jurnal Penelitian Pendidikan, 13(1).
Sufi, W., & Herlinda, D. (2017). Penerapan Sistem Aplikasi Pelayanan Kepegawaian (Sapk) Berbasis Online Pada Badan Kepegawaian Daerah Kota Pekanbaru. Jurnal Niara, 9(2), 102–108. https://doi.org/10.31849/nia.v9i2.2103
Susanto, A. (2015). Faktor-Faktor Yang Memengaruhi Perilaku Penggunaan Internet Masyarakat Desa Pasar Vi Kualanamu , Deli Serdang Sumatera Utara Factors Affecting The Behaviour Of Internet Use Of Villager Pasar Vi , Kualanamu , DELI SERD. Jurnal Penelitian Pos Informatika, 5(1), 65–86. https://doi.org/10.17933/jppi.2015.050100
Utomo, D., Mulyanto, E., & Kunci, K. (2010). Electronic Government Pemberdayaan Pemerintahan Dan Potensi Desa Berbasis Web. Jurnal Teknologi Informasi, 6(1), 1414–9999. Retrieved from http://pps.dinus.ac.id.
Vigoda-Gadot, E. (2006), “Citizens’ perceptions of politics and ethics in public administration: a five-year national study of their relationship to satisfaction with services, trust in governance, and voice orientations”, Journal of Public Administration Research and Theory, Vol. 17 No. 2, pp. 285-305.
Yuan, X. and Chu, K. (2013), “When and how information quality matters: perceived customer orientation and customer satisfaction”, Advance in Information Sciences and Service Sciences, Vol. 5 No. 9, pp. 105-113.
Yusrizal, Heriyanto, M., & Harapan, T. R. F. . (2018). Pada Pelayanan Kartu Tanda Penduduk Elektronik ( KTP-el ). Jurnal Administrasi Negara, 15(1), 96–103.
Published
2019-09-28
How to Cite
Tua F S, H., & syofian. (2019). Villagers’ Satisfaction Indicators on Village Information System in The Front Region. Jurnal Niara, 12(2), 34- 43. https://doi.org/10.31849/niara.v12i2.3072
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