e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609
ISSN Cetak : 2337-3997
ISSN Online : 2613-9774
THE EFFECT OF E-GOVERNMENT QUALITY (E-GOVQUAL) ON LOCAL
GOVERNMENT E-GOVERNMENT USER SATISFACTION
Moch.
Lukmanul Hakim1.
Agus Rahayu2.
Eeng Ahman.
Lili Adi Wibowo4
1,2,3,4
Doctoral Program in Management Science.
Universitas Pendidikan Indonesia e-mail: hm.
lhakim1969@upi.
ABSTRACT
The measurement of E-Government user satisfaction at local governments in Indonesia still needs to be improved to achieve the high accountability demanded by the central government.
Based on the theory of behavior, six factors influence the satisfaction of local government E-Government users, namely knowledge of ease of use, trust, function and form interaction, reliability, content and display of information, and This study examines the influence of these six factors on the E-Government Quality of local governments in the province of West Java.
Respondents in this study were the head of the West Java regional government agency.
This study uses PLS-SEM and succeeds in proving that there is a positive and significant effect of ease of use, trust, function and form interaction, reliability, content and display of information, and support for local government E-Government user satisfaction.
These findings provide practical contributions as a guide for local governments to improve E-Government Quality.
Future research needs to expand the scope of the observation area, incorporate subjective and objective scales of user satisfaction variables, and develop other variables based on other theories such as contingency theory, agency theory, and dynamic capabilities theory.
Keywords: User Satisfaction.
E-Government Quality.
Ease of Use.
Trust.
Function and Form Interaction INTRODUCTION Ensuring effective local government performance is crucial, particularly during a pandemic such as the current Covid-19 crisis.
The Covid-19 pandemic has compelled local governments to strive for improved performance.
The performance levels of local governments directly impact community welfare and the economic growth of associated regions (Hamid.
However, the suboptimal performance of local governments has been further exacerbated by the Covid-19 pandemic, which began in February This has significantly disrupted the composition of the national and regional budgets for the Fiscal Year 2020, particularly in terms of State and local revenues, especially those derived from taxes, both central and local, have experienced a decline (Puspitasari, 2.
The performance of local governments also indirectly affects the degree of dependence on the central government (Puspitasari, 2.
Indonesia, the central government, along with provincial and district/city local governments, must make necessary adjustments due to the reduction in state and regional revenues.
They must refocus their budgets from program/activity spending to expenditures aimed at mitigating and addressing the impact of Covid-19.
Electronic Government (E-Governmen.
is an initiative aimed at developing electronic-based government services (Afifa & Priyono, 2.
The Indonesian government has been implementing EGovernment since the issuance of Presidential Instruction (INPRES) Number 3 of 2003, which outlines the national policy and strategy for EGovernment development.
The directive requires all government agencies to adapt by utilizing information systems or technology to better serve the public.
The central and local government websites are expected to gradually transition towards Government to Government (G2G).
Government to Business (G2B), and Government to Citizen (G2C) interactions, which are integrated with each other (Indonesia, 2.
In 2018, the regulations pertaining to EGovernment were strengthened with the issuance of Presidential Regulation (PERPRES) Number 95 of 2018, which focuses on Electronic-Based Government Systems (SPBE).
The SPBE emphasizes the adoption of effective, integrated, sustainable, efficient, accountable, interoperable, and secure applications by both central and regional government agencies (Setneg, 2.
Research conducted by Heeks .
on egovernment projects in developing countries revealed that almost 35% of projects were total failures, while 50% were partial failures.
Several studies have concluded that the acceptance, diffusion, and success of e-government initiatives rely on citizens' willingness to utilize these services (Carter & Bylanger, 2005.
Evans & Yen.
Schaupp & Carter, 2005.
Shareef.
Kumar, e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 Kumar, & Dwivedi, 2011.
Shareef.
Kumar.
Kumar, & Hasin, 2.
Consequently, there is a significant need for research and development of service quality models to explain the advantages of e-services to citizens.
Another critical perspective in service quality research is ensuring a return on investment (Wang.
Bretschneider, & Gant, 2.
The taxes paid by citizens to the government are invested in the construction and maintenance of egovernment systems (Wang et al.
, 2.
Therefore, the government should be accountable to citizens regarding the quality of services offered by the new system.
Although the dimensions of service quality may vary depending on the political environment, technological advancements, and socioeconomic conditions of a country, the primary objective of this study is to provide transparent and effective services to citizens.
E-Government Quality (E-GovQua.
is a method used to measure the quality of electronicbased information systems in providing services to citizens, as introduced by Papadomichelaki & Mentzas .
The EGovQual instrument was developed by measuring the quality of services provided by E-Government services from the perspective of end users or the public.
E-GovQual comprises six dimensions: ease of use, trust, functionality of the interaction environment, reliability, content and appearance of information, and citizen support.
Customer satisfaction is a crucial marketing goal.
According to Kotler & Keller .
, the purpose of marketing is to "meet and satisfy the needs and desires of target consumers and be better than its competitors.
" Although there is no standard definition of customer satisfaction, experts have attempted to define it.
One way to measure customer satisfaction is through the survey method (Kotler & Keller, 2.
This involves gathering feedback on statements related to customers' likelihood of making repeat purchases, their tendency to share positive experiences with others, and their inclination to file complaints with the company.
Satisfied customers are more likely to repurchase products and spread positive word-of-mouth, while dissatisfied customers tend to return or discard products and complain to the company.
The satisfaction indicators in this study align with Kotler & Keller .
definition, namely customers making repeat purchases, customers sharing positive experiences about the products they buy with others, and customers refraining from or minimizing complaints to the company.
As mentioned earlier, service quality can directly or indirectly impact customer satisfaction ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 and loyalty.
This has been substantiated by research conducted on online-based service quality in various industries, including banking.
The dimensions of technology-based service quality, such as easy and reliable technology support .
service qualit.
, have a positive influence on customer satisfaction and loyalty (Ganguli & Roy.
Positive customer perceptions of service quality contribute to customer satisfaction and loyalty, thereby influencing their continued use of a product or service (Lupiyoadi, 2.
To differentiate e-service quality from traditional service quality, it is necessary to first examine the latter, as most e-service quality models are developed based on traditional models.
SERVQUAL, developed by Parasuraman et al.
, serves as a generic instrument to measure service quality across various sectors.
Initially.
SERVQUAL was designed for four industries:
retail banking, credit cards, securities institutions, and banking services (Parasuraman et al.
, 1.
SERVQUAL consists of five dimensions: tangibles .
hysical appearanc.
, reliability, responsiveness, assurance, and empathy.
While SERVQUAL has been widely employed to measure service quality in various service industries, some studies have applied the SERVQUAL model to assess e-service However, the applicability of the SERVQUAL model in the context of e-service quality is limited (Parasuraman et al.
, 1.
The SERVQUAL reformulation to be meaningfully applied in the realm of e-service quality, as e-service differs from traditional service in three key aspects:
Absence of sales staff: In e-service, there is no physical interaction between customers and sales staff, unlike in traditional service.
Lack of tangible .
elements: E-service operates in a virtual, intangible environment.
Customer independence: In e-service, customers handle their own business processes, such as placing orders or transactions .
elf-servic.
Although e-service significantly changes the structure of traditional services, as noted by Alzola & Robaina .
, the importance of eservice quality as a critical success factor for ecommerce businesses cannot be understated.
addition to the business sector, the issue of eservice quality also applies to other sectors, including the government, especially in improving E-Government services to the public (Parasuraman et al.
, 1.
Given these differences between e-service and traditional service, it can be concluded that the SERVQUAL scale is not suitable for measuring eservice quality.
Consequently, the E-Government e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 Quality (E-GovQua.
method, introduced by Papadomichelaki & Mentzas .
, becomes essential for measuring the quality of EGovernment services from the perspective of end users or the public.
E-GovQual encompasses six dimensions: ease of use, trust, functionality of the interaction environment, reliability, content and appearance of information, and citizen support.
E-government quality .
-govqua.
refers to the quality of electronic government services provided to citizens.
The impact of e-govqual on user satisfaction with e-government services provided by local governments has been studied in various countries, including Saudi Arabia (Bawazir, 2006.
Yamin & Mattar, 2.
The quality of e-government services can be influenced by various factors, such as government policies, internet and information technology, and service providers (Yamin & Mattar, 2.
The success of e-government services can also depend on the enactment of government policies in the provision and deployment of such technology (Yamin & Mattar, 2.
Therefore, it is important for service providers to continuously assess their roles, challenges, and the level of service satisfaction towards citizens, and update their technologies to improve services (Yamin & Mattar, 2.
Priya .
found that most users are satisfied with the services provided by egovernment, but this satisfaction is not significantly related to personal attitudes and usability factors.
Another study (Pinem.
Immanuella.
Hidayanto, & Phusavat, 2.
discovered that the factors determining user trust in government online services include service quality, trust in government entities, recommendations to ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 use these services, and user habits in utilizing these The factor that does not influence user trust in government online services is the disposition to trust.
Trust, however, does have an impact on continued use through perceived benefits and satisfaction in using online services.
Therefore, it can be concluded that e-govqual, as a service quality factor, can indeed affect user satisfaction with e-government services provided by local governments.
Nevertheless, further research is needed to specifically examine the relationship between e-govqual and user These research gaps, based on the background, encompass the absence of in-depth research on the impact of the Covid-19 pandemic on local government performance in Indonesia, evaluation of E-Government implementation at the local government level, measurement of EGovQual dimensions in the Indonesian context, and the relationship between E-Government service quality and user satisfaction at the local government level.
This research fills a critical gap that will provide important insights for the improvement and development of local government services in the digital era.
The aim of this study is to analyze the quality of E-Government services using the EGovQual approach in order to measure the quality of Local Government (Pemd.
websites based on user satisfaction.
The measurement involves distributing online questionnaires to 100 respondents who are members of the West Java Provincial Government Regency/City Governments in West Java Province.
Figure 1.
Framework of Thought e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 Based on Figure 1, this study proposes the RESEARCH METHODS following hypotheses:
The population for this study was the The ease of use variable has a positive and Heads of the Regency/City Regional Work Units significant effect on user satisfaction.
in the West Java Region.
There were a total of 27 The trust variable has a positive and significant units of analysis, referred to as the Office of the effect on user satisfaction.
Office, with a total of 100 individuals.
The sample The functionality of the interaction environment was a subset of the population.
According to variable has a positive and significant effect on (Sugiyono, 2.
, the sample represented a portion user satisfaction.
of the population with similar characteristics.
The reliability variable has a positive and this study, a total sampling technique was significant effect on user satisfaction.
employed, which involved sampling all members The content and appearance of information of the population.
Therefore, in this study, the variable has a positive and significant effect on sample consisted of the entire population, as the user satisfaction.
total sampling technique was used.
The citizen support variable has a positive and significant effect on user satisfaction.
Tabel 1.
Operational Variable Variable Indicator Website Structure Ease of Use Memorable URL (Papadomichelaki & Mentzas.
Customized search function Site map Ability to customize and personalize information Trust (Papadomichelaki & Mentzas.
Functionality Of The Interaction Environment (Papadomichelaki & Mentzas.
Reliability (Papadomichelaki & Mentzas.
Content & Appearance of Information (Papadomichelaki & Mentzas.
Support (Papadomichelaki & Mentzas.
Maintain confidentiality Access control Not sharing personal information with others Use of personal data Adequate response format Automatic calculation of forms Presence of online help in the form Reuse of public information Internet access should be affordable for the general public Ability to perform promised services accurately Timely delivery of services Speed of loading/transaction Browser system compatibility Images should be in color, graphics, animation, and web page Accuracy and conciseness of data and information Information and issues are updated regularly Information should be clear and understandable Completeness of data and information All links should work Online forms are concise and easy to complete Guidelines are user friendly Problem solving Questions are answered adequately Employee knowledge and courtesy Employees who convey trust and confidence in the service Frequently asked questions Issues and news discussion platform e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609
RESULTS AND DISCUSSION
Respondent Profile Category Age Gender ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 The following is a descriptive profile of the respondents of this study.
From a total of 100 respondents it can be seen:
Table 2.
Respondents' Descriptive Profiles Description Percentage <20 >50 Man Woman Source: Processed data .
Test the validity and reliability of research Based on table 3 it can be seen that all corrected item total correlation statements have a greater value of 0.
So it can be said that all statements are valid.
e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 Table 3.
Validity Test
Corrected Item-Total Correlation Ease of Use KMP1
KMP2
KMP3
KMP4
KMP5
Trust
KPY1
KPY2
KPY3
KPY4
Form Functions and Interactions FIF1
FIF2
FIF3
FIF4
Reliability KDL1
KDL2
KDL3
KDL4
KDL5
Contents and Information Display
ITI1
ITI2
ITI3
ITI4
ITI5
ITI6
ITI7
Supporters PND1
PND2
PND3
PND4
PND5
PND6
PND7
Sig.
-taile.
,714 ,803 ,813 ,651 ,691 ,000 ,000 ,000 ,000 ,000
,931
,634
,931
,819
,000
,000
,000
,000
,931
,634
,931
,819
,000
,000
,000
,000
,714
,803
,813
,651
,691
,000
,000
,000
,000
,000
,569
,445
,625
,636
,595
,636
,677
,000
,000
,000
,000
,000
,000
,000
,569
,445
,625
,636
,595
,636
,677
Source: Processed data .
,000 ,000 ,000 ,000 ,000 ,000 ,000 The reliability test is used to see the used are reliable and meet the requirements to consistency of the variables used in the research.
proceed to the next stage.
And the variable must have an alpha crobanch value > 0.
It can be seen that all the variables Table 4.
Reliability Test Variable Cronbach Alpha Information E-GovQual Reliable Customer satisfaction Reliable Source: Processed data .
relationship with E-Government Quality (EDescriptive Research Variables Based on the results of the questionnaire GovQua.
Respondents answered as in the given to respondents with each indication of the following table:
e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 Variable Ease of Use Table 5.
Ease of Use Indicator Total score Website Structure URLs easy to remember Customized search function Sitemap Ability to customize and Personalize information Source: Processed data .
Respondents answering the Ease of Use variable can be shown in Table 5, an average of ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 Total 77% of the percentage value of ease of use is classified in the "good" category.
Table 6.
Trust Variable Indicator Total score Trust Keeping secrecy Access control Do not share personal information with others 393 Use of personal data Source: Processed data .
Respondents answering the Trust variable can be shown in Table 6, an average of 78% of the Average Total Average 79% 78% percentage value of trust is classified in the "good" Table 7.
Form Functions and Interactions Variable Indicator Total score Form Functions and Interactions Adequate response format Automatic calculation of forms 374 There is online help in forms Community information reuse 394 Source: Processed data .
Respondents answering the variable Function and Form Interaction can be shown in Table 7, an average of 78% of the percentage value Variable Reliability of form function and interaction is classified in the "good" category.
Table 8.
Reliability Indicator Total score Internet access must be affordable for the general public Ability to perform the promised service accurately Service delivery on time Speed in loading/transaction Browser system compatibility Source: Processed data .
Respondents answering the Ease of Use variable can be shown in Table 8, an average of Total Average 79% 78% Total Average 77% of the percentage value of ease of use is classified in the "good" category.
e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 Table 9.
Contents and Information Display Variable Indicator Contents and Information Display Images must be in color.
Graphics.
Animation, and Web page size Accuracy and conciseness of data and Information and issues are updated regularly Information must be clear and understandable Completeness of data and information All links should work Online forms are concise and easy to complete Source: Processed data .
Variable Content and Display of Information Respondents answered that the content and display of information can be shown in Table Total Total Average 9, the average percentage of which is 77% is in the "good" category.
Table 10.
Support Variable Indicator Supporters User friendly guide Solution to problem Questions answered adequately Knowledge and courtesy of employees Employees who convey trust and confidence in the service Frequently asked questions platformsdiscussion of issues and news Source: Processed data .
Supporting Variable Respondents answering support can be shown in Table 10, the Total score Total Average 82% 77% average percentage of 77% is in the "good" Partial Least Square (SEM) Reliability Ease of Use Contents and Information Display Trust Form Functions and Interactions Supporters Figure 2.
Partial Least Square (SEM) Indicator Reliability Indicator Reliability used to test the consistency of the indicators used in the study.
Have a minimum requirement of 0.
can be seen all the variables used to qualify to proceed to the next stage.
e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 Variables Ease of Use Trust Form Functions and Interactions Reliability Contents and Information Display Supporters Table 11.
Indicator Reliability Indicators KMP1
KMP2
KMP3
KMP4
KMP5
KPY1
KPY2
KPY3
KPY4
FIF1
FIF2
FIF3
FIF4
KDL1
KDL2
KDL3
KDL4
KDL5
ITI1
ITI2
ITI3
ITI4
ITI5
ITI6
ITI7
PND1
PND2
PND3
PND4
PND5
PND6
PND7
Source: Processed data .
Internal Consistency Reliability Internal Consistency Reliability is used to measure the consistency of the variables used in the study and has provided a composite reliability Reliability It can be seen that all variables meet the requirements, so that the research can proceed to the next stage.
Table 12.
Internal Reliability Variables Composite Reliability Ease of Use Trust Form Functions and Interactions Reliability Contents and Information Display Supporters Source: Processed data .
Convergent Validity Convergent Validity is used to measure the accuracy of the variables used in the study, having ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 Description the required AVE value above 0.
It can be seen that all the variables used are valid and can be continued to the next stage.
e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 Variables Ease of Use Trust Form Functions and Interactions Reliability Contents and Information Display Supporters Table 13.
Convergent Validity AVE Source: Processed data .
Rated R-Square and Q-Square It can be seen that the percentage of influence of Ease of Use.
Trust.
Form Function and Interaction.
Variables User Satisfaction Ease of Use Trust Form Functions and Interactions Reliability Contents and Information Display Supporters Description Valid Valid Valid Valid Valid Valid Reliability.
Information Content and Display, and Support on User Satisfaction is 94.
Table 14.
R-square RAesquare Source: Processed data .
Values Q2 = 1 - .
- 0.
= 1-0.
= 0.
The Q-Square value is used to see the PLS model used in the study.
It can be seen that the goodness of fit of the model used is 94.
It can be concluded that the model used is very good.
Variables Ease of Use -> User Satisfaction Trust -> User Satisfaction Form Functions and Interaction -> User Satisfaction Reliability -> User Satisfaction Content and Information Display > User Satisfaction Support -> User Satisfaction ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 Hypothesis test Rule of thumbs that support the research hypothesis are: .
if the coefficient or direction of the variable relationship .
ndicated by the value of the original sampl.
is in accordance with the hypothesis, and .
if the t-value statistic is more 64 .
wo-tile.
ne-tile.
and the probability value .
-valu.
is less than 0.
05 or 5%.
Table 15.
Hypothesis Testing Results Path Coefficient Description Source : Data Processed .
R2 (R squar.
944 with an Adjusted R square of 0.
939 or 93.
90%, meaning that the influence of other variables besides Ease of Use.
Trust.
Form Function and Interaction.
Reliability.
Content and Information Display, and Support is 0.
The results of this study confirm the findings of the conceptual model research conducted by (Papadomichelaki & Mentzas, 2.
The objective of this study was to identify the factors that influence user satisfaction with EGovernment Quality.
All three factors examined in this study were found to have a significant impact on user satisfaction with E-Government Quality.
The model used in the study demonstrated a high level of explanatory power, reaching 94.
This indicates that the three factors play a substantial role in explaining local government eGovQual.
e-Jurnal Apresiasi Ekonomi Volume 11.
Nomor 3.
September 2023: 598-609 These findings contribute significantly to the improvement of local government E-Government Quality measurement.
The results can serve as a guide for other local governments in their efforts to enhance user satisfaction through eGovQual One limitation of this study lies in the EGovernment Quality variable, which was measured quantitatively and objectively.
Future research could incorporate qualitative and subjective measurements, such as using LAKIP scores or assessing the quality of local government performance measurement reports.
Another limitation is related to the study's population, which was limited to local governments in the West Java province.
To obtain more generalizable results, it is recommended to expand the population to include other regions.
Moreover, considering the contextual factors, including the ongoing Covid-19 pandemic since early 2020, might yield different results.
Including variables based on contingency theory, agency theory, and dynamic capability theory could provide a more comprehensive understanding of the influencing factors and outcomes.
Furthermore, the practical implications of this study highlight the importance of the factors of ease of use, trust, form function and interaction, reliability, information content and display, and support for improving local government EGovernment Quality in Indonesia.
Empirically, this research demonstrates that without these six factors, it will be challenging to enhance local government E-Government Quality.
CONCLUSION
The measurement of local government eGovQual in Indonesia requires further Based on behavioral theory, this study confirms that local government EGovernment Quality in the West Java province is influenced by ease of use, trust, form function and interaction, reliability, information content and display, and support.
These six factors significantly impact the quality of local government performance measurement.
Therefore, to enhance the quality of performance measurement .
ia LAKIP), local governments should enhance the technical knowledge of their personnel, ensure strong and genuine leadership commitment, and provide adequate resource support, including human, financial, and time resources.
Future research should aim for broader generalizability by expanding the geographical scope of the study.
Additionally, combining subjective and objective measurement scales using ISSN Cetak : 2337-3997 ISSN Online : 2613-9774 LAKIP scores or eGovQual measurement results can provide a more comprehensive assessment.
Furthermore, the development of the variables examined can be expanded by incorporating other theories such as contingency theory, agency theory, and dynamic capabilities.
This will contribute to a more comprehensive understanding of the subject matter in terms of content and BIBLIOGRAPHY