Kepuasan Masyarakat Terhadap E-Gov Performance Dengan Metode Kano (Studi Pada E-Gov Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang)

Abstract

Abstract: Public Satisfaction on E-Gov Performance (A Study of E-Gov at Integrated Permit Service Agency (BP2T) of Malang City). The advance of information technology has been dramatic in such that data, information and knowledge are distributed widely into all layers of public in manner of second through internet. Research aims to understand how far public satisfaction is on e-gov service provided by the government of Malang City. Research type is descriptive with quantitative approach. Kano method is used as a method of research. The population of research is the users of e-gov which include 347 IMB, 22 permits for transport deployment, 3 permits of vehicle trajectory, 38 permits for crowd/entertainment, 6 permits for business site, 170 permits for allowed disturbance, 133 permits for permanent billboard, and 262 permits for temporary billboard. A total is 981 permits. Sampling is operated through Slovin Equation. The Slovin produces 91 samples from 981 populations. Based on the result of data analysis, it is concluded that most attributes of e-gov service by BP2T are showing indifferent grade meaning that the service provided by BP2T is not quite significant and not much satisfying the public of Malang City.

Keywords: public satisfaction, electronic government, kano method

Abstrak: Kepuasan Masyarakat terhadap E-Gov Performance (Study pada E-Gov Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang). Kemajuan teknologi informasi terjadi sedemikian cepat sehingga data, informasi dan pengetahuan dapat segera disebarluaskan ke seluruh masyarakat dalam hitungan detik melalui internet. Penelitian ini bertujuan untuk mengetahui sejauh mana kepuasan masyarakat terhadap pelayanan e-gov pemerintah Kota Malang. Jenis penelitian ini deskriptif kuantitatif. Metode yang digunakan adalah Metode Kano. Populasi penelitian meliputi: 347 IMB, 22 ijin usaha angkutan, 3 ijin trayek, 38 ijin kegiatan yang berdampak pada keramaian umum/tontonan, 6 ijin tempat usaha (TU), 170 ijin gangguan (IG), 133 ijin reklame permanen dan 262 ijin reklame sementara. Total keseluruhan 981 ijin. Sampel ditentukan dengan rumus Slovin. Setelah menggunakan Slovin terdapat 91 sampel dari total 981 populasi. Berdasarkan hasil analisis data dan pembahasan, pelayanan e-gov BP2T sebagian besar atribut menunjukkan grade Indefferent yang berarti pelayanan BP2T tidak terlalu signifikan bagi masyarakat Kota Malang.

Kata kunci: kepuasan publik, electronic government, metode kano