Citizens' Satisfaction on Service Quality of Mobile Government (Case Study : Wargaku Surabaya Application)

Abstract

This research aims to analyze citizens’ satisfaction on the service quality mobile Government on the WargaKu Surabaya application, using the Mobile Government Service Quality (SQ-mGov) measurement with four indicators, namely connectivity, interactivity, authenticity, and understanding. The research method used was quantitative using SmartPLS version 0.3 software with primary data sources in the form of questionnaires totaling 100 respondents. This research is interesting because it discusses citizens’ satisfaction with the quality of government services using parameters for measuring the quality of mobile government services. The research results show that the connectivity indicator variables and understanding indicators influence citizens’ satisfaction of service quality mobile government on the WargaKu Surabaya application. However, the interactivity and authenticity indicators do not affect citizens’ satisfaction on service quality mobile government on the WargaKu Surabaya application. The practical implications of this research can be used as input for the government to improve the quality of mobile government services on the WargaKu Surabaya application, with the hope that as the service quality mobile Government increases, the citizens’ satisfaction will also improve.