Evaluation of e-Service Quality Impacts Customer Satisfaction: One-Gate Integrated Service Application in Indonesian Weather Agency

Abstract

Badan Meteorologi, Klimatologi, dan Geofisika (BMKG) is the weather agency in Indonesia. It has One-Gate Integrated Service Application, also known as Pelayanan Terpadu Satu Pintu (PTSP) BMKG Application, which is a web-based e-commerce concept application. Its goal is to provide users with information and services related to Meteorology, Climatology, and Geophysics (MCG) by using information and communication technology. This is part of Indonesia's move toward e-government. Since January 2020, all MCG service and information activities through PTSP BMKG must be done using the application. With a questionnaire and multivariate analysis, this study aims to determine how the quality of service affects customer satisfaction with the PTSP BMKG application. Scientists use the E-S-Qual scale to prove that it works and is a good measure. The results of this study show that customer satisfaction is affected positively and significantly by efficiency, fulfillment, system availability, and privacy simultaneously. Partially, customer satisfaction with the PTSP BMKG application is affected positively and considerably by how well the application works and how well it meets customers' needs. This has implications for the evaluation that BMKG needs to do.