The Effect of Information Quality and Service Quality on User Satisfaction of the Government of Kabupaten Malang

Abstract

Currently, the government has implemented performance digitization through information systems that are published through official channels owned by the government, one of which is the government of Kabupaten Malang. The objective of this research was to assess or gauge the measurement and test variables and indicators that affect the quality of the Kabupaten Malang government website with the link www.malangkab.go.id/mlg The problem is, not many governments have launched applications paying attention to the factors that influence user satisfaction so that the government has not been able to prioritize repairs and optimize website performance to meet constituent needs that continue to grow in the digital era. This research employs a survey to identify the causal elements that impact the factors contributing to user satisfaction on the website. The causal factors include website service quality, information quality, and usability quality in user satisfaction. Respondents used in this study were website operators for regional apparatus in Kabupaten Malang, consisting of 81 respondents who met the requirements. In obtaining valid and reliable data, multiple linear regression and hypothesis testing were carried out. There are 4 multiple linear regressions that are carried out, namely, multicollinearity test, autocorrelation test, heteroscedasticity test, and normality test. The results of the influence of service quality, and information quality on user satisfaction through usability quality are 5 models that have a significant influence, that is Service Quality to Usability Quality, Information Quality to Usability Quality, Service Quality to User Satisfaction, Information Quality to User Satisfaction, and Usability Quality to User Satisfaction.