Webqual and Importance Performance Analysis Method: The Evaluation of Tegal City's Public Service Information System Web Quality

Abstract

According to Indonesian Law no. 14 of 2008 concerning public information disclosure states that every state organizer and public institution is encouraged to conduct public information disclosure. To carry out the transparency, the Tegal City Government has launched a service information system website at http://ppid.tegalkota.go.id as an online media in order to obtain and to provide Tegal City's public information services for the public. The interview result with the website service manager stated that the website has never been assessed against user satisfaction. In fact, the public information system is the image of the local government towards the seriousness of providing facilities for the public to be accessed easily. This study used WebQual 4.0 and Importance Performance Analysis (IPA) methods with 4 (four) instruments, there are usability quality, information quality, quality of service interaction, and visual quality with a total of 24 indicators presented in questionnaires. This type of research is descriptive with a quantitative approach and data is processed using SPSS software. The results of this study state that Tegal City public service information system website is good in general, but there are top priority improvements to be made immediately such as the attributes of providing accurate information and the ease for people to understand the information. The results of this research are expected to contribute positively to the development of Tegal city public service information system website in order to be better and qualified, and also improving competitiveness in realizing good governance.