E-Service Quality Evaluation on E-Government Website: Case Study BPJS Kesehatan Indonesia

A. Rasyid, Ika Alfina

Research output: Contribution to journalConference articlepeer-review

13 Citations (Scopus)


This research intends to develop a model to evaluate the quality of e-services on e-government. The proposed model consists of seven dimensions: web design, reliability, responsiveness, privacy and security, personalization, information, and ease of use. The model is used to measure the quality of the e-registration of BPJS Kesehatan, an Indonesian government health insurance program. The validation and reliability testing show that of the seven dimensions proposed, only four that suitable for the case study. The result shows that the BPJS Kesehatan e-registration service is good in reliability and responsiveness dimensions, while from web design and ease of use dimensions the e-service still needs to be optimized.

Original languageEnglish
Article number012036
JournalJournal of Physics: Conference Series
Issue number1
Publication statusPublished - 27 Mar 2017
Event1st International Conference on Computing and Applied Informatics, ICCAI 2016 - Medan, Indonesia
Duration: 14 Dec 201615 Dec 2016


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