TY - JOUR
T1 - Evaluation of e-Service Quality Impacts Customer Satisfaction
T2 - One-Gate Integrated Service Application in Indonesian Weather Agency
AU - Prasetyo, Aji
AU - Irawan, Deny
AU - Sensuse, Dana Indra
AU - Lusa, Sofian
AU - Wibowo, Prasetyo Adi
AU - Yulfitri, Alivia
N1 - Funding Information:
Thanks to the PTSP Team and BMKG Indonesia, who have supported and assisted in this research. The Indonesian Ministry of Communication and Informatics Scholarship funds this study. Also, support from the Faculty of Computer Science, University of Indonesia.
Publisher Copyright:
© 2023,International Journal of Advanced Computer Science and Applications. All Rights Reserved.
PY - 2023
Y1 - 2023
N2 - 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.
AB - 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.
KW - e-government
KW - e-Service quality
KW - multivariate analysis
KW - one-gate integrated service
KW - Partial Least Square (PLS)
KW - Structural Equation Model (SEM)
UR - http://www.scopus.com/inward/record.url?scp=85147728615&partnerID=8YFLogxK
U2 - 10.14569/IJACSA.2023.0140116
DO - 10.14569/IJACSA.2023.0140116
M3 - Article
AN - SCOPUS:85147728615
SN - 2158-107X
VL - 14
SP - 145
EP - 152
JO - International Journal of Advanced Computer Science and Applications
JF - International Journal of Advanced Computer Science and Applications
IS - 1
ER -