Analisis Kualitas Pelayanan Penggunaan Aplikasi Sitakon Kementerian Perhubungan dengan Metode E-Service Quality
DOI:
https://doi.org/10.22441/pasti.2023.v17i2.003Keywords:
SITAKON Application, Service Quality, e-Service Quality Method, Cartesian DiagramAbstract
Sejak tahun 2020, Aplikasi SITAKON Kementerian Perhubungan hanya memiliki total penggunaan sebanyak 24 konsultasi. Sementara menurut Auditor, dalam setahun Auditi dapat berkonsultasi melalui aplikasi WhatsApp minimal 200 konsultasi. Hal ini menunjukkan pemanfaatan aplikasi ini rendah, yaitu hanya sekitar 6% dari total konsultasi yang dilakukan Auditi dalam 2 tahun sejak aplikasi ini diluncurkan. Oleh karena itu, perlu dilakukan penilaian terhadap kualitas pelayanan penggunaannya dan mencari strategi agar kualitas pelayanannya meningkat. Metode e-Service Quality digunakan untuk menilai kualitas pelayanan yang kemudian hasilnya dianalisa menggunakan Diagram Kartesius. Data diperoleh dengan menyebarkan kuesioner kepada 80 Auditi. Hasil penelitian menunjukkan bahwa kualitas pelayanan penggunaan Aplikasi SITAKON masih dinilai kurang baik karena hanya 18,75% indikator bernilai gap positif, dan strategi yang perlu dilakukan adalah memperbaiki sistem aplikasi agar tidak lagi mengalami macet.
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