Integration of Webqual Method to Importance Performance Analysis and Kano Model to Analyze System Quality of E-Government: Case Study LAPOR!
The management of public complaints in many institutions in Indonesia has not been managed effectively and integrated. Each institution works partially and not coordinated well. This causes duplication of handling complaint, or worse is a complaint possibly not handled by any of institution, due to the reason that the complaint is not their authority. For this reason, the Government of the Republic of Indonesia established a S4N-LAPOR!. Meanwhile, there are still some deficiencies in LAPOR. This research purpose is to analyze/evaluate LAPOR using an integration of Webqual method to Importance Performance Analysis (IPA) and Kano model. This research is only carried out by analyzing web-based LAPOR services. The questionnaires are distributed to 159 respondents. The webqual method is used to determine the dimension and attributes, while the IPA and Kano model is conducted for data analysis. The integration from the results of both data analysis shows that there are 14-attributes out of 23 that need to be the priority for LAPOR improvements.
Barnes, S.J., & Vidgin, R.T. 2002. “Assessing The Quality of Auction Web Sites”. Proceedings of the Hawaii International Conference on System Sciences, Maui, HI.
Candra, I. 2012. “Evaluasi Kualitas Website Pemerintah Daerah Dengan Menggunakan WebQual (Studi Kasus Pada Kabupaten Ogan Ilir)”, Jurnal Sistem Informasi (JSI), 4(2).
Martilla, J. A., & James, J. C. 1977. “Importance-performance analysis”, Journal of Marketing, 10(1), 13–22.
Brandt, D.R. 2000. “An “Outside-In” Approach to Determining Customer-Driven Priorities for improvement and Innovation”, White Paper Series, Volume 2-2000, http://www.burke.com/whitepapers/Burke%20Overview%20v1%20pdf.pdf
Hugo, N. C., & Lacher, R. G. 2014. “Understanding the role of culture and heritage in community festivals: An importance-performance analysis”, Journal of Extension, 52(5) Article 5RIB4, http://www.joe.org/joe/2014october/rb4.php
CQM 1993. “A special issue on Kano’s methods for understanding customer-defined quality”, Center for Quality Management Journal, 2, 3-35.
Copyright (c) 2020 Jurnal Sistem Informasi (Journal of Information System)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).