PENGARUH KUALITAS PELAYANAN WEBSITE DJP TERHADAP KEPUASAN PENGGUNA DENGAN MODIFIKASI E GOVQUAL

Dessanti Putri Sekti Ari, Latifah Hanum

Abstract


One of the DGT e-government is the DGT website.. The DGT website contains the latest information on taxes , announcements, tax applications,  the latest laws and regulations, press releases, DGT activities, customer service, and information about the DGT organizational structure. The existence of the website is expected to facilitate communication between taxpayers and the tax authorities as well as a means of facilitating the public to get the latest information related to taxation in Indonesia. However, some people still complain about this website service, one of which is that the website is still difficult to access. This complaint can potentially reduce user satisfaction. Therefore, this study aims to determine the effect of service quality on user satisfaction of the DGT website with e govqual modification. The dimensions used to measure this service's quality are efficiency, trust, reliability, citizen support, and system quality. Students are one of the DGT website users. Therefore, the population in this study were active undergraduate taxation students. The sampling method used was a random sampling system. This study uses an online survey to obtain data. The statistical tool used in this research is the SmartPLS program. This study's results indicate that each of the e govqual dimensions and its significant modification forms the system quality variable. And system quality variables affect user satisfaction.


Keywords


service quality; user satisfaction; e govqual

Full Text:

PDF

References


Al-Hawary, & Al-Menhaly. (2016). The Quality of E-Government Services and its Role on Achieving Beneficiaries Satisfaction. Global Journal of Management and Business Research: Administration and Management, 16(11).

Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking: Impact on customer satisfaction and loyalty. International Journal of Bank Marketing, 29(2), 168–189.

Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785–793.

Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation and Control. Prentice-Hall Inc.

Kotler, P., & Kevin Lane Keller. (2002). Manajemen Pemasaran (13th ed.). Erlangga.

Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 103197.

Lupiyoadi Rambat. (2001). Manajemen Pemasaran Jasa Teori dan Praktik. Salemba Empat.

Nasution M Nur. (2004). Manajemen Data Terpadu. Ghalia Indonesia.

Negash, S., Ryan, T., & Igbaria, M. (2003). Quality and effectiveness in web-based customer support systems. Information & Management, 40(8), 757–768.

Papadomichelaki, X., & Mentzas, G. (2012). e-GovQual: A multiple-item scale for assessing e-government service quality. Government Information Quarterly, 29(1), 98–109.

Parasuraman, A, Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.

Parasuraman, Anantharanthan, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.

Schlæger, J. (2013). E-government in China: Technology, power and local government reform. Routledge.

Sung, Y.-H., Liu, S.-H., Liao, H.-L., & Liu, C.-M. (2009). Service quality between e-government users and administrators. I-WAYS, Digest of Electronic Commerce Policy and Regulation, 32(4), 241–248.

Usmara, A. (2003). Strategi Baru Manajemen. Amara.

Wang, Y.-S., & Liao, Y.-W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25(4), 717–733.

Yamit, Z. (2010). No TitleManajemen Kualitas Produk dan Jasa. Ekonisia.




DOI: https://doi.org/10.21776/ub.profit.2021.015.01.11

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.