IJID International Journal on Informatics for Development, e-ISSN :2549-7448

Vol. 8, No. 2, 2019, Pp. 55-61

Evaluation of e-Government Service Quality

Using e-GovQual Dimensions
Case Study Regional Office Ministry of Law and Human Rights DIY

Taufiq Effendy Wijatmoko1, Maria Ulfah Siregar2

Informatics Department, Graduate Program
Faculty of Science and Technology
UIN Sunan Kalijaga Yogyakarta1,2
Ministry of Law and Human Rights DIY1
taufiq.ew@gmail.com1, maria.siregar@uin-suka.ac.id1

Article History
Received January 31st, 2020
Revised February 1st, 2020
Accepted February 25th, 2020

Abstract—Regional Office of the Ministry of Law and Human Rights DIY organizes a variety of public services using
information technology, including correctional services, immigration services, general legal administration services,
intellectual property services, communication services, data and information services, and other administrative services.
None of these services can be separated from the role of information technology to provide services that are fast, cheap,
effective and reliable to the public. This study was conducted to assess the quality Ministry of Law and Human Rights DIY
e-Government service using e-GovQual dimensional framework as a best practice. This study includes quantitative research
involving a number of respondents for the survey. Research questions are based on the dimensions of e-Govqual and
represent the attributes of each dimension of e-GovQual to assess the quality of Ministry of Law and Human Rights DIY
e-Government service. The question must pass the validation test using Cronbach’s α. The processing of data using
confirmatory factor analysis to obtain the main factors that affect each of the dimensions of e-GovQual. The Importance
Performance Analysis (IPA) method helps e-GovQual to measure the level of importance and level of performance of each
e-GovQual attribute by classifying it in the Cartesian quadrants, which can help ensure the quality of e-Government
services according to the needs and expectations of citizens as service user. Values in IPA (concentrating here, keeping up
the good work, low priority, and possible overkill) will be the value of quality e-Government services. The results of this
study are expected to give priority as a recommendation for Information and Communication Technology to the
development of e-Government services in order to improve service quality.

Keywords-e-Government; e-GovQual; services; IPA

 IJID International Journal on Informatics for Development, e-ISSN :2549-7448
Vol. 8, No. 2, 2019, Pp. 55-61
I. INTRODUCTION This change requires a government that is clean, transparent and
able to respond effectively to the demands of change. The
The level of service quality can be measured by various
government must be able to utilize the potential of Information
methods of measuring service quality. Quality of service places
more emphasis on the word service user, service, quality, and and Communication Technology to improve the ability to
level. Required methods that can be used to measure the level process, manage, distribute and distribute quality information
of service quality. One method for measuring service quality is and services to the public. In turn, all government institutions,
e-Government Quality (e-GovQual)[1]. Before approving e- the public and the business world are able to make optimum use
GovQual, in previous years, the most common quality of of government information and services[3].
service was approved using the Servqual method or service The implementation of the government sector required factors
quality. Servqual developed by Parasuraman in 1988 Support that will be the key success factors (CSF) of e-Government
has the ability to achieve the best grades. Servqual refers to five implementation. These success factors are key areas that must
dimensions of measurement; reliability, responsiveness, be accommodated by government agencies to support the
assurance, tangibles, and empathy. Consumer ratings are successful implementation of e-Government and one of the key
conceptualized as what consumers expect from services and the success factors (CSF) that has been successfully formulated is
value consumers give for services that are actually received[2]. quality service[3]. Therefore, the quality of services provided
Stuart Barnes developed the Webqual method in 2000. Webqual by the government (e-Government service quality) through e-
is one of the quality measurement methods shown to measure Government becomes important to be considered and
website quality. Webqual measurement technique is done based continuously improved where fast and transparent services are
on the perception of the end user. Webqual is a further expected to reduce processing time and costs. Quality public
development of the Servqual method.[2] Websqual is used to services are part of good governance[3].
measure internal websites such as; integrated service center, Several studies have conducted about e-service quality
human resource services, etc. measurement and analysis activities such as research that
Slightly different from Webqual or Servqual, e-GovQual is measures the quality of Ogan Ilir District Government website
more devoted to measuring the quality of government-based based on the user's perspective. The study uses the Webqual
electronic services or e-Government. e-GovQual is a service (Web Quality) method to find out what factors contribute to the
quality measurement concept in terms of electronic services that quality of the website. The results showed that the dimensions
focus on government sites or portals[1]. Papadomichelaki in his of Webqual namely information quality, service interaction
discovery divides the e-GovQual measurement scale into four quality and usability had a significant and positive effect on
dimensions, namely; efficiency, trust, reliability, and citizen website quality[4]. Another research to assess the quality of e-
support. Researchers to measure service quality will use these Government services using the e-GovQual dimension at the
dimensions in the e-GovQual method by using the attributes Ministry of Communication and Information. The e-GovQual
that exist in the four dimensions of e-GovQual as measurement instrument is modified and adapted to organizational conditions
variables in research. When the value of each e-GovQual so that it represents e-Government in the Ministry of
attribute has been found, a method is needed to measure the Communication and Information. In this study, the
importance and performance level of each attribute. Importance Confirmatory Factor Analysis approach is used to obtain the
Performance Analysis (IPA) is a data analysis method that is most dominant factors in the results of website quality
expected to find out the quality of e-Government services at the assessment through Communalities values. The results showed
Ministry of Law and Human Rights DIY. The Importance that all of the indicator variables measured were evidently not
Performance Analysis approach is depicted in a Cartesian entirely satisfying or meeting public expectations.
diagram consisting of the X-axis representing the level of Recommendations are given on several dimensions to improve
performance and the Y-axis representing the level of the quality of e-Government implementation in the Ministry of
importance. With the help of Importance Performance Analysis Communication and Information[5].
(IPA), it can be found how the value of these attributes, whether The Ministry of Law and Human Rights DIY provides public
classified as concentrated here; keep up the good work, low services in the DIY region including correctional services,
priority, or possible overkill. immigration services, general legal administration services,
The increasing need for quality services provided by the intellectual property services, and other office administration
government encourages every government agency to strive to services. None of these services can be separated from the role
meet these needs through a process of transformation towards of information technology to provide services that are fast,
e-Government. Through the e-Government transformation cheap, effective and reliable to the public.
process, government agencies can optimize and utilize the As one of the requirements to get the WBK (Wilayah Bebas dari
advancement of Information and Communication Technology Korupsi) title for the Ministry of Law and Human Rights DIY
(ICT) to provide the widest access to information and services is to increase public satisfaction with services. Based on that
that are public demands. This is also the implication of the rapid background, this study has a purpose to evaluate the quality of
development of ICT and its potential for widespread use in the e-Government in the Ministry of Law and Human Rights DIY
era of globalization. using the e-GovQual approach. The e-GovQual instrument was

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 IJID International Journal on Informatics for Development, e-ISSN :2549-7448
Vol. 8, No. 2, 2019, Pp. 55-61
developed to measure the quality of services provided by the while on the other hand there are attributes that are only
government through websites from a public perspective. appropriate for some attributes suitable for e-Government.
II. METHODOLOGY B. Method of Collected Data
In this study, the data collection method was carried out by
A. Research methodology
conducting a survey in the form of a questionnaire using the
The methodology used in this study has several stages of attributes of the e-GovQual dimension as a research variable. E-
research that are in Figure 1. This research will first conduct a GovQual is a model developed to measure people's perception
literature study on matters related to this research such as, e- of service quality from e-Government websites or portals[3].
Government, Quality of e-Government, and Importance An e-Government website or portal is a place where people can
Performance Analysis. After that, the data collection process get information or services [1]. E-Government Quality (e-
will be carried out using the attributes of the e-GovQual method GovQual) which will be used in this study has 4 dimensional
as in Figure 1. scales that are used as factors for measuring the quality of e-
Government services. Figure 2 shows the 4 dimensions of the
e-GovQual model, namely:
1) Efficiency (EF): the value of the variable is seen from the
level of service convenience. In this dimension, there are
six attributes.
2) Trust (TR): the value of the variable is seen from the level
of consumer confidence in using services. In this
dimension, there are four attributes.
3) Reliability (RE): the value of a variable is seen in terms of
the usability or service capabilities (accessibility,
availability, and accuracy) provided. In this dimension
there are five attributes.
4) Citizen Support (CS): the value of the variable is seen from
how the ability of services can help consumers to solve
their problems. In this dimension there are five attributes.

Figure 1. Research Methodology Workflow

The method used in this study is a survey aimed at the public

municipal government Regional Office of the Ministry of Law
and Human Rights DIY to know public perceptions of the
quality of e-Government services provided. The tool used is a
questionnaire designed based on an e-GovQual approach to
measure perceived quality of e-Government services based on
six dimensions such as efficiency, trust, reliability, citizen
support, content & appearance of information and functionality Figure 2. Dimensions of e-GovQual
of the interaction environment. Thus, it can be obtained whether
the service provided by the government has met citizen need or The e-GovQual scale into 20 pieces of attributes in 4 main scale
expectation. The questionnaire was designed on the e-GovQual dimensions of the measurement of the quality of e-Government
framework consisting of four dimensions and 20 indicators. services as in Table 1. These attributes are used as variables in
this research questionnaire.
E-GovQual is a framework developed to measure public
perceptions of the quality of services from websites or e-
Government portals[1]. We use e-GovQual because this
framework can compare between user expectations and
performance very well. E-Government portal is a media where
people could obtain information or services needed. The e-
GovQual model surveys a large number of literature related to
website quality and e-service quality. The study found several
service quality attributes might be applicable for e-Government

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 IJID International Journal on Informatics for Development, e-ISSN :2549-7448
Vol. 8, No. 2, 2019, Pp. 55-61
TABLE I. ATRIBUT IN THE E-GOVQUAL DIMENSION the priority scale to each quadrant according to the perspective
No Item of interest and performance produced[3]. After that, it can
1 e-Government site address is easy to remember (EF1)
determine recommendations for priority attributes. The results
2
of the IPA analysis by calculating the average value (mean) of
The information displayed is update (EF2)
each attribute in each dimension of e-GovQual. GAP analysis
3 This e-government site's sitemap is well organized (EF3)
between service performance and interests shows in general the
4 This e-Government site’s structure is easy to follow (EF4) actual service performance[3].
5 This e-government site's search engine is effective (EF5) The IPA approach is depicted in a Cartesian diagram consisting
6 The information displayed is appropriate detailed (EF6) of the X-axis representing the level of performance and the Y-
7 Data provided by users are archived securely (TR1) axis representing the level of importance.
8 Acquisition of username and password is secure (TR2) In Figure 3 there are four quadrants, namely:
9 Data provided are used only for the reason submitted(TR3) 1) Concentrate here (quadrant A): This quadrant shows
10 Maintain the confidentiality of the use of personal data (TR4) aspects or attributes that are considered to affect customer
11 This site is available and accessible whenever you need it (RE1) satisfaction including service elements that are considered
12 This e-Government site provides services in time (RE2) very important, but have not been implemented according
13 e-Government site’s pages are downloaded quickly enough (RE3)
to customer expectations. As a result the service is
14
disappointing or the customer is not satisfied. Services in
This site works properly with your default browser (RE4)
this quadrant are the organization's top priority for
15 The ability to perform promised services accurately (RE5)
improvement.
16 Employees showed a sincere interest in solving problem (CS1)
2) Keep up the good work (quadrant B): This quadrant
17 Employees have the knowledge to answer users' questions (CS2) indicates that the service has been successfully provided by
18 Employees give prompt replies to users inquiries (CS3) the organization and is considered to have satisfied the
19 Employees can convey trust and confidence (CS4) customer or met customer expectations. Service in this
20 There is contact information (CS5) quadrant is considered important by the customer so that
quality must be maintained.
Based on Table 1 above, there are 20 variables or attributes of 3) Low priority (quadrant C): The government is considered
quality assessment of e-Government services that will be used low in providing services, but service users do not consider
in this study. The attributes are the key that will be used to the features of the service to be very important. So the
assess the extent to which users of public services feel e- expectation value is low and the performance value is also
Government service quality. In other words, this research will low. This means that there are attributes that are lacking but
find out how far the level of satisfaction of service users with e- do not need more attention,
Government services, and how is the compatibility between the 4) Possible overkill (quadrant D): This quadrant shows
performances of e-Government services with the level of aspects that affect customers are less important but in
interest of citizens in using e-Government services. excessive implementation. The resources used need to be
C. IPA Approach transferred to services that are considered more important
The Importance Performance Analysis (IPA) approach is used such as quadrant A and quadrant B[6].
during the data analysis process in this study. Importance
Performance Analysis (IPA) is an easy method applied to
identify which attributes should be improved to add the average
value of community satisfaction as expected[6]. The basis of
science is the level of performance and level of importance.
These two bases will show the level of community satisfaction
with public services carried out at the Ministry of Law and
Human Rights DIY.
To answer the problems in this study, an analysis process is
needed that can assess the level of conformity between the
expectations of service users and the performance of public
services, namely Importance Performance Analysis (IPA)[7].
Questionnaire data that has been collected using the e-GovQual Figure 3. Quadrant in Importance Performance Analysis (IPA)
approach will be analyzed by the IPA method to determine the
quality level of e-Government services based on the perspective III. RESULT
of service users.
The analysis carried out in the IPA is the suitability level Based on the survey conducted, the questionnaire was
analysis, gap level analysis and quadrant analysis by mapping distributed to 90 respondents who used the Ministry of Justice

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 IJID International Journal on Informatics for Development, e-ISSN :2549-7448
Vol. 8, No. 2, 2019, Pp. 55-61
and Human Rights DIY services. Selected respondents meet the TABLE II. VALIDITY TESTING
criteria of people who have used e-Government websites to Variable r
search for information or services. Data collection was carried
Efficiency Dimension
out in December 2019 and January 2020. The data that can be
0.57
processed are only 82 questionnaires where incomplete data e-Government site address is easy to remember (EF1)
4
will not be included in the analysis process. Figures 4-6 show 0.53
statistics about respondents based on gender, age and education The information displayed is update and fresh (EF2)
8
level. 0.68
This e-government site's sitemap is well organized (EF3)
0
Total; This site’s structure is clear and easy to follow (EF4)
0.51
3
Wo… 0.62
Total; This e-government site's search engine is effective (EF5)
1
Me…
M… The information displayed is appropriate detailed (EF6)
0.81
4
Trust Dimension
0.71
Data provided by users are archived securely (TR1)
8
Figure 4. Respondent statistics by gender 0.74
Acquisition of username and password is secure (TR2)
5
0.69
Data provided are used only for the reason submitted(TR3)
Total; Total; Total; 1
0.80
16 to 26 to 36 to Total; Maintain the confidentiality of the use of personal data (TR4)
0

25 ;… 35; 29 45 ;… 46 to Reliability Dimension

0.69
55 ;… Site is accessible whenever you need it (RE1)
2
0.60
This e-Government site provides services in time (RE2)
9
0.73
Pages are downloaded quickly enough (RE3)
1
0.64
This site works properly with your default browser (RE4)
Figure 5. Respondent statistics by age 7
0.77
The ability to perform promised services accurately (RE5)
8
Series Series Citizen Support Dimension
Series 1; 1; Employees showed a sincere interest in solving problem (CS1)
0.75
Series 7
1; Bac… Gra… 0.81
Hig… 1; Employees have knowledge to answer users' questions (CS2)
5
0.81
Ass… Employees give prompt replies to users inquiries (CS3)
6
0.70
Employees can convey trust and confidence (CS4)
7
0.70
There is contact information (CS5)
3
Figure 6. Respondent statistics by education level
The results of the instrument validity and reliability test for 82
Before the results of the questionnaire data are processed and
analyzed, the validity and reliability of the questionnaire will be respondents where r count (corrected item-total correlation)
tested first. The instrument is said to be valid and reliable if the must be greater than r table (r count > r table) and r table for 82
instrument can measure data accurately and the measurement respondents is 0.215. From table 2, it can be seen that in the
results are consistent if it is repeated. An instrument is said to Corrected Item-Total Correlation column, each variable value
be good if it is valid and reliable. Validity consists of content is more than 0.215. Thus, it can be said that all questionnaire
validity, construct, empirical. Criteria for a valid or invalid item variables are said to be valid because they meet the minimum
are based on r-table and r-count values. The results of the requirements (> 0.215). Cronbach Alpha used a combined item
validity and reliability tests can be presented in Table 2 and consistency reliability for dichotomous item scores and
Table 3 as follows: successive item political scores. In addition, the results of
reliability testing using Cronbach Alpha (> 0.6) per dimension
and all dimensions are as follows:

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 IJID International Journal on Informatics for Development, e-ISSN :2549-7448
Vol. 8, No. 2, 2019, Pp. 55-61
TABLE III. RELIABILITY TESTING 1) Quadrant A (Concentrate here): Quadrant A are the main
Cronbach's Amount of priority factors for improving the quality of e-Government
Dimension services based on public perspectives because these factors
Alpha Variables
Efficiency 0.838 6 are considered important by the public but their
Trust 0.896 4 performance is still felt to be less or not meeting
Reliability 0.842 5
expectations. The attributes contained in quadrant A,
namely:
Citizen Support 0.884 5
a) Employees give prompt replies to users inquiries
Seeing the results of the validity tests in Table 2 and the b) Maintain the confidentiality of the use of personal data
reliability tests in Table 3, the results of the questionnaire can c) The information displayed is appropriate detailed
be continued in the Importance Performance Analysis process. 2) Quadrant B (Keep up the good work): The attributes
As mentioned previously, the data from the questionnaire using contained in quadrant B, namely:
the e-GovQual approach will be analyzed with the help of IPA a) e-Government site address is easy to remember
(Importance-Performance Analysis) to determine the quality of b) The information displayed is update and fresh
e-Government services of the Ministry of Law and Human c) This site’s structure is clear and easy to follow
Rights DIY based on the perspective of the user or the public. d) This site is accessible whenever you need it
Furthermore, what is the level of conformity between perceived e) Pages are downloaded quickly enough
performance and actual public expectations of e-Government f) This site works properly with your default browser
services. The results of the IPA analysis are done by calculating g) Employees showed a interest in solving problem
the average value (mean) of each item measured related to h) There is contact information
service quality that can be presented in Figure 4. Based on 3) Quadrant C (Low priority): The attributes contained in
Figure 4 it can be seen that in general for each measurement quadrant C, namely:
item, the gap between performance and expectations has a a) Data provided by users are archived securely
negative value with a range between -0.049 to 0.000. This
means that the quality of e-Government services perceived b) Data provided are used only for the reason submitted
(perception) of respondents can be said to have not met what c) Employees have the knowledge to answer questions
was expected by the public. d) The ability to perform promised services accurately
After obtaining the value of performance and interests in each e) Employees can convey trust and confidence
attribute, it is necessary to do the process of mapping the results 4) Quadrant D (Possible overkill): Quadrant D are factors of
into the perspective of performance and interests according to public service that are considered less important by the
its quadrant with the Importance Performance Analysis (IPA), public but are in fact given too much by the government.
so that the results obtained as in Figure 7. Thus, this causes services to be inefficient because the
available resources are focused on improving the
performance of public services. The attributes contained in
quadrant D, namely:
a) This e-government site's sitemap is well organized
b) This e-government site's search engine is effective
c) Acquisition of username and password is secure
d) This site provides services in time
Based on the mapping of the quality factors of e-Government
services above, it can help the government especially the
Regional Office of the Ministry of Law and Human Rights DIY
to make improvements based on priority scale especially the
factors of service quality that are still weak but are considered
important by the public. Recommendations for improvement
will be given to the attributes that are in quadrant A, so the
attributes that need to be improved include:
1) Quadrant A Recommendation (Concentrate Here)
a) Employees give prompt replies to users inquiries
Figure 7. Calculation Results with IPA Method b) Maintain the confidentiality of the use of personal data
c) The information displayed in this e-Government site is
With the IPA analysis as shown in Figure 4, it can be explained appropriate detailed
which service factors need to be improved as follows:

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 IJID International Journal on Informatics for Development, e-ISSN :2549-7448
Vol. 8, No. 2, 2019, Pp. 55-61
Based on the results of this study, the Ministry of Law and priority for improvement. These factors are related to non-
Human Rights DIY generally meeting user expectations about technological factors, namely Employees give prompt replies to
the quality of e-Government services, there are only three users’ inquiries, Maintain the confidentiality of the use of
variables that need to be refined.. The obstacles include the personal data, and the information displayed in this e-
limited number of human resources with the ability of Government site is appropriately detailed. The recommendation
Information Technology both in Regional Offices and at UPT. on the Citizen Support dimension is to increase the knowledge
Information Technology training needs to be held for and skills needed through training and certification for
employees thoroughly so that all are able to support e- employees. The recommendation for the Trust dimension is to
Government programs. use LDAP (Lightweight Directory Access Protocol) for
authentication and user security. While the recommendation for
Some recommendations are given to overcome the existing
the Efficiency dimension is to add the role of the UPT so that
obstacles from the results of research conducted. The
news will be more detailed for each work unit.
recommendation on the Citizen Support dimension is to
increase the knowledge and skills needed through training and Generally can be concluded that the quality e-Government
certification for employees. Some of the training that can be service based on user perspective was good enough and met the
taken are a web designer, web developer, webmaster and editor. citizen needs or expectation according to e-GovQual
The recommendation for the Trust dimension is to use LDAP framework. However, government institutions must continue to
(Lightweight Directory Access Protocol) for authentication and improve the quality of services to the public in order to realize
user security. LDAP is able to secure information on the server good governance.
from illegal access. LDAP also provides data security services REFERENCES
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