Is E-Government Service Quality (e-GovQual) Model Still Relevant? A Study in the context of Indonesian Government

摘要

Sumatera Barat Province has been implementing e-Government to improve the quality of public service. The needs of citizens on e-Services increase nowadays. One of the strategies to improve the quality of service is conducting the measurement of the public service. E-GovQual model was used to evaluate the service quality in the context of e-Government. This study aims to analyze the relevant model to use in the Indonesian government context, especially for Sumatera Barat Province. The method used was survey based on an e-GovQual questionnaire. Data gathered from 247 respondents were analyzed quantitatively using factor analysis. The result shows that the e-GovQual model is valid with the satisfactory result. e-GovQual model is relevant for the Indonesian government context.