Evaluation of Service Quality of Manado City Government Website with E-GovQual Approach to Calculate Importance Performance Analysis

摘要

The rapid advancement of information technology along with its potential for widespread use opens opportunities for accessing, managing and utilizing information in the global era. In accordance with Presidential Regulations No. 3 of 2003, policies and strategies for e-Government development with its applications, mainly Manado City Government Official Website, are crucial within each of its social level adapting in its ever-evolving global changes. Importance Performance Analysis (IPA) method will be used after the questionnaire approach has been done to find the result through mapping the attributes with IPA Cartesians diagram. Based on the results of the analysis of the suitability level, it found a value of <; 100% i.e. 91.94% and the results of the gap level with a comparison difference of -0.09595559. Based upon the IPA quadrant, the result concluded that some quality attributes are needed to be improved. Therefore, the services in Manado City Government Website is at its finest and almost reached the expectations to optimize use of information and communication technology.