Email this article Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Pengguna Layanan Hak Tanggungan Elektronik (HT-el)
(1) Universitas Sriwijaya
(2) Universitas Sriwijaya
(3) Universitas Sriwijaya
Abstract
This study aims to determine the effect of service quality and product quality on user satisfaction of electronic mortgage service (HT-el) users at the Land Office of Ogan Komering Ulu Regency. In order to approach this problem, Kotler and Keller's theoretical reference is used, where customer satisfaction is a comparison of service quality and product quality which is expected by customers with what they receive. Meanwhile, the operational theory uses the E-GovQual model by Papadomichelaki and Mentzas, and the product quality model by Kotler and Armstrong. The data were collected through the distribution of questionnaires and analyzed quantitatively. This study concludes that service quality affects the satisfaction of HT-el service users by 48.7 percent, product quality affects the satisfaction of HT-el service users by 63.3 percent, henceforth service quality and product quality simultaneously have a positive and significant effect of 66.1 percent. For this reason, it is necessary to improve the quality of electronic mortgage (HT-el) services, especially on the support capacity (citizen support) involving HT-el implementers. It is recommended to the Land Office to enforce some activities which are related with improving the technical skills and developing the character of HT-el implementers, that is employees of the Land Office of Ogan Komering Ulu.
Keywords
Full Text:
PDFReferences
Andalusi, R. (2018). Pengaruh Kualitas Pelayanan, Harga dan Kualitas Produk Terhadap Kepuasan Pelanggan Instrumen Penunjang Laboratorium (Studi kasus Pada PT Laborindo Sarana Jakarta). Jurnal Madani, 1(2), 305–322.
Carlos Pinho, J., & Macedo, I. M. (2008). Examining the antecedents and consequences of online satisfaction within the public sector: The case of taxation services. Transforming Government: People, Process and Policy, 2(3), 177–193. https://doi.org/10.1108/17506160810902185
Cresswell, J. W. (2016). Research Design: Pendekatan Metode Kualitatif, Kuantitatif, dan Campuran (4th ed.). Yogyakarta: Pustaka Pelajar.
Hu, G., Pan, W., Lin, H., Kang, K., & Best, M. L. (2013). Study on the Framework of e-Government Services Capability : An Empirical Investigation. Social Science Computer Review, 00(0), 1–18. https://doi.org/10.1177/0894439313501614
Indrajit, R. E. (2016). Konsep dan Strategi Electronic Government.
Karim, N., Rohayati, W., & Hendriyaldi. (2020). Analisis Kepuasan Masyarakat Terhadap Pelayanan Melalui. PUBLIKA: Jurnal Ilmu Administrasi Publik, 6(2), 135–150. https://doi.org/10.25299/jiap.2020.vol6(2).5964
Karina, Y. T., & Andhy, K. W. (2018). Evaluasi Kualitas Layanan Website SIMANTA PKN Universitas Muhammadiyah Malang Dengan Pendekatan WebQual 4.0 dan Analisis IPA. Teknika: Engineering and Sains Journal, 2(1), 11–16.
Kotler, P., & Armstrong, G. (2008). Prinsip-prinsip Pemasaran (12th ed.). Jakarta: Erlangga.
Kotler, P., & Keller, K. L. (2016). Marketing Management. London: Pearson Education Limited.
Papadomichelaki, X., & Mentzas, G. (2016). Analysing e-government service quality in. Electronic Government: An International Journal, 8(4), 290–308. https://doi.org/10.1504/EG.2011.042808
Purwidyasari, A., & Syafruddin, M. (2017). Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Pengguna Layanan E-Government Studi Kasus Pada Modul Penerimaan Negara Generasi 2. Diponegoro Journal of Accounting, 6(4), 23–31.
Saputri, S. D., Mursito, B., & Istiatin. (2021). Product Quality, Promotion, and Service to Customer Satisfaction Telkomsel Internet Data Card At Wonogiri. International Journal of Economics, Business and Accounting Research (IJEBAR), 5(2), 2013–2015.
Sitanggang, J. M., Sinulingga, S., & Fachruddin, K. A. (2019). Analysis Of The Effect Of Product Quality On Customer Satisfaction And Customer Loyalty Of Indihome ATPT Telkom Regional 1 Sumatera, Medan, North Sumatra, Indonesia. American International Journal of Business Management (AIJBM, 2(3), 26–37.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757-899X/131/1/012012
Welch, E. W., Hinnant, C. C., & Moon, M. J. (2005). Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory, 15(3), 371–391. https://doi.org/10.1093/jopart/mui021
Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik.
Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggaraan Pelayanan Publik.
Peraturan Menteri Negara Agraria Nomor 5 Tahun 2020 tentang Pelayanan Hak Tanggungan Terintegrasi Secara Elektronik.
Surat Edaran Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 20 Tahun 2021 tentang Implementasi Core Values dan Employer Branding Aparatur Sipil Negara.
DOI: https://doi.org/10.34007/jehss.v5i1.1161
Refbacks
- There are currently no refbacks.
Copyright (c) 2022 Journal of Education, Humaniora and Social Sciences (JEHSS)
This work is licensed under a Creative Commons Attribution 4.0 International License.
Journal of Education, Humaniora and Social Sciences (JEHSS)
This work is licensed under a Creative Commons Attribution 4.0 International Public License