SETIAWAN, ARIS (2020) PERBAIKAN KUALITAS SISTEM INFORMASI PELAKSANAAN ANGGARAN (SIPA) PADA KEMENTRIAN SEKRETARIS NEGARA MENGGUNAKAN INTEGRASI METODE E-S-QUAL, IPA DAN QFD. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Industrial Revolution 4.0 and government policies related to electronic-based government have encouraged the implementation of information and communication technology in government sector. Finance Bureau of Ministry of State Secretariat as a part of government has taken on the role by implementing Budget Execution Information System. However, the low level of user activeness indicate that evaluation is needed. To find out the level of service quality and to design system improvement, the 8 (eight) dimensions of E-S-QUAL is used. The dimensioans of E-S-QUAL are reliability, efficiency, system availability, fulfillment, assurance, privacy, responsiveness and contact. This study uses descriptive quantitative analysis approach by using 85 distributed respondent questionnaires to determine the level of expectation and contentment of the Budget Execution Information System users. The study result shows thet all dimensions of E-S-QUAL have negatif gap values. The large gap is contact and the small gap is system availability. The results of the E-S-Qual analysis, it is continued with the IPA analysis which produces 8 (eight) items as the top priority in quadrant I. The results of the IPA analysis become input for QFD analysis. The results of QFD analysis is obtained 17 technical responses to answer voice of users. The result could help Budget Execution Information System development team to prioritize in designing improvement to enhance Budget Execution Information System service quality. Keywords: E-S-QUAL, Service Quality, Budget Execution Information System (SIPA). Revolusi Industri 4.0 dan kebijakan pemerintah terkait pengembangan pemerintah berbasis elektronik telah mendorong penerapan teknologi informasi dan komunikasi pada sektor pemerintahan. Biro Keuangan, Sekretariat Kementerian Sekretariat Negara sebagai salah satu unit pada pemerintahan telah ikut mengambil peran dengan menerapkan Sistem Informasi Pelaksanaan Anggaran (SIPA). Namun, rendahnya tingkat keaktifan user penggua SIPA mendorong perlunya dilakukan evaluasi kualitas layanan. Untuk mengetahui tingkat kualitas layanan digunakan 8 (delapan) dimesi dari E-S-Qual. Dimensi-dimensi dari E-S-Qual tesebut adalah reliability, efficiency, system availability, fulfillment, assurance, privacy, responsiveness and contact. Penelitian ini menggunakan pendekatan analisis kuantitatif deskriptif dengan pengambilan data memakai kuesioner yang didistribusikan kepada 82 user responden. Hasil penelitian menunjukan bahwa semua dimensi dari E-S-QUAL memperoleh nilai negatif. Dimensi yang memiliki gap terbesar adalah contact dan yang terkecil adalah system avalibilty. Dari hasil analisis E-S-QUAL dilanjutkan dengan analisa IPA yang menghasilkan 8 (delapan) item sebagai prioritas utama pada kuadran I. Hasil dari analisa IPA menjadi input untuk analisa QFD. Hasil Analisis QFD, didapatkan 17 respon teknik untuk menjawab keinginan pengguna layanan. Dengan hasil penelitian tersebut, dapat membantu Tim pengembang Aplikasi SIPA untuk merancang perbaikan untuk meningkatkan kualitas layanan aplikasi SIPA. Kata Kunci: E-S-Qual, IPA, QFD, Kualitas Layanan, SIPA.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | 56295 |
| Call Number: | T-51-MKU-20-014 |
| NIM/NIDN Creators: | 55118110168 |
| Uncontrolled Keywords: | E-S-QUAL, Service Quality, Budget Execution Information System (SIPA). E-S-Qual, IPA, QFD, Kualitas Layanan, SIPA. Manajemen oprasional |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 17 Feb 2022 07:03 |
| Last Modified: | 18 Jun 2022 02:46 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56295 |
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