PERSEPSI PENGGUNA TERHADAP EFEKTIVITAS WEBSITE BEKASIKOTA.GO.ID SEBAGAI MEDIA INFORMASI DAN PELAYANAN PUBLIK DI PEMERINTAH KOTA BEKASI

Abstract

The use of information technology through e-government is one of the local government efforts to provide public services that are fast, transparent, and easily accessible. The Bekasi City Government developed its official website, bekasikota.go.id, as a medium for public information and services; however, public visits and participation on the website remain relatively limited. This study aims to analyze and describe users' perceptions of the effectiveness of bekasikota.go.id in delivering information and meeting public service needs in the Bekasi City Government. The analytical framework uses the New Public Service (NPS) theory and the service quality (SERVQUAL) approach. This study employs a mixed-methods convergent parallel design by collecting quantitative and qualitative data concurrently. Quantitative data were obtained through a four-point Likert-scale questionnaire administered to 100 respondents, while qualitative data were gathered through in-depth interviews with four website users and direct observation of the website's interface and features. Quantitative analysis was conducted descriptively across nine aspects: citizen-centered service, public satisfaction, public participation, service transparency, tangibles, reliability, responsiveness, assurance, and empathy. Qualitative data were analyzed through data reduction, data display, conclusion drawing, and verification. The results show an overall mean score of 3.23 and an effectiveness level of 80.48%, which the study categorizes as effective. Assurance received the highest mean score of 3.30, while responsiveness received the lowest score of 3.11. Qualitative findings support the quantitative results: the website performs reasonably well in providing administrative service information, local news, government programs, and official announcements, but remains weaker in two-way communication, responses to public questions, utilization of participation features, and follow-up of public complaints. Thus, bekasikota.go.id functions more strongly as an official information medium than as an interactive public-service channel. The Bekasi City Government should improve responsiveness, consistency of information updates, public participation channels, navigation, and the accessibility of language to strengthen digital public services