PENGARUH KUALITAS PELAYANAN E-GOVERNMENT DAN KUALITAS INFORMASI TERHADAP KEPUASAN PENGGUNA INOVASI E-OPEN 2.0 DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA BEKASI

Abstract

The Bekasi City Population and Civil Registration Office has implemented a public service innovation called e-open (Electronic Online Population Services), which has now been updated to e-open 2.0 in order to improve the effectiveness and efficiency of services provided to the public. However, its implementation still faces obstacles, such as limited regional access to population database management and staff who lack technical and administrative competence in supporting public use of the service. This often hinders the data verification process and leads to long queues. The situation is further exacerbated by the poor quality of information the public receives regarding online e-ID card services. This study uses a modified version of the Delone and McLean Success Model to analyze the effects of e-government service quality and information quality on user satisfaction with the e-open 2.0 innovation at the Bekasi City Population and Civil Registration Office. The method used was a quantitative explanatory study involving 100 respondents who are users of the e-open 2.0 innovation at the Bekasi City Population and Civil Registration Office, and data analysis was conducted using SmartPLS version 3 with the PLS-SEM (Partial Least Squares Structural Equation Modeling) technique. The results of the study indicate that the quality of e-government services has a significant positive effect on user satisfaction of 0.233, and the quality of information has a significant positive effect on user satisfaction of 0.635. Simultaneously, the quality of e-government services and the quality of information account for 74% of the variance in user satisfaction, while the remaining 26% is explained by other factors outside the scope of this study.