Abstract:
The existence of information technology in government is expected to provide optimal
service quality for the society. Based on Presidential Instruction Number 3 of 2003 which
explains that every government is obliged to use the system and carry out evaluations
continuously to achieve good management of IT or good e-Government. Based on the
presidential instruction, the Department of Communication and Information Technology
of Rokan Hilir Regency took the initiative to develop public services in the form of a
website to improve work procedures and management systems within the government by
utilizing information technology. This study aims to analyze the service quality of the
website with the rohilkab.go.id domain based on the perception or point of view of its
users using the e-Govqual and IPA methods, determine the factors that affect service
quality based on the e-Govqual method and determine the attributes that are the priority
for quality improvement. services based on the results of IPA analysis. From the 106
respondents who were used as research samples, the results of the e-Govqual analysis on
the level of conformity have an average value of 83.18% and the value of the gap level
has a GAP value of 0 which is -0.73, meaning that the performance of website services
has not been able to meet user expectations. Furthermore, from the results of the quadrant
analysis, obtained 9 attributes with the main priority, namely the attributes EU4
(configuring links with search engines), EU6 (personalization of information), FE1 (the
presence of an online help form), RL3 (timely service), CA1 (complete data and
information), CA3 (data relevance), CA4 (updated information), CA5 (all links are
working properly), and CS5 (contact information), for service improvement
