Rancang Bangun Sistem Informasi Pengukuran Tingkat Kepuasan Pelanggan Berdasarkan Kualitas Pelayanan E-Government Menggunakan Metode Regresi
Abstrak: In order to measure
customer satisfaction levels on giving an e-government services, the government
of surabaya needs to design information systems using a modeling of service
quality (servqual) wich is based on website. This customer satisfaction
information system uses multiple regression test, the statistics test to find
the influence of customer satisfaction with quality of e-procurement service of
the Surabayas Government. The purpose of this study is to provide important
information for the head of Bina Program Division and for all of Surabaya
civilian as the recipients of services. The data was collected by questionnaire
in the form of qualitative data collection. Then it converted into quantitative
data using likert scaling techniques. To get the value of the regression
coefficient it must be invers using Elementary Row Transformation. To search an
independent variables that influence to the dependent variable used by T test.
To find the influence of all independent variables on the dependent variable
used F Test. R2 is a number in the program showed significant 0.54435348292734
or 54% of customers indicate satisfaction. From the results of F test and T
test program finds all the independent variables affected to the dependent
variable. Wich is the variable X5 or Tangible dimension greater influence than
the others.
Keyword: Information System of
Customer Satisfaction Measurement, Multiple Regression Analysis, E-Procurement
System of Surabayas Government
Penulis: Arnoldus Yansen
Friska Danar Yudhistira, Januar Wibowo, Sulistiowati Sulistiowati
Kode Jurnal: jptkomputerdd120233
