E-Government Service Quality Based on E-GovQual Approach Case Study in West Sumatera Province

Abstract

This study aims to evaluate e-Government service quality especially in West Sumatera, Indonesia. The reason why the study conducted is that the difficulty obtaining available and accurate data from the Indonesian citizen regarding the implementation of e-government. The method used in this study is survey based on the e-GovQual questionnaire distributed to total 247 respondents to find out their perception of all the services provided by the e-Government website. The results showed that in general, the citizens agreed that quality of e-Government service provided by the government of West Sumatera province is good enough and meet their expectation regarding efficient, trust, reliability, citizen support, content & appearance of information, and functionality of interactive environment. However, e-Government service quality requires improvement due to the results obtained were still at a moderate level.