Quality of Village Administration Services Based on Electronic Government in Sipatana District, Gorontalo City

Abstract

The study aims to analyze and describe (1) the quality of electronic government-based village administration services in Sipatana District, Gorontalo City. (2) factors that determine the quality of electronic government-based village administration services in Sipatana District, Gorontalo City. The research approach used is a qualitative method with a descriptive research method and the research procedure is carried out by observation and interviews with informants. The data analysis technique used is interactive analysis of the miles and huberman model. The results of the study show that (1) the quality of electronic government (e-Government)-based village administration services in Sipatana District aims to increase efficiency, transparency, and ease of access for the community. This system utilizes digital technology to support data management, public service delivery, and communication between the government and the community. E-Government-based services are expected to be able to meet quality standards such as tangible evidence, reliability, responsiveness, assurance, and empathy. This implementation provides a modern solution to various challenges in traditional administration services, such as long queues and complicated bureaucracy. However, its success requires adequate technological infrastructure support, competent workforce, and high responsiveness to public complaints. By optimizing e-Government, sub-districts in Sipatana District can increase public trust and satisfaction with government services. (2) The quality of e-Government-based administrative services in Sipatana District is influenced by three main factors, namely support, capacity, and value. Support factors include the provision of technological infrastructure, such as adequate hardware and software, and government policies that encourage system sustainability. Capacity factors include the capabilities of the technology used and the competence of human resources in operating the system and providing responsive and accurate services. Value factors emphasize the benefits felt by the community, such as efficiency, data security, and ease of access to administrative services. These three factors play an important role in determining the success of e-Government in optimally meeting community needs, increasing the efficiency of the administrative service process, and creating public trust in the sub-district government throughout Sipatana District, Gorontalo City.