ANALISIS PERFORMA LAYANAN E-GOVERNMENT OSS-RBA MENGGUNAKAN MODEL E-GOVQUAL: Studi Kasus pada UMKM di Kota Cimahi

Fiky Budi Dewanto, - and Syti Sarah Maesaroh, - and Asep Nuryadin, - (2025) ANALISIS PERFORMA LAYANAN E-GOVERNMENT OSS-RBA MENGGUNAKAN MODEL E-GOVQUAL: Studi Kasus pada UMKM di Kota Cimahi. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Perkembangan digitalisasi mendorong pemerintah menghadirkan sistem pelayanan publik yang cepat, transparan, dan efisien melalui pemanfaatan teknologi digital, salah satunya penerapan Online Single Submission-Risk Based Approach (OSS-RBA) sebagai layanan E-Government dalam pengurusan legalitas usaha. Namun, pelaku UMKM di Kota Cimahi masih menghadapi kendala dalam penggunaannya. Penelitian ini bertujuan menganalisis performa layanan OSS-RBA dengan menggunakan model E-GovQual yang mencakup empat dimensi, yaitu efisiensi, kepercayaan, keandalan, dan dukungan warga. Data dikumpulkan melalui kuesioner kepada pelaku UMKM dan dianalisis menggunakan metode Importance Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa beberapa indikator layanan OSS-RBA masih perlu ditingkatkan. Peningkatan pada satu indikator berpotensi memberi dampak terhadap indikator lainnya, sehingga pengembangan layanan perlu dilakukan secara simultan. Temuan ini diharapkan memberikan masukan praktis bagi peningkatan layanan publik digital serta menjadi referensi penelitian lanjutan terkait analisis performa layanan E-Government. The advancement of digitalization encourages governments to provide public service systems that are fast, transparent, and efficient through the use of digital technology, one of which is the implementation of the Online Single Submission–Risk Based Approach (OSS-RBA) as an E-Government service for business licensing. However, Micro, Small, and Medium Enterprises (MSMEs) in Cimahi City still face challenges in its utilization. This study aims to analyze the performance of the OSS-RBA service using the E-GovQual model, which consists of four dimensions: efficiency, trust, reliability, and citizen support. Data were collected through questionnaires distributed to MSME actors and analyzed using the Importance Performance Analysis (IPA) method. The findings show that several indicators of the OSS-RBA service still require improvement. Improvement in one indicator has the potential to affect others, indicating that service development needs to be carried out simultaneously. These results are expected to provide practical input for enhancing digital public services and serve as a reference for further research related to E-Government service performance analysis.

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Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations?view_op=list_works&hl=en&authuser=6&user=tYKhPnkAAAAJ ID SINTA Dosen Pembimbing: Syti Sarah Maesaroh: 6681118 Asep Nuryadin: 6745757
Uncontrolled Keywords:	E-Government, E-GovQual, Importance Performance Analysis, OSS-RBA, UMKM. E-Government, E-GovQual, Importance Performance Analysis, OSS-RBA, MSMEs.
Subjects:	L Education > L Education (General)
Divisions:	UPI Kampus Tasikmalaya > S1 Bisnis Digital
Depositing User:	Fiky Budi Dewanto
Date Deposited:	04 Sep 2025 02:56
Last Modified:	04 Sep 2025 02:59
URI:	http://repository.upi.edu/id/eprint/136660

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