EVALUASI KUALITAS LAYANAN WEBSITE E-GOVERNMENT MENGGUNAKAN DIMENSI E-GOVQUAL STUDI KASUS KANTOR WILAYAH KEMENTERIAN HUKUM DAN HAK ASASI MANUSIA DIY

Public services cannot be separated from the role of information technology to provide fast, cheap, effective and reliable services to the public. This research was conducted to study the service quality of egovernment websites using the e-GovQual dimension. The research includes quantitative research with a number of respondents for the survey. This research question is based on the e-GovQual dimension and represents the attributes of each e-GovQual dimension to assess the quality of the e-Government website of the Ministry of Law and Human Rights DIY. The Importance Performance Analysis (IPA) method is used to help e-GovQual measure the importance/ expectation level and performance level of each e-GovQual attribute by classifying it in the Cartesian quadrant (concentration here, keep a good job, low priority, and possibly excessive). Recommendations for improvement of Information and Communication Technology management using the IT Service Management (ITSM) approach to the Information Technology Infrastructure Library (ITIL) framework, which is a technology service management method that seeks to align IT with business needs for organizations providing efficient IT services with quality assurance. With ITSM as a best practice framework it is expected to improve the quality of Information Technology-based services in the government sector for the public.