Analisis Kepuasan Masyarakat dan Evaluasi Kinerja Sistem pada Layanan Akta Kelahiran Online Berbasis EUCS+ dan PIECES
- Syaeful Machfud Universitas Pamulang, Tangerang Selatan, Indonesia
-
Okky Prasetia
*
Universitas Pamulang, Tangerang Selatan,
Indonesia
(*) Corresponding Author
Abstract
In the rapidly advancing digital era, the Indonesian government has implemented an online birth certificate service to improve the efficiency and accessibility of public services. This study aims to evaluate both user satisfaction and system performance using two distinct approaches: End User Computing Satisfaction Plus (EUCS+) and Performance Information Economy Control Efficiency Services (PIECES). The EUCS+ model measures user satisfaction based on content, accuracy, format, ease of use, and timeliness, while the PIECES framework assesses system performance from the perspectives of performance, information, economy, control, efficiency, and service. This research employed a quantitative method by distributing questionnaires to 100 respondents who had used the online birth certificate service within the last six months. The results indicate that the highest satisfaction scores were recorded in the dimensions of format (3.81) and ease of use (3.89), whereas system speed and content quality received the lowest scores (2.30 and 2.97, respectively). In the PIECES model, the economy and efficiency dimensions showed strong performance with scores above 3.80, while the control dimension emerged as an area for improvement (2.92). These findings suggest that although the service is relatively effective in terms of visual interface and cost accessibility, significant enhancements are needed in system speed and information quality. This study contributes to a comprehensive evaluation of digital public services and offers recommendations for continuous improvement by government agencies.
Downloads
References
Amani, S., Muhafidin, D., & Isnawaty, N. W. (2023). Kinerja Pemerintahan Desa Dalam Penyelenggaraan Pembangunan Infrastruktur (Nagari Guguak Tabek Sarjo, Kecamatan Iv Koto, Kabupaten Agam, Sumatera Barat). JANE - Jurnal Administrasi Negara, 14(2), 632. https://doi.org/10.24198/jane.v14i2.45119
Andi Kambau, R. (2024). Proses Transformasi Digital pada Perguruan Tinggi di Indonesia. Jurnal Rekayasa Sistem Informasi Dan Teknologi, 1(3), 126–136. https://doi.org/10.59407/jrsit.v1i3.481
Anggraini, F. D. P., Aprianti, A., Setyawati, V. A. V., & Hartanto, A. A. (2022). Pembelajaran Statistika Menggunakan Software SPSS untuk Uji Validitas dan Reliabilitas. Jurnal Basicedu, 6(4), 6491–6504. https://doi.org/10.31004/basicedu.v6i4.3206
Aritonang, S., Prabowo, D. A., & Ramdani, C. (2023). User Satisfaction Analysis of Dana Application Using End User Computing Satisfaction Method. Jurnal Sistem Informasi Dan Ilmu Komputer Prima(JUSIKOM PRIMA), 7(1), 74–87. https://doi.org/10.34012/jurnalsisteminformasidanilmukomputer.v7i1.3947
Budiawan, F. P., & Nuryati, T. (2022). Understanding the Implementation of Good Government Governance (GGG) on The Quality of Public Services. Journal of Accounting and Finance Management, 3(3), 105–120. https://doi.org/10.38035/jafm.v3i3.99
Damara Gugat, R. M., Ozali, I., & Saribanon, E. (2024). Application of End User Computing Satisfaction Method to Analyze Customer Satisfaction in Using Mobile Application of National E-Commerce Travel Company. Jurnal Informasi Dan Teknologi, 5, 272–278. https://doi.org/10.60083/jidt.v5i4.452
Dari, S. W. (2022). Analisis Kepuasan Dosen Di Sekolah Tinggi Agama Islam Negeri Mandailing Natal Terhadap E-Journal (OJS) Sebagai Sumber Informasi Menggunakan Model EUCS. Jurnal Perpustakaan Dan Informasi, 16(2), 277–293.
Ekadipta, E., Hidayat, F., Komarudin, D., & Ayuni, D. (2022). Gambaran Tingkat Pengetahuan Pasien Terhadap Pelayanan Informasi Obat Dalam Pembelian Obat Secara Online Pada Apotekmart Online Berdasarkan Komunikasi, Informasi, Dan Edukasi. ISTA Online Technologi Journal, 3(1), 42–49. https://doi.org/10.62702/ion.v3i1.50
Heryati, A., Zaliman, I., Terttiaavini, T., Mulyati, M., Romli, H., & Martadinata, A. T. (2024). Evaluasi Kinerja E-Government Menggunakan Indeks Layanan Publik Elektronik Sebagai Standar Benchmarking Layanan Publik: Evaluation of E-Government Performance using the Electronic Public Service Index as a Benchmarking Standard for Public Services. MALCOM: Indonesian Journal of Machine Learning and Computer Science, 4(1), 51–56.
Hidayat, W. (2017). Tangerang Live Di Kota. 48–57.
Ilyas, A., & Bahagia, B. (2021). Pengaruh Digitalisasi Pelayanan Publik terhadap Kinerja Pegawai pada Masa Pandemi di Lembaga Pendidikan dan Pelatihan. Edukatif : Jurnal Ilmu Pendidikan, 3(6), 5231–5239. https://doi.org/10.31004/edukatif.v3i6.1173
Imbaruddin, A., Saeni, A. A., & Muttaqin. (2021). The Role of Ombudsman in Improving Accountability of Government Public Services. Proceedings of the 2nd International Conference on Administration Science 2020 (ICAS 2020), 564(Icas 2020), 195–197. https://doi.org/10.2991/assehr.k.210629.036
Kencono, B. D., Putri, H. H., & Handoko, T. W. (2024). Transformasi Pemerintahan Digital: Tantangan dalam Perkembangan Sistem Pemerintahan Berbasis Elektronik (SPBE) di Indonesia. JIIP - Jurnal Ilmiah Ilmu Pendidikan, 7(2), 1498–1506. https://doi.org/10.54371/jiip.v7i2.3519
Lanin, D., Saputra, B., Syamsir, & Magriasti, L. (2023). Assessing the Mediating Effect of the Role of Public Managers Between Service Quality and Public Satisfaction of Multiple Ethnicities in Local Governments in Sumatra, Indonesia. Public Policy and Administration, 22(1), 33–47. https://doi.org/10.5755/j01.ppaa.22.1.33725
Naftania, S., Gumilang, S. F. S., & Hanafi, R. (2023). Arsitektur Sistem Pemerintahan Berbasis Elektronik Pada Urusan Perumahan Dan Permukiman Pemerintah Provinsi Jawa Barat Menggunakan Kerangka Kerja Togaf. JIPI (Jurnal Ilmiah Penelitian Dan Pembelajaran Informatika), 8(2), 419–427. https://doi.org/10.29100/jipi.v8i2.3452
Nursanto, G. A., Rahman, R. A., Keimigrasian, M. T., & Imigrasi, P. (2024). Systematic Literature Review: Metode Penilaian Tingkat Kepuasan Pengguna Aplikasi. Pendas: Jurnal Ilmiah Pendidikan Dasar, 9(1), 2548–6950.
Patak, A. A., & Hasim, A. H. (2023). Proceedings of the 2nd World Conference on Social and Humanities Research (W-SHARE 2022) (Vol. 762). Atlantis Press SARL. https://doi.org/10.2991/978-2-38476-084-8
Putri, F. L. S., Iffat, E., Irwanto, M., Iman, M. F., Sutrisno, S., & Hermawan, S. (2024). Pelayanan Publik Berbasis Online Di Desa (Studi Pada Desa Permisan Kecamatan Jabon). Journal of Economic, Bussines and Accounting (COSTING), 7(4), 10467–10481. https://doi.org/10.31539/costing.v7i4.11141
Rahmi, N., Indrapraja, R., Buamonabot, I., Henri Kusnadi, I., & Kraugusteeliana, K. (2023). Measurement of End User Satisfaction Using EUCS Method on Fundraising Administration System of One of Philantrophic Institutions in Indonesia. Jurnal Sistim Informasi Dan Teknologi, 5, 31–35. https://doi.org/10.60083/jsisfotek.v5i3.279
Semnasti, M. S. B., Semnasti, Moh. A. F., Semnasti, F. P. B. M., & Semnasti, L. M. K. (2023). Evaluasi Elektronik Sistem Audit Mutu Internal Menggunakan Metoda Questionnaires. Waluyo Jatmiko Proceeding, 16(1), 31–40. https://doi.org/10.33005/wj.v16i1.41
Sjafrizal, T., Dwinarko, & Muhamad, P. (2024). Hubungan Antara Komunikasi Interpersonal Dengan Semangat Kerja (Studi Kuantitatif Eksplanatif Di Kalangan Pimpinan Dan Karyawan Pada Kantor Pusat Pt. Asuransi Bhakti Bhayangkara Di Jakarta). Syntax Literate: Jurnal Ilmiah Indonesia, Vol. 9(No. 7).
Sri Wahyuni, Muhammad Yahya, & Udin Sidin Sidik. (2023). Analisis Beberapa Faktor yang Mempengaruhi Kinerja Pegawai Menggunakan Sistem Web di Dinas Kependudukan dan Pencatatan Sipil Kota Makassar. Information Technology Education Journal, 2(1), 42–52. https://doi.org/10.59562/intec.v2i1.264
Stiawan, I. N. A., Irawanto, R., & Cendekia, D. A. (2022). EPIC Visual Iklan Samsung berupa Webtoon Sera, I’m Sorry: Welcome to Our Galaxy terhadap Audiens. JoLLA: Journal of Language, Literature, and Arts, 2(10), 1369–1385. https://doi.org/10.17977/um064v2i102022p1369-1385
Tiktok, M., Karniawati, N., Studi, P., & Pemerintahan, I. (2024). Jurnal Politik dan Pemerintahan Daerah Vol 6 No 1 Tahun 2024 , p 24-33. 6(1), 24–33.
Tua, M., Nuraeni, R., & Hastuti, I. (2024). Wirausaha di Kantor Akuntan Publik Wirausaha di Kantor Akuntan Publik. 15.
Yunita, R. (2024). Pengaruh Internet of Things (IoT) terhadap Efisiensi dan Efektivitas Layanan Kesehatan: Tinjauan Literatur. JR : Jurnal Responsive Teknik Informatika, 8(01), 12–18. https://doi.org/10.36352/jr.v8i01.801
Yusnidar, Y., Epinur, E., & Nadila, N. A. (2023). Analysis of Student Responses to Student Worksheets Based on Project Based Learning Models. Integrated Science Education Journal, 4(3), 111–116. https://doi.org/10.37251/isej.v4i3.718
Bila bermanfaat silahkan share artikel ini
Berikan Komentar Anda terhadap artikel Analisis Kepuasan Masyarakat dan Evaluasi Kinerja Sistem pada Layanan Akta Kelahiran Online Berbasis EUCS+ dan PIECES
Pages: 716-724
Copyright (c) 2025 Syaeful Machfud; Okky Prasetia
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).
