Assessing Indonesian Local Government eGovernment- eService Quality: Dimensions and Alternative Model of eService Quality from Banyuwangi’s SIPO (Online Permit Registration System)

Abstract

A decentralized mode of local government in Indonesia has subsequently leads to a local initiative for the improvement of local government public service delivery. The regency of Banyuwangi launch an eService Online Permit Registration System (SIPO), which covers 45 type of mostly local business licenses. This paper sought to asses local government eService Quality in the context of one local government in Indonesia, especially in the regency of Banyuwangi in the eastern part of Java. The quantitative approach is used in this research, as well as the application of Structural Equation Modelling for integrating the analysis among three important dimensions of eService: Organization, Information and the service quality. The study finding proposes an alternative model for assessing eService at local government which highlight the important of content management, the stable of eService operating system, and the organizational efficiency as the backbone of eService based at local government level.

Keywords: eService model, Decentralization, East Java

DOI: 10.7176/PPAR/9-1-04