Track: Case Studies

Abstract

Indonesia is one of the countries that implement e-government to overcome the problem of decentralization so that it can improve and expand the relationship between the government and other parties by utilizing information technology. Based on Presidential Regulation Number 95 of 2018 regarding the Electronic-Based Government System, the government has begun to implement an electronic-based government system through e-government to encourage the improvement of public services. Environmental Management Efforts and Environmental Monitoring Efforts (UKL-UPL) is one of the environmental permits that has to be made for decision making and the basis for issuing permits to conduct businesses and or activities. UKL-UPL is made for projects whose environmental impacts can be overcome and the scale of control is small and complex. Based on data given by the Investment and One-Stop Integrated Service Agency of Jakarta Provincial Government (DPMPTSP DKI Jakarta), the percentage of late issuance tends to increase from early February to October 2021 with the highest percentage of delays in October 2021 at 48.1%. This study aims to build a service quality model on a government website that combines eGovQual and TAM so that it can improve service quality which can lead to an increase in the reputation of the service quality. Partial Least Square Structural Equation Modeling (PLS-SEM) was used to create a service quality model. This research produces priority service quality improvements in efficiency and suggests several improvements that the government of Jakarta can implement.