Kepuasan Warga Kota Surabaya atas Kualitas Komunikasi Termediasi Komputer di Layanan Perizinan Pemerintah di Website Surabaya Single Window

Ferry Shendy Welianto(1*), Astri Yogatama(2), Gatut Priyowidodo(3),


(1) Program Studi Ilmu Komunikasi Universitas Kristen Petra
(2) Program Studi Ilmu Komunikasi Universitas Kristen Petra
(3) Program Studi Ilmu Komunikasi Universitas Kristen Petra
(*) Corresponding Author

Abstract


Penelitian ini bertujuan untuk mengukur kepuasan warga Kota Surabaya terhadap kualitas komunikasi termediasi komputer dalam layanan perizinan pemerintah di website Surabaya Single Window. Penelitian ini merupakan penelitian kuantitatif dengan pendekatan eksplanatif komparatif. Menggunakan kerangka kerja SERVQUAL, penelitian ini mengeksplorasi perbedaan antara harapan dan persepsi pengguna terhadap lima dimensi kualitas layanan: reliability, responsiveness, assurance, empathy, dan tangibility. Data dikumpulkan melalui survei yang melibatkan 100 responden warga Surabaya yang pernah menggunakan layanan perizinan di website tersebut. Hasil analisis menunjukkan adanya gap yang antara harapan dan persepsi pengguna. Temuan ini mengindikasikan bahwa pengguna puas terhadap kualitas layanan Surabaya Single Window tetapi memiliki harapan yang tidak begitu tinggi terhadap kualitas layanan. Penelitian ini termasuk dalam kajian government public relations dan diharapkan dapat memberikan kontribusi bagi pengembangan layanan perizinan online yang lebih responsif dan berkualitas di Kota Surabaya.


Keywords


Government Public Relations, Computer Mediated Communication, Servqual, Surabaya Single Window,

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