Pengaruh Kualitas Layanan Digital (E-Servqual) Terhadap Kepuasan Pengguna Aplikasi M-Paspor (Studi Kasus Kantor Imigrasi Medan)
DOI:
https://doi.org/10.25077/mssb.6.2.35-50.2025Keywords:
service quality, M-Paspor application, user satisfaction, public serviceAbstract
This study aims to analyze the effect of service quality in the M-Paspor application on user satisfaction at the Medan Immigration Office. Digital service quality plays a crucial role in supporting bureaucratic modernization and improving the quality of public services. This research employs a quantitative approach with an explanatory research design to examine causal relationships among variables. Primary data were collected through questionnaires distributed to M-Paspor users, while secondary data were obtained from documentation related to the system and its implementation. The study population consists of all M-Paspor users at the Medan Immigration Office. Using Cochran’s formula, a total sample of 385 respondents was determined, with 360 questionnaires deemed valid for analysis. The sampling technique used was purposive sampling. Data analysis was conducted using multiple linear regression with SPSS software. The results indicate that Efficiency, Fulfilment, Responsiveness, Compensation, and Privacy have a positive and significant effect on user satisfaction with the M-Paspor application. Conversely, System Availability and Contact do not have a significant effect on user satisfaction. These findings suggest that ease of use, service accuracy, response speed, problem-handling compensation, and data security assurance are key factors in shaping user satisfaction with digital immigration services.
Abstrak
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan aplikasi M-Paspor terhadap kepuasan pengguna pada Kantor Imigrasi Medan. Kualitas layanan digital menjadi aspek penting dalam mendukung modernisasi birokrasi serta peningkatan mutu pelayanan publik. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis explanatory research untuk menjelaskan hubungan sebab-akibat antarvariabel. Data primer diperoleh melalui penyebaran kuesioner kepada pengguna aplikasi M-Paspor, sedangkan data sekunder diperoleh melalui studi dokumentasi terkait sistem dan implementasi aplikasi. Populasi penelitian adalah seluruh pengguna aplikasi M-Paspor di Kantor Imigrasi Medan, dengan jumlah sampel ditentukan menggunakan rumus Cochran sehingga diperoleh 385 responden, dan sebanyak 360 kuesioner dinyatakan layak olah. Teknik pengambilan sampel menggunakan purposive sampling. Analisis data dilakukan melalui regresi linier berganda dengan software SPSS. Hasil penelitian menunjukkan bahwa Efficiency, Fulfilment, Responsiveness, Compensation, dan Privacy berpengaruh positif dan signifikan terhadap kepuasan pengguna aplikasi M-Paspor. Sebaliknya, System Availability dan Contact tidak berpengaruh signifikan terhadap kepuasan pengguna. Temuan ini mengindikasikan bahwa aspek kemudahan, ketepatan layanan, kecepatan respons, kompensasi atas kendala, serta jaminan keamanan data merupakan faktor kunci dalam membentuk kepuasan pengguna layanan digital keimigrasian.
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