Analysis of the Public Satisfaction Index toward The Website of The Teluk Wondama Regency Government, West Papua, Indonesia
DOI:
https://doi.org/10.33701/ijok.v6i2.5840Keywords:
Webqual 4.0, Public Satisfaction, Government Website, Teluk Wondama, E-GovernmentAbstract
Background. Although the official website of the Teluk Wondama Regency Government has been developed since 2018 as part of the implementation of e-government, several issues continue to hinder its effectiveness as a digital public service platform. Users frequently report an unattractive user interface, outdated information, and slow system performance. In addition, the limited availability of skilled human resources in information technology has contributed to inadequate website management and maintenance. These conditions indicate a gap between the intended role of the website as an electronic public service medium and the actual quality perceived by the community. Purpose. This study aims to analyze the quality of the official website of the Teluk Wondama Regency Government and to measure the Public Satisfaction Index based on the three main dimensions of the WebQual 4.0 model: Usability Quality, Information Quality, and Service Interaction Quality. Method. This research employed a descriptive quantitative approach. Data were collected through a Google Form questionnaire distributed to 88 respondents. The data were analyzed using descriptive statistical techniques based on the WebQual 4.0 framework (Barnes & Vidgen, 2001) to assess users’ perceptions of the website’s quality. Results. The findings show that the average score for Usability Quality was 3.74, Information Quality was 3.72, and Service Interaction Quality was 3.73 on a five-point Likert scale. Overall, these results indicate that the website is generally perceived as being of good quality by its users. However, several shortcomings were identified, particularly with regard to content freshness, system performance stability, and the responsiveness of interactive features. Conclusion. The official website of the Teluk Wondama Regency Government (https://wondamakab.go.id) has fulfilled its basic function as a digital information service platform. Nevertheless, further optimization is required, especially in improving UI/UX design, ensuring regular content updates, and enhancing the quality of interactive services. Moreover, strengthening the technical competencies of local government human resources is essential to improve the overall effectiveness of e-government services in Teluk Wondama.
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