Kualitas E-Government Dalam Pelayanan Tiket Wisata Berbasis Website Di Dinas Kebudayaan, Kepemudaan, Dan Olahraga Serta Pariwisata Kota Surabaya

The quality of e-government in website-based tourist ticket services at the Department of Culture, Youth, and Sports and Tourism of the City of Surabaya

Pelayanan publik merupakan suatu sistem yang dibangun oleh pemerintah untuk memenuhi kebutuhan serta kepentingan rakyat. Pemerintah diharapkan dapat memberikan pelayanan yang profesional, akuntabel dan optimal untuk dapat memenuhi hak dari warga negara. Salah satu hak warga negara yang tercantum dalam Undang-Undang Republik Indonesia yaitu tentang kebebasan melakukan perjalanan dan memanfaatkan waktu luang dalam wujud berwisata. Penelitian ini menggunakan Teori Measuring the quality of e-government from the user perspective menurut Kozak, yaitu Ease of use (Kemudahan Pengguna), Content and apperance of the information (Isi dan Tampilan Informasi), Reliability (Keandalan), Citizen support (Dukungan Masyarakat), Trust/Security(Kepercayaan/Keamanan), dan Support in Completing Forms (Dukungan dalam mengisi formulir). Metode pendekatan yaitu kualitatif dengan jenis penelitian deskriptif. Teknik sampling yaitu menggunakan teknik purposive sampling. Teknik pengumpulan data berupa observasi, wawancara dan dokumentasi. Teknik analisis data menggunakan data collection, data reduction, data display dan conclusion drawing. Hasil penelitian menunjukan bahwa kualitas e-government dalam pelayanan publik berbasis website yaitu Tiket Wisata Surabaya telah berjalan dengan baik. Walaupun, masih terdapat kendala dalam pelaksanaannya seperti sistem yang terkadang erorr saat digunakan secara bersama-sama, jumlah kuota tiket yang sedikit dibandingkan dengan permintaan dari masyarakat, pemberian informasi terkait wisata yang kurang cepat dan cara pembayaran dalam pembelian tiket wisata. Maka dari itu, penelitian ini merekomendasikan agar Dinas Kebudayaan, Kepemudaan dan Olahraga serta Pariwisat Kota Surabaya dapat memperbaiki sistem yang sering erorr, memberikan informasi dengan lebih cepat, dan memberikan kuota tiket wisata yang lebih banyak.

Kata Kunci: kualitas e-government, pelayanan publik, pariwisata.

Electricity Public service is a system built by the government to meet the needs and interests of the people. The government is expected to provide professional, accountable and optimal services to fulfill the rights of citizens. One of the rights of citizens listed in the Law of the Republic of Indonesia is the freedom to travel and utilize leisure time in the form of traveling. This study uses the theory of Measuring the quality of e-government from the user perspective according to Kozak, namely Ease of use, Content and appearance of the information, Reliability, Citizen support, Trust / Security, and Support in Completing Forms. The approach method is qualitative with descriptive research type. The sampling technique is using purposive sampling technique. Data collection techniques in the form of observation, interviews and documentation. Data analysis techniques use data collection, data reduction, data display and conclusion drawing. The results showed that the quality of e-government in website-based public services, namely Surabaya Tourism Tickets, has been running well. Although, there are still obstacles in its implementation such as a system that sometimes errs when used together, the number of ticket quotas is small compared to requests from the public, providing information related to tourism that is not fast enough and how to pay in purchasing tourist tickets. Therefore, this study recommends that the Surabaya City Culture, Youth and Sports and Tourism Office can improve systems that are often erroneous, provide information more quickly, and provide more tourist ticket quotas.

Keywords: e-government quality, public services, tourism.