Implementation of Electronic Government Policy in Improving Public Services Quality During The Covid-19 Pandemic in Indonesia

Abstract

This study aims to analyze the implementation of e-government policies in improving public services in the Covid-19 pandemic era. The era of the Covid-19 pandemic has negative impacts from various sectors, including the government sector, in providing public services; therefore, e-government policies are an alternative solution in providing online public services to the community. This research will aim to analyze the extent to which the success rate of e-government policies and analyze their effect on improving the quality of public services. The research method used in this study is a mixed-method with a sampling technique using random sampling. Validation and qualitative analysis using the triangulation method, while verification and quantitative analysis using Equation Modeling (SEM) Partial Least Square (PLS) analysis. The results of the qualitative research show that the implementation of e-government during Covid-19 has empirically proven to be one of the alternative solutions to maintain the stability of public services provided by the government to the community, and these results are strengthened by testing the hypothesis that e-government has a significant effect on the quality of public services. Based on the study results, this study recommends that the government improve the performance of the website and operationalization system so that it can be accessed more quickly and easily for people who need services according to their needs.