Analisis Kualitas E-Service: Studi Kasus pada Layanan Berbasis Aplikasi SEVIMA di Politeknik Negeri Fakfak

Authors

  • Muh. Irvan Nur Iva Program Studi Administrasi Publik, Program Pascasarjana, Universitas Negeri Makassar https://orcid.org/0000-0002-7663-6879
  • Herman H Program Studi Administrasi Publik, Program Pascasarjana, Universitas Negeri Makassar https://orcid.org/0000-0003-4456-8223
  • Rahayu Rahayu Program Studi Pendidikan Bahasa Inggris, Pascasarjana, Universitas Negeri Makassar
  • Andi Asrifan Program Studi Pendidikan Bahasa Inggris, Pascasarjana, Universitas Negeri Makassar
  • Ummi Kalsum Syam Program Studi S2 Administrasi Publik, Program Pascasarjaa, Universitas Negeri Makssar

DOI:

https://doi.org/10.59050/jian.v22i2.366

Keywords:

E-service, SEVIMA, Kualitas Layanan

Abstract

As a relatively new e-service platform, this study aims to analyze the quality of e-service provided by the SEVIMA application as an academic service system at Politeknik Negeri Fakfak. The research is based on the importance of digital service effectiveness in supporting efficient and transparent academic governance. This study employed a qualitative approach with a case study design. Data were collected through interviews, observations, and documentation, and then analyzed using an interactive analysis model consisting of data reduction, data presentation, and conclusion drawing and verification. The findings indicate that the overall quality of SEVIMA’s e-service is considered good, particularly in the dimensions of reliability and assurance. However, improvements are still needed in user interface, responsiveness, and customization. Furthermore, users’ digital literacy and the discipline of lecturers and administrators were found to influence the effectiveness of the service. The study concludes that feature optimization, enhancement of digital literacy, and institutional support are key factors in improving the quality of digital-based academic services in higher education.

Author Biography

Muh. Irvan Nur Iva, Program Studi Administrasi Publik, Program Pascasarjana, Universitas Negeri Makassar

Sebagai layanan e-service yang belum lama digunakan, Penelitian ini bertujuan untuk menganalisis kualitas e-service pada aplikasi SEVIMA sebagai sistem pelayanan akademik di Politeknik Negeri Fakfak.Latar belakang penelitian ini didasarkan pada pentingnya efektivitas layanan digital dalam mendukung tata kelola akademik yang efisien dan transparan. Penelitian ini menggunakan pendekatan kualitatif dengan desain studi kasus. Data dikumpulkan melalui wawancara, observasi, dan dokumentasi, kemudian dianalisis menggunakan model analisis interaktif yang meliputi reduksi data, penyajian data, serta penarikan dan verifikasi kesimpulan. Hasil penelitian menunjukkan bahwa kualitas e-service SEVIMA secara umum dinilai baik, khususnya pada dimensi reliability dan assurance, namun masih perlu peningkatan pada user interface, responsiveness, dan customization. Selain itu, tingkat literasi digital pengguna serta kedisiplinan dosen dan admin turut memengaruhi efektivitas pelayanan. Penelitian ini menyimpulkan bahwa optimalisasi fitur, peningkatan literasi digital, dan dukungan kelembagaan menjadi faktor penting untuk meningkatkan kualitas layanan akademik berbasis digital di perguruan tinggi.

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Published

2025-12-26

How to Cite

Muh. Irvan Nur Iva, H, H., Rahayu, R., Andi Asrifan, & Ummi Kalsum Syam. (2025). Analisis Kualitas E-Service: Studi Kasus pada Layanan Berbasis Aplikasi SEVIMA di Politeknik Negeri Fakfak. Jurnal Ilmu Administrasi Negara, 22(2), 170–178. https://doi.org/10.59050/jian.v22i2.366

Issue

Vol. 22 No. 2 (2025): Desember: Jurnal Ilmu Administrasi Negara

Section

Articles