PENERAPAN SEM PADA ANALISIS PENGARUH KUALITAS
LAYANAN SIDJP TERHADAP KEPUASAN PENGGUNA
(STUDI KASUS : KPP PRATAMA PALEMBANG SEBERANG
ULU)
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Institusion
Universitas Islam Negeri Raden Fatah Palembang
Author
KALSUM, UMI
Subject
Ilmu Teknik, Engineering
Datestamp
2021-09-20 06:49:25
Abstract :
This study analyzes the service quality and user satisfaction with the directorate general tax information system at the KPP Pratama Palembang Seberang Ulu office, then looks for the influence of service quality on user satisfaction by using the approach of structural equation modeling (SEM). SEM is a multivariate analysis that is used to analyze the relationships between variables. SEM analysis has seven stages, namely: the development of theoretical models, development of path diagrams, conversion of path diagrams to structural equations, selecting input and type of estimation matrices, identifying models, assessing the criteria for goodness of fit, modifying and interpreting results. One software that can be used is Lisrel. The quality of services to be measured using the servqual method consists of Tangible, Reliability, Responsiveness, Assurance, Empathy. While user satisfaction is measured using the EUCS method which consists of Content, Accuracy, Format with, Ease of Use and Timeliness. Data were obtained from 98 respondents by filling out a questionnaire. The model after experiencing several stages has met the criteria of goodness of fit with the value of producing CFI> = 0.95. Then interpreting the influence by looking at the value of t-count> 1.96. Based on the results of these tests it can be concluded that service quality has an effect on user satisfaction.
This study analyzes the service quality and user satisfaction with the directorate general tax information system at the KPP Pratama Palembang Seberang Ulu office, then looks for the influence of service quality on user satisfaction by using the approach of structural equation modeling (SEM). SEM is a multivariate analysis that is used to analyze the relationships between variables. SEM analysis has seven stages, namely: the development of theoretical models, development of path diagrams, conversion of path diagrams to structural equations, selecting input and type of estimation matrices, identifying models, assessing the criteria for goodness of fit, modifying and interpreting results. One software that can be used is Lisrel. The quality of services to be measured using the servqual method consists of Tangible, Reliability, Responsiveness, Assurance, Empathy. While user satisfaction is measured using the EUCS method which consists of Content, Accuracy, Format with, Ease of Use and Timeliness. Data were obtained from 98 respondents by filling out a questionnaire. The model after experiencing several stages has met the criteria of goodness of fit with the value of producing CFI> = 0.95. Then interpreting the influence by looking at the value of t-count> 1.96. Based on the results of these tests it can be concluded that service quality has an effect on user satisfaction.
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