THE IMPLEMENTATION OF E-SERVICE QUALITY AND E-TRUST IMPLEMENTATION ON THE DECISION TO USE STATISTICAL SERVICES AT BPS GARUT DISTRICT

Abstract

This study aims to determine and analyze how the implementation of e-service quality and e-trust influences the decision to use statistical services at BPS Garut Regency. Currently, there is still a gap between user satisfaction and expectations of service quality and data quality. In addition, in the user satisfaction survey, a number of symptoms were found that indicate user dissatisfaction. The steps are: The research method used in this research is a quantitative research method. Based on data obtained with a sample of 122 people. Sampling conducted in this study was using the Nonprobability sampling technique, the sampling method was carried out using the purposive sampling method. Data analysis was carried out using SPSS 2.6 Software Based on the results of the study, it showed that overall user responses regarding e-service quality and e-trust and the decision to use services were in the Good criteria, this indicates that the BPS Web meets the expectations of users and is able to carry out its duties well. Hypothesis testing results. shows that there is a positive influence of e-service quality and e-trust on the decision to use both partially and simultaneously. It is recommended that all users of statistical services be more active in utilizing digital services provided by BPS Garut Regency, increase the speed of response, ensure that customer questions or complaints will be answered quickly.