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Analisis Kualitas Layanan Informasi Live Chat Tawk.to Dengan Model E-Service Quallity Di KPU Bea Dan Cukai Tipe A Tanjung Priok

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The rapid advancement of digital technology has driven government institutions to
enhance the speed, efficiency, and accuracy of their information services. The
Tanjung Priok Type A Customs and Excise Office adopted the Tawk.to application for
live chat services to provide online information to its users. However, the high volume
of requests, coupled with limited infrastructure and resources, resulted in many
conversations going unattended. This study aimed to assess the quality of information
services via Tawk.to using the E-Service Quality model, which includes dimensions
such as efficiency, fulfilment, system availability, and privacy. The research utilized a
descriptive qualitative approach, employing data collection methods such as in-depth
interviews, observation, and documentation studies with service officers, users, and
academics. The findings revealed that while the Tawk.to application offers easy and
fast access to services, issues such as long waiting times, insufficient staffing, and the
absence of automation features persist. As a result, enhancing technical capabilities
and increasing human resources are essential to improving the quality of online
information services.

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Availability

Detail Information

Series Title

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Call Number

SKR AP 2025

Publisher

Jakarta : Institut STIAMI., 2025

Collation

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Language

Indonesia

ISBN/ISSN

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Classification

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Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

E-Service Quality
Tawk.to
Live Chat
Information Service
Customs and Excise

Specific Detail Info

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Statement of Responsibility

Dr. Supriyono, SE. M.Ak

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