EVALUASI SISTEM PEMERINTAHAN BERBASIS ELEKTRONIK (SPBE) DOMAIN LAYANAN PUBLIK PADA DINAS PARIWISATA KABUPATEN KUPANG

Abstract

The implementation of the Electronic-Based Government System (SPBE) has become an important strategy for improving the quality, efficiency, transparency, and accountability of public services in Indonesia. However, the effectiveness of SPBE implementation depends on the maturity of its governance and the integration of digital services across government institutions. This study aims to evaluate the implementation of the SPBE public service domain at the Kupang Regency Tourism Office based on the SPBE maturity assessment framework. A mixed-methods approach was employed by integrating quantitative and qualitative data. Quantitative data were collected through a 24-item questionnaire distributed to 66 respondents consisting of government employees, tourists, and tourism business actors, while qualitative data were obtained through interviews, observations, and documentation to support and explain the quantitative findings. The quantitative data were analyzed using a five-point Likert scale, whereas qualitative data were analyzed descriptively through data reduction, data presentation, and conclusion drawing. The results indicate that the SPBE public service domain achieved an index score of 3.17 (63.40%), categorized as Fair and corresponding to Maturity Level 3 (Defined). The highest score was achieved in electronic government administration services, while public complaint services, system interoperability, and service integration obtained the lowest scores. These findings suggest that SPBE implementation has been established but has not yet been fully integrated across the public service process. Therefore, strengthening system interoperability, improving electronic complaint services, and enhancing service integration are recommended as priority strategies to improve the quality, effectiveness, and sustainability of digital public services at the Kupang Regency Tourism Office.