RIAU PROVINCE TOURISM WEBSITE IMPROVEMENT PROGRAM USING E-GOVQUAL AND IMPORTANCE PERFORMANCE ANALYSIS METHODS

The Riau Province Tourism Office implements E-Government by building a website as a media public relations. This website is used to provide information on tourist destinations, facilities and news about Riau Province. Previously this website had never been evaluated so that the community's assessment of the quality of the Riau Province Tourism service site was unknown. For this reason, this study aims to analyze the service quality of the Riau Province Tourism Office website based on the perception or point of view of its users, in this case especially the people of Riau Province using the Electronic Government Quality (E-GovQual) and Importance Performance Analysis (IPA) methods. To assess the service quality of the Riau Province Tourism Office website using 6 dimensions and 28 E-GovQual attributes. The results of this study show that the total value of the performance score is Likert 3 (good) which is 3.30, the value of importance is 3.27, and the gap between performance and importance is 0.002 or > 0. The results of this study indicate that service performance has met the interests user. Thus the overall performance of the Riau Province Tourism Office website service is good and has fulfilled the interests of users. Furthermore, from the results of the IPA analysis, 7 attributes (EU1, TR1, FIE2, EU2, TR3, CS2, CAI3) are obtained with top priority and 5 attributes (EU3, FIE1, RB3, CA12, TR2) that need to be improved.


INTRODUCTION
Modern information technology advancements have a huge impact, notably on communication and information [1].In instance, the development of information technology led to the creation of the internet, which might improve the field of public relations by enabling the creation of websites [2].Information technology use can increase effectiveness, accountability, transparency, and efficiency.The sector of tourism and culture is one area where information technology has transformed [3] [4].
To give information about tourist locations, amenities, and news about Riau Province, the Riau Province Tourism Office has a website that can be visited through tourism.riau.go.id.The information system, which includes the Home menu, Gallery News, Travel, Profile, Documents, and Contacts menu, is available on the website tourism.riau.go.id.This website is one of the marketing tools that assists in achieving the goal of increasing the number of visitors to Riau Province from both within and outside the city in order to boost regional income.
The tourism office's use of information technology is anticipated to result in the best possible service for the neighborhood [5].According to Presidential Instruction No. 3 of 2003, every government is required to use the system and conduct ongoing assessments to establish excellent IT governance or E-Government [6].By leveraging information technology, e-government is applied to enhance work processes and management systems in government [7].
The tourism.riau.go.id website had never been reviewed, it was determined after speaking with employees of the Riau Province Tourism Dianas.The community's opinion of the Riau Province Tourism service site's quality is therefore unknown.The government uses the assessment of community satisfaction with public services as a standard to judge the success or effectiveness of e-government [8].Evaluation is both a service and a means of improvement.The regional rule on public services number 9 of 2012 mandates that the government conduct performance reviews on a regular basis to raise the standard of public services [9].
In measuring the quality of the website there are many kinds of methods that can be used.As in previous studies conducted by Purwanto [10] with the title "Evaluation of APEKESAH Service Quality Version 3 Using the e-Govqual Method and Importance Perfromance Analysis (IPA) (Case Study: Batam City Communication and Informatics Office)", then research conducted by Wijatmoko & Siregar [11] with the title "Evaluation of IT Service

Management
(ITSM) Using e-GovQual Dimensions", and research by Septa [12] with the title "Analysis of E-Government Service Quality with a Modified E-GovQual Approach".
The E-Govqual method is thought to be appropriate for use in website analysis for the Riau Province Tourism Office based on a number of previous studies.E-Govqual is a technique created to gauge how well the public thinks of government websites' ability to provide services [13].
E-Govqual is a dimensional framework developed from the findings of numerous research on the effectiveness of e-government that is used to rate the caliber of services [14].E-Govqual conceptualizes and quantifies the magnitude of a number of characteristics in order to assess the quality of e-government services [15].The six factors or qualities that make up e-Govqual are effectiveness/ease of use, reliability, content and appearance of information, citizen support, and functionality of the interaction environment [16].
E-Govqual was selected as the method for this study because it contained variables such as issues with the implementation of the tourism.riau.go.id website, including the menu malfunctioning for the Indonesian Ministry of Tourism, hacker activity that threatens user data security, unfavorable and interactive layout, does not match the active menu with the menu that is running, and gets incomplete information.Additionally, in 2020, the average monthly number of website visitors has declined, showing a decline in the public's interest in the website, which is one of the criteria supporting the successful implementation of the website.
This study used the E-Govqual approach to assess the Riau Province Tourism Office's website quality based on the perception or point of view of its users, who in this case are mostly Riau Province locals.Calculating the value of the E-Govqual variables utilized reveals the degree of quality.The Importance Performance Analysis (IPA) approach will be used to examine the measurement findings using the E-GovQual method to identify attributes that require recommendations for improvement [17].Based on a user-perceived evaluation of the service's quality, the IPA approach bases its evaluation analysis at the level of importance and level of performance [18].Use quadrant analysis to determine the aspects of E-GovQual services based on their priority scale that need improvement [19].
The outcomes of the quality level analysis are used as the foundation for developing the service to identify factors that have fulfilled user expectations and those that can be improved.
Based on the previously mentioned context, the authors alter the title to "Riau Province Tourism Office Website Improvement Program Using the E-Govqual Method and Importance Performance Analysis."

RESEARCH METHODS
The research strategy will be used, as shown in Image 1 below.

Image 1. Research Stage
The following is an explanation of the research method:

Formulation of the Problem
How to evaluate the Riau Province Tourism Office website's quality based on the perception or point of view of its users, in this case particularly the people of Riau Province, using the E-GovQual and IPA techniques, is the formulation of the problem that will be addressed in this study.

Determining the Research Model
The E-Govqual technique, which comprises of six dimensions, was used to determine the research model for this study.These six factors were effectiveness/ease of use, reliability, trustworthiness, information content and presentation, citizen support, and interaction environment functionality.

Data Collection
To gather accurate and comprehensive data, conduct direct observations and interviews with the Riau Province Tourism Office.using the media google form to distribute surveys to respondents, each of which includes a question based on the E-GovQual variable.People from Riau Province who had visited the website http://www.tourism.riau.go.id/ were the respondents in this study.
Using the probability sampling technique, samples were drawn at random during the sampling process.A sampling method known as probability sampling gives every member of the population an equal chance of being chosen.100 website visitors that responded to the survey form make up the sample in this study. (1)

Data Processing
The chosen data is evaluated for validity and trustworthiness.When processing data, statistical analysis tools or tools in the form of tools are utilized in the SPSS 23 application.The data's accuracy and dependability are evaluated using this program.Further analysis will be based on the results of this data processing, and this program also searches the responses to the sent questions to calculate the percentage of each question item.

Validity test formula
Information: r = instrument reliability k = number of question items = number of item variations t = total variation

Analyze Data
At this point, activities are being done to gauge website users' levels of satisfaction.After performing validity and reliability tests, the first step is to process the data that was collected through the distribution of the questionnaire.The user adaption solution model method was used to develop the questions on the Likert scale.This strategy depends on six factors: effectiveness/ease of use, trust, reliability, the information's content and appearance, citizen support, and the interaction environment's functionality.

Conclusions and Recommendations
According on the findings of their analysis of website users' levels of satisfaction, the researchers offered comments and recommendations to the Riau Province Tourism Office after processing the data.

Research Variable
Indicators were developed based on the E-GovQual model, which has six variables, as shown in Table 1 below: Employees can quickly answer user questions

FIE1
There is a truncated calculation on the form FIE2 Adequate response format From Table 1, 24 research variable attributes were used in this study, including: the Ease of Use variable used 4 attributes, Trust variable with 4 attributes, Reliability variable with 5 attributes, Content and Appreance of Information variable with 9 attributes, Citizen Support variable with 4 attributes, and the Functionality of the Interaction Environment variable with 2 attributes.

Based on the E-GovQual method consisting of Image 2. Research Hypothesis
The research hypothesis is an assumption or quick fix for the issue as it has been defined.The intended hypothesis will be tested in an effort to refute it.The study's hypothesis is as follows: H1: Effectiveness and Usability, which impacts how easily users may access the internet services of the Riau Province Tourism Office H2: Trust affects public confidence in e-government with regard to the absence of danger of harm or uncertainty during the online service process from the website of the Riau Province Tourism Office.H3: Reliability has an impact on how well the Riau Province Tourism Office website delivers accurate and timely information.H4: Information Presentation, User-provided information presentation comprises website page size, graphics, and color accuracy.H5: Citizen Support, which helps users locate information about services offered by the website of the Riau Province Tourism Office.H6: User help during the form-filling process, accessibility, convenience, and functionality of the interaction environment.

Characteristics of Respondents
Following are the characteristics of the respondents in this study:  1 and Figure 3 show that there were more males than women who responded, with men responding with 59 persons and women responding with 41 people and a percentage of 41% respectively.4 show that, as a percentage, up to 58 users (58%), occasionally 35 users (35%), and infrequently 7 users (7%), access the website.

Validity Test
The statistical program SPSS 24 was utilized for the study's validity test.The research instrument has a 95% accuracy rate and an error rate of up to 5%, according to the validity test, which employed a significance value of 95% with an error rate of 5%.Data collection for this study involved social observation of user perceptions of the website service provided by the Riau Province Tourism Office.The results of the validity test on the survey responses from the 100 respondents in Table 3 are listed below.(1) The value of r count (pearson correlation) is derived from the correlation of each attribute (EU1, EU2, EU3, and EU4) to the sum of all ease of use variables based on the validity test that has been conducted on the Ease of Use (EU) variable.The total number of samples used in this instrument test was (N) = 30, with df = N-2, or 28 degrees of freedom.It is well known that the significance threshold for a two-way test with a 0.05% error rate is 0.361 and the distribution point r table with df = 28.The ease of use variable, which consists of the four attributes EU1, EU2, EU3, and EU4, has passed the validity test because its r count value is higher than its r table value.
(2) Based on the results of the Trust (TR) variable's validity test, the value of the r count (pearson correlation) is calculated by correlating each attribute (ATR1, ATR2, ATR3, and ATR4) with the sum of all the trust variables.The total number of samples used in this instrument test was (N) = 30, and there were 28 degrees of freedom.The significance level for a two-way test of 0.05% and the distribution point of the r table with df = 28 are both known to be 0.361.The trust variable, which consists of the four characteristics (ATR1, ATR2, ATR3, and ATR4), has passed the validity test because the estimated r value is higher than the r table value.
(3) The value of r count (pearson correlation) is derived from the correlation of each attribute (RB1, RB2, RB3, RB4, and RB5) to the sum of all Reability variables based on the validity test that has been conducted on the Reability (RB) variable.The total number of samples used in this instrument test was (N) = 30, and there were 28 degrees of freedom.It is well known that the significance threshold for a twoway test with a 0.05% error rate is 0.361 and the distribution point of the r table with df = 28.The reliability variable, which consists of five attributes (RB1, RB2, RB3, RB4, and RB5), passed the validity test because its r count value was higher than its r table value.As a result, the reliability variable's validity test was deemed to be successful.
(4) Based on the validity test that has been performed on the content and appearance of the information variables, the value of r count (pearson correlation) is derived from the correlation of each attribute (CAI1, CAI2, CAI3, CAI4, CAI5, CAI6, CAI7, CAI8, and CAI9) to the sum of all content and appearance variables of the information.The total number of samples used in this instrument test was (N) = 30, and there were 28 degrees of freedom.The significance level for a two-way test of 0.05% and the distribution point of the r table with df = 28 are both known to be 0.361.The outcome of the validity test of the information variables' appearance and content, consisting of nine attributes (CAI1, CAI2, CAI3, CAI4, CAI5, CAI6, CAI7, CAI8, and CAI9), is that the variables are valid because their r count value exceeds their r table value.
(5) Based on the results of the Citizen Support variable's validity test, the correlation between each attribute (CS1, CS2, CS3, and CS4) and the sum of all citizen support variables yields the value of r count (pearson correlation).The total number of samples used in this instrument test was (N) = 30, and there were 28 degrees of freedom.It is well known that the significance threshold for a two-way test with a 0.05% error rate is 0.361 and the distribution point of the r table with df = 28.The citizen support variable, which has nine characteristics (CS1, CS2, CS3, and CS4), has passed the validity test because its r count value is higher than its r table value.As a result, the variable is recognized as valid.(6) The value of r count (pearson correlation) is derived from the correlation of each attribute (FIE1 and FIE2) to the sum of all functionality of the interaction environment variables based on the validity test that has been conducted on the Functionality of the Interaction Environment (FIE) variable.The total number of samples used in this instrument test was (N) = 30, and there were 28 degrees of freedom.It is well known that the significance threshold for a two-way test with a 0.05% error rate is 0.361 and the distribution point of the r table with df = 28.The functional variable of the interaction environment, which consists of two attributes, namely (FIE1, and FIE2), has passed the validity test when the r count value is more than the r table value, and is therefore recognized as legitimate.

Reliability Test
A questionnaire-based test called a reliability test is used to evaluate the consistency of measurement devices.The purpose of the reliability test was to ascertain whether the research instrument would remain reliable after repeated use.The validity test in this study utilized SPSS 24 statistical software by calculating the Cronbach Alpha value for each variable.The reliability test in this study computed the value using the statistical program SPSS 24.If the Cronbach Alpha value is greater than 0.6, the variable is considered reliable; if the value is lower than 0.6, it is considered unreliable.Based on the results of the reliability test, it can be concluded that the six variables are characteristically dependable because they meet the criteria for being deemed reliable, namely a Cronbach Alpha > 0.6.

E-GovQual Analysis Results
The purpose of this analysis was to calculate the average value of the performance and importance of the 28 determined qualities in order to determine the value of the gap between the perceived service performance and the importance of the service.The performance of the service satisfies the user's interests if the gap value is positive (+) or greater than 0. If the gap's value is negative (-) or zero, it means that the service's performance did not satisfy the user's interests.Based on Table 5, the average gap value for each E-GovQual variable is shown.The overall value at the performance level above a 3 (good) Likert score is 3.30.This indicates that the website service provided by the Riau Province Tourism Office in this instance is already performing well from the user's perspective.While the overall value at the significance level is 3.27.These findings lead to a gap (GAP) of 0.02 or greater between the average performance value and the average interest value.As a result, the general functionality of the online service provided by the Riau Province Tourism Office satisfies users' needs.

Importance Performance Analysis
In order to ascertain whether the performance of the services offered is consistent with the user's degree of interest, this study used IPA analysis.Suitability analysis and quadrant analysis are components of IPA analysis.The proportion of conformity between the average value of performance and the average value of interest is 100.72%, or greater than 100%, according to Table 6.As a result, the overall functionality of the online service provided by the Riau Province Tourism Office satisfied the user's needs.

Table 1 .
Research Variables

Table 1 .
Characteristics of Respondents by Gender

Table 2 .
Characteristics of Respondents Based on How Often to Access the Website

Table 2 and
Figure

Table 4 .
Variable Reliability Statistics

Table 5 .
Analysis of e-GovQual

Table 6 .
IPA Analysis Results