Pengaruh Penerapan Teknologi Informasi terhadap Kualitas Pelayanan di Dinas Ketenagakerjaan Kota Medan

Abstract

This study aims to examine the influence of information technology implementation through the SARANA system on service quality at the Manpower Office of Medan City. The background of this research is based on the growing demand for fast, efficient, and digitally integrated public services. This study adopts a quantitative approach using purposive sampling with 80 respondents who have received services via the SARANA system. The research instrument was a Likert-scale questionnaire comprising four indicators of information technology: system accessibility, processing speed, information accuracy, and data security; as well as four indicators of service quality: service speed, procedural ease, staff attitude, and user satisfaction. The results of a simple linear regression analysis showed that the implementation of information technology had a positive and significant effect on service quality, as evidenced by a t-test significance value of 0.000 and an R² value of 0.496. This means that 49.6% of the variation in service quality can be explained by the SARANA system. Therefore, the implementation of public information systems such as SARANA needs to be optimized to improve the quality of services delivered to the public.