Evaluasi Kualitas Layanan E-Government Menggunakan Metode E-GOVQUAL, Importance Performance Analysis (IPA) dan Heuristic Evaluation (Studi Kasus Desa Kendal, Kecamatan Kendal, Kabupaten Ngawi)

The implementation of e-Government is one of the government’s efforts to enhance the quality of public services digitally. This study aims to evaluate the quality of e-Government services on the Kendal Village website using the e-Govqual, Importance Performance Analysis (IPA), and Heuristic Evaluation methods. The e-Govqual method analyzes service quality based on five main dimensions: ease of use, trust, reliability, content and appearance, and citizen support. The IPA method helps determine improvement priorities based on the importance and performance of services. Meanwhile, Heuristic Evaluation provides design improvement recommendations based on heuristic principles. The study results reveal eight service attributes requiring improvement, focusing on security, navigation, device compatibility, and information completeness. Recommendations are provided to enhance the website’s efficiency and user experience. This study is expected to serve as a reference for improving e-Government services at the village level.