TEMATICS | Technology Management and Informatics Research Journals Vol. 5 No. 2 2021 Submitted 09-04-2021; Revised 01-05-2021; Accepted 12-05-2021 251 TEMATICS | Technology Management and Informatics Research Journals are licensed under a Creative Commons Attribution 4.0 International License E-GOVQUAL TESTING TECHNIQUE ON THE QUALITY OF SERVICE OF ONLINE RESIDENCE PERMIT REGISTRATION APPLICATION (APITO) AT NGURAH RAI IMMIGRATION OFFICE TEKNIK PENGUJIAN E-GOVQUAL TERHADAP KUALITAS PELAYANAN APLIKASI PENDAFTARAN IZIN TINGGAL ONLINE (APITO) DI KANTOR IMIGRASI NGURAH RAI DOI:10.52617/tematics.v3i2.349 Rasona S Akbar 1 , Gunawan 2 , Putu Maha Permana Aditya 3 Politeknik Imigrasi Kementerian Hukum dan Hak Asasi Manusia RI Email : akbarrasonna@gmail.com 1 , gunawan.arinur@gmail.com 2 , mahapermana70@gmail.com 3 Abstrak Penerapan new normal yang dilakukan pemerintah menjadi tanda dibukanya kembalipelayanan izin tinggal keimigrasian dalam tatanan kenormalan baru. Dengan dibukanya pelayanan izin tinggal kembali, akan berakibat timbulnya antrian di kantor imigrasi di masapandemi. Menanggulangi hal tersebut, Maka dari itu Kantor Imigrasi Kelas I Khusus TPI Ngurah Rai melakukan pemanfaatan teknologi informasi melalui aplikasi berbasis websiteyang diberi nama Aplikasi Pendaftaran Izin Tinggal Online (APITO. Penelitian ini bertujuan untuk mengetahui tentang gambaran umum APITO serta mengukur kualitas pelayanan APITO. Metode penelitian yang digunakan pada penelitian ini adalah metode kuantitatif dengan teknik pengujian Electronic Government Quality (E-Govqual) yang dilihat dari perbandingan kesenjangan (gap) antara nilai persepsi dengan nilai harapan pengguna APITO. Hasil dari penelitian ini menunjukan bahwa APITO merupakan sebuahaplikasi yang memudahkan pemohon untuk mendapat jadwal kedatangan ke Kantor Imigrasi serta memudahkan pegawai mengontrol jumlah pemohon yang akan dilayani. Selain itu, kualitas pelayanan APITO dikatakan bermutu pada indikator dukungan masyarakat (citizen support) dengan rata-rata nilai analisis gap sebesar 0,08, sedangkan dikatakan kurang bermutu pada indikator efisiensi (efficiency) dengan rata-rata nilaianalisis gap sebesar -0,50, kepercayaan (trust) rata-rata nilai analisis gap sebesar -0,09, dankeandalan (reliability) rata-rata nilai analisis gap sebesar 0,16. Kata kunci : APITO, E-Govqual, Kualitas pelayanan Abstract The implementation of the new normal carried out by the government is a sign of the reopening of immigration residence permit services in the new normal order. With the opening of the residence permit service again, it will result in queues at immigration offices in the pandemic period. Overcoming this, therefore the Immigration Office (Class I Special) Ngurah Rai utilization of information technology through a website-based application called Online Residence Permit Registration Application (APITO). This research aims to find out about the general picture of APITO and measure the quality of APITO services. The research method used in this study is a quantitative method with Electronic Government Quality (E-Govqual) testing technique that is seen from the comparison of gap between perception values and apito user expectation values. The results of this study show that APITO aims to make it easier for applicants to get a scheduled arrival to the Immigration Office and make it easier for employees to control thenumber of applicants to be served. In addition, apito service quality is said to be quality on community support indicators (citizen support) with an average gap analysis value of 0,08,while it is said to be less quality on efficiency indicators with an average gap analysis valueof -0,50, trust (trust) average gap analysis value of - 0,09, and reliability (reliability) average gap analysis value of 0,16. Keywords: APITO, E-Govqual, Service Quality