Portal Peduli WNI merupakan platform tunggal dan terintegrasi milik Direktorat Pelindungan WNI Kementerian Luar Negeri yang berfungsi sebagai sarana bagi WNI di luar negeri untuk memperoleh pelayanan dan pelindungan. Namun, implementasinya masih ditemukan beberapa kendala, seperti fitur yang belum optimal, lambatnya proses layanan, dan terbatasnya aksesibilitas website. Penelitian ini bertujuan menggambarkan kualitas layanan Portal Peduli WNI dari sudut pandang pengguna. Penelitian ini menggunakan teori e-Government Quality oleh Papadomichelaki & Mentzas (2012) yang terdiri dari empat dimensi, yaitu efficiency, trust, reliability, dan citizen support. Pendekatan yang digunakan adalah kuantitatif dengan teknik pengumpulan data mixed methods, melalui penyebaran kuesioner di sejumlah media sosial kepada 104 responden, wawancara mendalam, dan studi kepustakaan. Hasil penelitian menunjukkan bahwa kualitas layanan e-Government pada Portal Peduli WNI termasuk dalam kategori sedang. Ketiga dimensi e-GovQual, yakni efficiency, trust, dan citizen support mendapatkan penilaian dalam kategori baik, sementara reliability memperoleh penilaian sedang. Oleh karena itu, masih terdapat aspek yang perlu diperbaiki untuk meningkatkan kualitas layanan Portal Peduli WNI.

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Portal Peduli WNI is a centralized and integrated platform owned by the Directorate of the Protection of Indonesian Citizens, Ministry of Foreign Affairs, serving as a medium for Indonesian citizens abroad to access public services and consular protection. However, its implementation still faces several challenges, such as suboptimal features, slow service processes, and limited website accessibility. This study aims to describe the service quality of Portal Peduli WNI from the users’ perspective. The research applies the e-Government Quality theory by Papadomichelaki & Mentzas (2012), which consists of four dimensions: efficiency, trust, reliability, and citizen support. A quantitative approach was used with mixed methods data collection techniques, including a questionnaire distributed through various social media platforms to 104 respondents, in-depth interviews, and literature studies. The results of this study indicate that the quality of e-Government services on the Peduli WNI Portal is categorized as moderate. Three dimensions—efficiency, trust, and citizen support received positive assessments, while the reliability dimension was rated as moderate. Therefore, there are still aspects that need to be improved to enhance the service quality of Portal Peduli WNI.