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All Journal SEIKAT: Jurnal Ilmu Sosial, Politik dan Hukum International Journal of Social Sciences and Humanities
Dedi Afrizal
Universitas Maritim Raja Ali Haji, Indonesia
Arts Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Organizational Culture Transformation and Public Service Effectiveness: Evidence from the Investment and One-Stop Integrated Service Office of Riau Islands Province Munarmi Munarmi; Rudi Subiyakto; Dedi Afrizal
International Journal of Social Sciences and Humanities Vol. 4 No. 2 (2026): International Journal of Social Sciences and Humanities
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/ijssh.v4i2.2631

Abstract

Work culture is a strategic element in determining the effectiveness of public service delivery. The Investment and One-Stop Integrated Service Office of Riau Islands Province has experienced organizational transformation through the simplification of bureaucratic structures, digitalization of licensing services, and implementation of the Core Values of BerAKHLAK for civil servants. However, several challenges remain, including unequal digital competencies among employees, adaptation to functional positions, and consistency in implementing performance management systems. This study aims to analyze the work culture within the organization using Denison's Organizational Culture Theory. A qualitative descriptive approach was employed through interviews, observations, and document analysis. The findings indicate that employee involvement has improved through functional positions, although competency development remains uneven. Organizational consistency is supported by the implementation of BerAKHLAK values, yet coordination among units still requires strengthening. Adaptability has increased through digital service transformation, but technological mastery remains a challenge for some employees. The mission dimension demonstrates that employees generally understand organizational objectives related to investment and licensing services. The study concludes that the organizational work culture is progressing toward a more adaptive, professional, and service-oriented culture, although continuous efforts are needed to strengthen collaboration, digital competencies, and organizational integration.
Enhancing Public Service Quality Through Digital Licensing Innovation: A Servqual Analysis Of The Sijarimu Application In The Riau Islands Province Liza Novianty; Edy Akhyari; Dedi Afrizal
SEIKAT: Jurnal Ilmu Sosial, Politik dan Hukum Vol. 5 No. 3 (2026): SEIKAT: Jurnal Ilmu Sosial, Politik dan Hukum, Juni 2026
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/seikat.v5i3.2783

Abstract

Transformasi digital dalam pelayanan publik mendorong pemerintah untuk menghadirkan layanan perizinan yang lebih efektif dan mudah diakses masyarakat. Penelitian ini bertujuan menganalisis kualitas pelayanan perizinan melalui aplikasi Sijarimu pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Provinsi Kepulauan Riau. Penelitian menggunakan metode kualitatif deskriptif dengan pendekatan teori Service Quality (SERVQUAL) yang meliputi tangibles, reliability, responsiveness, assurance, dan empathy. Data dikumpulkan melalui wawancara, observasi, dan dokumentasi, kemudian dianalisis menggunakan model Miles dan Huberman. Hasil penelitian menunjukkan bahwa aplikasi Sijarimu telah membantu meningkatkan kemudahan akses, efisiensi proses pelayanan, serta transparansi perizinan. Kualitas pelayanan pada dimensi tangibles, responsiveness, assurance, dan empathy dinilai cukup baik, sementara pada dimensi reliability masih ditemukan kendala teknis dan integrasi sistem yang belum optimal. Selain itu, rendahnya literasi digital sebagian masyarakat dan keterbatasan jaringan internet masih menjadi hambatan dalam pemanfaatan layanan. Penelitian menyimpulkan bahwa aplikasi Sijarimu berkontribusi positif terhadap peningkatan kualitas pelayanan perizinan, namun memerlukan penguatan infrastruktur teknologi, peningkatan kompetensi sumber daya manusia, dan optimalisasi integrasi sistem untuk mendukung pelayanan publik yang lebih efektif.
Co-Authors Edy Akhyari Liza Novianty Munarmi Munarmi Rudi Subiyakto