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All Journal Al-Kharaj: Journal of Islamic Economic and Business Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS)
Elvianus Laoli
Sekolah Tinggi Ilmu kepolisian, Jakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Public Service Quality: A Study on the Integrated Police Service Center (SPKT) at Polres Metro Jakarta Pusat (SERVQUAL) Lenina Olin; Oscarius Yudhi Ari Wijaya; Novi Indah Earlyanti; Elvianus Laoli
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 2 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i2.10195

Abstract

The quality of public services provided by the Integrated Police Service Center (SPKT) of the Central Jakarta Metro Police can be assessed by examining the gap between public perceptions and expectations of the services delivered. SPKT represents a core functional unit within the police institution and serves as the frontline of police services, playing a crucial role in shaping public perceptions of institutional professionalism and legitimacy. Based on this context, the main issue addressed in this study concerns the extent to which the quality of SPKT services meets the ideal standards expected by the community. The analysis in this study is grounded in two main theoretical frameworks, namely New Public Management and Service Quality Theory, with the SERVQUAL model—comprising five dimensions: tangibles, reliability, responsiveness, assurance, and empathy—used as the analytical approach. This study adopts a quantitative approach, employing a survey method involving 150 respondents. The findings indicate that all SERVQUAL dimensions show a statistically significant relationship between perceptions and expectations (p < 0.05). Although the perception scores fall within a good category (above a score of 4), all dimensions still exhibit negative gaps. The tangibles dimension shows the largest gap, while responsiveness is the closest to meeting public expectations.
Gap Analysis of Public Perceptions and Expectations on Service Quality of the Women and Children Protection Unit (PPA) at the Criminal Investigation Division of Cirebon City Police Using the SERVQUAL Approach Agustinus Ronald Tri Cahya Waine; Oscarius Yudhi Ari Wijaya; Novi Indah Erlyanti; Elvianus Laoli
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 2 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i2.10196

Abstract

The Women and Children Protection Unit (PPA) of Polresta Cirebon faces a high number of cases of violence against women and children, requiring responsive, empathetic, and professional services. This study aims to analyze the gap between public perception and expectation of PPA service quality using the SERVQUAL approach as a basis for evaluation and service improvement. This research employs SERVQUAL theory, the concepts of public perception and expectation, principles of women and child protection, and police transformation. The study uses a quantitative approach with a survey method through questionnaires to measure public perception and expectation of the PPA Unit services at Sat Reskrim Polresta Cirebon based on five SERVQUAL dimensions, then analyzed using gap analysis and quadrant mapping to determine service improvement priorities. The research findings are as follows: 1) Public perception of PPA services: Tangibles 3.12; Reliability 2.90; Responsiveness 2.96; Assurance 2.97; Empathy 3.06, indicating services are fairly good but not yet optimal; 2) Public expectation of services: Tangibles 4.55; Reliability 4.55; Responsiveness 4.58; Assurance 4.62; Empathy 4.63, indicating very high public expectations; 3) Gap between perception and expectation: Tangibles -1.43; Reliability -1.65; Responsiveness -1.62; Assurance -1.65; Empathy -1.57, showing service quality is below expectations; 4) Dimensions with the largest gaps are Reliability -1.65 and Assurance -1.65, with improvement priorities on service consistency, procedural clarity, professionalism, and safety; 5) All dimensions have negative gaps, with improvement priorities on reliability, assurance, and empathy, while aspects such as responsiveness, procedural clarity, and professionalism need to be maintained. The study concludes that the service quality of the PPA Unit at Satreskrim Polresta Cirebon is fairly good but still below expectations, with the largest gaps in reliability and assurance, requiring priority improvements in consistency, professionalism, safety, and staff empathy
Transformation Of Korbrimob Intelligence Functions In The Effort Of Polri Operational Reform In Handling The Papua Armed Criminal Group (Kkb) Conflict: A Study Of Local Papuan Community Perceptions Of Korbrimob Intelligence Listra Kogoya; Novi Indah Earlyanti; Oscarius Yudhi Ari Wijaya; Elvianus Laoli
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 2 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i2.10198

Abstract

This study examines the transformation of the intelligence function of the Mobile Brigade Corps (Korps Brimob/Korbrimob) within the framework of the Indonesian National Police’s (Polri) Operational Reform in handling conflicts involving Armed Criminal Groups (Kelompok Kriminal Bersenjata/KKB) in Papua. The main focus of the research is the perception of local Papuan communities toward the performance of Korbrimob’s intelligence, particularly in the implementation of a humanistic and intelligence-based approach.. This research employs the theories of bureaucratic reform, intelligence theory, SWOT analysis, conflict theory, and the concept of trust as analytical frameworks. The method used is a case study method with a qualitative research approach. Primary data were obtained through interviews with key informants, while secondary data were collected from relevant supporting documents.. The findings indicate that the transformation of Korbrimob’s intelligence function has marked a paradigm shift from a repressive approach to a more predictive, preventive, and humanistic approach. Public perceptions of the intelligence function vary and are influenced by historical experiences of conflict, social trauma, and the implementation of approaches based on dialogue and respect for local values. The success of this transformation is strongly influenced by supporting factors such as the professionalism of personnel, accountability, and community involvement, while also being constrained by challenges including structural inequalities, policy inconsistencies, and limited resources. In conclusion, the transformation of Korbrimob’s intelligence function plays a strategic role in managing KKB conflicts in Papua and in increasing public trust. This transformation serves not only as a security instrument but also as a means of strengthening state legitimacy and social integration in conflict areas, through a professional, humanistic, and community-oriented approach.
Strategi Kerjasama Polres Karawang dan Masyarakat dalam meningkatkan Partisipasi melalui Aplikasi Lapor Pak Kapolres Kadek Diva Firman Adinata; Elvianus Laoli; Novi Indah Earlyanti; Oscarius Yudhi Pratama
Jurnal Manajemen Pendidikan dan Ilmu Sosial Vol. 7 No. 3 (2026): Jurnal Manajemen Pendidikan dan Ilmu Sosial (April - Mei 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v7i3.8302

Abstract

Penelitian ini memfokuskan analisis pada tiga pokok permasalahan, yaitu: strategi kerja sama antara Polres Karawang dan masyarakat dalam pelaksanaan Program Lapor Pak Kapolres dan upaya penguatan kemitraan untuk meningkatkan partisipasi publik dalam pemeliharaan keamanan dan ketertiban masyarakat (Kamtibmas).Teori yang digunakan sebagai pisau analisis dalam penelitian ini meliputi Teori Pemolisian Masyarakat (Polmas), dan Teori Reformasi Birokrasi, Penelitian ini menggunakan pendekatan kualitatif, data primer diperoleh melalui wawancara dengan Kapolres, Wakapolres, Kabag Ops, Kasi Humas, operator Lapor Pak Kapolres, Bhabinkamtibmas, serta tokoh masyarakat. Data sekunder diperoleh melalui studi dokumen dan observasi terhadap pelaksanaan program. Analisis data dilakukan melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan secara sistematis. Hasil penelitian menunjukkan bahwa Program Lapor Pak Kapolres telah merefleksikan implementasi prinsip Polmas melalui kemudahan akses pelaporan, komunikasi dua arah, serta penekanan pada kecepatan dan kepastian tindak lanjut. Program ini juga mencerminkan upaya reformasi birokrasi melalui perubahan pola pikir aparatur terhadap aduan masyarakat, penguatan transparansi, dan pemanfaatan media digital sebagai sarana pelayanan publik. Ke depan, penguatan program perlu diarahkan pada peningkatan kualitas dan kompetensi personel dalam penanganan aduan yang disampaikan oleh masyarakat, penyempurnaan mekanisme koordinasi internal, penerapan sistem klasifikasi dan prioritas laporan, serta penguatan forum dialog kewilayahan untuk menjaga konsistensi kemitraan. Dengan pengelolaan yang profesional dan terstruktur, Program Lapor Pak Kapolres diharapkan menjadi model penguatan partisipasi masyarakat dalam pemeliharaan Kamtibmas secara berkelanjutan.
Pengaruh Kepatuhan Prosedur Hukum dan Integritas Personel terhadap Kepercayaan Publik melalui Praktik Transaksional pada Polresta Denpasar Andry Risky Ulfa; Novi Indah Earlyanti; Oscarius Yudhi Ari Wijaya; Elvianus Laoli
Jurnal Manajemen Pendidikan dan Ilmu Sosial Vol. 7 No. 3 (2026): Jurnal Manajemen Pendidikan dan Ilmu Sosial (April - Mei 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v7i3.8303

Abstract

Kepercayaan publik terhadap Polri menentukan legitimasi dan efektivitas penegakan hukum, namun dalam beberapa tahun terakhir cenderung menurun akibat isu profesionalisme, transparansi, dan integritas. Kepatuhan prosedural serta integritas personel menjadi faktor utama pembentuk kepercayaan, sementara praktik transaksional dapat melemahkannya, sehingga diperlukan kajian pada tingkat lokal untuk memahami dinamika tersebut secara lebih spesifik. Penelitian ini bertujuan untuk menganalisis pengaruh kepatuhan prosedur hukum dan integritas personel terhadap kepercayaan publik melalui praktik transaksional pada Polresta Denpasar. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei, di mana sampel penelitian berjumlah 180 responden yang terdiri dari masyarakat pengguna layanan kepolisian di wilayah hukum Polresta Denpasar. Teknik pengumpulan data dengan kuesioner. Teknik analisis data menggunakan Structural Equation Modeling (SEM) dengan bantuan perangkat lunak AMOS untuk menguji pengaruh langsung dan tidak langsung antar variabel. Hasil analisis SEM menunjukkan bahwa kepatuhan terhadap prosedur hukum dan integritas personal berpengaruh positif signifikan terhadap kepercayaan publik, sedangkan praktik transaksional berpengaruh negatif kuat. Kepatuhan prosedural dan integritas personal juga signifikan dalam menekan praktik transaksional. Dari hasil tersebut dapat disimpulkan bahwa kepatuhan terhadap prosedur hukum dan integritas personel berpengaruh positif dan signifikan terhadap kepercayaan publik, sementara praktik transaksional terbukti berpengaruh negatif dan melemahkan kepercayaan masyarakat terhadap Polresta Denpasar.
Analisis Kualitas Layanan Pengawasan Bahan Peledak Komersial di Baintelkam Polri dalam Perspektif Peraturan Kapolri Nomor 17 Tahun 2017: Studi Kualitatif Berbasis Dimensi Servqual Saifan Nadhir; Oscarius Yudhi Ari Wijaya; Novi Indah Earlyanti; Elvianus Laoli
Jurnal Manajemen Pendidikan dan Ilmu Sosial Vol. 7 No. 4 (2026): Jurnal Manajemen Pendidikan dan Ilmu Sosial (Juni- Juli 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v7i4.8305

Abstract

Pengawasan bahan peledak komersial merupakan bagian strategis dalam sistem keamanan nasional, dengan fungsi sebagai penunjang pembangunan sekaligus objek pengendalian berisiko tinggi. Penelitian ini bertujuan menganalisis kualitas layanan pengawasan operasional oleh Baintelkam Polri serta implikasinya terhadap kepatuhan pengguna dan efektivitas pengawasan. Pendekatan yang digunakan adalah kualitatif deskriptif, melalui kajian regulasi, literatur, dan praktik pelayanan. Analisis menggunakan model SERVQUAL dengan lima dimensi: tangibles, reliability, responsiveness, assurance, dan empathy. Hasil menunjukkan bahwa secara normatif sistem pengawasan di Indonesia telah memiliki dasar hukum yang kuat dan komprehensif. Namun, masih terdapat kesenjangan dalam implementasi, khususnya pada aspek keandalan dan daya tanggap. Keterbatasan sarana dan prasarana, komunikasi layanan, serta orientasi pengguna juga memengaruhi kualitas layanan. Temuan menunjukkan bahwa kualitas layanan berpengaruh signifikan terhadap kepatuhan pengguna. Layanan yang transparan, konsisten, dan responsif mampu mendorong kepatuhan sukarela dan meningkatkan efektivitas pengawasan. Sebaliknya, layanan yang kurang optimal berpotensi menimbulkan ketidakpastian dan penyimpangan. Oleh karena itu, peningkatan kualitas layanan menjadi kunci utama, melalui digitalisasi, standardisasi prosedur, peningkatan SDM, dan pengawasan berbasis risiko.
Co-Authors Agustinus Ronald Tri Cahya Waine Andry Risky Ulfa Kadek Diva Firman Adinata Lenina Olin Listra Kogoya Novi Indah Earlyanti Novi Indah Erlyanti Oscarius Yudhi Ari Wijaya Oscarius Yudhi Ari Wijaya Oscarius Yudhi Ari Wijaya Oscarius Yudhi Ari Wijaya Oscarius Yudhi Pratama Saifan Nadhir