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All Journal Madani: Multidisciplinary Scientific Journal Socius: Social Sciences Research Journal
Nufaris Elisa
Universitas Amir Hamzah Medan
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Physics Public Health Social Sciences Other

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Kualitas Pelayanan Administrasi Kependudukan dalam Peningkatan Pelayanan Publik Nufaris Elisa
Madani: Jurnal Ilmiah Multidisiplin Vol 4, No 7 (2026): August 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.21737735

Abstract

Population administration services constitute one of the main pillars of public service delivery in Indonesia. The quality of these services directly affects the fulfillment of citizens' civil rights and their access to other public services, such as healthcare, education, and social assistance. This study aims to analyze the quality of population administration services, identify the factors that hinder service delivery, and formulate strategies for improvement. A descriptive qualitative approach was employed, with data collected through a literature review, observations, and in-depth interviews. The findings indicate that improvements in service quality are strongly influenced by the utilization of information technology (e-Government), the competence of Civil Servants (Aparatur Sipil Negara/ASN), the enhancement of facilities and infrastructure, and the transparency of service standards. The main challenges identified include technical network constraints, varying levels of digital literacy among the public, and resistance to changes in service systems. The study concludes that citizen-centered digital transformation is a key factor in creating public services that are responsive, transparent, and accountable. Population administration services are also recognized as a fundamental right of citizens and serve as an important indicator of the effectiveness of public service delivery by local governments. This study further examines the quality of population administration services and their contribution to improving overall public service performance. Using a descriptive qualitative approach, data were obtained through a literature review, observations, and an analysis of secondary documents related to public service standards in Indonesia. The analysis focuses on the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy, as proposed in the SERVQUAL model.
The Role of the Ombudsman in Public Service Institutions Nufaris Elisa
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 7 (2026): February 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18728978

Abstract

The role of the Ombudsman within local government is very important. Based on Law Number 37 of 2008 concerning the Ombudsman, the Ombudsman’s function is mandated to supervise the implementation of public services in Indonesia. The role of the Ombudsman is crucial in improving public services, which are still relatively low; therefore, it is necessary to analyze the Ombudsman’s role in Public Service Institutions and its implications for the realization of good governance in public services. This study uses field research conducted directly in the field with a non-doctrinal or socio-legal approach. The data sources consist of primary and secondary data, including legal materials (primary, secondary, tertiary). Data collection methods were carried out through interviews and documentation, which were then presented in a descriptive-analytical manner. The Ombudsman’s roles that have been implemented include assessing the compliance of public service providers, which is a rapid review by the Ombudsman as an effort to prevent maladministration. In addition, investigations based on public reports are also conducted. The implications of supervision by the Ombudsman have resulted in the realization of good governance principles, namely public participation, effectiveness, efficiency, transparency, professionalism, and competence in public services.
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