<![CDATA[Di era transformasi digital, tuntutan masyarakat terhadap pelayanan publik yang cepat, transparan, dan berkualitas semakin meningkat. Indonesia merespons hal ini melalui penerbitan Peraturan Presiden Nomor 95 Tahun 2018 tentang Sistem Pemerintahan Berbasis Elektronik (SPBE) sebagai kerangka kebijakan nasional yang mewajibkan seluruh instansi pemerintah mengintegrasikan teknologi informasi dan komunikasi dalam penyelenggaraan pemerintahan. Penelitian ini bertujuan menganalisis peran SPBE dalam meningkatkan kualitas pelayanan publik di Indonesia. Menggunakan pendekatan kualitatif dengan metode studi literatur. Analisis dilakukan menggunakan kerangka SERVQUAL yang diadaptasi untuk konteks e-government, mencakup lima dimensi kualitas layanan: tangibility, reliability, responsivitas, assurance, dan empati. Hasil penelitian menunjukkan bahwa implementasi SPBE telah memberikan dampak positif yang signifikan. Indeks SPBE nasional meningkat dari 1,98 pada tahun 2018 menjadi 3,12 pada tahun 2024, serta mendorong Indonesia naik 13 peringkat ke posisi ke-64 dalam UN E-Government Development Index. Dimensi tangibility, reliability, dan responsivitas mengalami peningkatan nyata, termasuk penurunan waktu proses perizinan hingga 70% di beberapa daerah. Namun, dimensi assurance masih menjadi kelemahan akibat insiden keamanan siber, sementara dimensi empati terkendala kesenjangan digital bagi kelompok rentan dan masyarakat di daerah terpencil. Ke depan, diperlukan penguatan keamanan siber, pemerataan infrastruktur digital, serta pendalaman integrasi antarsistem agar manfaat SPBE dapat dirasakan secara merata oleh seluruh lapisan masyarakat Indonesia. ABSTRACT In the era of digital transformation, public demand for fast, transparent, and high-quality public services is on the rise. Indonesia has responded to this by issuing Presidential Regulation No. 95 of 2018 on the Electronic-Based Government System (SPBE) as a national policy framework that requires all government agencies to integrate information and communication technology into the administration of government. This study aims to analyze the role of SPBE in improving the quality of public services in Indonesia. It employs a qualitative approach using a literature review method. The analysis was conducted using the SERVQUAL framework adapted for the e-government context, covering five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. The results indicate that the implementation of SPBE has had a significant positive impact. The national SPBE index rose from 1.98 in 2018 to 3.12 in 2024, propelling Indonesia up 13 ranks to 64th place in the UN E-Government Development Index. The dimensions of tangibility, reliability, and responsiveness have seen significant improvements, including a reduction in licensing processing times by up to 70% in some regions. However, the assurance dimension remains a weakness due to cybersecurity incidents, while the empathy dimension is hampered by the digital divide affecting vulnerable groups and communities in remote areas. Moving forward, it is necessary to strengthen cybersecurity, ensure equitable distribution of digital infrastructure, and deepen inter-system integration so that the benefits of SPBE can be felt equally by all segments of Indonesian society.]]>
