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All Journal Jurnal Administrasi Publik dan Kebijakan (JAPK) Journal of Governance and Public Administration
Nur Annisa Ismail
Universitas Negeri Gorontalo
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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STRATEGI PENINGKATAN KUALITAS PELAYANAN BERBASIS DIGITAL DI KELURAHAN MOLOSIPAT W KOTA BARAT Siti Nurcahyati Abdussamad; Sri Yulianti Mozin; Nur Annisa Ismail
Journal of Governance and Public Administration Vol. 3 No. 1 (2025): Desember
Publisher : Yayasan Nuraini Ibrahim Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70248/jogapa.v3i1.3324

Abstract

Penelitian ini bertujuan untuk mengkaji strategi peningkatan kualitas pelayanan berbasis digital di Kelurahan Molosipat W Kota Barat melalui implementasi sistem informasi pelayanan SI-MOLOSIPAT.W. Penelitian menggunakan metode studi kepustakaan dengan mengumpulkan berbagai sumber literatur terkait pelayanan publik, e-government, dan konsep kelurahan, serta dokumen pelaksanaan program digitalisasi di Kelurahan Molosipat W. Hasil penelitian menunjukkan bahwa penerapan SI-MOLOSIPAT.W memberikan perubahan signifikan terhadap penyelenggaraan pelayanan publik, ditandai dengan adanya pengajuan surat secara daring, tanda tangan digital, notifikasi real-time, serta peningkatan literasi digital aparatur dan masyarakat. Analisis menggunakan lima indikator SERVQUAL menunjukkan bahwa aspek tangible, reliability, responsiveness, assurance, dan empathy mengalami peningkatan melalui penyediaan infrastruktur digital, sistem layanan yang lebih akurat, respon petugas yang lebih cepat, keamanan layanan berbasis SSL/TLS, serta pendampingan bagi masyarakat yang belum terbiasa menggunakan teknologi. Penelitian ini menyimpulkan bahwa strategi optimalisasi sistem, peningkatan kapasitas aparatur, penguatan infrastruktur TI, sosialisasi berkelanjutan, evaluasi layanan, dan kolaborasi lintas-instansi merupakan kunci keberhasilan transformasi digital di tingkat kelurahan. Dengan menerapkan strategi yang tepat, pelayanan digital dapat mewujudkan layanan publik yang lebih cepat, transparan, dan responsif.
ETHICS OF PUBLIC SERVICE IN ONLINE QUEUING SYSTEMS: AN ANALYSIS OF SERVICE FAIRNESS AND ACCESSIBILITY Nora Ramadhani; Nur Annisa Ismail; Raihan A. Hanasi; Revalina Is. Hiola; Mustika Yusuf; Moh Ilham Jahidji
Jurnal Administrasi Publik dan Kebijaka (JAPK) Vol 6, No 1 (2026): Jurnal Administrasi Publik dan Kebijakan (JAPK)
Publisher : Universitas Muhammadiyah Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30596/japk.v6i1.30656

Abstract

This study examines public service ethics in the implementation of an online queuing system, focusing on the aspects of fairness and service accessibility at the Bone Bolango Regency Public Service Center. The background of this study is rooted in the development of information technology, which has driven the transformation of public services toward a digital model to enhance the effectiveness, efficiency, and transparency of services provided to the public. The objective of this study is to analyze how the implementation of the online queuing system in public service is viewed from the perspective of public service ethics, particularly regarding equitable access to services. This study employs a qualitative approach using the library research method. Data were obtained from various literature sources, such as scientific journals, books, and articles relevant to the topic of digital public service. Data analysis was conducted using the Miles and Huberman model, which includes data reduction, data presentation, and drawing conclusions, and is supported by the SERVQUAL theory, which covers the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The results of the study indicate that online queuing systems can improve the quality of public services through ease of access, time efficiency, and certainty of service schedules. However, their implementation still faces challenges in the form of system disruptions, limited internet infrastructure, and low digital literacy among the public, which result in suboptimal accessibility.
Co-Authors Moh Ilham Jahidji Mustika Yusuf Nora Ramadhani Raihan A. Hanasi Revalina Is. Hiola Siti Nurcahyati Abdussamad Sri Yulianti Mozin