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Pramudiana, Ika Devy
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PUBLIC SERVICE QUALITY IN THE APPLICATION OF E-PBB AT THE REGIONAL REVENUE AGENCY (BAPENDA) SURABAYA Putri, Rosalina Mega; Pramudiana, Ika Devy; Kamariyah, Sri; Sunarya, Aris
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12183

Abstract

This research examines the quality of public service in the application of E-PBB at the Regional Revenue Agency (BAPENDA) Surabaya, aiming to evaluate the effectiveness of the application in supporting ease, security, and citizen satisfaction in tax services. This study uses a qualitative method, collecting data through interviews and observations with E-PBB users and BAPENDA officers. Using Parasuraman's ServQual model, the analysis focuses on five service quality dimensions. The results indicate that in terms of reliability, the E-PBB application achieved 85% but still requires improvements in information accuracy and processing speed. In the assurance dimension, the application shows an 80% success rate but needs better information on security systems and more responsive technical support services. Regarding tangibles, the application achieved 75% and requires interface design improvements to make it more accessible and understandable for users. Additionally, empathy scored 70%, where users expect more friendly and informative direct support when facing technical difficulties. For responsiveness, the E-PBB application reached 78%, though there is a need to improve response speed to user inquiries and complaints. Based on these findings, several recommendations are proposed to improve the quality of the E-PBB application service, including a user education program, strengthening technological infrastructure, and enhancing data security protocols. An intensive user education program and easier access to help centers will assist users in understanding and operating the application independently. Investing in a more robust server system and regular maintenance will ensure the application operates steadily, especially during peak usage times. Additionally, strict security protocols such as data encryption and cybersecurity threat monitoring will provide users with a sense of security. These recommendations are expected to improve the public service quality provided through the E-PBB application, strengthen public trust, and enhance user satisfaction in fulfilling their tax obligations online.
IMPROVING PUBLIC SERVICE QUALITY THROUGH THE IMPLEMENTATION OF GOOD GOVERNANCE AT THE SURABAYA CITY REVENUE AGENCY Purdiono, Andri; Pramudiana, Ika Devy; Haryati, Eny; Pramono, Sapto
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study is motivated by the importance of public service in realizing good governance. However, public service quality often remains challenging when implementing good governance principles. Therefore, this study aims to evaluate the application of five main principles of good governance—transparency, accountability, participation, responsiveness, and efficiency—to improve the quality of public services at the Surabaya City Revenue Agency. This study uses a qualitative method with a descriptive approach to identify and evaluate the success indicators of these five principles as applied in the agency. Data were collected through observation, interviews, and document analysis related to public services at the Surabaya City Revenue Agency. Results show that transparency in public services has reached 76%, indicating openness of information, though accessibility and completeness of data still need improvement. Accountability stands at 73%, highlighting a need for enhancement in accountability procedures. Community participation is recorded at 68%, indicating the need for increased accessibility and opportunities for public involvement. Responsiveness reaches 70%, which, while adequate, still requires improvements in responsiveness to public needs. Efficiency is at 72%, requiring simplifying procedures to accelerate service delivery. This study concludes that the application of good governance principles at the Surabaya City Revenue Agency is relatively well-implemented but requires improvements in several areas. To enhance public service quality, this study recommends developing an integrated online information system to support transparency, conducting public consultation programs and periodic satisfaction surveys to boost participation, and simplifying administrative procedures alongside digitalizing services to increase efficiency. By implementing these recommendations, it is hoped that the Surabaya City Revenue Agency can become more responsive, transparent, and efficient in serving the public, ultimately enhancing public trust in public services and achieving the goals of good governance optimally.
LOCAL COMMUNITY EMPOWERMENT IN SUSTAINABLE TOURISM DEVELOPMENT IN SELO TOURISM VILLAGE, SELO DISTRICT, BOYOLALI REGENCY, CENTRAL JAVA Sudjarwo, Andi; Pramudiana, Ika Devy; Widyawati, Widyawati; Albab, Ulul
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12235

Abstract

Selo Tourism Village, located in Selo District, Boyolali Regency, holds significant potential to be developed as a sustainable tourism destination. This study aims to analyze the extent to which local community empowerment contributes to sustainable tourism development using Jim Ife's community empowerment theory. The focus of this study includes four main indicators: resources, opportunities, knowledge, and skills, as well as their impacts on economic, social, and environmental sustainability. This research adopts a qualitative method with a descriptive approach. Data were collected through in-depth interviews, direct observation, and documentation from key informants, including tourism managers, village authorities, and local communities. The findings indicate that the resource indicator has a success rate of 65%, particularly in increasing tourist visits and environmental awareness. The opportunity indicator achieved 60%, highlighting an increase in community participation in tourism activities, although technical training and job access still require improvement. The knowledge indicator reached 55%, especially in preserving local culture, though integrated marketing strategies need further development. Meanwhile, the skills indicator showed a success rate of 58%, with initial successes in digital promotion, but improvements in technological management and event organization are still needed. The study concludes that local community empowerment significantly impacts sustainable tourism development in Selo Tourism Village, despite areas requiring enhancement. Strategic recommendations include increasing resource allocation, providing more equitable training, and strengthening community capacity to professionally manage tourism potential. With these improvements, Selo Tourism Village holds great potential to become a leading tourism destination that supports community welfare, cultural sustainability, environmental preservation, and delivers positive economic impacts.
EVALUATION OF PUBLIC SERVICE PERFORMANCE AND PUBLIC SATISFACTION AT THE NATIONAL LAND AGENCY SURABAYA Priyambodo, Budi; Pramudiana, Ika Devy; Widyawati, Widyawati; Lestari, Damayanti Sri
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12236

Abstract

This study aims to evaluate public service performance and community satisfaction at the National Land Agency (BPN) Surabaya, using the theoretical framework proposed by Dwiyanto in his book Reformasi Administrasi Publik (Public Administration Reform). Five key performance indicators—productivity, service quality, responsiveness, responsibility, and accountability—are used as the basis for analyzing the extent to which BPN Surabaya meets the needs and expectations of the community. This qualitative study employs data collection methods such as in-depth interviews, community satisfaction surveys, and document analysis. The findings indicate that productivity at BPN Surabaya needs improvement, as data from 2023 shows that 26.6% of land certification applications experienced delays beyond the targeted completion time. In terms of service quality, 72% of the respondents felt that the waiting room facilities were inadequate, significantly hindering user comfort. Responsiveness also requires attention, with 68% of the respondents reporting slow or inaccurate responses to inquiries or complaints. Regarding responsibility, 62% of the respondents stated that information related to procedures and requirements was unclear, highlighting the need for better internal supervision. Furthermore, accountability also needs enhancement, with only 60% of the respondents believing that information about costs and procedures was transparent, and 55% indicating that the complaint mechanisms were ineffective.
Co-Authors Ali Wafa Alifa, Rifda AMBARWATI, ARIE Amirul Mustofa Anwar, M. Khairul Anwar, Muhammad Khairul Augustinah, fedianty Bria, Servinus Manek Dewi, Rahmatika Putri Dwijosusilo, Kristyan Epifani Dwi Agustin Fadhilah, Aisyah Fatah , Zainal Fatah, Zainal Haryati, Eny Kamariyah, Sri Lestari, Damayanti Sri Linggantara, I Made M. Khairul Anwar, M. Khairul Ma’rufin, Ali Mukidah, Mukidah Patria, Dendy Patu, Frederikus Prahmana, Kresna Adhi Pramono , Sapto Pramono, Sapto Pramono, Sapto Priyambodo, Budi Purdiono, Andri Putri, Rosalina Mega Putri, Salsabilah Rafiatma, Zuhdi Ahmadi Rifaldi , Muhammad Roekminiati, Sri Roekminiati, Sri Rokhmah, Nur Hidayatul Rostika, Imas Sholichah, Nihayatus Sholihah, Nihayatus Stefason, Stefanus Sudjarwo, Andi Sulala, Anis Sunarya, Aris Sunarya, Aris Susanto, Soni Susilo, Yanto Sutatak, Hafids Ulul Albab, Ulul Wardhani , Ghany Kusuma Widyawati Widyawati Widyawati