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Mukarramah
Tadulako University
Social Sciences

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Efektivitas Pelayanan Publik Berbasis e-Government Di Badan Penyelenggara Jaminan Sosial Kesehatan Kota Palu Putri Amelia H.; Mustainah; Mukarramah
JPS: Journal of Publicness Studies Vol 3 No 03 (2026): Journal of Publicness Studies
Publisher : Program Studi Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Tadulako

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22487/na6k9g64

Abstract

This study aims to analyze the effectiveness of e-government-based public services through the use of the Mobile JKN application at BPJS Kesehatan in Palu City, using Richard M. Steers' organizational effectiveness theory, which includes goal achievement, integration, and adaptation aspects. This study uses a qualitative descriptive approach. Data were collected through interviews, observations, and documentation, then analyzed to describe the effectiveness of implementing digital-based services. The results show that the application of Mobile JKN has made a fairly good contribution to public service delivery, marked by easier access to services, more efficient service processes, smooth coordination between BPJS Kesehatan, participants, and healthcare facilities, as well as efforts to adapt services to community needs.. However, its implementation still faces some obstacles, including the low understanding of some participants in using the app's features, network and system disruptions, and the uneven use of Mobile JKN among participants. Therefore, there needs to be more socialization, education, and support for the community so that the use of the Mobile JKN app can be more optimal.
KUALITAS PELAYANAN PENCATATAN AKTA NIKAH DI KANTOR URUSAN AGAMA KECAMATAN PALU BARAT Sitti Nurhalizah; Daswati; Mukarramah
JPS: Journal of Publicness Studies Vol 2 No 1 (2025): Journal of Publicness Studies
Publisher : Program Studi Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Tadulako

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22487/rdqk8n57

Abstract

This study uses qualitative descriptive research, this study attempts to reveal accurate and factual facts systematically about marriage certificate registration services at the Palu Barat District Religious Affairs Office. This study uses the taliziduhu ndraha theory with 4 (four) indicators, namely, speed, accuracy, convenience, and fairness. Data collection techniques are carried out through field research including observation, interviews, and documentation. There are 6 informants in this study. Data analysis used is data collection, data condensation, data presentation and drawing conclusions. Based on the results of research conducted using the taliziduhu ndraha theory from 4 indicators of the accuracy aspect, it can be said that it is not optimal because there are still frequent delays, not on time to come to the office, for example, the SOP states that at 07.30 must be in the office but in reality employees often experience delays. Then the other 3 aspects have been running optimally, namely the aspects of speed, convenience, and fairness.
Co-Authors Daswati Mustainah Putri Amelia H. Sitti Nurhalizah