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All Journal Kajian Administrasi Publik dan ilmu Komunikasi
Dwi Indah Yuliani Solihin
Univertatas Negeri Gorontalo
Social Sciences

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Ketika Hasil yang Akurat Saja Tidak Cukup: Beban Administratif, Keadilan Prosedural, dan Kepuasan Warga dalam Layanan Perizinan Kepolisian Raykhan Maramis; Zuchri Abdussamad; Dwi Indah Yuliani Solihin; Rustam Tohopi; Yakob Noho Nani
Kajian Administrasi Publik dan ilmu Komunikasi Vol. 3 No. 3 (2026): September: Kajian Administrasi Publik dan ilmu Komunikasi
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/kajian.v3i3.1257

Abstract

This study explains why accurate administrative output quality does not necessarily result in citizen satisfaction with driver's license (SIM) services. A qualitative case study at the Gorontalo City Police (Polresta) employed interviews with eight informants, observations, and document analysis to examine five service aspects: alignment with expectations, output quality, reliability, consistency, and trust. Findings indicate that driver's licenses are generally perceived as accurate, legal, and beneficial, while transparency regarding costs, facilities, and oversight has improved. However, queues, procedural complexity, inconsistent communication among officers, repetitive procedures, a lack of explanation regarding decisions, and perceptions concerning middlemen (brokers) continue to limit satisfaction. The study identifies a gap in the conversion of output into satisfaction: the benefits of the output are mediated by learning, compliance, and psychological costs, as well as by perceptions of consistency, neutrality, respect, and the quality of explanations. These results demonstrate that output quality is a necessary but insufficient condition. Satisfaction increases when institutions reduce administrative burdens and implement processes that are fair, understandable, consistent, and predictable for citizens across varying daily service conditions and fluctuating levels of demand.
Kapasitas tanpa Keselarasan: Menjelaskan Kesenjangan Implementasi dalam Tata Kelola Ketahanan Pangan di Desa Ilohuuwa Kecamatan Bone Bolango Liiyawati Molamahu; Juriko Abdussamad; Yakob Noho Nani; Rustam Tohopi; Dwi Indah Yuliani Solihin
Kajian Administrasi Publik dan ilmu Komunikasi Vol. 3 No. 3 (2026): September: Kajian Administrasi Publik dan ilmu Komunikasi
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/kajian.v3i3.1259

Abstract

This study explains why formal capacity has not yet fully resulted in effective food security implementation at the village level. A qualitative case study in Ilohuuwa Village utilized six traceable interviews, observations, and documentation to analyze communication, resources, actor understanding, and bureaucratic structures. The findings indicate that communication channels, budgets, production assistance, official commitment, task allocation, and Standard Operating Procedures (SOPs) were in place. However, information was not evenly distributed, assistance did not fully align with needs, understandings differed between implementers and the community, and multi-layered procedures slowed down coordination. This configuration resulted in an administrative-operational misalignment: the system functioned formally but had not yet fully transformed capacity into equitable and optimal benefits. The study shifts the explanatory focus from a lack of capacity to the alignment of capacity. Effectiveness depends not merely on the volume of capacity, but on the fit between information distribution, resource allocation, actor understanding, authority structures, and local conditions. The findings provide a basis for evaluating implementation through the quality of inter-capacity relationships within sustainable local village governance practices.
Co-Authors Juriko Abdussamad Liiyawati Molamahu Raykhan Maramis Rustam Tohopi Yacob Noho Nani Yakob Noho Nani Zuchri Abdussamad