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All Journal JURNAL ADMINISTRASI PUBLIK Tadbir: Jurnal Manajemen Pendidikan Islam Jurnal El-Riyasah : Jurnal Kepemimpinan dan Administrasi Professional : Jurnal Komunikasi dan Administrasi Publik JURNAL KOLABORASI E-Dimas: Jurnal Pengabdian kepada Masyarakat Journal of Governance and Public Policy Publikauma : Jurnal Administrasi Publik Universitas Medan Area Otoritas : Jurnal Ilmu Pemerintahan Publik (Jurnal Ilmu Administrasi) JCES (Journal of Character Education Society) Transparansi Jurnal Ilmiah Ilmu Administrasi Jurnal Pengabdian Dharma Laksana Kumawula: Jurnal Pengabdian Kepada Masyarakat JPPM: Journal of Public Policy and Management Buletin Poltanesa BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi International Journal of Science and Society (IJSOC) Prosiding Seminar Nasional Sisfotek (Sistem Informasi dan Teknologi Informasi) Journal of Management, Accounting, General Finance and International Economic Issues (MARGINAL) Jurnal Peradaban Masyarakat (JPM) Jurnal Ekonomi Kreatif dan Manajemen Bisnis Digital (JEKOMBITAL) Kajian Ilmiah Mahasiswa Administrasi Publik (KIMAP)
Abdul Mahsyar
Universitas Muhammadiyah Makassar
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Public Health Social Sciences Other

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ANALYSIS OF THE DIMENSIONS OF PUBLIC SATISFACTION IN ONLINE BASED PUBLIC SERVICES AT THE ONE STOP INVESTMENT AND INTEGRATED SERVICES OFFICE Merlitriaswati, Merlitriaswati; Mahsyar, Abdul; Daulay, Pardamean
Jurnal Ekonomi Kreatif dan Manajemen Bisnis Digital Vol 3 No 4 (2025): MEI
Publisher : Transpublika Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55047/jekombital.v3i4.939

Abstract

Technological development and advancement have influenced public services with the transition from conventional public services to online-based services, as implemented at the Investment and One-Stop Integrated Services Office (DPMPTSP) of Tana Toraja Regency. However, the online-based services that have been implemented still have many weaknesses. This research aims to analyze and describe the dimensions of public satisfaction in online-based public services. The research uses a qualitative approach with a case study type, and data is collected through interviews, observation, and documentation. Data is analyzed qualitatively using the Miles and Huberman model. The results show that the five dimensions of service quality according to Servqual theory meet public expectations. To improve online-based services according to public demands, several things need attention. First, the tangible dimension needs to be complemented with supporting facilities such as waiting rooms. Second, in the responsiveness dimension, service decreases when the number of residents being served is very high, necessitating additional staff, especially to serve residents who do not yet understand how to operate the application system. Third, the assurance dimension requires the provision of computer facilities that can be accessed directly by users and improved internet connectivity so that slow data transfer in online business licensing services through the OSS application can be enhanced. Fourth, the empathy dimension involves providing satisfactory services and helping citizens in need. This study suggests improving ICT capacity, increasing the number of employees, and enhancing employee knowledge and technical skills in using computer programs.
Co-Authors ., Haerana A. Mappasere, Fatmawati Aan Anugrah Abd Khair Ihsan Abd Rahman Ade Ardiansyah AGUS PRIYANTO Agus, Andi Ahmad Ahmad Ahmad Difa Awlia Aslim Ahmad Taufik Akbar, Muhammad Randhy Akramila, Nurul alfin, alfin Ali, Nur Annisa Alimuddin Said, Alimuddin Amal, Suci Amir Muhiddin, Amir Amir, Marsya Nabila Amsar, Amsar Andi Ahmad Malikul Afdal Andriana Andriana Andriani AS Anwar Parawangi Apriyadi, Ari Arfah, Sitti Rahmawati Arif Budiman Auliya Citra Azikin, Ruskin Azis, Asriyanti Bakri Bakri Basri, Andi Umrah Burhanuddin Burhanuddin Burhanuddin Burhanuddin Enny Agustina Fahira, Jihan Faradilla, Latifa Fatimah Azzahrah Fatimah, Putri Fatmawati Fatmawati Fatmawati Fatmawati Fatmawati, Fatmawati Fauzan, Muh Nur Fitriani Fitriani Fitriany S. Hamia, Hamia Hamrana, Hamrana Hasriadi Hasriadi Hawing, Hardianto Heriwati, Heriwati Ihyani Malik Ikmawati, Ikmawati Iman, Nurul Ihwanul Imanuddin Imanuddin, Imanuddin inriana, Alikha Irfan Z, Muh Jaelan Usman Jaelan Usman, Jaelan Jusman Jusman Kahar Saleh Kamaluddin Kamaluddin Kartini, Nur Malitasari Kasmad, Rulinawati Khalifah, Muh Laela, Musyarifatul Lukman Hakim M. Yogi Riyantama Isjoni Ma'ruf, Adnan Mahadin Moh. Astari Maharani, Dian Putri Mahka, Muh Fachrur Razy Mangontan, Albertin Barung Mappiwali, Hermawati Maria Ulfa Merlitriaswati, Merlitriaswati Muhammad Basir Muhammad Tahir Muhammad Yahya Muhammad Yusuf Mutia, Ulmi Sri Naldi, Muh Nasrulhaq Nasrulhaq, Nasrulhaq Nasrullah Nilawati Nilawati Normaisa, Normaisa Nur Azizah Nurdin Khaliq Sadewa Nurfadillah Nurfadillah Nurlina Nurlina Nurmayanti, Nurmayanti Nurwijayanti Nuryanti Mustari Nuryanti Mustari, Nuryanti Parawu, Hafiz Elfiansya Parawu, Hafiz Elfiansyah Pardamean Daulay Rahim, Samsir Rahmat, Nur Anita Rahmatullah, Madani Ramadani, Riski Rasdiana Sina Rasdiana, Rasdiana Riskasari Riskasari, Riskasari Rislan, Muh Sam, Nur Islamia Samsir Rahim Setiawan, A.M Ian Sitti Sahara Syamel Sitti Sahara Syamel SRI RAHAYU Sri Wahyuni Subhan Djaya Sudarmi Sudarmi Suma, Mansyur Syamel, Sitti Sahara Tahir, Nurbiah Toding, Lukas Ulhaq. F, Diyah Wardah Wardah Wulan, Wulan Yanty, Norma Yustin Paisal