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All Journal Sketsa Bisnis International Journal of Social Science and Business ASAWIKA: Media Sosialisasi Abdimas Widya Karya Jurnal Pengabdian Kolaborasi dan Inovasi IPTEKS Jurnal Pendidikan dan Ilmu Sosial Gudang Jurnal Multidisiplin Ilmu Journal of Governance and Public Administration International Journal of Education, Vocational and Social Science International Journal of Economics, Business and Innovation Research Konstitusi: Jurnal Hukum, Administrasi Publik, dan Ilmu Komunikasi Journal of Studies in Academic, Humanities, Research, and Innovation Jurnal Ilmu Komunikasi, Administrasi Publik dan Kebijakan Negara Perspektif Administrasi Publik dan hukum Jurnal Hukum, Administrasi Publik dan Negara
Fedianty Augustinah
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Journal : Jurnal Pendidikan dan Ilmu Sosial

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Evaluasi Kualitas Pelayanan Aplikasi Sambat Rene Ker pada Pemerintah Kota Malang dalam Meningkatkan Responsivitas Pengaduan Masyarakat Secara Online Sutaji Sutaji; Fedianty Augustinah; Ika Devy Pramudiana
JURNAL PENDIDIKAN DAN ILMU SOSIAL (JUPENDIS) Vol. 3 No. 1 (2025): Januari : JURNAL PENDIDIKAN DAN ILMU SOSIAL
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jupendis.v3i1.2933

Abstract

Responsive public service is an essential indicator of government governance quality. This study evaluates the quality of the Sambat Rene Ker application using the SERVQUAL theory (Parasuraman, Zeithaml, Berry, 1990) through five dimensions. Using a qualitative approach, data were obtained from interviews, observations, and community complaint documentation. The analysis indicates that the reliability dimension is fairly good but hindered by server stability issues (20% deficiency). The physical evidence dimension shows a simple interface, but access speed and professionalism require improvement (15%). Responsiveness is adequate for initial responses, but follow-ups are often slow and lack transparency (25%). Assurance demonstrates good security, but insufficient progress notifications reduce trust. In conclusion, this application positively supports public services in Malang but requires improvements in infrastructure, coordination, and outreach to enhance responsiveness. This research is relevant for evaluating policies and innovations in technology-based services.
Co-Authors Acai Sudirman Ambarwati Octaviani Ami Dwi Wijayanti Andry Herawati Aris Sunarya Arlin Besari Djauhari Damajanti Sri Lestari Darwin Lie Dewi Nurkholilah Endah Nurvia Yunanto Fadhlan Ginting S. Fadjar Kurnia Hartati Faqim Adinul Falah Ferriswara, Dian Firdanti Allivia Syahputri Galuh Ajeng Ayuningtiyas Girsang, Rosita Manawari Hafids Sutatak Hendrik Ibo Himad Ali Ika Devy Pramudiana Indah Novia Alfianita Kelina Yoman Liling Listyawati Listyawati, Liling Meithiana Indrasari Sapto Pramono Sarwani Sri Kamariyah Subardini, Subardini Sutaji Sutaji Ulul Albab Vivi Puspitasari Wamer Widyawati Widyawati