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All Journal Sosiohumaniora Jurnal Manajemen Pelayanan Publik JISIP: Jurnal Ilmu Sosial dan Pendidikan Jurnal Komunikasi Profesional MIMBAR : Jurnal Penelitian Sosial Dan Politik Jurnal Aspirasi Jurnal Scientia Al-Mubin: Islamic Scientific Journal KNOWLEDGE: Jurnal Inovasi Hasil Penelitian dan Pengembangan Journal of Indonesian Rural and Regional Government (JIRReG) Scientia Regendi Jurnal SOSPOL Journal of Law, Poliitic and Humanities MODERAT: Jurnal Ilmiah Ilmu Pemerintahan JEKP (Jurnal Ekonomi dan Keuangan Publik) Journal of Educational Management Research Jurnal Pengabdian Tri Bhakti TGO Journal of Community Development
Tati Sarihati
Universitas Langlangbuana
Religion Arts Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Mechanical Engineering Physics Social Sciences Transportation Other

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PENERAPAN PRINSIP-PRINSIP SERVQUAL DALAM MENINGKATKAN KUALITAS PELAYANAN PEMERINTAHAN Natsir, Luthfi; Pandji Santoso; Tati Sarihati
aspirasi Vol. 16 No. 1 (2026): Februari 2026
Publisher : Universitas Wiralodra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31943/aspirasi.v16i1.153

Abstract

This study aims to analyze the application of SERVQUAL principles in public services in Indonesia through a literature review method. Data was collected by reviewing various national and international scientific articles indexed in Scopus and other reputable journals to identify gaps, developments, and practices in public service quality. The results of the analysis show: 1) tangibles emphasize the importance of modernizing facilities and infrastructure, 2) reliability focuses on the digitization of services, 3) responsiveness concerns accelerating response times through the use of technology, 4) assurance emphasizes improving competence and transparency of procedures, and 5) empathy highlights the importance of personal communication and humanistic attention. This study concludes that the application of SERVQUAL provides a comprehensive framework for understanding public service quality, while offering theoretical implications for the development of science and practical implications in the form of strategies to strengthen government services oriented toward public satisfaction. The limitation of this study lies in its literature-based nature, so further research is recommended to conduct empirical testing involving broader and more in-depth field data.
Analisis Faktor Persepsi Manfaat Dan Kemudahan Dalam Adopsi E-Retribusi Pasar: (Studi Literatur Berbasis Technology Acceptence Model Di Kota Bandung) Dewi Nurmala Sari; Ajeng Kusuma Andaning; Ayu Widowati Johannes; Tati Sarihati
JEKP (Jurnal Ekonomi dan Keuangan Publik) Vol. 12 No. 1 (2025): JEKP (Jurnal Ekonomi dan Keuangan Publik)
Publisher : Fakultas Manajemen Pemerintahan, Institut Pemerintahan Dalam Negeri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33701/jekp.v12i1.5548

Abstract

ABSTRACT   Digitizing market levies through the e-retribution system is a key strategy for the Bandung City Government to improve transparency, accountability, and Regional Original Revenue (PAD). However, the system's success depends not only on technological infrastructure but also on the acceptance of market traders as primary users. This article aims to analyze the factors of perceived usefulness (PU) and perceived ease of use (PEOU) in the adoption of e-market levies in Bandung City, as well as to identify external barriers influencing technology acceptance. The method used is a systematic literature review using the PRISMA approach, analyzing 23 selected primary and secondary documents (published between 2018 and 2024) using thematic analysis techniques based on Davis's (1989) Technology Acceptance Model (TAM) framework. The findings indicate that PU and PEOU are the primary determinants of acceptance, but their effectiveness is significantly mediated by three external factors: (1) training intensity and methods, (2) level of trust in the system and institutions, and (3) disparities in digital literacy between generations. Bandung City's Regional Original Revenue (PAD) data (2021–2024) shows an increase in the contribution of e-retribution from 44% to 90%, but resistance persists, particularly among older vendors who find the system complicated and unuser-friendly. Theoretically, this study extends the TAM model by integrating contextual variables such as digital literacy, institutional trust, and community mentoring models relevant to the context of local e-government and non-technical user groups in developing countries. Practically, these findings recommend evidence-based policies: (1) redesigning the e-retribution application using universal design principles; (2) institutionalizing the "Market Digital Ambassador" program as a peer-to-peer mentoring model; (3) ongoing audio-visual-based training; and (4) developing a backup system and a real-time transparency dashboard to restore trust after a technical incident. This study emphasizes that successful digital transformation must be human-centered, not just technology-centered. Keywords: Market e-retribution, Technology Acceptance Model, Perceived Usefulness, Perceived Ease of Use ABSTRAK Digitalisasi retribusi pasar melalui sistem e-retribusi menjadi strategi kunci Pemerintah Kota Bandung dalam meningkatkan transparansi, akuntabilitas, dan Pendapatan Asli Daerah (PAD). Namun, keberhasilan sistem tidak hanya bergantung pada infrastruktur teknologi, melainkan pada penerimaan pedagang pasar sebagai pengguna utama. Artikel ini bertujuan untuk menganalisis faktor persepsi manfaat (Perceived Usefulness/PU) dan persepsi kemudahan (Perceived Ease of Use/PEOU) dalam adopsi e-retribusi pasar di Kota Bandung, serta mengidentifikasi hambatan eksternal yang memengaruhi penerimaan teknologi. Metode yang digunakan adalah studi literatur sistematis (systematic literature review) dengan pendekatan PRISMA, menganalisis 23 dokumen primer dan sekunder terpilih (publikasi 2018–2024) melalui teknik analisis tematik berbasis kerangka Technology Acceptance Model (TAM) Davis (1989). Temuan menunjukkan bahwa PU dan PEOU merupakan determinan utama penerimaan, namun efektivitasnya dimediasi secara signifikan oleh tiga faktor eksternal: (1) intensitas dan metode pelatihan, (2) tingkat kepercayaan terhadap sistem dan institusi, serta (3) disparitas literasi digital antar generasi. Data PAD Kota Bandung (2021–2024) menunjukkan peningkatan kontribusi e-retribusi dari 44% menjadi 90%, namun resistensi tetap ada, terutama di kalangan pedagang usia lanjut yang merasa sistem rumit dan tidak ramah pengguna. Implikasi teoretis, penelitian ini memperluas model TAM dengan mengintegrasikan variabel kontekstual seperti literasi digital, kepercayaan institusional, dan model pendampingan komunitas yang relevan dalam konteks e-government lokal dan kelompok pengguna non-teknis di negara berkembang. Implikasi praktis, temuan ini merekomendasikan kebijakan berbasis bukti: (1) redesain aplikasi e-retribusi dengan prinsip universal design; (2) institusionalisasi program “Duta Digital Pasar” sebagai model pendampingan peer-to-peer; (3) pelatihan berkelanjutan berbasis audio-visual; dan (4) pembangunan sistem backup serta dashboard transparansi real-time untuk memulihkan kepercayaan pasca-insiden teknis. Penelitian ini menegaskan bahwa transformasi digital yang sukses harus berpusat pada manusia, bukan hanya pada teknologi. Kata Kunci: e-retribusi pasar, Technology Acceptance Model, Perceived Usefulness, Perceived Ease of Use
HOW CAN HALAL CERTIFICATION SERVICES ADVANCE TOWARD DIGITAL MATURITY? A PUBLIC INNOVATION PERSPECTIVE Rohayati, Yeti; Sarihati, Tati; Dzauharoh, Shinta
Al-Mubin Jurnal Ilmiah Islam
Publisher : Department of Research and Community Service at the Ummul Quro Al-Islami Bogor Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51192/almubin.v9i1.2600

Abstract

Halal certification services for MSMEs have become increasingly important amid the strengthening of halal certification obligations, the acceleration of public service digitalization, and the growing demand for services that are simpler, faster, and more responsive. This condition creates an urgent need to examine the extent to which halal certification services have progressed toward digital maturity from a public innovation perspective. This study aims to analyze the movement of halal certification services for MSMEs toward digital maturity by focusing on process integration, ease of access, quality of assistance, and user orientation. The theoretical framework draws on public innovation, public service quality, and digital maturity. This study employs a qualitative approach with a case study design based on document analysis and secondary data, using documentation techniques, purposive sampling, and thematic analysis. The findings show that halal certification services have been digitalized and institutionally strengthened, yet their level of maturity remains developing because process integration, service standardization, and user experience have not been fully consistent. These findings indicate that digital transformation in service delivery requires institutional capacity, not merely the existence of digital platforms
Co-Authors Abdul Mutolib Abdurrahman, Muhammad Arif Ajeng Kusuma Andaning Andhani, Dewi Ayu Widowati Johannes Bustomi, Thomas Cecep Suarha Dedi Mulyasana Devianty, Tia Dewi Nurmala Sari Dian Susanti Dzauharoh, Shinta Ero Suhara FITRI DEWAN TINA Ginanjar Wira Saputra H.R. Iip Hidajat Hagi Gauradira Indah, Diani Ira Adriati Kusmana, Odang Kusuma Kusuma Minawati, Rani Nur Natsir, Luthfi Nunung Hastika Pandji Santosa Pandji Santoso Putri, Kharisma Rachmawati, Emi Rahma Triadi Rasyifa, Ayesha Fati Rihfenti Ernayani Robiyana, Elvan Rustandi Rustandi Suhara, Ero Tia Devianty Wulandari, Rafih Sri Yeti Rohayati Yurisna, Novie Yusri, Amri Yusuf Nugraha, Rafli