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All Journal Jurnal Kebijakan dan Administrasi Publik JPAP (Jurnal Penelitian Administrasi Publik) (e-Journal) AJIE (Asian Journal of Innovation and Entrepreneurship) Policy & Governance Review Jurnal Sinergitas PkM & CSR Dinamika Governance : Jurnal Ilmu Administrasi Negara Spirit Publik : Jurnal Administrasi Publik Ilomata International Journal of Management Jurnal Ilmu Sosial, Politik dan Pemerintahan Journal of Community Service and Empowerment Tax Literacy and Leadership Agility: Indigenous Peoples Awareness in Paying Taxes Ilomata International Journal of Management BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Prosiding Konferensi Nasional PKM-CSR Governance: Jurnal Kebijakan dan Manajemen Publik MAP (Jurnal Manajemen dan Administrasi Publik) Journal of Gender Equality and Social Inclusion (gesi) Jurnal Penelitian Pendidikan Indonesia JKAP (Jurnal Kebijakan dan Administrasi Publik)
Sri Juni Woro Astuti
Universitas Wijaya Putra
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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Analisis Kualitas Layanan PPAK SIAP untuk Perlindungan Perempuan dan Anak di Surabaya Menggunakan E-GovQual Astuti, Sri Juni Woro; Khusna, Masfufa Zulfa
JPAP: Jurnal Penelitian Administrasi Publik Vol. 11 No. 02 (2025): JPAP (Jurnal Penelitian Administrasi Publik)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v11i02.132454

Abstract

This study aims to analyze the quality of service for the protection of women and children through SIAP PPAK in Surabaya based on the E-GovQual theory (Papadomichelaki & Mentzas, 2012), as well as to identify the supporting factors and constraining factors for its implementation. DP3APPKB Surabaya launched this website-based digital service to facilitate complaints, consultations, and education, but its implementation has not been fully optimized. This study employs a qualitative descriptive approach with six informants comprising managers, internal users, and external users. Data was collected through interviews and analyzed using the Miles, Huberman, and Saldana model. The results of the study indicate that the quality of SIAP PPAK services is quite good in four dimensions of E-GovQual: Efficiency (ease of access), Trust (data security and privacy), Reliability (responsive features), and Citizen Support (community participation and support). The obstacles encountered include limited digital literacy, technical constraints, and a lack of cross-sector coordination outside of working hours. It is concluded that SIAP PPAK requires infrastructure strengthening, increased socialization, and optimization of human resources to maximize services for the protection of women and children.
Co-Authors Ach. Ilyasi Allen Pranata Putra Amaliyah, Khofifatul Amirul Mustofa Andriyani, Nuraini Kusuma Arief Cahyo Widodo Arini Sulistyowati Asy’ari, Maulana Nur Hasyim Diana Heni Lestari Dwi Wahyu Prasetyono Dwi Wahyu Prasetyono Dwi Wahyu Prasetyono Dwi Wahyu Prasetyono, Dwi Wahyu Esa Wahyu Endarti Esa Wahyu Endarti Falih Suaedi Hadi Susanto Haryati, Eny Heri Susanto Herik Mai Arifin Ibrahim, Kabiru Hannafi jurnalmap map Khusna, Masfufa Zulfa Litafira Syahadiyanti Mohammad Natsir Mujiati Mujiati Nur Havivah Nuraini Kusuma Andriyani Onny Pramana Yudhia Onny Pramana Yudhia Pitaloka, Yanesty Ayu S. Suyanto, S. Sujani - Supriyanto - Supriyanto Supriyanto Susanto, Heri Valensius Jemada Wijonarko, Gugus Yanuar Fauzuddin Yudhia, Onny Pramana