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All Journal Efisiensi : Kajian Ilmu Administrasi Jurnal Kebijakan Kesehatan Indonesia Publisia: Jurnal Ilmu Administrasi Publik Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo Madura JURNAL KOLABORASI Masyarakat, Kebudayaan dan Politik Journal of Economic, Bussines and Accounting (COSTING) JURNAL MUQODDIMAH : Jurnal Ilmu Sosial, Politik dan Hummaniora Tibuana : Journal of Applied Industrial Engineering Cakrawala: Jurnal Litbang Kebijakan PERSPEKTIF Publica: Jurnal Pemikiran Administrasi Negara Indonesian Journal of Cultural and Community Development Indonesian Journal of Law and Economics Review Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis Tax Literacy and Leadership Agility: Indigenous Peoples Awareness in Paying Taxes Jurnal Manajemen Publik dan Kebijakan Publik (JMPKP) Jurnal Ilmu Sosial dan Ilmu Politik Malikussaleh (JSPM) Jurnal Administrasi Pemerintahan Desa Indonesian Journal of Education Methods Development Indonesian Journal of Innovation Studies Indonesian Journal of Public Policy Review Procedia of Social Sciences and Humanities Hulondalo Jurnal Ilmu Pemerintahan dan Ilmu komunikasi (JIPIK) JKMP (Jurnal Kebijakan dan Manajemen Publik) Journal Publicuho NeoRespublica : Jurnal Ilmu Pemerintahan Journal of Empowerment and Community Service JANE (Jurnal Administrasi Negara) Web of Scientist: International Scientific Research Journal Indonesian Journal of Public Administration Review RESLAJ: Religion Education Social Laa Roiba Journal Journal Pemberdayaan Ekonomi dan Masyarakat Journal of Economics and Economic Policy Journal for Technology and Science Frontiers in Research Journal IJEFSD House of Wisdom: Journal on Library and Information Sciences Proceeding of International Conference on Social Science and Humanity Journal of Geography, Regional Planning and Development Academia Open
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Service Quality of Child Identity Card Issuance via Plavon Dukcapil: Kualitas Layanan Penerbitan Kartu Identitas Anak melalui Plavon Dukcapil Mochamad Khoirudin Afid; Isnaini Rodiyah
Academia Open Vol. 10 No. 2 (2025): December
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/acopen.10.2025.12779

Abstract

General Background: Population growth in Indonesia increases demand for accessible and efficient public services, particularly in population administration and civil registration. Specific Background: The Population and Civil Registration Office of Sidoarjo Regency implemented the web-based Plavon Dukcapil system to facilitate administrative services, including Child Identity Card issuance as an essential legal identity document for children. Knowledge Gap: Although digital services have been introduced, concerns remain regarding service infrastructure, procedural delays, and limited public awareness of administrative service procedures. Aims: This study aims to describe the quality of population administration services through Plavon Dukcapil, focusing on Child Identity Card services using the service quality dimensions of Zeithaml, Parasuraman, and Berry. Results: Using a descriptive qualitative approach, the study shows that tangible aspects indicate professional staff performance and adequate supporting facilities, although waiting seating remains limited. Reliability reflects clear service procedures but delays in document publication due to incomplete submissions and system disruptions. Responsiveness demonstrates fast complaint handling through hotlines and social media, despite limited direct public socialization. Assurance confirms cost-free services and secure management of population data, strengthening public trust. Empathy reveals friendly and non-discriminatory staff providing clear guidance to service users. Novelty: This study provides an integrated evaluation of digital population administration services through Plavon Dukcapil by applying a multidimensional service quality framework to Child Identity Card services. Implications: The findings emphasize the importance of improving service facilities, system stability, and public socialization to support sustainable digital public service delivery. Highlights: Professional staff conduct and adequate infrastructure support administrative processing, yet seating capacity remains insufficient during peak visits. Clear operational procedures exist, but document verification and system disruptions contribute to processing delays. Cost-free processing and protected demographic records strengthen public trust and user satisfaction. Keywords: Service Quality, Child Identity Card, Plavon Dukcapil, Population Administration Services, Public Service Innovation
Evaluasi Aplikasi E-Buddy dalam Meningkatkan Efisiensi Pelayanan Administrasi Surat Dinas di Pemerintah Desa Kajeksan Kecamatan Tulangan Eka Azhar Abiyyah; Isnaini Rodiyah
Jurnal Manajemen Publik dan Kebijakan Publik (JMPKP) Vol. 8 No. 1 (2026): Jurnal Manajemen Publik dan Kebijakan Publik (JMPKP)
Publisher : Program Studi Administrasi Publik Universitas Muhamamdiyah Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36085/jmpkp.v8i1.9571

Abstract

Pelayanan administrasi surat dinas memerlukan pengelolaan efisien dan akuntabel sebagai fondasi komunikasi resmi pemerintahan. Penelitian ini mengkaji permasalahan rendahnya optimalisasi fitur disposisi dan ketergantungan pada sistem manual dalam penerapan aplikasi E-Buddy di Pemerintah Desa Kajeksan. Tujuan penelitian adalah mengevaluasi efektivitas aplikasi E-Buddy dalam meningkatkan efisiensi pelayanan administrasi surat dinas menggunakan teori evaluasi kebijakan William N. Dunn (2003) dengan enam kriteria: efektivitas, efisiensi, kecukupan, pemerataan, responsivitas, dan ketepatan. Penelitian menggunakan metode kualitatif deskriptif dengan teknik wawancara mendalam, observasi, dan dokumentasi terhadap tiga informan kunci. Hasil penelitian menunjukkan bahwa aplikasi E-Buddy efektif dalam meningkatkan kecepatan pelayanan dan ketertiban administrasi, namun belum optimal karena rendahnya pemanfaatan fitur disposisi (hanya 2-3% dari total surat masuk), kesenjangan digital aparatur, serta kendala teknis. Dari enam kriteria evaluasi, hanya aspek ketepatan yang mencapai tingkat optimal, sementara lima kriteria lainnya masih memerlukan perbaikan melalui peningkatan kapasitas SDM, stabilitas teknis, dan penguatan SOP.
Co-Authors Abadi, Totok Abdillah Fajar Achmalul Jannah Adila, Salsabila Adilita, Vara Riya afifah, Ike Nur Afinda Siti Fatimah Afrizal, Arrasyidin Diva ahmad rizal Al Rasyid, Husain Ibrahim Alfarizi, Mochamat Royfen Cahya Amalia, Dinda Rizka Andriani, Juwika Prisca Angelina Alda Reza Anjelina, Poppy Ardiansyah, Moch. Ardianti, Elza Dwi Nur Arsiyah Arsiyah Arum Puspita Sari Asmunif Asri Yuni Lestari Aurandhi Sp , Alnesta A’yuningsih, Zumrotul Bahlamar, Ahmad Riyadh Umar Bolanitan, Zeyromita Oversi Budi, Ari Setia Churil Fauziah Cynthia Nanda Sari Damayanti, Novia Rahma Devi Anggraeeni Fitria Putri Dinariyanti, Surya Dinillah, Rizki Rahma Dwi Purnamasari Dwiantoko, Meisya Putri Eka Alfajri Oktaviani Eka Azhar Abiyyah Eka Yulianti Eni Rustianingsih Eri Mega Selvia Erna Sulistiawati Fara Adiba Febrianti, Ais Arfia Fitrasari, Bela Mulia Fitri Lestari, Winda Fitria Agustina, Isna Gading, Prabu Rama Ghania Nasha Gyzzellafora Indyaningtyas Handayani, Titin Dwi Hanifah, Ayum Hendra Sukmana Hernandya, Clarafika Dian Hikmah , Kharisma Nur Ika Ratna Indra Astutik Ikhsan Setiawan Ikhsan Setiawan Ikhtiarini, Eva Ilifiyah Ilmi Usrotin Choiriyah Ilmi Usrotin Choiriyah, Ilmi Indah Permata Sari Inggit Putri Rengganis Irianto, Jusuf Irsanti, Nur Indah Islami, Susila Nur Isna Fitria Agustina Isnanik, Isnanik Kartikasari, Shanti Khabibi, Akhmad Khasanah, Ushwatun Khisbi, Mochammad Alfalah KHOIRUL ANAM Khoirunnisa Khoirunnisa Khoirunnisak, Khoirunnisak Kholipatun Kholipatun Kholipatun Kholipatun Koernea, Annisha Dini Kuria, Mufidatul Lailul Mursyidah Larasati, Tian Lestari, Asri Yuni Lestari, Fitriah Eka Machmudah, Linda MAGFIROH, LAILATUL Magya Ramadhania Putri Mai Puji Lestari Makhnunah, Ainul Manzila, Fina Maulany Sukma Arum Habibah Mauludi, Farah Rifki Azmi Miftahul Jannah Miftakhurrokhmi Miftakhurrokhmi Mochamad Khoirudin Afid Mohamat Riski Rosandy Monicha Puspitasari Muhammad Abdur Rozaq Muhammad Reza Hardianto Muhammad Rizal Habibi Mulisalsabilla, Shinta Ana Murdiono, Maskup Nadiah, Amelia Ruli Nanda Bayu Saputra Ningrum, Retno Agustin Nisa, Arum Choirun Novitasari, Wulan Novitasari, Yurike Nugroho, Reka Fitriana Nur Hidayah, Meisita Nur Indah Irsanti Nur Maghfirah Aesthetika Nur Michmidatin Nur Rochmah Yulia Safitri Pangesthu, Rizal Angger Permata, Ellena Dias Pramesswary, Ikko Della Puspitasari, Monicha Putmala Sari, Riska Putri, Maulidiva Arisia Rachma, Fanisya Lailiya Raden Mohamad Herdian Bhakti Radita Andriana Madjid Rahmawan, Alfan Dian Rahmawati, Della Rahmawati, Reni Rama Gading, Prabu Rizqi Della Fransisca Robby Ilham Prakoso, Racmad Roro Tantiko Dariyatun Nur Sanggito Rusydina Nurul Aini Salima, Nabila Salsabilla, Fadya Santoso, Suwandi Iwan Saputri, Irmayanti Dwi Sari, Risa Sarif Hidayatullah Sekar Ayu Purwanti Sholikah, Rifatus Silvi Nur Kristianingsih Sindiana, Dina Ayu Siti Eka Novi Siti Fatimah Sofi Intan Febrianti Solicha, Fira Solichah, Maulidatus Stella Erdityaningrum Januarti Stella Erdityaningrum Januarti, Stella Erdityaningrum Suciati, Detik Sugiyono, Bunga Fadilah Senja Putri Suhartatik, Maria Anis Sulianti Wahida Astuti Sulistyowati, Anisa Susi Pandan Sari Syavitri, Nadiya Ami Totok Totok Totok Wahyu Abadi Tusya'diyah, Halimah U.B, Ahmad Riyadh Ulfa, Chilmia Rochmawati Maria Ulyah, Roudhotul Syarifah Umaningrum, Cahyani Vidy Vicesa Alviyah Windari, Verikah Dwi Wiwik Sulistiyowati Yuli Mardani Yuli Mardani Yuliati, Andhini Rizki Zurroida Nurfatmi