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All Journal Jurnal Indonesia Sosial Teknologi Business and Applied Management Journal
Dwi Putranto Riau
Universitas Terbuka, Indonesia
Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Digital Transformation in Public Services: Effect of RBA OSS Implementation in South Jakarta Fitri Yunianto Hapsari; Dwi Putranto Riau; Sofjan Aripin
Jurnal Indonesia Sosial Teknologi Vol. 5 No. 6 (2024): Jurnal Indonesia Sosial Teknologi
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jist.v5i6.1141

Abstract

This research investigates the effect of implementing the Risk-based Online Single Submission System (OSS RBA) on the quality of licensing services in South Jakarta. This research aims to evaluate policy implementation factors that influence the quality of licensing services and identify the implications of these findings. The research method used is Structural Equation Modeling (SEM) Partial Least Squares (PLS), with a population of business actors in South Jakarta and a sample of 100 respondents using the OSS RBA System. The results of the analysis show that the factors of Communication, Resources, Disposition, and Bureaucratic Structure positively and significantly influence the quality of licensing services. Even though the Public Factor does not show a statistically significant influence, its contribution still has an overall effect on service quality. These findings imply that greater attention should be paid to these aspects in designing policies and strategies to improve the effectiveness of public services. Thus, this research provides valuable insights for the development of practices and policies in digital technology-based public services.
Evaluating Public Service Quality: Why Employee Performance Outshines Service Standards and Work Culture in Shaping User Satisfaction Fadly Achmad; Dwi Putranto Riau; Tora Akadira
Business and Applied Management Journal Vol. 3 No. 2 (2025): July-December
Publisher : Al-Qalam Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/bamj.v3i2.1638

Abstract

This study aims to analyze the relationships among service standards, work culture, and employee performance in customer satisfaction in public services. A quantitative associative approach was employed, using Structural Equation Modeling (SEM) with SmartPLS 3.0 for data analysis. The study involved 70 institutions representing the entire population of service users. The results indicate that service standards and work culture have positive but not statistically significant effects on customer satisfaction, whereas employee performance has a positive, statistically significant effect. Simultaneously, service standards, work culture, and employee performance have a moderate positive influence on customer satisfaction. These findings imply that improving employee performance should be prioritized to enhance customer satisfaction. At the same time, service standards and work culture need to be strengthened through more effective implementation and organizational development strategies. Strengthening these aspects can support better service quality and increase overall user satisfaction in public services.
Co-Authors Fadly Achmad Fitri Yunianto Hapsari Sofjan Aripin Tora Akadira