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All Journal Smart Society: Community Service and Empowerment Journal Jurnal Indonesia Sosial Teknologi Journal of Social Studies and Education Business and Applied Management Journal
Dwi Putranto Riau
Universitas Terbuka, Indonesia
Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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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)
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.
Policy Strategies to Increase Public Participation through Digital Building Permits in Indonesia: A Qualitative Literature Review of SIMBG/OSS Dwi Putranto Riau; Siti Aisyah; Darmanto Darmanto; Rahmat Hidayat
Journal of Social Studies and Education Vol. 4 No. 1 (2026)
Publisher : Al-Qalam Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jsse.v4i1.3013

Abstract

This study aims to identify enabling conditions and develop strategies for strengthening public participation through the digitalization of building-permitting services using SIMBG/OSS-RBA. The study employed a qualitative research design with a literature review approach, analyzing peer-reviewed articles, regulations, government documents, and relevant institutional reports published between 2015 and 2025. Data were analyzed using the Miles and Huberman interactive model through data condensation, thematic display, comparison, and conclusion verification. The findings show that meaningful public participation depends on five interconnected dimensions: digital infrastructure and interoperability, public digital literacy, regulatory simplification, information transparency, and responsive e-participation mechanisms. Digitalization improves efficiency, traceability, transparency, and accountability, but technological availability alone does not ensure inclusive participation. The study concludes that SIMBG/OSS-RBA should be developed as an integrated governance instrument rather than merely an administrative platform. The implication is that local governments need to strengthen data integration, operator capacity, digital literacy, accessible information, complaint mechanisms, and participation indicators to create inclusive, transparent, responsive, and accountable building-permitting services.
Beyond Symbolic Government Branding: An Integrative Model of Public Trust in Indonesia's Digital Building Certification Services (SLF) Florentina Ratih Wulandari; Dwi Putranto Riau; Abdurrahman Rahim Thaha
Smart Society Vol. 6 No. 2 (2026): Smart Society
Publisher : FOUNDAE (Foundation of Advanced Education)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58524/smartsoc.v6i2.954

Abstract

Background: The digitalization of public regulatory services does not automatically strengthen public trust, participation, or regulatory compliance. In Indonesia, the Building Management Information System (SIMBG) supports the Certificate of Occupancy (SLF) process, yet certification outcomes remain influenced by users’ service experiences, communication quality, institutional credibility, and broader administrative conditions. This study examines government branding as a substantive service-based mechanism rather than merely a symbolic communication strategy. Methods: An explanatory sequential mixed-methods design was employed. The quantitative phase involved 300 SIMBG users from Sidoarjo, Semarang, and Bandung selected through purposive sampling and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The qualitative phase used semi-structured interviews and document analysis to explain and contextualize the quantitative findings. Findings: Public participation showed the strongest positive relationship with SIMBG adoption (β = 0.766), followed by communication quality (β = 0.562). SIMBG adoption was also strongly associated with SLF ownership (β = 0.712). Qualitative findings indicated that procedural transparency, communication clarity, responsive assistance, and consistency between government messages and actual service delivery shaped perceptions of institutional credibility. Technical assessment costs, limited availability of qualified experts, document revisions, and other non-platform requirements remained important barriers to certification completion. Conclusion: Effective digital building certification depends not only on technological availability but also on credible government-user relationships and a supportive certification ecosystem. Government branding becomes substantively credible when messages of convenience, transparency, and professionalism are reinforced by actual service performance. Novelty/Originality: This study positions SIMBG as a digital service-based brand touchpoint linking participation, communication quality, platform adoption, SLF completion, and public value.
Co-Authors Abdurrahman Rahim Thaha Darmanto Darmanto Fadly Achmad Fitri Yunianto Hapsari Florentina Ratih Wulandari Rahmat Hidayat Siti Aisyah Sofjan Aripin Tora Akadira