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All Journal JURNAL PENDIDIKAN TAMBUSAI International Journal of Health, Economics, and Social Sciences (IJHESS) Jurnal Administrasi Publik dan Kebijakan (JAPK) Jurnal Kolaboratif Sains Research Review: Jurnal Ilmiah Multidisiplin Public Policy Journal Journal of Governance and Public Administration Jurnal Ilmu Sosial Ekonomi dan Politik (JISOSEPOL) Jurnal Pustaka Cendekia Hukum dan Ilmu Sosial Asskruie: Jurnal Pengabdian Kepada Masyarakat Aksi Kita: Jurnal Pengabdian Kepada Masyarakat Indonesian Journal of Social Science and Education Jurnal Manajemen, Bisnis dan Kewirausahaan SANTINA: Jurnal Manajemen dan Administrasi Publik
Raihan A. Hanasi
Administrasi Publik, Universitas Negeri Gorontalo
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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ETHICS OF PUBLIC SERVICE IN ONLINE QUEUING SYSTEMS: AN ANALYSIS OF SERVICE FAIRNESS AND ACCESSIBILITY Nora Ramadhani; Nur Annisa Ismail; Raihan A. Hanasi; Revalina Is. Hiola; Mustika Yusuf; Moh Ilham Jahidji
Jurnal Administrasi Publik dan Kebijaka (JAPK) Vol 6, No 1 (2026): Jurnal Administrasi Publik dan Kebijakan (JAPK)
Publisher : Universitas Muhammadiyah Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30596/japk.v6i1.30656

Abstract

This study examines public service ethics in the implementation of an online queuing system, focusing on the aspects of fairness and service accessibility at the Bone Bolango Regency Public Service Center. The background of this study is rooted in the development of information technology, which has driven the transformation of public services toward a digital model to enhance the effectiveness, efficiency, and transparency of services provided to the public. The objective of this study is to analyze how the implementation of the online queuing system in public service is viewed from the perspective of public service ethics, particularly regarding equitable access to services. This study employs a qualitative approach using the library research method. Data were obtained from various literature sources, such as scientific journals, books, and articles relevant to the topic of digital public service. Data analysis was conducted using the Miles and Huberman model, which includes data reduction, data presentation, and drawing conclusions, and is supported by the SERVQUAL theory, which covers the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The results of the study indicate that online queuing systems can improve the quality of public services through ease of access, time efficiency, and certainty of service schedules. However, their implementation still faces challenges in the form of system disruptions, limited internet infrastructure, and low digital literacy among the public, which result in suboptimal accessibility.
Co-Authors Abdul Mahlan Taliki Adelia Safitri Husain Adha Ladjulu Alfina Dery Damayanti Alfridah Auliyah Mokoginta Alya Deswita Nur Hasan Alya Putri Pantoiyo Andini A. Rauf Andini Gagaube Atikah Kumisi Auralia Davina Salsabila Cidrawati Djafar Cipta Monoarfa Daniela Syalom Difanny Tulung Dwi Amalia Harun Dwi Pianita Burhan Ervina Kaluku Fadila Ladiku Fatma Nia Kasim Fatma Nia Kasim Fatriani I Sue Fazrurrahman Gunibala Febriany Hasnawati Napu Febrina Putri Iskandar Findra Riadi Fitra Kadir Fitriani I Sue Florasita Detuage Israh Miranti Wahab Izzatunnisa Akuba Magfira Olii Marsha Oktaviani Sila Miranti Lopo Moh Ilham Jahidji Moh Rizal Tuna Moh. Rifky Abdullah Mohamad Ilham Jahidji Mohamad Nazril Abjul Mohamad Rifky Abdullah Muhajir Riza M. Ahmad Mustika Yusuf Niyar Arisah Nora Ramadhani Nur Afni Zakaria Nur Alyanti Ibrahim Nur Alyanti Ibrahim Nur Anisa Katili Nur Annisa Ismail Nur Annisa Ismail Pratiwi Rahmatia Nasution Suaib Regina Alfanesya Machmud Regina Rahmadani Ismail Revalina Is. Hiola Ria Khairunnisa J. Kaharu Riskawati Ma’ruf Rizka Nurrahma Pahrun Rusli Isa Salsa Nabila Baks Siti Fatimah Siti Nurhaliza Labasir Sitriyani Gue Sitti Nurhalima Abuba Sri Junianti Labadjo Tiara Primasari A Olii Tri Nur Yumna Salsabila Vanisa Andira Bawole Vivi Septiani Amu Yacob Noho Nani Yasifah Tri Lewana Zaskia Kurnia Matahar Zulfikar Arya Miftha