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All Journal Ilmu Administrasi Publik JURNAL KOLABORASI Otoritas : Jurnal Ilmu Pemerintahan Matra Pembaruan: Jurnal Inovasi Kebijakan Dinamika : Jurnal Ilmiah Ilmu Administrasi Negara Jurnal Pengabdian Dharma Laksana Gema Kampus IISIP YAPIS Biak PINISI Discretion Review MODERAT: Jurnal Ilmiah Ilmu Pemerintahan PENGABDI: Jurnal Hasil Pengabdian Masyarakat Jurnal PADMA: Pengabdian Dharma Masyarakat Jurnal Abdimas Bina Bangsa Jurnal Pajak dan Bisnis (Journal of Tax and Business) Journal of Indonesian Scholars for Social Research MODERAT: Jurnal Ilmiah Ilmu Pemerintahan
Rijal Rijal
Department Of Public Administration, Universitas Handayani Makassar
Religion Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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EFEKTIVITAS IMPLEMENTASI APLIKASI LAYANAN PUBLIK BERBASIS DIGITAL (MAKASSAR SMART CITY) DALAM MENINGKATKAN KEPUASAN MASYARAKAT Rijal, Rijal; Jusman, Jusman; Nasrullah, Nasrullah; Sukmawati, Sukmawati
Moderat : Jurnal Ilmiah Ilmu Pemerintahan Vol 11 No 4 (2025): November 2025
Publisher : Program Studi Ilmu Pemerintahan FISIP Universitas Galuh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25157/moderat.v11i4.5223

Abstract

This study aims to assess how effective the implementation of digital-based public service applications is in the context of Makassar Smart City and its impact on public satisfaction. Digital services such as Rindu Capil, Smart RT/RW, Service Portal, and Call 112 are designed to improve the efficiency, access, and quality of public services in Makassar City. The method used in this study is qualitative descriptive with data collection techniques through in-depth interviews, observation, and documentation, as well as data analysis following the Miles and Huberman model. The results of the study indicate that the application of digital in public services facilitates access and increases efficiency. However, the effectiveness of its implementation still faces various challenges. Some of the main obstacles include the lack of adequate internet infrastructure, low comfort of using applications by the general public, slow response of institutions to complaints, and lack of socialization and understanding of digital in the community. In addition, it was revealed that there was a difference between what the system promised and the reality of services in the field. Support from the government through training programs, digital education, and the role of RT/RW heads are very important in encouraging the use of applications evenly and sustainably. This study reveals that success in digital transformation in the public service sector is not only determined by the availability of technology, but is also influenced by the readiness of human resources, the speed of institutional response, and cooperation between various levels of government and society. The findings of this study are expected to be the basis for policy recommendations for the Makassar City government in improving the digitalization strategy of public services towards a smarter, more inclusive, and participatory city.
Co-Authors A. Masse Dadang A. Sahat Abd. Rahman Abdul Latief Arda Abdul Mahsyar Abdul Mahsyar Abdul Rahman Adnan Ma'ruf Amiruddin Amiruddin Andy Sahat Maasi Sigalingging D Rudolf Leiwakabessy D. Rudolf Leiwakabessy Dahyar Daraba Darlin Darlin Darlin Darlin Darlin Delly Mustafa Djamil Hasim Djamil Hasim Djamil Hasim Djamil Hasim Djamil Hasyim Djunaedi Djunaedi Dominggus Rudolf Leiwakabessy Handayani, Sri Hasim, Djamil Hepi Hastuti Hermanu Iriawan Hermanu Iriawan Hermanu Iriawan Hermanu Iriawan Hermawati Mappiwali Iriawan, Hermanu Irwan Irwan Irwan Irwan Irwan Irwan Jusman Jusman Jusman Jusman Krismiyati Leiwakabessy, D. Rudolf Leiwakabessy, Dominggus Rudolf Maasi Sigalingging Maasi Sigalingging, Andy Sahat Markus Firdinan Semuel Moh Sudi Musdalifah Haz Musdalifah Haz Nasrullah Nasrullah Nasrullah Nasrullah Rani Maswati Rumbekwan, Batseba Salehuddin Salehuddin Samar Samar, Samar Sigalingging, Andy Sigalingging, Andy Sahat Sigalingging, Andy Sahat Maasi Sitti Mukhlisa Kahar Musakkir Sitti Sahara Syamel Sudarmi Sudarmi Sukmawati Suleman, Sukur Sutrimono Sutrimono Syamel, Sitti Sahara Tetty Pangaribuan Utami, Ayu Kurnia Yanes Mirino