Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Proceeding of International Conference on Social Science and Humanity
Dwinta, Elzha Cindi
Unknown Affiliation
Agriculture, Biological Sciences & Forestry Earth & Planetary Sciences Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Mechanical Engineering Public Health Social Sciences Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
THE EFFECTIVENESS OF THE E-SAMBAT APPLICATION IN IMPROVING THE QUALITY OF SERVICE AND COMMUNITY COMPLAINTS (STUDY AT THE PASURUAN CITY COMMUNICATION, INFORMATICS AND STATISTICS OFFICE) Dwinta, Elzha Cindi; Mursyidah , Lailul
Proceeding of International Conference on Social Science and Humanity Vol. 2 No. 2 (2025): Proceeding of International Conference on Social Science and Humanity
Publisher : PT ANTIS INTERNATIONAL PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/icossh.v2i2.362

Abstract

Objective: This study aims to evaluate the effectiveness of the e-Sambat application in enhancing the quality of public complaint services in Pasuruan City and to identify supporting and inhibiting factors in its implementation. Method: A descriptive qualitative method with an inductive approach was employed, using Gibson’s (2011) effectiveness framework and Zeithaml et al.’s service quality dimensions (in Hiplunudin, 2017). Data were collected through observations, in-depth interviews, and documentation to capture both process and outcome dimensions. Results: The findings indicate that the e-Sambat application plays a significant role in streamlining the public complaint process and has contributed positively to service quality, particularly in terms of responsiveness and reliability. Nevertheless, the limited number of users remains a major obstacle, largely due to insufficient socialization and system optimization. Despite these challenges, the services provided through e-Sambat are perceived as satisfactory and capable of addressing various community complaints effectively. Novelty: This research provides new insights into the role of digital complaint systems at the municipal level, highlighting e-Sambat not only as an administrative innovation but also as a strategic instrument for improving citizen engagement and fostering sustainable public service transformation.
Co-Authors Mursyidah , Lailul