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All Journal The Indonesian Journal of Public Administration (IJPA) Journal of Tourism Economics and Policy
Susilawati, Andi Ceri
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Economics, Econometrics & Finance Public Health Social Sciences

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Etika Pelayanan Publik diera Digital Governance : Kajian Filsafat Administrasi Publik Halim, Didin; H, Herman; Susilawati, Andi Ceri; Adawiyah, Putri Rabiah El; Has, Nur Izzatunnisa; Zumarina, Zumarina
The Indonesian Journal of Public Administration (IJPA) Vol 11, No 2 (2025): THE INDONESIAN JOURNAL OF PUBLIC ADMINISTRATION (IJPA) JULI-DESEMBER 2025
Publisher : Department of Public Administration, Faculty of Social and Political Science, Universitas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52447/ijpa.v11i2.8985

Abstract

Kemajuan teknologi digital telah mengubah secara mendasar cara administrasi publik dilihat dari pemerintahan masa kini yng mulai beralih ke paradigma pemerintahan digital, di mana pemanfaatan informasi teknologi, menjadi komponen utama dalam penyediaan layanan publik. Penelitian ini bertujuan untuk mengetahui bagaimana etika pelayanan publik diera tata kelola digital yang dilihat dari perspektif kajian filsafat administrasi publik. Penelitian ini dilakukan dengan metode pendekatan kualitatif melalui kajian studi pustaka ,  sumber data primer dan sekunder, pengumpulan data berdasarkan observasi dari studi ini analisis data menggunakan metode interaktif yang meliputi pernyajian data, kondensasi data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa temuan utama mengungkapkan hakikat pelayanan publik berisiko tereduksi menjadi transaksi data yang impersonal (krisis ontologis); rasionalitas teknis berbasis data menyisihkan kearifan moral dalam pengambilan keputusan (krisis epistemologis); dan nilai-nilai fundamental seperti keadilan, empati, dan akuntabilitas terkikis oleh fenomena dehumanisasi serta bias algoritmik (krisis aksiologis). Oleh karena itu, digitalisasi bukan sekadar tantangan teknis, melainkan sebuah persoalan etis yang mendalam.
Evaluation of Service Quality in Improving Public Satisfaction at The Population and Civil Registration Service (Disdukcapil) of Makassar City Iva, Muhammad Irvan Nur; Susilawati, Andi Ceri; Ramadani, Adelia; Tang, Ibunga; Amalia, Nurul
Journal of Tourism Economics and Policy Vol. 6 No. 2 (2026): Journal of Tourism Economics and Policy (April – June 2026) - In Press
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/jtep.v6i2.1629

Abstract

This study aims to evaluate the quality of public services at the Population and Civil Registration Office (Disdukcapil) of Makassar City, focusing on five dimensions of service quality: tangible, reliability, responsiveness, assurance, and empathy. The primary research source is secondary data in the form of a review of literature, articles, journals, regulations, and websites relevant to this study, while interviews with respondents are used as supporting materials. The results indicate that Disdukcapil services have generally been running well, characterized by friendly, consistent, and fair staff attitudes, as well as prioritizing services for the elderly and pregnant women. However, there are still shortcomings in the tangible dimension, such as the lack of information boards at service chairs, which sometimes confuses the public, and in the empathy dimension, where attention to people with disabilities is not optimal. The literature review supports the finding that the empathy dimension is an important indicator of public satisfaction with public services. Thus, although service quality is already positive, improvements in tangible aspects and attention to the special needs of the community are essential for public services to be more inclusive and effective.
Co-Authors Adawiyah, Putri Rabiah El Halim, Didin Has, Nur Izzatunnisa Herman H, Herman Iva, Muhammad Irvan Nur Nurul Amalia Ramadani, Adelia Tang, Ibunga Zumarina, Zumarina