Evaluasi Dampak Sistem Pemerintahan Berbasis Elektronik (SPBE) terhadap Pelayanan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Subang - Diah Andani; Ade Suparman (Fakultas Ilmu Administrasi Universitas Subang, 2025)
Abstrak Penelitian ini bertujuan untuk mengevaluasi dampak penerapan Sistem Pemerintahan Berbasis Elektronik (SPBE) terhadap kualitas pelayanan publik di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Subang. Penerapan SPBE merupakan salah satu upaya pemerintah untuk mendorong transformasi digital dalam penyelenggaraan layanan publik agar lebih efektif, efisien, dan transparan. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan teknik survei, melalui penyebaran kuesioner kepada masyarakat yang telah menggunakan layanan perizinan di DPMPTSP. Penilaian kualitas layanan dianalisis menggunakan model SERVQUAL yang mencakup lima dimensi utama, yaitu keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan bukti fisik (tangibles). Hasil penelitian menunjukkan bahwa secara umum, penerapan SPBE berdampak positif terhadap peningkatan kualitas pelayanan publik. Responden menilai bahwa sistem digital mampu memberikan informasi yang akurat, pelayanan yang tepat waktu, dan respons cepat terhadap keluhan atau pertanyaan. Selain itu, transparansi proses dan jaminan keamanan data turut meningkatkan kepercayaan masyarakat. Meskipun pelayanan dilakukan secara digital, petugas tetap menunjukkan empati dan kepedulian terhadap kebutuhan individu, serta menyediakan bantuan langsung jika dibutuhkan. Namun demikian, beberapa tantangan seperti gangguan teknis dan keterbatasan literasi digital masyarakat masih menjadi hambatan dalam optimalisasi layanan. Oleh karena itu, perlu adanya strategi peningkatan kapasitas sumber daya manusia, edukasi digital kepada masyarakat, serta pemeliharaan sistem yang berkelanjutan agar kualitas pelayanan publik melalui SPBE dapat terus ditingkatkan. Kata kunci : SPBE, pelayanan publik, DPMPTSP, kualitas layanan, SERVQUAL, digitalisasi pemerintahan Â Abstract This study aims to evaluate the impact of the implementation of the Electronic-Based Government System (SPBE) on the quality of public services at the Investment and One-Stop Integrated Services Office (DPMPTSP) of Subang Regency. The adoption of SPBE is part of the government's efforts to promote digital transformation in public service delivery, aiming for greater effectiveness, efficiency, and transparency. This research employed a quantitative approach using survey methods, by distributing questionnaires to community members who had utilized the licensing services provided by DPMPTSP. The quality of services was analyzed using the SERVQUAL model, which includes five key dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The results show that, in general, the implementation of SPBE has had a positive impact on improving public service quality. Respondents reported that the digital system provides accurate information, timely service delivery, and quick responses to complaints or inquiries. Furthermore, the transparency of the process and the security of digital data have increased public trust. Although services are provided digitally, staff members still demonstrate empathy and attentiveness to individual needs, including offering direct assistance when needed. However, several challenges remain, such as technical disruptions and limited digital literacy among some community members. Therefore, strategies for improving human resource capacity, public digital education, and regular system maintenance are necessary to ensure the sustainability and quality of public services through SPBE. Keywords: SPBE, public service, DPMPTSP, service quality, SERVQUAL, digital governance