Quality of Public Services Based on The Online Single Submission (OSS) System for Space Utilization Activity Conformity (KKPR) at The Public Works and Spatial Planning Agency of Samarinda City

Eny Agus Indriani (Mulawarman University)
Cathas Teguh Prakoso (Mulawarman University)
Kus Indarto (Mulawarman University)

Politeia : Journal of Public Administration and Political Science and International Relations
Vol. 4 No. 4 (2026): October 2026

This study aims to analyze the quality of public services based on the Online Single Submission (OSS) system regarding the Conformity of Space Utilization Activities (KKPR) permit at the Samarinda City Public Works and Spatial Planning Agency (Dinas PUPR), as well as to identify supporting and inhibiting factors. The study employs a qualitative descriptive approach, with data collected through interviews, observation, and documentation. Informants included one Head of the Spatial Planning Section, two staff members from the Spatial Planning Division of the Samarinda City PUPR Agency, and three KKPR service applicants. Supporting documents included Government Regulation No. 28 of 2025, OSS technical documents, the PUPR organizational structure, and institutional documentation. The analysis applied seven dimensions of Electronic Service Quality: efficiency, system availability, fulfillment, privacy, responsiveness, compensation, and contact. The results indicate that OSS has improved orderliness, documentation, and online accessibility for KKPR applications; however, overall service quality remains suboptimal. Efficiency is affected by document completeness, location suitability, the availability of Detailed Spatial Plans (RDTR) and Standard Industrial Classification (KBLI) codes, and system stability. Key obstacles include server disruptions, data synchronization issues, application tracking difficulties, limited outreach and training, inadequate facilities, and the complexity of technical documents. Privacy is relatively well-maintained and staff responsiveness is satisfactory, yet compensation remains the weakest dimension, as no formal mechanism exists to address system disruptions. Supporting factors include OSS integration, regulatory frameworks, digital documentation, staff assistance, and spatial planning forums. Improving service quality requires strengthening system stability, tracking capabilities, applicant assistance programs, outreach efforts, and formal mechanisms for handling technical issues.