ANALYSIS OF THE DIMENSIONS OF PUBLIC SATISFACTION IN ONLINE BASED PUBLIC SERVICES AT THE ONE STOP INVESTMENT AND INTEGRATED SERVICES OFFICE

Merlitriaswati Merlitriaswati; Abdul Mahsyar; Pardamean Daulay

doi:10.55047/jekombital.v3i4.939

Merlitriaswati* Universitas Terbuka
Abdul Mahsyar Universitas Muhammadiyah Makassar
Pardamean Daulay Universitas Terbuka

DOI: https://doi.org/10.55047/jekombital.v3i4.939

Keywords: Digitalization, Online Public Services, Public Satisfaction, Service Quality, Servqual

Abstract

Technological development and advancement have influenced public services with the transition from conventional public services to online-based services, as implemented at the Investment and One-Stop Integrated Services Office (DPMPTSP) of Tana Toraja Regency. However, the online-based services that have been implemented still have many weaknesses. This research aims to analyze and describe the dimensions of public satisfaction in online-based public services. The research uses a qualitative approach with a case study type, and data is collected through interviews, observation, and documentation. Data is analyzed qualitatively using the Miles and Huberman model. The results show that the five dimensions of service quality according to Servqual theory meet public expectations. To improve online-based services according to public demands, several things need attention. First, the tangible dimension needs to be complemented with supporting facilities such as waiting rooms. Second, in the responsiveness dimension, service decreases when the number of residents being served is very high, necessitating additional staff, especially to serve residents who do not yet understand how to operate the application system. Third, the assurance dimension requires the provision of computer facilities that can be accessed directly by users and improved internet connectivity so that slow data transfer in online business licensing services through the OSS application can be enhanced. Fourth, the empathy dimension involves providing satisfactory services and helping citizens in need. This study suggests improving ICT capacity, increasing the number of employees, and enhancing employee knowledge and technical skills in using computer programs.

References

Afrizal, A. (2018). Transformasi Digital Pemerintahan Desa: Dalam Perspektif Regulasi dan Literasi Digital. Kencana.

Carter, L., & Bélanger, F. (2005). The utilization of e-government services: Citizen trust, innovation and acceptance factors. Information Systems Journal, 15(1). https://doi.org/10.1111/j.1365-2575.2005.00183.x

Dewi, K. I. L., Yulianthini, N. N., & Telagawathi, N. L. W. S. (2019). Pengaruh Dimensi Kualitas Pelayanan terhadap Kepuasan Pelanggan Pengguna BPJS Kesehatan di Kota Singaraja. Bisma: Jurnal Manajemen, 5(2). https://doi.org/10.23887/bjm.v5i2.22011

Ho, A. T. K. (2002). Reinventing local governments and the E-government initiative. Public Administration Review, 62(4). https://doi.org/10.1111/0033-3352.00197

Kadir, A. (2019). E-Government: Strategi Pelayanan Publik Abad 21. Andi Offset.

Mahsyar, A. (2011). Masalah Pelayanan Publik Di Indonesia Dalam Perspektif Administrasi Publik. Otortitas, I(2), 81–90.

Maulani, S., & Setiawan, T. (2024). Inovasi Pelayanan Publik Melalui Aplikasi Sistem Pelayanan Izin Terbuka Elektronik (SiPeka) di DPMPTSP Provinsi Banten. Kebijakan : Jurnal Ilmu Administrasi, 15(1), 10–24. https://doi.org/10.23969/kebijakan.v15i1.6177

Miles, M. B. A., & Huberman, M. (1994). Qualitative Data Analysis A Methods Sourcebook. In Experiencing Citizenship: Concepts and Models for Service-Learning in Political Science.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.

Sophia, S., & Sudrajat, A. (2023). Pengaruh E-Service Quality Terhadap Kepuasan Masyarakat Dalam Penggunaan Website SI Teteh Pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kab. Karawang. Innovative: Journal Of Social Science Research, 3(4), 18–29.

Sudarsono, B. (2017). Implementasi Sistem Informasi Pelayanan Publik. Andi Offset.

Tjiptono, F. (2005). Pemasaran Jasa. Penerbit Andi.

Tjiptono, F., & Diana, A. (2020). Strategi Pemasaran: Prinsip dan Penerapan. Andi Offset.

Wibowo, A. (2018). E-Government: Solusi Administrasi Pemerintahan di Era Digital. Prenada Media.

Wibowo, S., & Muflihah, N. (2022). Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Menggunakan Metode Servqual Di Sanjaya Fitnes Jombang. Jurnal Penelitian Bidang Inovasi & Pengelolaan Industri, 1(2). https://doi.org/10.33752/invantri.v1i2.2324