Publication Search

The rapid development of digital technology requires greater adaptive capacity in both the economic and educational sectors, including in rural areas. However, limited digital literacy and the continued use of conventional learning methods remain common challenges. This activity aims to enhance the competitiveness of micro, small, and medium enterprises (MSMEs) as well as the quality of primary education in Baharen Village, Sidamanik District, through the implementation of a Community Service Program (Kuliah Kerja Nyata/KKN). A descriptive qualitative approach with a participatory model was employed, actively involving MSME actors, teachers, and students throughout all stages of the program. The activities included assistance in the digitalization of the MSME Gerai Mumtazah through Google Maps registration and the implementation of the QRIS cashless payment system, as well as the application of interactive learning methods based on joyful learning at the Baharen Village State Elementary School. The results indicate an increase in students’ learning motivation and classroom participation, along with improved accessibility and transaction efficiency for the MSME partner. These findings suggest that community-based participatory service activities can make a tangible contribution to strengthening the local economy and improving the quality of education in rural areas.

The rapid advancement of digital technology demands a transformation in public communication to effectively engage Generation Z as digital natives. Through the Instagram account @swargaloka.sby, the Surabaya City Population and Civil Registration Department aims to drive e-KTP (electronic ID card) registration. Using a descriptive qualitative approach, this study examines digital communication strategies based on the framework of Chaniago and Majid (2024), which encompasses five key aspects: creativity, visual quality, audience alignment, posting consistency, and responsiveness. The analysis reveals that while appealing visuals and communicative language have successfully built audience engagement, actual participation in e-KTP registration remains suboptimal. This is attributed to a relevance gap between population administration issues and the daily lives of young people. The effectiveness of digital communication in driving tangible action depends on the account managers' ability to deliver more persuasive and personally relevant messaging to ensure a sustainable increase in administrative awareness in the digital era.

This study aims to determine the level of patient satisfaction with pharmaceutical services at the Bobotsari Community Health Center. Patient satisfaction is an important indicator that reflects the quality of healthcare services. This research employed a quantitative descriptive method using a SERVQUAL-based questionnaire, consisting of five dimensions: tangible, reliability, responsiveness, assurance, and empathy. A total of 100 outpatient respondents were selected through accidental sampling. Data were analyzed using descriptive statistics to determine satisfaction scores for each dimension. The results showed that the tangible dimension achieved 80.57% and the reliability dimension achieved 82%, both categorized as very satisfied. Meanwhile, responsiveness (79.02%), assurance (79.05%), and empathy (77.95%) were categorized as satisfied. The overall average satisfaction level was 79.72%, indicating that patients were generally satisfied with the pharmaceutical services. However, several aspects such as service speed, communication clarity, and personal attention from staff still require improvement. The findings emphasize the importance of maintaining service quality to achieve better patient experiences and public trust.

This study aims to evaluate the effectiveness of the Tahsin Qur'an program at Ma'had Al-Jamiah IAIN Kendari using the Goal Free Evaluation model. This evaluation emphasizes tangible results without being tied to the initial objectives of the program. This study uses a descriptive qualitative approach through observation, interviews, and documentation. The results indicate that the program has had a significant positive impact: participants showed improved reading ability in hijaiyah letters, mastery of basic tajweed, and increased self-confidence and spiritual closeness to the Quran. The high level of participant attendance and consistent enthusiasm for learning indicate active involvement in the learning process. The program has also proven to be able to create a conducive and sustainable learning community, even though it is run voluntarily without financial incentives. Several recommendations for development include the provision of advanced classes, improvement of learning materials, and increasing reach and wider support. This evaluation confirms that the andragogy-based tahsin learning approach is highly relevant for Quranic education for adults and deserves further development.

The community service program conducted by students during the Field Work Practice (PKL) at TPQ Nurul Huda, Riam Mengelai Village, is implemented as a tangible contribution to student guidance, focusing on enhancing religious competence, discipline, and worship skills. This program was motivated by the need to improve the quality of religious education systematically and according to the skill level of each student, making learning more effective and targeted. The objective of this service is to optimize student guidance by improving Quran reading skills, daily prayer memorization, moral development, and active participation in religious activities according to each class’s ability. The implementation method includes initial observation, planning a guidance program based on skill levels, direct teaching and learning, individual and group mentoring, and periodic evaluation. Students are divided into four classes according to their ability: Class 1 for students at IQRA’ levels 1 and 2, Class 2 for IQRA’ 3 and 4, Class 3 for IQRA’ 5 and 6, and Class 4 for students who can read the Quran fluently. Each class receives materials tailored to their level, ranging from introduction to Arabic letters, Quran reading, daily prayer memorization, to moral development and worship practices. This class-based guidance approach allows PKL students to provide focused attention, ensuring optimal learning outcomes. The results show significant improvements in students’ discipline, learning motivation, Quran reading skills, prayer memorization, and moral understanding. Class-based guidance according to skill levels provides each child with an appropriate learning experience, enabling maximal development. PKL students gain practical experience in early childhood religious education, lesson development, and classroom management. This program is expected to serve as a systematic, effective, and sustainable model for student guidance at TPQ Nurul Huda.

Adolescence is a crucial period in human development, characterized by biological, psychological, and social changes. At this stage, adolescents require proper understanding of reproductive health to prevent risky behaviors and to support the development of healthy and responsible attitudes. This community service activity aimed to improve students’ knowledge of reproductive health through socialization at State Vocational High School (SMKN) 1 Mempura, Siak Regency. The method used was descriptive qualitative with a focus on education through material delivery, interactive discussions, and question-and-answer sessions. The activity was conducted on August 14, 2025, at the SMKN 1 Mempura Hall, involving 39 students out of 50 targeted participants. Data were obtained through observation of students’ participation and documentation of the activity, and were then analyzed descriptively and qualitatively. The results showed that students were enthusiastic in attending the socialization and demonstrated improved understanding of reproductive health concepts, reproductive organ functions, personal hygiene, and the risks of unsafe sexual behaviors. The interactive discussion also revealed students’ willingness to ask questions and share perspectives, reflecting stronger attitudes and confidence in maintaining reproductive health. In conclusion, the socialization of reproductive health at SMKN 1 Mempura successfully enhanced students’ knowledge and awareness. Despite limitations in terms of time allocation and long-term evaluation, this activity provided tangible benefits. Future efforts are recommended to develop sustainable programs supported by additional learning media and closer collaboration with the school.

This study aims to assess the quality of patient care at the Emergency Unit of Sentani City Community Health Center, Jayapura Regency, by examining the experiences and perceptions of patients, their families, and healthcare workers regarding the service. The study used a qualitative approach with a descriptive design. Informants were selected using purposive sampling involving ER patients, their families, and healthcare workers involved in the ER service process at Sentani Community Health Center. Data were collected through in-depth interviews, non-participatory observation, and documentation studies. The data obtained were analyzed qualitatively through the stages of data reduction, data presentation, and conclusion drawing. The research analysis refers to seven dimensions of service quality, namely direct evidence (tangibles), reliability, responsiveness, assurance, empathy, service accessibility, and service systems and flows. The results of the study showed that service quality at the Sentani Community Health Center ER was in the fairly good category, especially the dimensions of empathy, reliability, and responsiveness of healthcare workers. Healthcare workers were friendly, responsive, and provided fair services without discriminating against patient backgrounds. However, a number of obstacles are still found that affect the optimization of services, including limited facilities and infrastructure, the number of health workers that is not commensurate with the service load, patient waiting times in certain conditions, the operating hours of the Emergency Room that are not yet 24 hours, and the low understanding of some patients regarding the applicable service system and flow.

This study aims to evaluate the quality of Trans Semanggi Suroboyo public transportation services with the support of the GoBis application system as a form of digital-based public service innovation in the city of Surabaya. The research method used is qualitative descriptive with the SERVQUAL (tangible, reliability, responsiveness, assurance, empathy) theoretical approach. The data used includes secondary data from the Surabaya Transportation Office, with the number of GoBis users reaching 327,018 people, GoBis balance users 42,833 people, and saving ticket users 2,095 people. The results of the study show that the tangible and reliability dimensions are relatively good, shown through modern fleet conditions and fairly consistent departure schedules. However, in the dimensions of responsiveness, assurance, and empathy, there are still obstacles related to the speed of response of digital systems, transaction security, and limitations of users' digital literacy. The utilization of GoBis' digital transaction feature is still low compared to the total number of application users. This study concludes that the success of Trans Semanggi Suroboyo is highly dependent on the integration between the quality of physical services and the effectiveness of the digital system. It is necessary to strengthen technological infrastructure, improve data security, and digital education for the public so that the quality of smart transportation in the city of Surabaya can run optimally and sustainably according to the principles of smart mobility.

Quality public service represents a key measure of effective governance, including police administrative services. The Mobile Driving License (SIM Keliling) service is one of the public service innovations in the traffic sector designed to improve accessibility for the community. This study examines the quality of Mobile SIM services delivered by the Traffic Directorate of the East Java Regional Police at Lippo Plaza Sidoarjo. This research used a qualitative descriptive approach. Data collection techniques included observation, interviews with Mobile SIM officers and service users, and documentation. Service quality was analyzed using five dimensions proposed by Luke and Heyns (2020) reliability, responsiveness, assurance, empathy, and tangibles.The findings reveal that the Mobile SIM service generally performs well. Reliability is evident in the implementation of services in accordance with established procedures, although issues remain regarding service time certainty and transparency of administrative costs. Responsiveness is reflected in the officers’ prompt and attentive responses to public needs during the service process. Assurance is supported by officers’ professionalism, competence, and efforts to safeguard personal data, which enhance public trust. Empathy is demonstrated through friendly behavior, attention to individuals with special needs, and assistance throughout the service process. In terms of tangibles, the service location and main facilities are considered adequate; however, supporting facilities and officer identification still require improvement. In conclusion, while the Mobile SIM service fulfills most service quality indicators, further improvements are needed in time management, administrative transparency, and supporting facilities to achieve more optimal service quality.

The implementation of e-government in government administration can make services more efficient, transparent, and reliable, as well as provide faster service to the public. The Sidoarjo Regency Population and Civil Registration Office launched the PLAVON website as a digital service. This study aims to describe the strategy for improving digital service quality from a public value perspective, focusing on the PLAVON website of the Sidoarjo Regency Population and Civil Registration Office. This research employs a descriptive qualitative approach, with data collected through interviews, observations, and documentation. The findings indicate that the quality of PLAVON’s digital services can be analyzed through three dimensions of public value: improved public service, improved administration, and improved social value. In the improved public service dimension, PLAVON enhances the ease and speed of population administration services; however, these improvements are still constrained by technical system disruptions and unstable website performance. In terms of improved administration, the implementation of digital services through PLAVON contributes to greater transparency and improved employee professionalism. Meanwhile, within the improved social value dimension, PLAVON plays a role in strengthening public trust in government institutions. This study emphasizes that the improvement of digital service quality is not solely dependent on technical factors but also on the government’s capacity to generate tangible and sustainable public value for the community.

This study aims to analyse the role of the East Java Provincial Transportation Agency in improving the quality of inter-city bus transportation services within the province (AKDP) based on Soekanto's role theory (in Solahudin et al, 2022), which is reviewed using three indicators: regulatory role, service role, and supervisory role. The research employed a qualitative research method with techniques of interviews, observation, and documentation of the Transportation Agency, Organda, PO owners, drivers and conductors, as well as passengers at Bungurasih Terminal. The results of the study show that in terms of regulation, the Transportation Agency has established tariff policies and Minimum Service Standards (SPM), but these have not functioned optimally as operational guidelines, as reflected in the low transparency of tariff information and the varying quality of the fleet. In terms of service, although safety inspection procedures and service facilities are available, the quality of safety, comfort, terminal facilities, as well as access to information and complaint mechanisms have not been consistently felt by users. In terms of supervision, tariff compliance control and SPM implementation remain weak and tend to be tolerant of irregularities. The main findings indicate a serious gap between normative standards and field practices, resulting in standards losing their coercive power as quality guarantors. Therefore, this study recommends strengthening the enforcement of standards in a firm and consistent manner, increasing the transparency of service and tariff information, and conducting supervision that is oriented towards tangible results for the community.

The digital transformation of public service delivery has become a central agenda in contemporary public administration, positioning local governments as critical actors in translating national digital strategies into tangible, citizen-facing outcomes. Despite rapid diffusion of digital platforms and e-government initiatives, substantial variation persists in the performance, inclusiveness, and sustainability of digital public services across local contexts. This variation points to persistent challenges related to administrative capacity constraints within local governments and uneven levels of citizen readiness to access and use digital services. Addressing these challenges, this article presents a comprehensive literature review that aims to (1) map the conceptual evolution of digital public service delivery in local governments, (2) synthesize empirical findings on the roles of administrative capacity and citizen readiness, and (3) identify key theoretical and empirical gaps in the existing scholarship. Methodologically, the study adopts a systematic literature review approach, drawing on peer-reviewed journal articles published in the last five years and indexed in major academic databases, including Scopus, Web of Science, DOAJ, and Google Scholar. The selected literature is analyzed using thematic synthesis, guided by an integrated theoretical framework combining Digital Government Theory and Digital Era Governance as overarching transformation lenses, Administrative Capacity and Capacity Building Theory and Competency-Based Human Resource Management to explain organizational and human resource determinants, Digital Divide Theory and the Technology Acceptance Model to capture citizen-side readiness and adoption dynamics, and Policy Implementation Theory to account for institutional and regulatory mediation. The synthesis reveals several dominant patterns: digital service performance is strongly conditioned by leadership, coordination, information capacity, and workforce competencies; citizen uptake is shaped not only by access and skills but also by perceived usefulness, ease of use, and trust; and policy design and implementation processes mediate the interaction between supply-side capacity and demand-side readiness. Importantly, the review shows that these factors are mutually constitutive rather than independent, challenging linear and technology-centric models of digital transformation. The article concludes by advancing an integrative conceptual understanding of local digital public service delivery and by outlining theoretical implications for digital public administration research as well as practical policy recommendations for designing inclusive, capacity-sensitive, and sustainable digital public services at the local level.

Leadership training has become a key instrument in public sector reform, driven by expectations that public managers act as strategic leaders to improve organizational performance and public service delivery. However, despite substantial investments, public administration research consistently highlights a gap between leadership training participation and tangible service improvements, particularly in resource-constrained local governments. Existing studies often examine leadership training effectiveness, training transfer, organizational change, and administrative capacity separately, resulting in limited integration across these interconnected processes. This fragmentation restricts understanding of how leadership competencies gained through training are transferred into practice, institutionalized through post-training change initiatives (Aksi Perubahan), and translated into sustainable administrative capacity and service outcomes. To address this gap, this integrative literature review synthesizes and critically analyzes peer-reviewed research on public sector leadership training, focusing on training transfer mechanisms, action-based change initiatives, and administrative capacity development in local governments, using the Tambrauw Regency Government as an illustrative context. The review draws on articles indexed in Scopus, Web of Science, and Google Scholar published between 2016 and 2025, selected based on public sector relevance and theoretical rigor. Using thematic synthesis and conceptual mapping, the findings show that leadership training contributes to service improvement only when supported by a conducive transfer climate, strong organizational commitment, and structured change projects. These change initiatives mediate the transformation of individual competencies into organizational routines, while administrative capacity determines the sustainability of outcomes. The study contributes to administrative capacity theory and provides practical insights for designing effective leadership training policies in peripheral local government contexts.

Public service quality plays a crucial role in ensuring that social assistance is delivered effectively to vulnerable communities. This study aims to analyze the quality of public services in the distribution of social assistance by the Social Service Office of Kerinci Regency and to identify improvement efforts undertaken by the institution. This research employed a descriptive qualitative approach using observation, interviews, and documentation techniques. Informants consisted of Social Service officials, social facilitators, and beneficiary communities. Service quality analysis was conducted using the SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, and empathy. The findings indicate that the social assistance distribution service in Kerinci Regency is generally adequate, particularly in the assurance and empathy dimensions. Beneficiaries feel that services are delivered fairly, transparently, and without discrimination. However, obstacles remain in the tangible, reliability, and responsiveness aspects, including limited service facilities, inaccurate beneficiary data due to incomplete DTKS updates, and delays in assistance distribution in remote areas caused by geographical constraints. To address these challenges, the Social Service Office has implemented periodic data validation, strengthened coordination with village administrations, and optimized digital-based social service information systems. This study provides empirical evidence that can serve as an evaluation reference for local governments in improving transparent, effective, and equitable social assistance services.

Regional financial management in the era of decentralization demands absolute transparency and accountability from local governments to the public. This article is the result of a Public Sector Audit Project aimed at critically analyzing the interrelationship among the three main pillars of auditing: financial accountability, regulatory compliance, and performance effectiveness through the Value for Money framework (3E: Economy, Efficiency, and Effectiveness). The methodology employed is descriptive qualitative research using document analysis techniques on Audit Reports (Laporan Hasil Pemeriksaan/LHP) and regional financial management regulations. The findings reveal an “accountability paradox,” where the achievement of an Unqualified Opinion (Wajar Tanpa Pengecualian/WTP) does not fully correlate with the absence of corruption practices or improvements in public welfare. The study identifies procurement of goods and services as well as grant expenditures as areas particularly vulnerable to non-compliance. Furthermore, the effectiveness aspect of budgeting is often neglected due to the predominantly administrative focus of audits. This article recommends transforming the role of Government Internal Supervisory Apparatus (APIP) into strategic partners, strengthening auditor independence, and integrating information technology–based audits to mitigate maladministration risks and ensure tangible economic benefits for society.

This study aims to examine in depth the organizational structure and communication patterns implemented by Karang Taruna Sendang in Karanglor Village, Manyaran District, over a three-month research period. Using a qualitative descriptive approach, data were gathered from primary sources through direct interviews and observations, as well as secondary sources including organizational documents involving fifteen informants consisting of the chairperson, administrators, and active members. The research subjects were determined using a purposive sampling technique, and data analysis was conducted through an interactive model, while data validity was ensured through triangulation of sources, methods, and time. The findings indicate that Karang Taruna Sendang implements an all-channel (star) communication pattern characterized by open deliberation mechanisms prior to the execution of every activity agenda. This effective communication pattern and smooth information flow have proven capable of minimizing organizational barriers and generating various tangible work programs that provide positive contributions to youth development and the welfare of the community in Karanglor Village.

Public transportation plays an important role in supporting community mobility and accelerating regional economic growth. To improve public transportation services in East Java, the East Java Provincial Transportation Agency introduced the Trans Jatim Bus system. However, its implementation still faces several challenges, including long bus arrival times, the use of mobile applications that are difficult for elderly users, and inconsistencies in the availability of supporting facilities such as seating and trash bins at bus stops. This study aims to analyze the quality of Trans Jatim Bus services based on the service quality dimensions proposed by Wirtz and Lovelock. The research employs a descriptive qualitative approach. Data were collected through interviews, observations, and documentation, and analyzed using stages of data collection, data reduction, data presentation, and conclusion drawing. The findings indicate that reliability has not met service standards due to prolonged waiting times. Responsiveness and assurance were found to meet service standards, as passengers expressed satisfaction with service responses and complaint handling. Empathy was considered adequate, although accessibility issues for elderly passengers remain. Tangible aspects were also sufficiently met, but inconsistencies were found in the provision of seating and trash bins at several bus stops. Based on these findings, the study recommends increasing the number of buses on corridor 2, evaluating bus schedules, conducting public awareness campaigns, and ensuring the consistent provision of seating and trash bins at all bus stops to improve overall service quality.

The empowerment program for Micro, Small, and Medium Enterprises (MSMEs) in Takaras Village, Manuhing Subdistrict, Gunung Mas Regency, was carried out to address the problem of low business visibility due to limited promotional media and minimal use of digital technology. Most MSMEs still relied on traditional word-of-mouth promotion, which restricted market reach and reduced competitiveness. To overcome this, the KKN Reguler I Team Group 55 of the University of Palangka Raya implemented activities consisting of informational banner installation and business location registration on Google Maps. The methods included field surveys, banner design planning using simple digital tools, direct assistance in location registration, and banner installation at business sites. The program involved 26 MSMEs, of which 18 received banner support. The installation of banners provided a clearer visual identity for each business, while the use of Google Maps significantly improved consumer accessibility to business locations and services. The results showed that the combination of offline (banners) and online (Google Maps) promotion was effective in increasing product visibility, attracting more customers, and strengthening consumer trust. This initiative also encouraged MSMEs to adopt digital technology in their marketing strategies. Overall, the program made a tangible contribution to the digital transformation of local MSMEs and laid the foundation for sustainable community economic competitiveness

This study aims to describe the role of Biology Education Community Service Program students in improving the quality of biology learning at SMPN 1 Mappakasunggu. This study used a descriptive qualitative approach with data collection techniques in the form of observation, interviews, and documentation. The results showed that the Community Service Program students played an active role in various aspects, from lesson planning, implementation of teaching and learning activities, to evaluation of learning outcomes. In addition, the Community Service Program students were also involved in mentoring simple practicums that helped students understand biology concepts more practically. They also contributed to the development of innovative learning media that facilitated students' understanding of the material. The presence of Community Service Program students at the school had a significant positive impact on improving students' conceptual understanding, motivation, and learning activity. Students showed higher enthusiasm in participating in biology learning and experienced improvements in their learning outcomes. Thus, the Community Service Program teaching program is a tangible form of student contribution in supporting the improvement of education quality, especially biology learning in schools with limited resources. This program also provides valuable experience for students to be directly involved in the world of education and have a positive impact on society.

This study examines the process of religious habituation among congregants at Masjid Jami’ Al-Barokah Yasda, South Jakarta, through the perspective of Peter L. Berger’s theory of social construction. The mosque implements a series of religious programs conducted consistently on a daily basis, including ta’lim, recitation of Rotibul Haddad, congregational shalat tasbih, Yasin Tahlil Barzanji, silaturahmi, and jaulah. This research aims to understand how these programs are designed, implemented, and interpreted so as to shape the religious patterns of the congregation. This study employs a qualitative descriptive approach, with data collected through in-depth interviews with the head of the Mosque Management Board (DKM) and direct observation of religious activities. The findings indicate that religious habituation in this mosque is formed through an interconnected process of social construction: religious programs are formulated by mosque administrators as an expression of religious values and vision (externalization), subsequently carried out on a regular basis until they are accepted as traditions and a collective identity of the mosque (objectivation), and ultimately internalized by congregants as values that shape religious attitudes and consciousness of piety (internalization) in their daily lives.Overall, these religious activities are oriented toward sustaining Rahmatan lil ‘Alamin da‘wah da‘wah that promotes goodness, inner peace, and social benefit for both congregants and the surrounding community. The findings demonstrate that religious habituation, when managed consistently and adaptively, is capable of fostering a living religious culture, strengthening piety, and generating tangible social impacts within an urban religious context.