Publication Search

Immigration services are a crucial part of public administration, playing a significant role in population mobility and immigration permit management. Evaluating public satisfaction with immigration services is essential to ensure optimal service quality. This study aims to analyze the level of public satisfaction and the key factors contributing to satisfaction with services at the Class I Special Immigration Office TPI Surabaya. A quantitative approach with a survey method was used to collect data from 1937 respondents who had received immigration services. Data analysis was conducted using the Public Satisfaction Index (IKM) technique and factor analysis with IBM SPSS 26 to identify dominant variables. The results indicate that immigration services received a high IKM score, though certain indicators require improvement, such as procedural clarity, processing time efficiency, and infrastructure. Factor analysis reveals that information availability, service fees, and officer responsiveness are the primary factors influencing public satisfaction. Based on these findings, enhancing service transparency, digitizing administrative processes, and optimizing the complaint management system are recommended strategies. The implementation of data-driven service improvements is expected to enhance immigration service quality and strengthen public trust in immigration institutions.

Managing budgets in public institutions is not merely a matter of calculating numbers, but also about ensuring that every rupiah spent generates a tangible impact on society. As public needs continue to grow, the Department of Population and Civil Registration (Disdukcapil) of Surabaya faces significant challenges in providing administrative services that are fast, accurate, and transparent. In this context, internal audits play a strategic role not only as tools for correcting errors, but also in ensuring that budget management is carried out wisely and effectively. This study aims to examine the role of internal audits in the budget management of Disdukcapil and their contribution to improving the quality of public services. Using a descriptive qualitative approach, data were collected through documentation, interviews, and literature review. The findings are expected to provide a comprehensive overview of the relationship between internal oversight and the quality of public services in Surabaya.

Public service is an essential element that reflects the quality of governance in Indonesia, particularly in population administration, which includes the issuance of important documents such as ID cards (KTP), family cards (KK), birth certificates, and death certificates. Along with technological advancements, Indonesia launched the Digital Population Identity (IKD) application to improve efficiency and reduce reliance on physical documents. This study aims to evaluate the positive public’s response of the IKD application in Singosari District, Malang Regency, as well as to identify the challenges and factors influencing the implementation of this policy. The research method used is descriptive qualitative research with approaches such as interviews, observations, and documentation. The findings show that although the IKD application facilitates the administrative process, there are still challenges such as a lack of public’s response, limited mobile device availability, and technical issues with the application. Socialization through social media and the improvement of operator capacity are key supporting factors for the success of the implementation. This study contributes theoretically to the development of E-Governance concepts and practically highlights the importance of digital education for the public. It is suggested that enhanced socialization for groups less familiar with technology, improved supporting infrastructure, and training for service operators are necessary to ensure the success of the IKD application in population administration services in Singosari District.

Population growth in Indonesia increases the need for transportation, especially motorbikes, which makes the vehicle market more competitive and provides consumers with many choices. Consumers choose motorbikes based on price, after-sales service, quality, fuel efficiency and quality of workshop service. Good workshop service with easy administration and original spare parts will make consumers satisfied, while bad service will make them dissatisfied. Service quality is measured by the provider's ability to meet customer expectations, which influences customer satisfaction. Satisfaction is achieved when the results received are in line with expectations, including product quality, price and after-sales service. With the number of Honda motorbikes increasing and the number of AHASS workshops, competition is getting tougher, forcing organizations to provide high-quality services to attract new customers. The research method used was quantitative with a sample size of 291 customer respondents from the PT service workshop. AHASS. The research results show that service quality and price have a positive and significant effect on consumer satisfaction.

The purpose of this study is to describe the Quality of Public Services in the Population Administration Sector in Mataindaha Village, Pasi Kolaga District, Muna Regency. To do this, the researcher uses dimensions, namely; (1) tangibless (physical evidence), (2) reliability (reliability), (3) responsiveness (responsiveness), (4) assurance (assurance), and (5) empathy (attention). To do this, this study uses a qualitative descriptive method, with 10 (ten people). The data collection techniques used in this study are based on observation, interviews, and documentation. Data analysis techniques include data reduction, data presentation, and data explanation. The results of the study indicate that the tangible dimension is still lacking and needs to be carefully reconsidered by village officials (2) assurance, which also needs to be improved considering that village equipment has not been able to provide timely and accurate services. While other dimensions include (3) reliability. Other dimensions include (4) responsiveness and finally (5) empathy has succeeded in helping the community and providing information about service procedures that are not yet understood by the community.  

This study aims to analyze the need to improve the digital literacy of village government apparatus in supporting the digitization of population administration. The problems raised in this study are (1) what digital competencies are needed by village officials to improve the quality of population administration services and (2) what training programs are relevant to improve their digital literacy. The research method uses a qualitative approach with data collection techniques in the form of in-depth interviews, observations, and documentation studies. Data analysis was carried out inductively to understand the challenges and needs of village officials in managing technology-based administration. The results of the study show that the digital literacy of village apparatus is still low, especially in the operation of population administration applications, data security, and the optimal use of information technology. In addition, the limitations of technological infrastructure such as hardware and internet connection are the main obstacles. This study recommends the implementation of basic and advanced training, strengthening technological infrastructure, and supporting policies to improve the digital competence of village apparatus. The conclusion of this study confirms that increasing digital literacy is very important to support the digital transformation of population administration. With adequate competence, public services can become more efficient, accurate, and transparent, which has a positive impact on rural communities and sustainable development.

The aim of this research is to find out how to improve population administration services in Buleleng Regency through the use of the Aku Online-NG website which will be implemented in 2022, where in its implementation there are still several obstacles. Using qualitative descriptive research. Data sources are primary data and secondary data. The data collection techniques used were interviews, documentation and observation. Data analysis techniques are data reduction, data presentation and drawing conclusions. The problem in this research is in the form of public complaints about the variety of features and performance of the Aku Online-NG website. The theory used is e-government with a service quality measurement method called egovqual. Guided by the Presidential Regulation of the Republic of Indonesia Number 95 of 2018 concerning Electronic-Based Government Systems. Based on the research results, it can be concluded that in the ease of use dimension, the department has provided very good convenience and the community has also made things easier with this innovation. The reliability dimension shows good results which can be seen from the opinions of the public who feel this website is very reliable. The trust dimension has been implemented well, where the security of public data is guaranteed with the JSON Web Token (JWT) security system. The content & appearance of information dimensions have not been running optimally due to the lack of service features related to the movement of families from outside the district to within the district. In the dimension of functionality of the interaction environment, it is not yet fully maximized because some people still feel that filling out forms is rather difficult through online-based services. Then the last dimension, namely citizen support, has gone quite well, but there are still shortcomings, namely the lack of outreach carried out by the department to the community. It is hoped that the results of this research can be utilized as needed by relevant agencies and for further research.

The on the spot mobile sub-district service program (POSKAMLING) is an innovative service in Gedangan sub-district, Sidoarjo Regency which aims to bring direct services closer to the community in the form of mobile services. This article aims to determine the Evaluation of the POSKAMLING Program (On The Spot Mobile Sub-district Service) in Gedangan Sub-district, Sidoarjo Regency. The problem is focused on Program Evaluation. The data analysis uses Milles' analysis technique. Hubernman and Salda 2014. The theoretical reference used is William N Dunn's theory (2003), which consists of Effectiveness, Efficiency, Adequacy, Leveling, Responsiveness, and Accuracy. The informants of this study involved key informants including the Gedangan Sub-district Computer Administrator and the Population and Civil Registration Service Staff in the Population Administration Information System Management Section. Based on the research results, the POSKAMLING Program is said to be very effective and efficient because the service makes it easier for the community. This program has proven to be right on target and satisfies community groups. However, in the efficiency criteria there are shortcomings and obstacles in the implementation of the POSKAMLING Program such as late delivery of forms. So that makes people wait a long time in the process of managing population documents.

This study aims to design and implement a Village Information System (SID) in Bungko Village, Kotamobagu Selatan District, to improve administrative efficiency and public services. The developed system enables village officials to manage population data, process service requests, and generate financial reports more quickly and organized. Village residents can also access services online, submit requests, and easily monitor the status of their services. The SID implementation uses web-based technology, including PHP, and MySQL, ensuring data security and reliability. The results of this study show that the SID can enhance transparency, efficiency, and accountability in village governance. However, improving technology infrastructure, user training, and integration with other systems are essential for further development. This study is expected to serve as a model for other villages in implementing technology to advance administration and public services.

In response to the major impact of rapid developments in the era of globalization on the public service paradigm, many government institutions have implemented the New Public Service (NPS) concept. This concept is community-oriented and prioritizes the principle of innovation to create more efficient and responsive public services. To understand and analyze the implementation of the New Public Service (NPS) in Digital Population Identity (IKD) services at the Tangerang Regency Dukcapil Office, this research uses a qualitative approach with descriptive methods and is based on the seven NPS principles initiated by Denhardt J.V & Denhardt R.B (2003). The research informants came from the Population Administration Information Systems Section. Data collection techniques are carried out through interviews, observation and documentation. The implementation of the New Public Service (NPS) in the Tangerang Regency Dukcapil Disdukcapil in IKD services has generally illustrated an effort to create a better public service environment, sensitive to community needs, and respecting the rights of citizens. However, the research results show that there is still one principle that has not been implemented, namely "Value people, not just productivity." Therefore, to maximize results, continuous efforts are needed to increase public awareness, provide adequate resources, and utilize the latest information technology in public services.

Birth certificate data management is an important aspect of population administration. In the digital era, the need for efficient systems is increasing to overcome various challenges, such as manual errors, slow administrative processes, and difficulties in searching for data. This research focuses on designing a data management system for Indonesian citizens' birth certificates at the Batu Bara Regency Population and Civil Registration Service (Dukcapil). This system was designed using a systematic approach, starting from needs analysis to the implementation stage. The method used involves collecting data through interviews, literature study, and direct observation in the field. The result of this design is a digital-based system that makes it easier to record, store and manage birth certificate data efficiently. By implementing this system, it is hoped that it can improve the quality of public services, minimize data errors, and support the government's digitalization program.

This research aims to analyze the implementation of the BU PRISKA CERDAS Information System (SI) at the Gowa Regency Population and Civil Registration Service Office and its impact on community satisfaction. The method used is quantitative descriptive, with data collection through interviews, observation and documentation. The type of research used in this research is quantitative descriptive. This type of descriptive research is analysis that is explanatory or elaborate on the data and information obtained, then linked to relevant theories or concepts to provide a real picture or actual facts, so that conclusions can be drawn. The results of the research show that services through SI CERDAS BU PRISKA have a positive effect on community satisfaction, with high indicators of satisfaction in service procedures, speed and infrastructure. SI CERDAS BU PRISKA online services have an influence on community satisfaction at the Gowa Regency Population and Civil Registration Office. . This can be seen from the results of interviews with residents in the highlands and lowlands of Gowa Regency. SI CERDAS BU PRISKA online service procedures run according to applicable standards, it can be seen that the people of Gowa Regency are very satisfied with SI CERDAS BU PRISKA services compared to manual population administration services at the office.

Innovation in service delivery is essential for the progress of the public sector, particularly in the issuance of death certificates by the Bandung City Population and Civil Registration Office (Disdukcapil). This study aims to identify and evaluate service innovations in this field, focusing on their impact on efficiency and user satisfaction. Using a descriptive analysis method with a qualitative approach, data were collected through direct observation, staff interviews, and document review. Findings reveal that Disdukcapil has implemented innovations like an online messaging and registration system, enabling citizens to apply for death certificates online, upload required documents, and complete electronic payments. These changes have reportedly enhanced service delivery, with user feedback indicating improved accessibility and time savings. However, challenges such as initial user adaptation and technical constraints were encountered, which affected the implementation process. This research highlights the sustainable benefits of service innovation in public administration, offering insights for further improvements in future practices..

Since early 2021, the population administration service in Bandung Regency has been supported by service innovations implementation through an online service system, with the presence of the SAKEDAP application. Hence, the Population and Civil Registration Office of Bandung Regency makes use of Information and Communication Technology as an application of Agile Governance in order to deal with the dynamics of the environment. Nevertheless, at the implementation level of the newest version of SAKEDAP application, the limit of the Q-Ban is only 150 queues a day from 4,000 applicants per day. To tackle these problems, outreach should be tailored through a broad range of accessible media platforms, the recruitment of IT specialists to assure the strength of the system and the ability to increase capacity when necessary. Such measures, which, will enhance public understanding and easier access to services, are consistent with the ideals of the good governance which espouses efficiency and responsiveness. The objective of this study is to discover and analyze Agile Governance based Integrated Population Queue System Service in the Population and Civil Registration Office of Bandung Regency. Observer-participant, in-depth interviews and document review were the main data collection techniques used. In addition to Good Enough Governance, business- driven, Human Focused, Based on Quick Wins, Systematic and Adaptive Approach, Simple design and Continuous Responsiveness, based on the research conducted, the researcher found the responsiveness factor or the ability factor, which is intended to help and provide fast service to customers with clear information and can support the successful implementation of Agile Governance.

The Online Document Information System (Si-DOI) represents a digital innovation aimed at improving the quality of population administration services. This research analyzes the implementation and performance of Si-DOI at the Population and Civil Registration Office of Palangka Raya City. The research methodology employs a qualitative descriptive approach with a case study design, utilizing data collection techniques through in-depth interviews, observation, and documentation. Research respondents include office employees, service users, and relevant stakeholders. The findings indicate that Si-DOI implementation has facilitated document access, accelerated administrative processes, and enhanced public service transparency. However, several technical constraints and infrastructure limitations still require improvement. The research recommends system capacity enhancement, human resource development, and continuous updates to optimize Si-DOI performance. The conclusion suggests that Si-DOI has the potential to become an effective population administration information system, but requires ongoing commitment to development and improvement.

This research explores the dynamics of public administration in Indonesia by comparing the roles and interactions of the formal and informal sectors in service delivery. Utilizing a qualitative approach, the study examines how these two sectors function independently and collaboratively within the broader context of governance. Data were collected through semi-structured interviews and focus group discussions with stakeholders from both sectors, including government officials, community leaders, and informal service providers. The findings reveal that while the formal sector is essential for providing structured public services and ensuring accountability, it often faces challenges such as bureaucratic inefficiencies and limited responsiveness to local needs. In contrast, the informal sector plays a critical role in addressing gaps left by formal institutions, offering agile and community-driven solutions, particularly in underserved areas. However, the informal sector also encounters significant challenges, including a lack of recognition and resources, which can hinder its effectiveness. The study highlights the importance of fostering collaboration between the formal and informal sectors to enhance public service delivery. By integrating the strengths of both sectors, it is possible to create a more responsive and effective public administration system. The research emphasizes that recognizing and supporting the informal sector as a complement to the formal sector is crucial for improving governance outcomes in Indonesia. The study provides actionable recommendations for policymakers to promote synergy between these sectors, ultimately leading to better public services that meet the diverse needs of the Indonesian population.

The study was intended to anlyze evaluations regarding the quality related to online registration of population administration at the Population and Civil Registration of Gresik Regency. The method used in the study is descriptive research with a qualitative approach. This descriptive research method was chosen to present data systematically, factually, and accurately regarding the facts in the field. This research model uses an approach to the implementation of service quality at the Population and Civil Registration Service of Gresik Regency. The results of this study are statutory regulations (Law Of The Republic Of Indonesia Number 25 Of 2009) where publics services is a primary obligation of all government officials to organize activities or a series of activities in order to fulfill service needs in accordance with statutory regulations for every citizen and resident for goods and services provided by public service providers. And from this study we can see together that the supporting factors of the analysis of the quality of online registration service of Gresik Regency.

Satisfaction is very important in assessing service quality, especially in health services. Physiotherapy services are one of the medical rehabilitation services in hospitals aimed at individuals to restore movement and body functions are required to provide the best service. Dr. Hafiz Hospital (RSDH) Cianjur is the first private hospital in Cianjur, which strives to improve the quality of services in all types of services including physiotherapy services. However, the data on quality indicators of the Physiotherapy Unit showed a decrease in visits. The complaint data that is often received is about administration, service procedures, communication and attitude of officers and others. This study aims to find out the picture of patient satisfaction with physiotherapy services at Dr. Hafiz Cianjur Hospital . This type of research is quantitative with a descriptive method, the population in this study is 87 physiotherapy patients obtained using purposive sampling techniques. Data was obtained using a questionnaire, then the data was processed and univariate analysis. The results showed that satisfaction based on physical evidence (tangible) included high (41.4%), reliability had high satisfaction (41.4%), accuracy (resvonsiveness) had high satisfaction (43.7%), assurance had moderate satisfaction (44.8%), and care (empathy) have moderate satisfaction (47.1%). The hospital is advised to evaluate the quality of service to meet patient satisfaction, so that it can determine the next steps to be taken in measuring wisdom in the future.

The government is required to always be able to prosper the community it leads, but most people still lack participation in every government program or policy issued. As mentioned in Law Number 24 of 2013 concerning Population Administration, population documents are official documents issued by Implementing Agencies that have legal force as authentic evidence resulting from population registration and civil registration services. This study uses an empirical juridical method seen from norms or das sollen and an empirical approach, namely law as a social and cultural reality by taking primary data from the field in analyzing existing problems. Based on the results of research and discussion, it was found that the government in this case is still making efforts to pick up the ball in collaboration with traditional leaders and religious offices to socialize the importance of taking care of marriage certificates and collect data on couples who hold marriages in Kupang Regency and are required to issue marriage certificates after receiving marriage reports from the authorities    

of Higher Education Dharma. When the functions of instructors and students become an integral part of the activity. It is believed that through participation in PKM (Community Service activities), lecturers, students, and community members will work together in harmony to raise awareness of the unique needs of the community. The goal of the government, both local, sub-district, and village governments, is to ensure that all citizens are treated fairly when applying and receiving population documents through the implementation of the Population Administration Service system. Observation, interviews, and documentation are the main tools to collect information in this qualitative descriptive research method. Population administration services based on the principles of good governance are very important to improve the quality of public services. This is driven by the need for public service providers in population administration services that show good governance, as well as people's aspirations for quality public services in this era of decentralization.