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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.

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 development of technology-based peer-to-peer financing services (LPBBTI) in Indonesia, including platforms like Shopee Paylater, has facilitated easier access to credit. However, this progress is accompanied by cybersecurity risks, such as unauthorized use and account breaches. This study aimed to (1) analyze the operation of LPBBTI under prevailing regulations, and (2) examine the legal liability of parties in cases of Shopee Paylater credit breaches.The study employed a normative legal approach with prescriptive characteristics, combining statutory, conceptual, and case-based analyses. Primary and secondary legal materials were obtained through literature review of Law No. 8 of 1999, POJK No. 10 of 2022, POJK No. 40 of 2024, and personal data protection regulations. The analysis was conducted descriptively and qualitatively. The findings indicate that, despite OJK regulations, Shopee Paylater’s electronic agreements still contain standard clauses that unilaterally shift all account security risks to users. This practice potentially violates Article 18(1)(a) of the Consumer Protection Law and is void under Article 18(3). Consequently, consumers remain liable for payments even if transactions are conducted illegally by third parties. In line with Article 19 of the Consumer Protection Law, service providers should assume liability, as system security is under their control.

PT Jasamarga Tollroad Operator (JMTO) ia trusted by the company to handle toll road operations which include transaction services at toll gates and toll road services. PT Jasamarga Tollroad Operator (JMTO) is responsible for smoothness, comfort, and safety on toll roads. Good coaching to all employees will improve employee performance. This study aims to determine the effect of compensation, motivation, and job involvement on the performance of employees of PT Jasamarga Tollroad Operator (JMTO) Semarang Branch. The issue raised in this study is the decline in employee performance at PT Jasamarga Tollroad Operator (JMTO) which is indicated by the existence of work aspects that do not meet minimum service standards, which will have an impact on decreasing the quality of service to toll road users. The type of research used in this research is descriptive quantitative with a census sampling method using a questionnaire with a population of 157 respondents, with a Likert scale to measure each variable. Data analysis technique used is primary data using correlation test, linear regression, multiple. Methods of data analysis using SPSS version 24.00. The results obtained from this study are that the t-value of -0.440 is smaller than the t-table of 1.975 and the significance value of 0.687 is greater than 0.005. This shows that compensation has no effect on the performance of employees of PT Jasamarga Tollroad Operator (JMTO). Motivation obtained t value 3.493 greater than t table 1.975 with a significance value of 0.001 less than 0.005. meaning that the motivational variable affects performance. variable job involvement obtained t value of 9.506 greater than t table 1.975 with a significance value <0.001 less than 0.005. shows that the variable job involvement affects the performance of employees of PT Jasamarga Tollroad Operator (JMTO). Simultaneously the compensation, motivation and job involvement variables obtained results 63.385 greater than table 2.66 with a significance level of 0.001 less than 0.005. this shows that the variables of compensation, motivation and job involvement simultaneously have a significant effect on the performance of employees of PT Jasamarga Tollroad Operator (JMTO).

This research aims to identify both the partial and simultaneous positive and significant effects of e-service quality, e-trust, and brand image on the customer loyalty of Byond by BSI users in Balikpapan City. The study adopts a quantitative correlational method. A total of 100 respondents were selected using a purposive sampling technique. Data were collected through online questionnaires distributed via a Google Form link. The analytical procedures utilized include correlational analysis, instrument tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing using IBM SPSS Statistics version 24. The results of the study indicate that, partially, e-service quality and e-trust variables each have a positive and significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Meanwhile, brand image variable has a positive but not significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Furthermore, when examined simultaneously, the three variables collectively show a positive and significant effect on customer loyalty of Byond by BSI applications users in Balikpapan City.

This study examines the effectiveness of the Jakarta Evolution (JakEVO) program in the implementation of online-based licensing services in South Jakarta, specifically for public transportation route licensing. The program was initiated as part of a public service reform effort aimed at improving accessibility, efficiency, and transparency in the licensing administration process. This study uses a qualitative descriptive approach with data collection techniques including in-depth interviews, field observations, and document studies, involving both the implementing officials at the South Jakarta UP PMPTSP and the public as service users. The findings indicate that JakEVO has positively contributed to the ease and flexibility of the licensing process, particularly in reducing the need for face-to-face interactions. However, its implementation has not yet been fully optimized due to several challenges, including limited program socialization, low digital literacy among the public, technical disruptions in the application system, and human resource capacity that is not fully adaptive to digital transformation. Additionally, the program's evaluation mechanism remains descriptive and lacks comprehensive quantitative performance indicators.

This study seeks to investigate the role of Fear of Missing Out (FOMO) and financial technology (fintech) in influencing Generation Z's investment decisions through a literature review approach. The rapid advancement of digital technology and the growing use of social media have transformed the financial behavior of young people, such that investment decisions are no longer solely based on rationality but are also shaped by psychological factors. The method used in this study is a literature review, which involves analyzing scientific articles indexed at both national and international levels published between 2021 and 2025. The findings indicate that FOMO can enhance investment participation, yet it also risks prompting impulsive and less rational decision-making. On the other hand, fintech contributes by simplifying access to financial services, improving transaction efficiency, and expanding financial inclusion. Nevertheless, real-time features on fintech platforms may amplify users' emotional responses, thereby magnifying the impact of FOMO. Accordingly, this research underscores the importance of financial literacy and prudent technology use to foster more rational investment decisions among Generation Z.

This study aims to analyze the influence of customer experience and perceived value on tourist satisfaction among users of the Sidoarjo City Tour Bus as a form of public tourism transportation service. The Sidoarjo City Tour Bus represents a regional government service innovation intended to support tourism development while improving urban tourism accessibility. This study employs a quantitative approach using a survey method involving tourists who used the Sidoarjo City Tour Bus. Data were collected through questionnaires distributed to 99 respondents and analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that customer experience does not have a significant effect on tourist satisfaction, suggesting that the experiences perceived by users are still subjective and not consistently felt by all service users. In contrast, perceived value has a positive and significant effect on tourist satisfaction, making it the most dominant variable in influencing satisfaction among Sidoarjo City Tour Bus users. These findings indicate that tourist satisfaction is more strongly determined by perceptions of benefits, service quality, and the suitability between sacrifices made and benefits received rather than by emotional experience alone. Therefore, this study recommends that the management of the Sidoarjo City Tour Bus and the local government enhance service value through improvements in facilities, information systems and registration processes, as well as optimization of comfort and schedule certainty. These efforts are important to increase tourist satisfaction and to support sustainable tourism development in Sidoarjo Regency.

Stock monitoring is a critical phase that must be performed regularly to maintain the accuracy and efficiency of inventory management. Continuous monitoring ensures that all items remain under proper oversight, thereby making stock management processes simpler, more controlled, and highly accurate. PT XYZ operates in the general contracting sector and provides a range of services, including land transportation, crude oil rental, heavy equipment and light vehicle rental, material supply, and well maintenance services. At present, stock monitoring at PT XYZ still relies on a general-purpose application designed solely for numerical calculations. This approach leads to several limitations in the current system, most notably the lack of a login feature and the requirement to recreate reports using a separate application. Based on these problems, this research aims to design a prototype of a stock monitoring information system at PT XYZ. The system is developed using the waterfall development model and documented using use case diagrams. The main output of this study is a prototype information system that allows users to change their own password, perform CRUD operations on data entities including users, items, categories, brands, units, vehicles, suppliers, incoming goods, and outgoing goods, generate various reports related to inventory/stock at PT XYZ.

This study examines the dynamics of public service delivery at the Office of Cooperatives, Small and Medium Enterprises, and Trade in Tegal Regency, focusing on its role in supporting local economic development. The background of this research is rooted in the increasing demand for effective, transparent, and responsive public services, particularly for cooperatives, micro, small, and medium enterprises (MSMEs), and the trade sector, which are key drivers of regional economic growth. The objective of this study is to analyze the quality and dynamics of services provided by the office, identify supporting and inhibiting factors, and assess their implications for service improvement. This research employs a qualitative descriptive method, using data collected through interviews, observations, and document analysis involving government officials and service users. The findings indicate that service delivery has shown positive developments through procedural improvements and service innovations; however, challenges remain in terms of human resource capacity, infrastructure limitations, and coordination mechanisms. These dynamics significantly influence the effectiveness of policy implementation and stakeholder satisfaction. The study implies that strengthening institutional capacity, enhancing digital-based services, and improving service professionalism are essential to achieving more optimal public service performance. The results of this research are expected to contribute to policy evaluation and serve as a reference for improving public service management in local government institutions, particularly in the cooperative, MSME, and trade sectors.

This research is motivated by the problem of uneven bandwidth distribution in hotspot internet services at Oey Alycia Resto & Cafe, which negatively affects connection quality for users. The purpose of this study is to design and implement a bandwidth limitation-based hotspot internet system by applying a Fair Usage Policy (FUP) using Mikrotik devices, in order to achieve fair and efficient internet access distribution. The research method includes network requirement analysis, network topology design, Mikrotik RouterOS configuration, and system performance testing through direct observation and user questionnaires. The system implementation involves hotspot user authentication, per-user bandwidth allocation, and automatic speed reduction when data usage exceeds the predefined FUP threshold. The results show that the implemented system effectively limits excessive bandwidth usage by individual users, improves network stability, and ensures equitable internet access for all hotspot users. Furthermore, questionnaire results indicate positive user responses regarding improved internet service quality after the application of FUP. This research implies that the proposed system enhances the effectiveness of hotspot bandwidth management and can serve as a practical solution for public network administrators in optimizing bandwidth usage in a fair and controlled manner.

Digital transformation in judicial institutions is aimed at improving transparency, efficiency, and legal certainty for the public. One of the main instruments in the digitization of the judiciary in Indonesia is the Case Tracking Information System (Sistem Informasi Penelusuran Perkara/SIPP), which functions as a means of case administration as well as a medium for public information disclosure. Although SIPP is considered to be running well from an administrative perspective, its effectiveness from the point of view of service users, particularly in providing information on court schedules, still shows limitations in its practical use. This study aims to analyze the effectiveness of SIPP in providing information and certainty regarding court schedules for service users at the Surabaya Class IA Special District Court. This study uses a qualitative approach with a descriptive research type. Data was obtained through in-depth interviews with service users and court officials, observation, and review of documents and system data. The analysis was conducted using the Socio-digital effectiveness framework, which focuses on three dimensions, namely user experience, citizen engagement, and public value, to examine the relationship between digital systems, user experience, and the social meaning of public judicial services. The analysis shows that the SIPP has been quite effective in providing access to court schedule information at the administrative level. This effectiveness is reflected in the openness of information access, which can be used by the public without special authentication. However, at the level of practical use, there are still limitations in terms of timeliness and consistency of information updates when there are delays or changes to the court schedule. This affects the user experience in planning attendance and shapes perceptions of the reliability of the digital information provided by the court.

The use of social media is no longer just for information and entertainment, but has developed into a strategic means in building a positive self-image in the eyes of the public. School students are generally active users of social media whose intensity of use is quite high in daily life. As a group of teenagers who are still in the phase of finding their identity and tend to be emotionally labile, they need the right education to be able to use social media wisely, productively, and responsibly. Community Service activities carried out for students of SMK Wiyata Satya are expected to increase understanding of the importance of personal branding from an early age. Through this activity, students are not only given socialization about the concept of personal branding and social media ethics, but also equipped with practical skills in compiling portfolios and fostering awareness of career planning and goal achievement. At the end of the activity, students presented their self-concept that had been prepared and responded through a questionnaire to evaluate the effectiveness of the entire series of activities.

The process of extending the International Maritime Dangerous Goods (IMDG) certificate for the Pegasus 3 Barge through SIMKAPEL at the Banten Class I KSOP Office at PT. Pasmaritim Samudera Nusantara, Cilegon Branch. The IMDG Code is intended to protect ship crews and also warn them that their vessels are carrying dangerous goods. An expired International Maritime Dangerous Goods (IMDG) certificate is a crucial step in maintaining a ship's seaworthiness, particularly for vessels transporting dangerous goods. Processing the renewal of an International Maritime Dangerous Goods (IMDG) certificate for a ship is done through the Shipping and Maritime Information System (SIMKAPEL) The Director General of Sea Transportation's system facilitates digital ship certificate renewal services. SIMKAPEL simplifies renewals and saves time and effort by requiring in-person visits to the Banten KSOP office. Service users can access application status anytime and anywhere. The method used in this research was field research namely in the form of direct observation and taking pictures based on the activities of processing ship certificate extensions through SIMKAPEL as well as library research, namely through books in the POLTEK AMI Medan library as well as online books, websites and journals related to the research object.

Public service in the transportation sector plays a strategic role in ensuring public safety and comfort, particularly through roadworthiness testing (Kir) for public transportation. This study aims to analyze the implementation of public services in roadworthiness testing at the Bandar Lampung City Transportation Agency and to identify the factors influencing its service quality. The research employs a qualitative approach, with data collected through interviews, observations, and documentation. The results indicate that the roadworthiness testing has been implemented systematically in accordance with statutory regulations, covering the stages of registration, technical inspection, result determination, and administrative completion. The application of technical inspections and on-field safety inspections (ramp checks) demonstrates the local government's commitment to improving public service quality and transportation safety. However, the implementation still faces several obstacles, including technological system disruptions, long waiting times, limited testing facilities and infrastructure, and a lack of understanding among some service users regarding the importance of roadworthiness. This study concludes that enhancing public services in roadworthiness testing requires strengthening the service systems, increasing human resource capacity, and raising public awareness to ensure services operate more effectively and remain oriented toward the public interest

This study examines the role of digital governance in improving the transparency of public services in Badung Regency. Transparency is a key pillar in realizing good governance, and in the digital era, digital governance is key to achieving this goal. Using a qualitative research method with a case study approach, this study aims to explore the perceptions, experiences, and challenges faced by stakeholders, including civil servants (ASN) and service users, regarding the implementation of digital governance and its impact on transparency. Data were collected through in-depth interviews, participant observation, and analysis of policy documents and public service reports in Badung Regency. The results are expected to provide a comprehensive overview of the digital governance mechanisms that have been implemented, how these mechanisms facilitate information disclosure, and the non-technical barriers that may arise. These findings are expected to contribute to the development of more effective digital governance policies and practices to promote transparency in public services, not only in Badung Regency but also as a model for other regions in Indonesia.

This final report aimed to analyze the service quality gap in ship agency services in determining customer satisfaction levels at PT Maumere Bahari Express. The study was conducted as part of the Merdeka Belajar Kampus Merdeka (MBKM) internship program using a qualitative descriptive approach. Data were collected through interviews with management, employees, and service users (ship crew), direct observation of service processes, and company document review. The analysis was carried out based on the service quality gap model, which includes gaps between customer expectations and management perceptions, management perceptions and service quality specifications, service specifications and service delivery, service delivery and external communication, as well as the gap between expected service and service received by customers.. The results showed that several service gaps still existed in the services, particularly related to administrative speed, clarity of information, service operational standards, as well internal coordination and communication. These gaps affected the level of customer satisfaction, which had not yet been optimal. Therefore, PT Maumere Bahari Express needed to make improvements through strengthening management commitment to service quality, refining standard operating procedures, and enhancini internal and external communication systems in order to improve customer satisfaction sustainably..

The rapid development of Artificial Intelligence (AI) technology has opened significant opportunities to support maritime monitoring systems, particularly in detecting anomalies in ship movements that may indicate illegal or abnormal activities. However, the understanding and utilization of this technology among the general public and maritime stakeholders remain limited. This Community Service Program aims to conduct socialization and dissemination of knowledge on AI-based ship anomaly detection through the development and utilization of an interactive and informative web-based socialization platform. This activity is the result of collaboration between a team of lecturers from the Faculty of Communication and Informatics Technology (FTKI) and the National Research and Innovation Agency (BRIN). The implementation methods include the design of web-based educational content, presentation of fundamental AI concepts and ship anomaly detection, as well as visual simulations of ship movement data analysis results. The web-based socialization platform serves as an educational medium to enhance users’ understanding of the benefits, working mechanisms, and potential applications of AI technology in maritime surveillance. The results indicate an improvement in participants’ understanding of ship anomaly detection concepts and the role of artificial intelligence in supporting maritime security and safety. This PKM activity is expected to promote technological literacy, strengthen synergy between academia and research institutions, and serve as a model for practical and sustainable web-based technology socialization

Public services at the sub-district level still face various obstacles, particularly limited human resources (HR), which impact the quality of services to the public. On the other hand, increasing public demands require sub-district governments to be more adaptive and responsive. This study aims to analyze the implementation of agile governance in improving the quality of public services under conditions of limited HR in Meteseh Sub-district, Semarang City. This study used a mixed methods approach with an explanatory sequential design. Quantitative data were collected through surveys of officials and service users, while qualitative data were obtained through in-depth interviews and institutional document reviews. Data analysis was conducted descriptively and thematically using triangulation techniques. The results indicate that limited HR impacts the speed and responsiveness of public services. However, good organizational adaptability and the partial application of agile governance principles can maintain the quality of public services in the good category. Work flexibility, internal collaboration, and digital adaptation are key supporting factors in mitigating the impact of limited HR. This study concludes that agile governance can be an effective alternative approach to improving the quality of public services at the sub-district level, especially under conditions of limited human resources.

Domestic wastewater management in densely populated areas remains challenging because conventional concrete/steel septic tanks can crack or corrode, increasing leakage risk and potentially degrading groundwater quality. This study aims to compare conventional septic tanks with Fiberglass Reinforced Plastic (FRP) septic tanks and to develop an FRP septic tank concept that improves durability, installation practicality, and treatment performance for residential use. A qualitative comparative approach was applied through purposive selection of households/public facilities, in-depth interviews (users, technicians, manufacturers), direct observations of tank conditions and maintenance, and documentation; findings were reduced, categorized (material, efficiency, cost, environmental impact), and thematically interpreted. The study produced an FRP septic tank design concept developed using an Objective Tree, Function Structure, and Morphology Chart, resulting in planning criteria and conceptual drawings. The FRP concept emphasizes lightweight strength, corrosion/chemical resistance, and shape stability under soil loads, while incorporating multi-partition internal processing and media (bioballs) to support staged treatment using gravity flow. The proposed design can reduce leakage risk, simplify installation and maintenance, extend service life, and support more sustainable domestic waste management in space-limited urban neighborhoods. The novelty lies in a residential FRP septic tank concept that integrates three partitions, bioballs, and gravity-based flow without relying on pumps/motors, supported by a structured product-engineering design framework.