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This study aims to analyse the quality of public services in Kelurahan Blabak using the SERVQUAL dimensions, so as to provide a comprehensive picture of the level of community satisfaction and provide input for improving service quality in the future. This research uses descriptive qualitative method to analyse the quality of public services in Blabak Village, Kediri City, based on the five dimensions of SERVQUAL. Data were collected through interviews, observations, and documentation, then analysed using interactive analysis with triangulation for data validity. The results showed that public services in Blabak Village, Kediri City, showed a fairly good quality based on the five dimensions of SERVQUAL. In terms of tangibles, facilities such as computers, printers, and internet networks are well available. However, limited space and seating are still an obstacle in providing comfort for the community. In reliability, administrative services, especially the processing of population documents, run quite reliably, especially with the presence of the SAKTI application which facilitates online processing and reduces queues. The responsiveness dimension is reflected in the readiness of officers to serve and respond to the needs of the community, although sometimes it is still constrained by technical problems such as internet networks. In the assurance dimension, people feel safe because the officers show a friendly and professional attitude, in accordance with the motto ‘Salam, Sapa, Senyum,’ which creates a warm and pleasant service atmosphere. Meanwhile, empathy can be seen from the officers' concern for the community, despite the limited number of personnel and diverse educational backgrounds, they still try to serve optimally. Thus, despite the challenges, public services in Blabak Village have run quite optimally. However, improvements are needed in terms of infrastructure and the number of officers so that services can be more comfortable, fast, and efficient.

The phenomenon of the Facebook group "Fantasi Sedarah" which was revealed in May 2025 has shaken Indonesian society and sparked deep concern, this case involving thousands of members revealed a network of sexual predators and pedophiles who use digital space as a place to share explicit content about incest and sexual violence against children. This study aims to analyze the responsiveness of public service officials in handling the case. This study uses a qualitative descriptive method with a case study method to analyze the complexity of the problem. The results of the study show that the response of various public service agencies such as the Police, Komdigi, KPAI, and the Ministry of PPPA demonstrate the state's commitment to implementing the welfare state principle in the context of digital security. However, handling is still hampered by various structural and operational obstacles. Limited human resources who have expertise in the field of cybercrime, technical capacity that is not yet optimal in dealing with rapid technological developments, and the complexity of digital regulations that still require harmonization between regulations are the main challenges in law enforcement. The research findings emphasize the urgency of strengthening structural coordination between institutions through the establishment of more solid cooperation protocols, increasing community digital literacy, and developing innovative surveillance technology that can proactively identify and counter dangerous content. Strategic recommendations include implementing periodic evaluations of the digital legal system to ensure responsiveness to technological developments, empowerment, and strengthening institutional capacity in dealing with cybercrime.

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.

This study analyzes the role of digital transformation as a strategic instrument to expand public service accessibility in Indonesia. Through a Systematic Literature Review (SLR) of open-access national journals and relevant policy documents from the last decade, the research highlights how digitalization, particularly e-government implementation, enhances service efficiency, transparency, and inclusivity. Key findings indicate that digital platforms like SP4N-LAPOR! have improved public responsiveness and accountability, especially during the COVID-19 pandemic. However, challenges such as infrastructure disparities, uneven digital literacy, bureaucratic resistance, and data security risks hinder optimal outcomes. The study concludes that digital transformation significantly supports public service reform but requires integrated strategies, including infrastructure development, digital literacy programs, inclusive regulations, and multi-stakeholder coordination. These recommendations aim to bridge the digital divide and ensure equitable access to public services across all regions and vulnerable groups.

This research is motivated by the importance of improving the quality of passport making services at the Pontianak City Immigration Office which still faces obstacles such as complicated procedures, limited quotas, lack of officer direction, and mismatches in passport collection schedules that cause public dissatisfaction. This research aims to classify the level of satisfaction of passport making services using the Naïve Bayes algorithm, measure classification accuracy, and develop a website-based system that helps evaluate and improve service quality effectively and efficiently. The method used is a quantitative approach with data collection through questionnaires, interviews, and direct observation of 205 respondents, then the data is processed using the Naïve Bayes algorithm which assumes independence between variables to classify satisfaction levels based on variables such as officer friendliness, officer ability, ease of procedure, and timeliness of service. The main findings show that the Naïve Bayes algorithm is able to classify satisfaction levels with 73% accuracy, 76% precision, 70% recall, and 73% F1-score, signaling the effectiveness of this method in identifying community satisfaction patterns. However, the results also indicate the need for improvement in user interface aspects and system responsiveness so that the system can be widely accepted and provide optimal benefits. The implication of this research is that the application of Naïve Bayes-based data mining methods can be an effective tool in evaluation and decision-making to improve the quality of public services, especially in the field of passport making, and encourage the development of interactive and empirical data-based public service information systems.

The village government has an important role in providing direct services to the community, both administrative, social, and other services related to the daily needs of residents. The quality of public services is one of the main indicators in assessing the success of village government administration (Irawan, 2017). According to Parasuraman, Zeithaml & Berry (1988), service quality can be measured through five dimensions, known as the SERVQUAL theory, namely: Tangibles, Reliability, Responsiveness, Assurance and Empathy. This study uses a descriptive qualitative approach with a purposive sampling method. This study uses interactive data analysis according to Miles and Huberman which includes three stages: data reduction, data presentation and drawing conclusions/verification. The conclusion is that the quality of public services at the Macanputih Village Office is running quite well but not evenly distributed. The services provided by officers show good intentions and openness, but there are still some weaknesses, namely: Lack of adequate facilities and infrastructure, Delays in completing administrative services, Differences in attitudes and abilities between officers in responding to residents, and the absence of a clear service flow.

This study aims to analyse the quality of public services in Kelurahan Blabak using the SERVQUAL dimensions, so as to provide a comprehensive picture of the level of community satisfaction and provide input for improving service quality in the future. This research uses descriptive qualitative method to analyse the quality of public services in Blabak Village, Kediri City, based on the five dimensions of SERVQUAL. Data were collected through interviews, observations, and documentation, then analysed using interactive analysis with triangulation for data validity. The results showed that public services in Blabak Village, Kediri City, showed a fairly good quality based on the five dimensions of SERVQUAL. In terms of tangibles, facilities such as computers, printers, and internet networks are well available. However, limited space and seating are still an obstacle in providing comfort for the community. In reliability, administrative services, especially the processing of population documents, run quite reliably, especially with the presence of the SAKTI application which facilitates online processing and reduces queues. The responsiveness dimension is reflected in the readiness of officers to serve and respond to the needs of the community, although sometimes it is still constrained by technical problems such as internet networks. In the assurance dimension, people feel safe because the officers show a friendly and professional attitude, in accordance with the motto ‘Salam, Sapa, Senyum,’ which creates a warm and pleasant service atmosphere. Meanwhile, empathy can be seen from the officers' concern for the community, despite the limited number of personnel and diverse educational backgrounds, they still try to serve optimally. Thus, despite the challenges, public services in Blabak Village have run quite optimally. However, improvements are needed in terms of infrastructure and the number of officers so that services can be more comfortable, fast, and efficient.

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.  

The East Java Provincial Government established the East Java Super Corridor (EJSC) in five regions, including Bojonegoro Regency, to provide coworking spaces for the public. EJSC Bakorwil Bojonegoro is the only coworking space in the area, making it essential to offer high-quality services. This study aims to describe the service quality of the coworking space at EJSC Bakorwil Bojonegoro using a descriptive qualitative method. This research focuses on the five service quality indicators proposed by Kotler and Keller (2016): reliability, responsiveness, assurance, empathy, and tangibles. Data were collected through interviews, observations, documentation, and literature studies, with data analysis involving collection, reduction, presentation, and conclusion drawing. The findings indicate that the service quality of the coworking space at EJSC Bakorwil Bojonegoro is generally satisfactory. Reliability is reflected in the provision of free facilities that support user productivity. However, responsiveness still faces challenges in terms of timely responses to complaints and the flexibility of operating hours. Assurance has been established through effective communication, although staff professionalism needs improvement. Empathy is demonstrated through warm and responsive interactions between management and users. Tangibles indicate that the available facilities are adequate, but some shortcomings remain, such as limited parking space and suboptimal workspace arrangement.

This study aims to analyze the effectiveness of public policy implementation in realizing responsive public services with a literature review approach. The focus of the study is directed at conceptual understanding of the dimensions of policy effectiveness, the characteristics of responsive public services, the relationship between policy and service quality, and implementation challenges in the field. The method used is a descriptive qualitative method based on literature studies from various theoretical and empirical sources. The results of the study show that the effectiveness of implementation is highly correlated with the quality of public services, where factors such as resources, inter-agency coordination, and community involvement are the main keys to success. Bureaucratic reform strategies, capacity building of apparatus, and open and adaptive governance are needed to realize public services that truly answer the needs of the community.

This study examines the performance of the Banjarbaru City Personnel and Human Resources Development Agency (BKPSDM) in the recruitment of Government Employees with Work Agreements (PPPK). Using a qualitative approach with descriptive methods, this study evaluates performance based on five indicators: productivity, service quality, responsiveness, responsibility, and accountability. The results show that although BKPSDM has implemented a merit-based recruitment system through Computer Assisted Test (CAT), several challenges are still faced, such as technical constraints in the online system, limited formation quotas, and applicants' lack of understanding of administrative requirements. The research also identified supporting factors such as the regulatory framework, technology implementation, and the active role of BKPSDM in providing clear information to applicants. Recommendations include strengthening technological infrastructure, expanding socialization, optimizing complaint mechanisms, and proposing additional formation quotas to match regional needs.  

Bureaucratic reform is a government effort to improve the performance of state apparatus to provide optimal service to the community. This study aims to analyze the implementation of bureaucratic reform policies on the performance of Civil Servants (PNS) at the Pare-Pare City Transportation Agency. The research method used is descriptive qualitative with data collection techniques through observation, interviews, and documentation. The results of the study indicate that the implementation of bureaucratic reform at the Pare-Pare City Transportation Agency has gone quite well, but there are still several obstacles such as limited human resources and supporting facilities and infrastructure. The bureaucratic reform policy has proven to have a positive effect on improving the performance of PNS in terms of productivity, service quality, responsiveness, responsibility, and accountability. Strong commitment from leaders and all employees is needed as well as adequate budget support to optimize the implementation of bureaucratic reform in the future.

The 112 emergency service is a system designed to provide a quick response to life-threatening emergency situations, such as traffic accidents, fires and crimes. This research aims to evaluate the effectiveness of the implementation of the 112 service in Mojokerto City in coordination between agencies such as the Civil Service Police Unit, Mojokerto Police, Health Service, and other related agencies. Using a qualitative descriptive method combining several data collection methods, this research analyzes the responsiveness of services that operate 24 hours non-stop and toll-free. The research results show the important role of public services 112 in increasing the responsiveness of emergency handling. The research concludes that the implementation of this service has contributed significantly to increasing the responsiveness of emergency management in the city of Mojokerto, as well as identifying the strengths and challenges in implementing the 112 emergency service in the city of Mojokerto.

This study aims to analyze the quality of public services at the Marusu Sub-district Office in Maros Regency. The research uses a qualitative method with data collection through interviews and observations. The informants consisted of the Sub-district Head and staff members at the sub-district office. The results show that, overall, the quality of service at the Marusu Sub-district Office demonstrates a strong commitment to meeting community needs. The services provided are perceived as good, particularly in terms of responsiveness and professionalism of the officers. However, there are several areas that need improvement, such as inadequate facilities, suboptimal infrastructure, and the need to strengthen human resources to deliver more efficient and effective services. Overall, despite some shortcomings, the quality of service at the Marusu Sub-district Office meets the service standards expected by the public, with potential for further improvement.

This study aims to analyze the quality of public services at the Marusu Sub-district Office in Maros Regency. The research uses a qualitative method with data collection through interviews and observations. The informants consisted of the Sub-district Head and staff members at the sub-district office. The results show that, overall, the quality of service at the Marusu Sub-district Office demonstrates a strong commitment to meeting community needs. The services provided are perceived as good, particularly in terms of responsiveness and professionalism of the officers. However, there are several areas that need improvement, such as inadequate facilities, suboptimal infrastructure, and the need to strengthen human resources to deliver more efficient and effective services. Overall, despite some shortcomings, the quality of service at the Marusu Sub-district Office meets the service standards expected by the public, with potential for further improvement.

In this study, one of the problems is the lack of understanding of employees in carrying out their duties, this is due to the lack of training and competency development, periodic evaluations, and lack of supervision from leaders, resulting in ineffectiveness in public services provided to the community. This study aims to determine the effect of work Professionalism On The Quality Of Public Services In Gunungsindur District Office. This study uses the theory of factors that support work professionalism (Kurniawan:2005), namely Apparatus Ability, Experience, Loyalty, Performance, Punctuality. And the theory of public service quality categories (Parasuraman:2011) namely Tangible, Reliability, Responsiveness, Assurance, Empathy. The method used in this study is a quantitative method with an associative research type. Data collection techniques in this study with observation, documentation, and questionnaires. This study uses a sampling technique using purposive sampling with a total of 99 respondents. The data analysis techniques used are validity test, reliability test, normality test, simple linear regression analysis, determination coefficient, correlation coefficient, hypothesis test (t test). The results of this study explain that there is an Influence of Work Professionalism on the Quality of Public Services in Gunungsindur District Office, this is obtained from the results of the hypothesis test which has a t count value of 9,161 which is greater than the t table value of 1.660 and has a significant level of 0.000 less than 0.05.

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 image of government bureaucracy is influenced by the performance of public service agencies. For this reason, it is necessary to carry out continuous reform, in anticipating and adapting to developments in society. In an effort to improve the image, performance and professionalism of government agencies towards good governance, it is important to have unity of direction and views among government employees. In this research the problem is how the government of Kuala Kurun District, Gunung Mas Regency, Central Kalimantan Province improves the quality of public services and what only inhibiting factors in improving the quality of public services This research uses a qualitative approach, the data displayed is generally in the form of actual and accurate sentence descriptions and connects the problems studied with a qualitative approach. Researchers go out into the field to research the object of study and hold direct interactions with the community with the aim of obtaining in-depth information about this matter, conducting in-depth interviews and observations The results of this research show that the public service bureaucracy at the Kuala Kurun Subdistrict Office has not been maximized, public satisfaction with services in the dimensions of reliability, responsiveness, guarantees, empathy and direct evidence is implemented with minimum standards, this is because there is still an imbalance in the distribution of tasks and implementation The work that is the responsibility of employees at the Kuala Kurun Village Office, especially the main tasks and functions that have been determined. The causal factor is limited facilities and infrastructure which influences the provision of maximum public services. From the results of this research, it is recommended to evaluate the performance of public services, so that bureaucratic reform can be implemented in the Kurun Village Office, Gunung Mas Regency, Central Kalimantan Province.

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.

This study evaluates the efficacy of Smart Governance implementation in enhancing public services in Batam City. Smart governance, a principal facet of the smart city paradigm, seeks to enhance efficiency, transparency, responsiveness, and accountability by the utilisation of information technology. Batam City, strategically positioned as an economic and trade hub, is dedicated to implementing smart governance concepts to enhance the quality of its public services. This research employs a descriptive methodology with qualitative analysis to assess the strategic measures implemented, including the digitalisation of public services, transparency and budget management, integrated data management, and enhanced community participation.The findings indicate that the adoption of smart governance in Batam has effectively enhanced administrative efficiency and transparency in public services. Nonetheless, difficulties such as the digital infrastructure deficit in remote regions and insufficient digital literacy within the population remain significant impediments. This research recommends enhancing digital infrastructure, creating more user-friendly applications, and implementing digital literacy training programs for the community.  With an appropriate strategy, Batam City may persist in advancing Smart Governance as a sustainable smart city paradigm.