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This study aims to analyze the service quality of the issuance of the Job Seeker Card (AK-1) at the Department of Manpower, Cooperatives, and Small and Medium Enterprises of Gorontalo City This study focuses on the five dimensions of service quality based on the SERVQUAL model Tangibles, Reliability, Responsiveness, Assurance, and Empathy The study is conducted based on the decline in the number of job seeker card service users year over year, indicating issues with service quality This study employs a qualitative, descriptive approach Data collection techniques include observation, interview, and documentation Data analysis uses the Miles and Huberman model, which consists of data reduction, data display, and conclusion drawing. The findings show that the service quality at the Department of Manpower. Cooperatives, and Small and Medium Enterprises of Gorontalo City is generally not yet optimal In terms of tangibles, service facilities still need improvement, particularly in the comfort of service rooms In terms of empathy officers have shown concern for the community, but it is not yet consistent across all service situations Responsiveness is considered fairly good, although delays in the service process still occur In terms of reliability, services are not yet fully consistent in providing accurate, precise results Meanwhile, in terms of assurance, officers provide polite and fairly convincing services, although their competence still needs Improvement The conclusion of this study indicates that the service quality of the issuance of the Job Seeker Card at the Department of Manpower Cooperatives, Small and Medium Enterprises of Gorontalo City Still requires improvement, particularly in enhancing facilities, human resource competence and service consistency to increase public satisfaction.

This study aims to analyze the implementation of good governance principles in inclusive public services in Candisari District, Semarang City. The study used a descriptive qualitative approach with data collection techniques through questionnaires, interviews, and documentation. Research informants consisted of sub-district officials and community service users, including vulnerable groups. Data analysis was conducted through the stages of data reduction, data presentation, and conclusion drawing. The results of the study indicate that the implementation of good governance principles in Candisari District has begun, but has not been running optimally. The principle of transparency has been attempted through the provision of service information and the use of digital media, but accessibility of information for vulnerable groups is still limited. The principle of accountability has not been fully realized, as indicated by the less than optimal performance of the Women and Children Protection Task Force (Satgas PPA) in carrying out its duties and the less than optimal inclusive public complaint mechanism. From the aspect of participation, community involvement, especially vulnerable groups, in the planning and decision-making process is still limited and unstructured. In addition, legal certainty and regional security stability are relatively conducive, but still require institutional strengthening and synergy between stakeholders. This study concludes that the implementation of good governance in Candisari District still faces institutional, participation, and service accessibility constraints, so a strategy is needed to strengthen governance to realize inclusive and sustainable public services.

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 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.

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.

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.

This study used a qualitative approach with a Systematic Literature Review (SLR) as the data collection technique. This study examined the institutional factors causing long dwelling times at Tanjung Emas Port and mitigation efforts. The analysis revealed that the main root of the problem lies in the lengthy administrative and goods inspection (customs) processes, particularly in the red, yellow, and green inspection lanes. Obstacles include the lack of data integration (such as PIB and SPPB dates) between the Semarang Container Terminal (TPKS) and Customs, as well as incomplete documents by service users. A significant impact was felt on imports, where dwelling times were longer due to complicated quarantine and customs inspections, while exports were relatively unaffected.

The administration of population services in Rumbai Timur District continues to face challenges following the regional expansion that required residents to update their civil documents. The SIPENDUDUK website was introduced to simplify digital submissions; however, its implementation has not been fully effective. A portion of the community, particularly older adults and individuals with low digital literacy, still struggles to navigate service flows and upload required documents. This study aims to evaluate the service quality of the SIPENDUDUK website in improving the effectiveness of civil administration services. A descriptive qualitative method was employed through observations and interviews with officers and service users. The findings indicate that although the website has facilitated administrative processes, its accessibility has not yet reached all user groups due to varying technological capabilities. The system shows adequate efficiency and stability, although several technical issues remain. Service security is maintained through controlled access and a simplified interface. User support is provided through direct assistance from the local office, including manual guidance and mobile outreach services. These results highlight that the success of digital services depends not only on system quality but also on user readiness. This evaluation is expected to contribute to improving the effectiveness, inclusiveness, and overall quality of population administration services in Rumbai Timur District.

Introduction: Experiential marketing has become a growing trend in promotional activities by emphasizing personalization and active customer involvement. Preliminary observations indicate a decline in outpatient visits among patients with general insurance and non-JKN coverage in 2023, which may be influenced by a decrease in their intention to use outpatient services. This condition highlights the need for hospitals to implement experiential marketing strategies to enhance patient interest and experience. Objective: This study aims to empirically examine the influence of patient experience and service perception on the intention to use outpatient services, with Strategic Experiential Modules (SEMs) as an intervening variable. Methods: This quantitative research employs a causal design involving outpatient service users as the population. A non-probability sampling technique was used, yielding 249 respondents. Data were collected using a questionnaire and analyzed using Structural Equation Modeling (SEM) with AMOS software. Results: The findings reveal that patient experience and service perception simultaneously have a significant positive influence on the intention to use outpatient services through SEMs. Service perception directly shows a significant positive effect on both SEMs and intention to use outpatient services, while SEMs also significantly enhance usage intention. Service perception emerges as the dominant variable in increasing SEMs and usage intention, whereas patient experience has the weakest effect. Conclusion: Patient experience and service perception collectively influence the intention to use outpatient services with SEMs as an intervening variable. Strengthening Customer Relationship Management is essential by improving human resources and optimizing service asset.

Digital transformation in the banking sector has introduced numerous conveniences in financial transactions, yet simultaneously opened opportunities for increasingly sophisticated and damaging new forms of crime. This article comprehensively analyzes criminal policy in combating digital banking crime in Indonesia, exploring the legal, technological, and institutional challenges faced, and formulating effective prevention strategies. Through systematic literature review and critical policy analysis, this research demonstrates that digital banking crime in Indonesia has experienced significant increases both in quantity and complexity of modus operandi, encompassing phishing, skimming, hacking, social engineering, banking trojan malware, and various technology-based fraud schemes. Financial losses amount to trillions of rupiah annually, excluding the psychological impact on victims and erosion of public trust in digital banking systems. Research findings identify fundamental challenges in combating digital banking crime, including limitations in legal frameworks that have not fully accommodated technological developments, gaps in law enforcement capacity for cyber investigation, complexity of evidence in digital cases, complicated cross-border jurisdiction, rapid evolution of crime modi outpacing regulatory adaptation, and low digital security literacy among banking service users. Policy analysis shows that penal approaches through criminalization and law enforcement, while important, are insufficient without comprehensive non-penal strategies.

This research aims to conduct an in-depth analysis of the administrative process for container Delivery Order (DO) handling implemented at Batu Ampar Port, Batam. The primary focus is to identify the procedural stages and evaluate the obstacles encountered during the DO issuance process. The Delivery Order is a crucial import document that serves as a transit permit, enabling service users to retrieve imported goods from the port area. The research methodology employs field research (field research) supported by a literature review (library research), allowing for the practical and thorough collection of operational data. The findings indicate that the administrative DO handling workflow commences with the receipt of documents from the shipping company representatives or service users, followed by the segregation of documents based on the company, recording the number of DOs, and culminates in the printing and validation of Form 2B, which serves as the official proof of cargo collection. This entire process demands close coordination among work units, particularly the administration and container depot sections. The study concludes that the effectiveness of DO management significantly impacts the smooth distribution of imported goods from the port. Common constraints frequently encountered include data inconsistency between the Bill of Lading and the received DO, as well as limitations in facilities and human resources within the administrative process. Recommended solutions include increasing supervision and refining the communication system between the applicant and the officials to ensure that the DO issuance process proceeds smoothly, promptly, and in compliance with established procedures.  

Service quality is a vital element that must be prioritized to achieve excellence in public service delivery. It serves as the cornerstone for any institution, directly influencing public satisfaction. Such satisfaction can only be realized when services are delivered effectively, efficiently, and in alignment with the community’s needs. This study aims to assess the quality of public services at the Plampang Village Office and identify factors that hinder its enhancement in 2022. Using a descriptive method with a qualitative approach, the research explores and analyzes various phenomena, events, social activities, attitudes, beliefs, perceptions, and community perspectives, both on an individual and collective level. The findings reveal that the assurance dimension of service quality received favorable feedback from service users. However, other dimensions still exhibit notable deficiencies, such as the public’s limited awareness of service standards, the small size of service spaces, and inadequate facilities, such as computers and laptops, which often experience technical issues, leading to delays in service completion.

This study aims to analyze the factors that affect passenger satisfaction at the airport through three main perspectives, namely: service, technology, and operations. The approach used is a literature study of ten scientific journals that discuss airport service quality from various aspects. The results of the study show that service quality, especially those covering SERVQUAL dimensions such as reliability, responsiveness, empathy, assurance, and physical evidence, plays a major role in shaping service user perceptions. The technology perspective, through the implementation of self-service such as self check-in, Flight Information Display Sistem (FIDS), and digital service applications, is proven to increase efficiency and convenience, even contributing up to 96.8% to user satisfaction according to one study. Meanwhile, from an operational perspective, aspects such as queue time at check-in counters, public facilities, and accessibility to the terminal also have a significant impact on the overall passenger experience. The conclusion of this study emphasizes the importance of integration between the three perspectives in designing strategies to improve airport service quality. Suggestions are given to airport managers to continue to improve services, expand technology adoption, and reorganize operations to create a safe, comfortable, and satisfying travel experience for all service users

This study aims to analyze the factors influencing passenger satisfaction at airports through three main perspectives: service, technology, and operations. The background of this research is based on the increasing competition between airports in providing an optimal travel experience amidst the development of the aviation industry and the increasing passenger demands for service quality. This study uses a literature study approach by analyzing ten selected scientific journals that specifically discuss airport service quality from various perspectives. The results of the study indicate that the service perspective, specifically those encompassing SERVQUAL dimensions such as reliability, responsiveness, empathy, assurance, and tangibles, has a significant contribution in shaping the perception and satisfaction of airport service users. The technology perspective also plays a significant role, particularly through the implementation of self-services such as self-check-in, Flight Information Display Sistem (FIDS), e-gates, and digital service applications that simplify the travel process. One of the studies analyzed shows that the application of technology can contribute up to 96.8% to user satisfaction, indicating the significant role of digitalization in this industry. From the operational side, factors such as speed of service at the check-in counter, queue time management, completeness and cleanliness of public facilities, and ease of access to the terminal have an equally important influence. These findings underscore that passenger satisfaction is influenced not only by service quality at the point of direct interaction, but also by the smoothness of the overall operational flow. The study's conclusions emphasize the importance of integrating these three perspectives in strategic planning for airport service improvement.

This study aims to analyze the role of the Terminal Inspection Service (TIS) Unit in supervising landside facilities at Minangkabau International Airport. Landside facilities include passenger terminals, drop-off areas, parking lots, and other public spaces that serve as key interaction points between airport services and users. Effective supervision of these areas is essential to ensure safety, comfort, and order within the airport environment. A qualitative descriptive approach was employed in this research, with data collected through field observations, in-depth interviews with TIS personnel and related stakeholders, as well as documentation analysis of existing regulations and supervision procedures.The findings reveal that the TIS Unit plays a strategic role in maintaining service quality and the security of landside facilities. This role is carried out through regular monitoring activities, early detection of potential disruptions, and the handling of various violations in public areas. However, the implementation of TIS duties still faces several challenges. These include limited personnel, which restricts comprehensive supervision of all areas; slow response from relevant units when operational issues are reported; and low discipline and compliance among service users, which further complicates enforcement efforts.To enhance the effectiveness of supervision, this study proposes several recommendations. These include strengthening inter-unit coordination within the airport, providing ongoing training for TIS personnel to improve competency and responsiveness, and implementing an integrated digital reporting system to streamline reporting and follow-up processes. Such measures are expected to support more optimal and sustainable supervision of landside facilities at the airport.

This study was conducted at Bio Live Healthy Home, located in Sei Bamban District, Serdang Bedagai Regency. The primary objective of this research is to determine how lifestyle, reference groups, and consumer attitudes influence the decision to use services offered by the institution. In a rapidly growing health and wellness industry, understanding consumer behavior is essential to improve service quality and increase customer engagement. To achieve the research objectives, the study employed a survey method with a quantitative approach. The target population consisted of service users, and a sample of 92 respondents was selected. Data collection was carried out through a combination of observation, interviews, documentation, and the distribution of structured questionnaires. The questionnaire was designed to capture variables related to lifestyle, reference groups, attitudes, and service usage decisions. Before conducting the main analysis, the data were tested for validity and reliability to ensure that the instrument accurately measured what it intended to measure. Furthermore, classical assumption tests, including normality, multicollinearity, and heteroscedasticity tests, were conducted to confirm the feasibility of using a multiple linear regression model. The analysis was performed using the Statistical Package for the Social Sciences (SPSS) software. The results of the study revealed that lifestyle, reference groups, and attitudes each had a significant and positive influence on the decision to use services at Bio Live Healthy Home. This indicates that individuals with health-conscious lifestyles, influenced by their social environment and holding positive attitudes toward wellness services, are more likely to engage with the services offered. Moreover, these three factors collectively contributed to a meaningful explanation of the variation in consumer decisions. In conclusion, the findings highlight the importance for service providers to consider psychological and social factors when designing marketing strategies.

Health financing is a subfield of health economics, where it refers to the amount provided by people at the individual, family, and community levels from public and private sources. The public and non-public sectors that work together to fund health care initiatives are all committed to improving health services and society as a whole. From the source of health financing, its implementation is directed at several main things, namely eliminating cost barriers to obtaining health services, equity in access to services, increasing efficiency and effectiveness of resource allocation (resources) and adequate and acceptable service quality for service users. By making the implementation of the Social Health Insurance program and other private programs, health financing is more efficient and affordable for the community.

Employee performance in government agencies often gets a red report card from the public. These problems usually arise as a result of employee performance that is considered unsatisfactory to service users such as not being able to explain service procedures, unprofessional time management and lack of providing solutions to problems encountered. The assessment of employee performance as described by Andrew states; Quantity, Quality, Job knowledge and employee skills in carrying out work are one of the assessments of good performance on employees. The level of public satisfaction is influenced by the performance of employees and in this era of bureaucratic reform is very well considered by the government. The government through the Minister of Administrative Reform and Bureaucratic Reform issued Permenpan No.14 of 2017 which explains the guidelines for community satisfaction surveys in public service delivery units. The purpose of this study was to analyze the effect of village employee performance on community satisfaction in Nginden Jangkungan Village, Surabaya. The method used in this research uses quantitative methods. The population used is the people of Nginden Jangkungan Village using a sample based on the slovin formula which obtained the results of 105 respondents. The technique used in analyzing this research is simple linear regression. In processing the respondent's data, the author uses the SPSS version 26 system and produces an answer which states that the performance variable partially and significantly affects community satisfaction in Nginden Jangkungan Village, Surabaya. Then based on the simultaneous test, the performance variable of Nginden Jangkungan Village employees also has a positive and significant effect on community satisfaction. The conclusion of this study is that there is a significant and positive effect of urban village employee performance on community satisfaction. However, it is necessary to pay attention to the officer's ability to manage time management and responsibility because it is slightly lagging behind other statement items.

This study aims to examine the optimization efforts made by the Apron Movement Control (AMC) unit in supervising and regulating the movement of people and vehicles in the airside area of ​​Komodo International Airport, Labuan Bajo. The AMC unit is responsible for managing the movement of aircraft, people, and vehicles, including plotting parking stands, arranging ground handling, administering flight data, licensing airside vehicles, supervising engine run-up, apron cleanliness, and handling fuel spills. Supervision is carried out based on SOP, but in emergency situations such as aircraft skidding or unloading on the taxiway, the AMC must be able to adapt quickly to relevant safety procedures. This study uses a qualitative method with direct observation techniques, interviews with three AMC personnel, as well as SOP documentation and incident reports. The results show that the implementation of supervision and control has been running according to PM-IK standards. The focus of supervision includes aircraft movement, engine idle, GSE vehicle speed, completeness of worker PPE, and passenger arrangements to the aircraft. However, the main obstacle is the limited personnel which causes a high workload and supervision is not optimal, so that violations by service users or workers still occur and have the potential to endanger flight safety.

This study aims to describe the Accessibility of Management Information System Services at the Library and Archives Service of Gorontalo Regency. The research method uses a qualitative approach. The results of the study indicate that the Accessibility of Management Information System Services at the Library and Archives Service of Gorontalo Regency has not been running well, where of the three indicators measured there are two indicators that are not fully optimal, namely data access time and data accuracy, this can be seen from the many complaints from service users about the slow responsiveness of data or information needed by service users and frequent errors or inconsistencies between the data or information needed by service users and what is presented by the Management Information System. While one other indicator, namely access flexibility, is considered optimal, this can be seen from the time and method of the information access process which can really adjust to the conditions of service users, namely it can be accessed anytime and anywhere and in any way such as accessed via laptop, computer or smartphone.