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This study aims to analyze the implementation of public service ethics by front office officers at the Public Service Mall (Mall Pelayanan Publik/MPP) of Samarinda City and its impact on the image of government institutions. As the frontline of public service delivery, front office personnel play a strategic role in shaping public perceptions and fostering public trust in government services. This research employed a qualitative descriptive approach, utilizing in-depth interviews with a functional licensing officer at the Department of Investment and One-Stop Integrated Services (DPMPTSP) of Samarinda City, supported by direct field observations. The findings reveal that the implementation of service ethics at the Samarinda MPP is guided by the principles outlined in Law No. 25 of 2009 on Public Services and the Minister of Administrative and Bureaucratic Reform Regulation No. 15 of 2014 concerning Service Standards. These regulations emphasize the values of integrity, professionalism, accountability, responsiveness, and inclusiveness in service delivery. Furthermore, effective coordination among service tenants, continuous improvement of employee competencies, and adaptation to digital systems such as the Online Single Submission (OSS) platform have contributed significantly to maintaining service quality. The study concludes that the consistent application of public service ethics enhances citizen satisfaction, strengthens public trust, and positively influences the image of government institutions in the community.  

The development of halal tourism has encouraged sharia hotels to provide services that are not only comfortable and functional, but also consistent with Islamic values and halal assurance. This study aims to analyze the integration strategy between sharia hotels and halal restaurants in increasing guest visits and satisfaction at Mangkuto Sharia Hotel Payakumbuh. This research employed a qualitative approach with a case study design. Data were collected through in-depth interviews, observations, and documentation involving hotel management, operational employees, guests, sharia certification experts, and representatives of the local government. The data were analyzed descriptively and strengthened through strategic analysis using the Resource-Based View (RBV), Value Chain, SWOT analysis, IFAS-EFAS matrix, TOWS matrix, and Blue Ocean Strategy. The findings reveal that service integration was implemented through sharia-based operational policies, halal assurance systems in restaurant activities, and cross-departmental coordination between the front office, housekeeping, and food and beverage departments. This integration created added value in the form of physical comfort, emotional trust, and spiritual peace for guests. Internal hotel data also indicated an increase in occupancy rates from 26% in 2020 to 52% in 2024 following the implementation of the sharia concept and halal restaurant integration. Strategic analysis positioned the hotel in Quadrant I (aggressive growth strategy), supported by its halal reputation, Islamic organizational culture, guest trust, and its uniqueness as the first sharia hotel in West Sumatra certified by the National Sharia Council–Indonesian Ulema Council (DSN-MUI). The implication of this study shows that the integration of sharia hospitality can serve as a competitive product strategy rather than merely a compliance instrument, while also supporting the development of regional halal tourism.

Bali, as an international tourism destination, serves as a space for cross-cultural interactions that require effective communication skills, particularly in the hospitality sector. Hotel Masa Inn serves predominantly international guests, requiring front office staff to adapt to cross-cultural communication. This study aims to analyze the process of cross-cultural communication adaptation between Hotel Masainn employees and international guests through the perspective of Willingness to Communicate (WTC). A descriptive qualitative approach was employed using observation, structured interviews, and document analysis. Informants were selected purposively from front office staff. The findings indicate that communication adaptation is carried out through basic English proficiency, the use of nonverbal communication, active interaction, and intrinsic motivation to improve language skills. However, this process also faces challenges in the form of communication anxiety and situational pressure, particularly when dealing with repeater guests. Within the WTC framework, employees’ willingness to communicate is influenced by self-confidence, motivation, anxiety, and interactional context, which collectively contribute to service quality and international guest satisfaction.  

This study is motivated by the importance of improving the performance of police officers as the frontline of public service, which is influenced by transformational leadership, organizational communication, and work discipline. In practice, variations in officer performance are still observed at police precincts under the Solok Police Department, as evidenced by differences in case resolution rates, service responsiveness, and the effectiveness of task execution. These conditions are suspected to be related to the suboptimal implementation of transformational leadership, organizational communication, and work discipline among officers. This study aims to analyze the influence of transformational leadership and organizational communication on police officer performance, as well as to test the role of work discipline as a moderating variable. The research method used is a quantitative approach with a field research design. The study population consisted of all 126 members of the police stations under the Solok Police Department, with a sample size of 124 respondents. Data collection was conducted by distributing questionnaires to police officers, which were then analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method. The results of the study indicate that transformational leadership has a positive and significant effect on member performance, with a coefficient of 0.754, a T-statistic of 3.550 (>1.96), and a P-value of 0.000 (<0.05); thus, the first hypothesis is accepted. Organizational communication has a negative and significant effect on performance with a coefficient of -0.615, a T-statistic of 2.509 (>1.96), and a P-value of 0.012 (<0.05). Work discipline does not moderate the effects of transformational leadership or organizational communication on performance, as both show insignificant results. In conclusion, improved police officer performance can be achieved through the implementation of effective transformational leadership and the strengthening of organizational communication.

This study aims to explore the meaning of service excellence from the perspective of hotel employees at Kinasih Resort Depok, Indonesia. Most existing research on service excellence has focused on guest satisfaction, leaving the subjective experiences of employees as service providers underexplored. This study employs a qualitative approach with a descriptive phenomenological design. Data were collected through in-depth interviews, participatory observation, and documentation from five purposively selected informants across the F&B Service, Housekeeping, Front Office, Human Resources, and management departments. Data analysis followed Moustakas's phenomenological procedure encompassing epoché, horizonalization, theme clustering, and essence description. Findings reveal that employees construct layered meanings of service excellence according to their hierarchical positions: frontline workers emphasize friendliness and responsiveness, supervisors emphasize speed and problem resolution, while management frames it as a holistic service ethos encompassing internal relationships. Emotional labor emerged as an inevitable dimension managed through collaboration, prioritization, and de-escalation strategies. Organizational factors including training systems, communicative leadership, guest feedback-based evaluation, and managerial attention to employee well-being demonstrably shape how employees internalize service excellence values. This study contributes to employee-centered literature on service excellence and offers practical implications for human resource development in resort contexts.

The structural realignment of public sector governance, catalyzed by rapid technological evolution, has compelled PT Pos Indonesia to institute the Pospay digital ecosystem. Nonetheless, this paradigm shift frequently collides with deeply entrenched sociological resistance in empirical settings. This inquiry endeavors to scrutinize the service quality of Pospay while exploring the systemic challenges posed by conventional transaction habits at the Main Branch Post Office in Surabaya. Adopting a descriptive qualitative approach, empirical data were garnered through semi-structured interviews, non-participant field observations, and institutional document analysis. Informants were selected via purposive sampling, encapsulating the operational manager, a front-line service officer, and a service consumer. Data processing adhered to the interactive analysis framework of Miles, Huberman, and Saldaña (2014). Framed through Parasuraman’s SERVQUAL model, the analytical results demonstrate that while the responsiveness and assurance parameters operate at an optimal level, the reliability dimension remains disrupted by sporadic system latency. More significantly, a profound cultural lag actively decelerates this technological migration. Service users manifest a chronic reliance on physical counters, structured by marginal digital literacy, a psychological mandate for physical artifacts as transaction validation, and a preference for real-time interpersonal encounters. Adaptive institutional countermeasures specifically on-site digital mentorship and hybrid validation mechanisms have been strategically deployed to attenuate this sociocultural disconnect.

The development of halal tourism has encouraged sharia hotels to provide services that are not only comfortable and functional, but also consistent with Islamic values and halal assurance. This study aims to analyze the integration strategy between sharia hotels and halal restaurants in increasing guest visits and satisfaction at Mangkuto Sharia Hotel Payakumbuh. This research employed a qualitative approach with a case study design. Data were collected through in-depth interviews, observations, and documentation involving hotel management, operational employees, guests, sharia certification experts, and representatives of the local government. The data were analyzed descriptively and strengthened through strategic analysis using the Resource-Based View (RBV), Value Chain, SWOT analysis, IFAS-EFAS matrix, TOWS matrix, and Blue Ocean Strategy. The findings reveal that service integration was implemented through sharia-based operational policies, halal assurance systems in restaurant activities, and cross-departmental coordination between the front office, housekeeping, and food and beverage departments. This integration created added value in the form of physical comfort, emotional trust, and spiritual peace for guests. Internal hotel data also indicated an increase in occupancy rates from 26% in 2020 to 52% in 2024 following the implementation of the sharia concept and halal restaurant integration. Strategic analysis positioned the hotel in Quadrant I (aggressive growth strategy), supported by its halal reputation, Islamic organizational culture, guest trust, and its uniqueness as the first sharia hotel in West Sumatra certified by the National Sharia Council–Indonesian Ulema Council (DSN-MUI). The implication of this study shows that the integration of sharia hospitality can serve as a competitive product strategy rather than merely a compliance instrument, while also supporting the development of regional halal tourism.

Unequal access to population administration services remains a persistent governance challenge in archipelagic and geographically constrained areas, where spatial dispersion, limited connectivity, and high mobility costs systematically hinder citizens’ ability to obtain legal identity documents. In island regions, weak sea transportation networks, weather-dependent travel, and long distances to administrative centers reduce the feasibility of conventional, office-based service delivery, producing administrative exclusion that undermines equal citizenship. These barriers also intersect with socio-administrative realities, including the prevalence of unregistered marriages (nikah sirri), which constrains civil registration processes and delays the formal recognition of marital status and household composition within population administration systems. Against this backdrop, this review article aims to synthesize reputable scholarly literature on pelayanan jemput bola (mobile/outreach public services) as a policy strategy to advance service inclusivity and administrative justice in population administration, particularly for geographically marginalized communities. Methodologically, the article employs a thematic–conceptual literature review, systematically identifying and analyzing peer-reviewed journal articles and conference proceedings published primarily within the last five to ten years across recognized academic databases. The synthesis identifies key rationales and conceptualizations of outreach services, maps major implementation models (mobile units, community-based outreach, integrated one-stop outreach, and hybrid outreach–digital arrangements), and consolidates recurrent success factors, including local state capacity, inter-actor coordination, frontline discretion, and policy support. It also highlights persistent challenges such as logistical uncertainty, resource constraints, uneven digital readiness, and governance fragmentation across island territories. The article concludes that mobile/outreach population administration services can substantially improve equitable access to legal identity and strengthen civil rights realization in archipelagic contexts, but only when embedded in capacity-building and geography-sensitive governance arrangements. By integrating fragmented strands of scholarship, the review offers a conceptually grounded framework and policy-relevant implications for designing sustainable and just population administration reforms in island regions.

This study aims to describe and analyze the effectiveness of digital service transformation through the myBCA ecosystem at Bank BCA KCP Ponorogo Cokroaminoto from the perspective of Public Administration. The paradigm shift from the Old Public Administration (OPA) to the New Public Service (NPS) requires service institutions to place citizens as the main subjects through the principles of transparency, accountability, and respect for public dignity. This study uses a descriptive qualitative approach with in-depth interview techniques, passive participatory observation, and documentation. Informants were selected by purposive sampling, including branch management, frontline officers (Customer Service and Teller), and customers. The results of the study show that the transformation towards the myBCA ecosystem has succeeded in significantly improving service efficiency through the transfer of routine administrative processes from bank counters to customer self-service. Features such as Single ID allow for flexible multi-account management, especially for businesses with high mobility in the Cokroaminoto area. This process reflects debureaucratizing practices that encourage frontline officers to focus on value-added consultative services that demand empathy and analysis. The success of this digital adaptation is supported by the synergy between the quality of e-service and the responsiveness of human resources. Although myBCA offers ease of use and reliability of the system, the role of officers as digital educators remains essential in bridging the technology literacy gap. The responsiveness and digital empathy shown by the officers increases public trust and ensures access to professional human support. In line with Law No. 25 of 2009 concerning Public Services, transparency and real-time information through myBCA strengthens institutional legitimacy. Thus, the effectiveness of digital services at KCP Ponorogo is determined by the balance between a reliable digital system and responsive personnel.

Public service performance represents the most visible aspect of local government administration. Sub-district offices play a crucial role as the frontline of daily administrative services. This study analyzes the management of public services at the Cianjur Kota Sub-district Office by examining governance practices, staff professionalism, and service effectiveness. A descriptive qualitative approach was employed through light observation, document analysis, and literature review. The findings reveal that the management of public services at the sub-district office is generally adequate, indicated by standardized service procedures, improved administrative flows, and better staff discipline. However, several challenges persist, including limited human resources, insufficient transparency of service information, and low community participation in providing feedback. These results highlight the importance of good governance principles  transparency, accountability, and participation  in enhancing public service quality at the sub-district level. The study recommends improving internal coordination, providing more accessible public information, and strengthening staff capacity through continuous training.

Kyriad Hotel Arra Cepu is a star-rated hotel located in Blora Regency that plays an important role in supporting tourism activities, business travel, and the development of the local hospitality industry. Despite its strategic position, initial observations and discussions with hotel management revealed several challenges related to service quality, which has not yet fully aligned with current hospitality industry standards. These challenges include limited continuous staff training, inconsistencies between employee competencies and established standard operating procedures, and insufficient professional communication skills. In response, a community service program was developed in the form of competency-based training specifically tailored to the needs of Kyriad Hotel Arra Cepu. The program aims to enhance human resource quality through structured and intensive training aligned with the Indonesian National Work Competency Standards in the hospitality sector, covering Front Office, Housekeeping, Food and Beverage Products, and Food and Beverage Service. The training was implemented using a participatory and hands-on approach supported by ongoing coaching. Training materials included hotel hygiene and sanitation, excellent service practices, telephone operator etiquette, and basic English communication. This program provides direct benefits by improving employee competence, professionalism, and guest satisfaction, while also supporting the implementation of the Tri Dharma of Higher Education and strengthening collaboration between academia and the hotel industry. The expected outcomes include improved staff skills, higher service quality, and a replicable training model for similar hotels.

This study aims to explore the implementation of Standard Operating Procedures for immigration services at TPI Tanjung Priok Port and examine its impact on service effectiveness in Indonesia's maritime sector. The research employed a qualitative approach to analyse the gap between formal SOP guidelines and on-the-ground practices, examining internal and external factors, including resource limitations, technological constraints, and inter-agency coordination issues. The findings reveal significant disparities that lead to both positive and negative discretion amongst frontline Immigration officers, influencing service consistency, efficiency, and transparency. Negative discretion results in procedural deviations that compromise reliability and potentially foster corruption, delays, and inefficiencies. In contrast, positive discretion emerges as adaptive responses indicating weaknesses in SOP design or infrastructure. The study concludes that enhancing frontline officers' competence, motivation, and accountability is essential for achieving desired outcomes, whilst integrating technological solutions such as digital documentation and real-time monitoring is vital for streamlined, transparent, and accountable procedures. Improving SOP adherence, coupled with better resource allocation and inter-institutional cooperation, can significantly reduce vessel turnaround times, lower logistics costs, and bolster maritime competitiveness. The research advocates for dedicated training programmes, supervisory systems, and technological innovations to ensure SOP compliance, minimise discretion-driven deviations, and promote accountability, thereby optimising maritime service delivery and supporting Indonesia's strategic maritime development objectives.

Education is a conscious and planned effort to create a learning atmosphere and learning process so that students actively develop their potential to have spiritual religious strength, self-control, personality, intelligence, noble character, and skills needed by themselves, society, nation and state (Law of the Republic of Indonesia). To realize the goals of national education, the curriculum is made as a guideline used in learning activities as regulated in Law of the Republic of Indonesia No. 32 of 2013 concerning National Education Standards. The purpose of this study is to describe the difficulties of students in writing stories in the Indonesian language subject of grade IV at SDIT Harapan Umat Brebes. This study uses a qualitative research type. The approach used in this study is qualitative research with a descriptive approach. The location of this research is SDIT Harapan Umat Brebes on Jl. Proklamasi KM. 03 Utara Islamic Center (In front of the Integrated Government Office), Brebes, Central Java, Indonesia 52212. Based on the research that has been done on the analysis of the level of difficulty of students in writing stories in the Indonesian language subject, it can be concluded that the level of ability of grade IV students in writing stories is still quite low. The difficulties faced by students in writing stories in the Indonesian language subject in grade IV SDIT Harapan Umat Brebes include several things, including students experiencing difficulties in determining the title of the narrative text, students' inability to arrange words into a story that is interconnected with each other.

The Community Service Program (Kuliah Kerja Nyata / KKN) carried out by students of Nusa Nipa University Indonesia in Wolorega Village represents a community service initiative aimed at strengthening village identity and improving public service accessibility. The Community Service Program (Kuliah Kerja Nyata / KKN) of Nusa Nipa University Indonesia is one of the compulsory academic activities that reflects the implementation of the Tri Dharma Perguruan Tinggi, particularly in the field of community service. This program aims to provide real contributions to village development, improve the quality of public services, and strengthen the relationship between students and the local community. One of the work programs carried out by the KKN group in Wolorega Village was the creation of a village name board as an identity marker for the Village Office.                                                                                                                                The background of this activity lies in the absence of a proper and representative village name board, which often caused difficulties for both local residents and visitors in locating the village office. This situation affected the effectiveness of administrative services. Therefore, the KKN students took the initiative to design and construct a new village name board to strengthen the village’s identity and improve public service facilities.  The implementation method included several stages: coordination with the village head and officials, designing the name board, procuring materials and equipment, constructing and painting the board, and finally installing it in front of the Wolorega Village Office. The entire process was carried out in collaboration with village officials and with active participation from the local community. The results of this activity show that the village name board was successfully built and installed. Its presence provides significant benefits, such as making it easier for the community to locate the Wolorega Village Office, clarifying the village’s official identity, and enhancing the image of the village government as a well-organized and professional institution. In addition, this activity received positive appreciation from village officials and the community because it effectively addressed an existing problem.  In conclusion, the creation of the village name board is not only a physical facility improvement but also a tangible form of contribution from the students of Nusa Nipa University Indonesia in supporting village development and improving public services in Wolorega Village.  

This study is motivated by the importance of improving the productivity of civil servants (ASN) at the sub-district level, which serves as the frontline in delivering public services. Bureaucratic reform and service digitalization demand employees to work more professionally, competently, and productively. Career development and work motivation are considered two crucial factors that influence productivity improvement. The objectives of this research are to examine the effect of career development on employee productivity, to analyze the effect of work motivation on employee productivity, and to test the simultaneous influence of both factors at the Cempaka Baru Sub-District Office, Central Jakarta. The research employed a quantitative method with a saturated sample of 48 respondents. Data were collected through online questionnaires and interviews, then analyzed using multiple linear regression, t-test, and F-test. The results show that career development has a significant positive effect on productivity (t-value 3.051 > t-table 2.014; sig. 0.004 < 0.05). Work motivation also significantly affects productivity (t-value 3.206 > t-table 2.014; sig. 0.002 < 0.05). Simultaneously, both variables significantly influence productivity (F-value 79.546 > F-table 3.20; sig. 0.000 < 0.05). Therefore, career development and work motivation can be regarded as important factors in enhancing employee productivity at the Cempaka Baru Sub-District Office.

Community Health Centers (Puskesmas) serve as the frontline for basic healthcare services for the community. However, the services at Waimangura Community Health Center are not yet fully optimal due to several obstacles, particularly in patient data recording, which is essential for registering every individual who visits for health check-ups, registration, and medical record management. Therefore, an information technology-based system is needed to enhance the effectiveness and efficiency of services. This research aims to implement a healthcare service system at Waimangura Community Health Center using the CodeIgniter 3 framework by applying the MVC (Model, View, Controller) method. The MVC method was chosen because it can separate application logic, display, and data management, making the system more structured, easier to develop, and maintaining consistency. The research stages include needs analysis, system design, implementation, and testing. The implementation results show that the built system is capable of assisting officers in patient registration, medical record data management, and information services. Patients also benefit from more transparent and efficient services. Based on the trial results, the system operates according to user needs and can improve the quality of healthcare services at the Waimangura Community Health Center. Thus, the implementation of CodeIgniter 3 with the MVC method has proven effective in building a structured, easily maintainable healthcare service system that can be further developed to support digital-based healthcare services.

This study aims to explore the meaning of hospitality as experienced by front office employees of five-star hotels in South Kuta, Bali, using a phenomenological approach. As the frontline in guest interactions, the subjective experience of employees significantly influences service quality, guest satisfaction, and the hotel's image. Data collection was carried out through semi-structured interviews with 18 informants, observation, and internal documentation. Data analysis followed a descriptive phenomenological procedure to produce rich contextual descriptions. The findings indicate that hospitality for front office employees is complex and influenced by both internal and external factors, including professional identity, emotional labor, and the quality of interpersonal relations with guests. Although existing theoretical frameworks are relevant, there are gaps between theory and practice in stress management and the effectiveness of compensation. Recommendations include the development of emotional training programs, non-financial rewards, and employee involvement in job redesign and retention strategies based on competence development. These strategies are expected to improve job satisfaction, service quality, and guest loyalty.

Administrative officers are the frontline of hospital service systems, playing not only an administrative role but also shaping first impressions, influencing trust, and serving as key determinants of initial patient satisfaction within the dynamic and time-sensitive context of outpatient care. This study aims to describe the attitudes of administrative staff toward outpatients at Bhakti Asih General Hospital in 2025. The research employed a descriptive quantitative method using accidental sampling. A total of 50 patients from the internal medicine and cardiology clinics served as respondents. The results showed that the affective dimension was rated as good by 33 respondents (66.0%), the cognitive dimension by 33 respondents (66,0%), and the behavioral dimension by 33 respondents (66,0%). Although most responses were in the “good” category, some respondents gave “fairly good” ratings, particularly regarding emotional communication, information delivery, and responsiveness. In conclusion, the attitudes of administrative staff are generally good, although improvements are still needed to ensure equitable service quality.

The purpose of this study was to analyze the relationship between noise levels and work stress among employees at Karunia Kasih Hospital. This study used a cross-sectional design with a population consisting of all employees in the Front Office, Polyclinic Nurses, and Specialist Doctors. The study sample consisted of 80 respondents selected using total sampling technique. Noise levels were measured using a Sound Level Meter, while work-related stress was assessed using a questionnaire. Data analysis was conducted using the chi-square test with a significance level of α = 0.05. The measurement results indicated that 80% of the work areas had noise levels exceeding the NAB 65 dBA threshold. The Outpatient Corridor area had the highest noise level (83 dBA). A total of 65% of workers experienced moderate to severe work-related stress. There was a significant relationship between noise levels and work-related stress (p-value = 0.001). Age (p-value = 0.024) and length of service (p-value = 0.037) also showed a significant relationship with work-related stress. There is a significant relationship between noise levels and work-related stress among workers at Karunia Kasih Hospital. Efforts to control noise levels and comprehensive stress management programs are needed to protect worker health.

In the increasingly competitive hospitality industry, the role of the front office has become very crucial because it is the first and last point of interaction between hotels and guests. The operational success of a hotel is largely determined by the performance of the workforce in the front office, which directly affects the first impression, guest satisfaction, and overall reputation of the hotel. This study discusses in depth the importance of the Front Office Workforce Maintenance Program at Hotel Room Inc Bandung as a human resource management strategy to improve service performance. The program covers various aspects, such as providing regular training, developing communication skills, understanding guest management, and improving employee well-being, motivation, and loyalty. The main goal of this program is to minimize turnover rates, improve workforce competence, and maintain optimal hotel service standards. Through this approach, hotels can create a conducive working atmosphere, consistent service, and a memorable stay experience for guests. The findings in this study indicate that investment in workforce maintenance directly has a positive impact on service quality and guest satisfaction, which is the key to success in the modern hospitality industry.