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Advances in information and communication technology have encouraged governments to integrate digital systems into public service delivery through e-government initiatives. In Riau Province, the Riau application at the Soeman H.S. Library exemplifies this implementation. This study examines how the Riau application enhances the effectiveness and efficiency of public services within the library. Using a descriptive qualitative method, data were collected through interviews, observations, and documentation. Findings show that the application provides convenient online access to library information and services. However, challenges remain, including limited financial resources, dependence on external parties, and insufficient feature development to meet user needs fully. These findings underscore the importance of strengthening institutional capacity, improving infrastructure, and formulating strategic plans to sustain digital library services. In line with Indonesia’s 1945 Constitution, regional governments possess autonomy to manage local affairs, aiming to improve public welfare through enhanced services, community empowerment, and civic participation while promoting regional competitiveness with attention to equity and democratic values. Following Presidential Instruction No. 3 of 2003, digital governance transformation is necessary to reduce bureaucratic barriers, integrate workflows, and support inter-institutional collaboration.

This study investigates the influence of drug availability, location, and service quality on consumer purchasing decisions at Toko Obat Zahwa Batam. The phenomenon underlying this research is a significant decline of 23.3% in transactions at Toko Obat Zahwa over three years (2022–2024). A quantitative approach with survey method was employed, involving 100 respondents selected through purposive sampling. Data were collected using a Likert-scale questionnaire and analyzed through multiple linear regression using IBM SPSS 26. The results indicate that drug availability has a positive and significant effect on purchasing decisions (t = 5.390; sig. = .000), service quality has a positive and significant effect (t = 4.700; sig. = .000), while location does not significantly influence purchasing decisions (t = –0.556; sig. = .579). Simultaneously, all three variables significantly affect purchasing decisions (F = 38.203; sig. = .000) and explain 53.0% of the variance (Adjusted R² = .530). The dominant influence of drug availability confirms the need-driven nature of pharmaceutical retail purchases, while the non-significant effect of location reflects habitual buying behavior among loyal consumers. These findings provide practical implications for independent drug store management in competitive markets.

This regulation, which requires all healthcare facilities to implement EMR by December 31, 2023, stemmed from the emergence of Health Ministerial Regulation No. 24 of 2022. Santosa Hospital, Bandung Kopo, has implemented EMR, but no research has been conducted on it. This study aimed to determine the effect of EMR implementation on service quality in the emergency unit at Santosa Hospital, Bandung Kopo. The research methods used were descriptive verification analysis and multiple linear regression analysis. Data collection used a questionnaire distributed to all emergency unit staff. The results of the descriptive analysis were generally considered very good. The results of the verification analysis, both partially, showed a negative and insignificant effect on system quality and service quality, while information quality and use statistics showed a positive and significant effect. Simultaneously, these positive and significant effects were proven, and the researchers recommend maintaining and further improving them.

Telemedicine is a technology-based healthcare innovation that can improve access and efficiency. The quality of service provided by human resources (HR) plays a crucial role in determining patient satisfaction. This study aims to analyze the influence of HR service quality on patient satisfaction among telemedicine users. The method used was a literature review using a qualitative descriptive approach through analysis of scientific articles from various databases published between 2020 and 2025. The results indicate that HR service quality significantly influences patient satisfaction, particularly through aspects of reliability, responsiveness, assurance, empathy, and effective communication. Patient satisfaction is also influenced by ease of access, time efficiency, and trust in the services provided. However, limitations such as the lack of in-person physical examinations remain a challenge in the implementation of telemedicine. Therefore, improving HR competency, particularly in digital communication and technology utilization, is essential to improving the quality of telemedicine services. Therefore, HR service quality is a key factor in increasing patient satisfaction and the successful development of digital healthcare services.

Services in the health sector are a form of public service that must be implemented properly by the government. In the context of health services, the importance of effective and efficient implementation cannot be ignored because this has a direct impact on people's quality of life. In order for health services to achieve their goals, various requirements must be met, including the availability of adequate facilities and infrastructure, a harmonious relationship between patients and service providers, easy accessibility, and high quality. The aim of this research is to determine the description of the service quality of administrative staff. at the Kelapa Gading Community Health Center. The method used is descriptive with a quantitative approach which produces univariate results. This research was conducted at the Kelapa Gading Community Health Center with a total of 150 respondents. The variables in this research are Service Procedures, Completion Time, Service Costs, Service Products, Facilities and Infrastructure, Accreditation of Service Officers. The population in this study were all 1.216 outpatients with a sample of 150 respondents.

The implementation of Hospital Management Information Systems (HMIS) has become a strategic imperative to enhance operational efficiency amidst the ongoing global digital health transformation era. This study aims to analyze the determinants of successful HMIS implementation and its impact on service efficiency and patient outcome quality. Employing a narrative review approach with thematic synthesis of literature from PubMed, Scopus, and ScienceDirect databases between 2016-2026, the study evaluates the relationship between technology investment and organizational performance. The synthesis results indicate that while HMIS significantly reduces administrative burdens and medication errors, a "digital paradox" exists where technical efficiency may disrupt interpersonal interactions between healthcare providers and patients if systems are not user-centered. Key success factors include data interoperability (HL7/FHIR standards), human resource readiness, and governance policy support. This study concludes that a patient-centered efficiency model is the fundamental basis for ensuring technology investments yield sustainable added value within the healthcare delivery system.

The quality of interaction between physicians and patients plays a crucial role in the healthcare system, as it directly affects patient satisfaction. Ineffective communication by physicians may reduce patient satisfaction and increase the risk of complaints and medical disputes. This study aims to analyze the relationship between doctor–patient communication patterns and patient satisfaction in outpatient services. This research employed a quantitative approach with an observational analytic design using a cross-sectional method. The study population included all outpatient patients, with a sample of 110 respondents selected through accidental sampling. The independent variable was doctor–patient communication, while the dependent variable was patient satisfaction. Data were collected using a questionnaire, and analysis was performed using the Chi-Square test with a 95% confidence level. The results showed that the majority of respondents rated doctor–patient communication as good (80.9%) and reported high levels of satisfaction (75.5%). The analysis revealed that among respondents who experienced good communication, 84.3% reported high satisfaction, whereas the proportion of high satisfaction decreased significantly in the groups with moderate and poor communication. In conclusion, there is a significant relationship between the quality of doctor–patient communication and patient satisfaction in outpatient services, where improvements in communication quality are consistently associated with increased patient satisfaction.

The transformation of public services has become a key priority in public administration reform, driven by growing public demands for government services that are more responsive, transparent, and oriented toward the public interest. In this context, the concept of Public Value Creation has emerged as an approach that emphasizes the creation of social value as the primary objective of public service delivery. This study aims to analyze the role of Public Value Creation as a conceptual framework in public service transformation oriented toward the public interest. The study employs a qualitative approach through a literature review, examining various relevant academic sources on public value theory, contemporary public administration, and public service transformation. The findings indicate that Public Value Creation plays a role in driving a paradigm shift in public service from an administrative bureaucratic orientation toward service focused on creating social benefits for the community. This approach also strengthens a community-centered service orientation, fosters collaboration between the government and various stakeholders, and supports public service innovation, including through the utilization of digital technology. The implications of this research suggest that the concept of public value can serve as a conceptual foundation for the government in designing more inclusive public service policies and innovations  

This study examines the role of local governments in improving the quality of public services as part of an initiative to achieve responsive governance that prioritizes the public interest. This study departs from the limitations of previous research, which tends to focus on the technical aspects of service quality, while the strategic role of local governments as the primary actors in improving the quality of public services remains underexplored. The purpose of this study is to analyze the role of local governments in improving the quality of public services and identify factors influencing the optimization of this role. The method used in this study is a qualitative approach through a literature review analyzing various secondary sources such as scientific books, national and international journals, regulations, and reports from relevant official institutions. The study findings indicate that local governments play a significant role in improving the quality of public services through three main dimensions: a community-focused service orientation, technology-based service innovation, and strengthening inclusive and collaborative service management. The integration of these three dimensions supports more efficient, transparent, and responsive public services to community needs. This research provides a conceptual contribution to the field of public administration, emphasizing the importance of strengthening the role of local governments as a key factor in sustainably improving the quality of public services.

The development of information technology has triggered significant changes in the Indonesian healthcare system, including through the implementation of telemedicine as a key innovation. This digital health innovation requires strengthening the role of health law to ensure service quality, patient safety, and legal guarantees for healthcare workers and service providers. This paper aims to examine the function of health law in the management of national healthcare services, with a particular focus on telemedicine healthcare services, and to evaluate the suitability of its regulations in protecting patient rights. The methodology used is normative legal analysis, which involves examining various laws and regulations such as Law Number 72 of 2023 concerning Health, Law Number 8 of 1999 concerning Consumer Protection, and Regulation of the Minister of Health Number 20 of 2019 concerning the Implementation of Telemedicine Services. Supporting data was obtained from reviewing national scientific journals, which discuss aspects of health law and telemedicine in Indonesia. The results of the study indicate that health law functions as a mechanism to regulate service standards, protect patient rights, and oversee the accountability of healthcare workers in telemedicine practices. However, the implementation of regulations related to telemedicine still faces several obstacles.

This study aims to determine the influence of price, product quality, and service quality on customer satisfaction at Salon Natayu. The approach used was quantitative, with data collection techniques through questionnaires distributed to Salon Natayu customers, with a total of 53 respondents (using census techniques). The data were analyzed using multiple linear regression analysis with the help of SPSS version 20. The results of the study show that the three independent variables (price, product quality, and service quality) simultaneously have a positive effect on customer satisfaction. However, partially, the price variable has the most dominant influence on customer satisfaction. The conclusion of this study shows that price is the most influential factor on customer satisfaction, followed by service quality, while product quality has the least influence. These findings indicate that a competitive pricing strategy is a crucial aspect for Salon Natayu in maintaining and improving customer satisfaction. In addition, continuous improvement of service quality is also necessary to create a better customer experience. This research is expected to be a reference for salon managers in formulating more effective marketing strategies as well as for future research that examines the factors that affect customer satisfaction in the beauty services industry.

Personal hygiene is an essential factor in maintaining the health and quality of life of the elderly, as aging is often accompanied by a decline in physical strength, mobility, and cognitive function that can reduce the ability to maintain personal cleanliness independently. Limited understanding of the importance of personal hygiene may increase the risk of infections, skin disorders, and other health complications, making education and awareness crucial for promoting better hygiene behavior. This study used a descriptive correlational design with a cross-sectional approach involving 204 elderly individuals residing at the Pucang Gading Elderly Social Service Home in Semarang and Wening Wardoyo Ungaran, with 135 respondents selected using a non-probability sampling technique. Data were collected using validated and reliable questionnaires measuring the level of understanding and personal hygiene practices and were analyzed using the Somers’d statistical test. The results showed that most respondents were female (60%) and aged between 70–79 years (48.9%). The level of understanding of personal hygiene among the elderly was predominantly in the moderate category (72.6%), and their personal hygiene practices were also mostly categorized as moderate (72.6%). Statistical analysis revealed a p-value of 0.000 (<0.05) with a correlation coefficient (r) of 0.472, indicating a positive and significant relationship between the level of understanding and personal hygiene practices. These findings suggest that improving knowledge through continuous education and guidance from health workers is necessary to enhance awareness, independence, and hygiene behavior among the elderly.

Background: Elderly people were a vulnerable population who experienced physical, psychological, social, and environmental changes that could reduce their quality of life. One important factor influencing quality of life was social support. Social support played a crucial role in helping alderly people improve their well-being and life satisfaction. Elderly people who received high social support from family, friends, or their environment tended to feel more valued, loved, and cared for. Method: This study employed a quantitative method with a cross-sectional approach. The study population consisted of 204 elderly people living in Pucang Gading Social Service Home, Semarang and Wening Wardoyo Social Servise Home, Ungaran. A total of 135 respondents were selection using non probability sampling. Data were collected using the Multidimensional Scale of Perceived Social Support (MSPSS) to measure social support and the WHOQOL-OLD questionnaire to assess quality of life of older adults. Data analysis was conducted using the Somers’d test with a significance level of 0,05. Results: The results showed that most respondents have high social support (60,7%) and high quality of life (74,1%). The somers’d test indicated a p-value = 0,000 (p<0,05) and a correlation coefficient (r) of 0,508, indicating a positive relationship with moderate strength. Conclusion: There was a significant relationship between social support and quality of life among elderly people at social homes in Semarang. Increasing social support from family, peers, and the institutional environment could help elderly people experience their later years more happily, meaningfully, and prosperously.

The rapid advancement of Information and Communication Technology (ICT) has accelerated the digital transformation of public services, including land administration. However, public complaint services at the Land Office of Southwest Sumba Regency still encounter challenges such as unstructured complaint procedures, manual data processing, risk of data loss, and limited public access to clear information. These issues highlight the need for an innovative and accessible complaint information system. This study aims to design and implement a chatbot-based public complaint service information system to enhance accessibility, transparency, and service effectiveness. A qualitative research method with a system development approach was applied. Data were obtained through interviews, observations, and documentation. The system was developed using a rule-based approach with a Finite State Machine (FSM) algorithm and implemented through the Typebot.io platform. The findings indicate that the chatbot provides structured, consistent, and user-friendly information, reduces manual workload, and improves public readiness before submitting complaints directly, while supporting future integration and system enhancement.

This research aims to design and build a client service website and pre-registration of cases at the KOFIPINDO Law Office as a solution to administrative problems that are still carried out manually. The system is developed using the waterfall method through the stages of needs analysis, system design, coding, testing, and maintenance. The website that was built provides features for account registration, filling in case data, uploading supporting documents, and verification by the admin so that the file is ready to be submitted to the e-Court system. In addition, the system is equipped with a case status monitoring dashboard, automatic notifications to clients, and submission history that can be accessed at any time. The results of the study show that this platform is able to improve service efficiency, minimize administrative errors, and speed up the pre-registration process of cases. The implementation of this system also helps to increase the transparency of communication between law firms and clients. Furthermore, the use of this website has the potential to reduce the administrative workload of staff, optimize the management of case data, and improve the accuracy of legal documentation. The system is also designed with the client's data security and privacy aspects in mind in accordance with the principles of digital information protection. Thus, this system can be an effective, structured, and integrated digital means to support the modernization of legal services at KOFIPINDO, improve service professionalism, and strengthen the competitiveness of law offices in the digital ecosystem.

Public service quality plays a crucial role in ensuring that social assistance is delivered effectively to vulnerable communities. This study aims to analyze the quality of public services in the distribution of social assistance by the Social Service Office of Kerinci Regency and to identify improvement efforts undertaken by the institution. This research employed a descriptive qualitative approach using observation, interviews, and documentation techniques. Informants consisted of Social Service officials, social facilitators, and beneficiary communities. Service quality analysis was conducted using the SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, and empathy. The findings indicate that the social assistance distribution service in Kerinci Regency is generally adequate, particularly in the assurance and empathy dimensions. Beneficiaries feel that services are delivered fairly, transparently, and without discrimination. However, obstacles remain in the tangible, reliability, and responsiveness aspects, including limited service facilities, inaccurate beneficiary data due to incomplete DTKS updates, and delays in assistance distribution in remote areas caused by geographical constraints. To address these challenges, the Social Service Office has implemented periodic data validation, strengthened coordination with village administrations, and optimized digital-based social service information systems. This study provides empirical evidence that can serve as an evaluation reference for local governments in improving transparent, effective, and equitable social assistance services.

The rapid development of digital technology has encouraged local governments to reform public service delivery in order to become more effective, transparent, and responsive to community needs. Pandeglang Regency, as a region that is gradually implementing digital-based public service innovations, faces both challenges and opportunities in this transformation process. This study aims to analyze the role of local government in improving public services through digital innovation in Pandeglang Regency by examining the forms of innovation implemented, the implementation process, and the perceived impacts on the community. This research employed a qualitative descriptive approach, with data collected through in-depth interviews, observations, and document analysis. The findings indicate that the local government plays a crucial role in promoting digital innovation through policy formulation, institutional coordination, and the provision of supporting resources. The implementation of digital innovation has contributed to improved service efficiency, increased access to information, and enhanced service transparency. However, the effectiveness of these innovations remains uneven due to limitations in human resource capacity and varying levels of digital literacy among citizens. The implications of this study suggest that successful digital innovation in public services requires sustained commitment from local governments, continuous capacity building for public officials, and inclusive service strategies to ensure that the benefits of digital transformation are equitably experienced across different segments of society.

Health services at the Puskesmas (Community Health Center) are an important sector directly related to the community. However, there are still various challenges in patient data management and handling complaints that can hinder service efficiency. One of the efforts to improve service quality is by developing a complaint information system that can efficiently manage and record patient complaints. This study aims to develop a complaint information system for services at the Puskesmas Waimangura using the Prototype method. This method was chosen because of its ability to produce system prototypes that can be immediately tested and developed according to user needs. The system is designed to allow patients to submit complaints related to the services received, as well as enabling Puskesmas staff to follow up on and record each complaint systematically. With the implementation of this system, it is expected to increase efficiency in managing complaint data, speed up problem resolution processes, and improve accuracy in recording patient and complaint data. The results of prototype testing show that this system simplifies the complaint process and provides convenience for staff in following up on patient complaints. The implementation of this information system is expected to improve the quality of services at Puskesmas Waimangura and accelerate responses to issues faced by patients.

Penelitian ini bertujuan untuk menganalisis pengaruh kedisiplinan dan kompetensi  baik secara langsung maupun tidak langsung melalui kualitas pelayanan pada pegawai Dukcapil Kabupaten Pekalongan. Populasi yang digunakan pada penelitian ini adalah pegawai yang bekerja di Dukcapil Kabupaten Pekalongan dengan jumlah 67 orang pegawai, teknik pengambilan sampel dengan menggunakan sampel jenuh, jumlah sampel yang digunakan sebanyak 67 responden. Sumber data yang digunakan data primer, dengan metode pengumpulan data kuesioner. Teknik analisis yang digunakan adalah analisis linier berganda. Hasil penelitian menunjukkan bahwa kedisiplinan berpengaruh positif dan signifikan terhadap kinerja pegawai, kompetensi berpengaruh positif dan signifikan terhadap kinerja pegawai. Kedisiplinan berpengaruh positif dan signifikan terhadap kualitas pelayanan, kompetensi berpengaruh positif dan signifikan kualitas pelayanan dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kinerja. Hasil uji mediasi menunjukkan bahwa kualitas pelayanan dapat memediasi pengaruh kedisiplinan terhadap kinerja pegawai, dan kualitas pelayanan dapat memediasi pengaruh kompetensi terhadap kinerja pegawai.

digital baik secara langsung maupun tidak langsung melalui komitmen organisasi pada pegawai Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Pemalang. Populasi yang digunakan pada penelitian ini adalah pegawai yang bekerja di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Pemalang dengan jumlah 64 orang pegawai, dengan teknik pengambilan sampel menggunakan sample jenuh. Sumber data yang digunakan data primer, dengan metode pengumpulan data kuesioner. Teknik analisis yang digunakan adalah Partial Least Square. Hasil penelitian menunjukkan bahwa berbagi pengetahuan berpengaruh positif dan signifikan terhadap kinerja pegawai, kepemimpinan digital berpengaruh positif dan signifikan terhadap kinerja pegawai. Komitmen organisasi berpengaruh positif dan signifikan terhadap kinerja pegawai. Berbagi pengetahuan berpengaruh posotif dan signifikan terhadap komitmen organisasi, kepemimpinan digital berpengaruh positif dan signifikan terhadap komitmen organisasi. Komitmen organisasi dapat memediasi pengaruh berbagi pengetahuan tehadap kinerja pegawai dan komitmen organisasi dapat memediasi pengaruh kepemimpian digital terhadap kinerja pegawai