Abstract:Abstract This study aims to analyze the implementation of the Integrated Licensing Service Information System (SIPINTER) at the Investment and One-Stop Integrated Services Office (DPMPTSP) of Tangerang Regency. The research…
earch is grounded in issues of low institutional responsiveness in following up on complaints, mismatches between actual service completion time and the Standard Operating Procedure (SOP), and uneven public socialization of the system. This study employs a descriptive method with a qualitative approach, using 3-dimensional e-government success model, namely Support, Capacity, and Value, as the analytical framework. Data were collected through field observation, regulatory documentation review, and in-depth interviews. The findings indicate that the Support dimension is backed by strong political will, allocated funding, and multi-channel socialization that has driven growth in registered users, though technical assistance responsiveness outside office hours remains weak. The Capacity dimension shows adequate human resources and staff competence, but the technological infrastructure remains prone to disruptions such as OTP delivery failures and server downtime. The Value dimension has produced tangible benefits in efficiency and service transparency, yet this value is undermined by document processing delays exceeding SOP standards, driven by a "digital red tape" practice among internal verification officers. This study recommends strengthening online technical support and adopting contingency resource mechanisms to improve service.
Keywords: SIPINTER, e-government, licensing service, DPMPTSP, Support-Capacity-Value model
Abstrak
Penelitian ini bertujuan untuk menganalisis Penerapan Sistem Informasi Pelayanan Perizinan Terpadu (SIPINTER) di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Tangerang. Latar belakang penelitian ini didasari oleh masih rendahnya responsivitas instansi dalam menindaklanjuti laporan, ketidaksesuaian durasi penyelesaian layanan dengan Standar Operasional Prosedur (SOP), serta sosialisasi yang belum merata kepada masyarakat. Penelitian menggunakan metode deskriptif dengan pendekatan kualitatif, dengan analisis berlandaskan model keberhasilan e-government tiga dimensi yaitu Support, Capacity, dan Value. Hasil penelitian menunjukkan bahwa dimensi Support telah didukung oleh political will yang kuat, alokasi anggaran, dan sosialisasi multikanal yang mendorong pertumbuhan pengguna terdaftar, namun masih lemah dalam responsivitas bantuan teknis di luar jam kerja. Dimensi Capacity menunjukkan kecukupan sumber daya manusia dan kompetensi petugas, tetapi infrastruktur masih rentan mengalami gangguan teknis seperti kegagalan pengiriman OTP dan server down. Dimensi Value menghasilkan manfaat nyata berupa efisiensi dan transparansi pelayanan, namun nilainya terdegradasi akibat keterlambatan penyelesaian dokumen yang melampaui SOP, yang dipicu oleh praktik birokrasi digital (digital red tape) di tingkat verifikator internal. Penelitian ini merekomendasikan penguatan dukungan teknis daring serta penerapan mekanisme kontingensi sumber daya untuk meningkatkan layanan.
Kata Kunci: SIPINTER, e-government, pelayanan perizinan, DPMPTSP, model Support-Capacity-Value
Abstract:Penyelenggaraan pelayanan publik yang berkualitas merupakan kewajiban konstitusional birokrasi sebagai ujung tombak pelayanan masyarakat. Namun, Kantor Camat Kota Selatan menghadapi tantangan penurunan Indeks Kepuasan Masyarakat…
syarakat (IKM) pada tahun 2025 sebesar 5,18 poin menjadi 88,04%. Penelitian ini bertujuan untuk menganalisis hambatan sistemik dan mengukur kualitas pelayanan administrasi publik di Kantor Camat Kota Selatan, Kota Gorontalo, dengan menggunakan model SERVQUAL secara komprehensif.
Metode penelitian yang digunakan adalah kualitatif dengan pendekatan deskriptif. Data dikumpulkan melalui observasi langsung dan wawancara mendalam dengan informan utama yang terdiri dari aparatur kecamatan serta masyarakat pengguna layanan. Analisis data dilakukan secara kualitatif berdasarkan lima dimensi kualitas pelayanan SERVQUAL, yaitu Tangibles (bukti fisik), Reliability (keandalan), Responsiveness (daya tanggap), Assurance (jaminan), dan Empathy (empati).
Hasil penelitian menunjukkan bahwa pelayanan administrasi publik belum berjalan optimal dan masih menghadapi sejumlah kendala operasional pada kelima dimensi SERVQUAL. Pada dimensi Tangibles, infrastruktur gedung mengalami kerusakan fisik yang parah, fasilitas penunjang minim, serta pemanfaatan aplikasi Yanjak Gorontalo Kota belum maksimal karena operasional lapangan masih didominasi proses manual. Pada dimensi Reliability, terjadi keterlambatan penyelesaian dokumen akibat proses verifikasi yang birokratis dan koordinasi lintas instansi yang lemah. Dimensi Responsiveness menunjukkan sikap petugas sudah cukup baik, namun penyampaian alur prosedur dan prasyarat berkas belum transparan dan tidak seragam. Pada dimensi Assurance, terdapat inkonsistensi informasi antarpetugas yang berpotensi menurunkan kepercayaan publik. Sementara pada dimensi Empathy, sikap ramah dan humanis sudah mulai diterapkan, tetapi implementasinya masih bersifat individual dan belum konsisten secara institusional.
Berdasarkan temuan tersebut, disimpulkan bahwa optimalisasi pelayanan memerlukan rehabilitasi fasilitas fisik, pemangkasan alur birokrasi, digitalisasi sistem informasi terpadu melalui optimalisasi teknologi, penyusunan Standard Operating Procedure (SOP) pelayanan yang kaku untuk menyamakan persepsi staf, serta pengawasan berkala terkait internalisasi nilai-nilai hospitality bagi seluruh aparatur kecamatan.
Abstract:NURNANINGSI. 241422017. 2026. “KUALITAS PELAYANAN PUBLIK DALAM PROGRAM JKN (Studi Pada Peserta BPJS Kesehatan di Rsud Banggai Laut)”. Jurusan Administrasi Publik, Fakultas Ilmu Sosial, Universitas Negeri Gorontalo dengan…
ngan Pembimbing I Dr. Rusli Isa, M.Si.. dan Pembimbing II Dr. Alexander Badjuka, S.Si.,M.AP. Tujuan dari penelitian ini menganalisis kualitas pelayanan publik dalam pelaksanaan Program Jaminan Kesehatan Nasional (JKN) bagi peserta BPJS Kesehatan di RSUD Banggai Laut.
Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Informan dalam penelitian ini terdiri dari peserta BPJS Kesehatan, tenaga kesehatan, petugas administrasi, serta pihak manajemen rumah sakit yang terlibat dalam pelayanan Program JKN.
Hasil penelitian menunjukkan bahwa kualitas pelayanan publik bagi peserta BPJS Kesehatan di RSUD Banggai Laut secara umum telah berjalan cukup baik. Hal ini ditinjau berdasarkan lima dimensi kualitas pelayanan menurut Parasuraman, yaitu bukti fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Dimensi bukti fisik menunjukkan tersedianya fasilitas pelayanan yang cukup memadai, meskipun masih terdapat beberapa sarana yang perlu ditingkatkan. Dimensi keandalan terlihat dari kemampuan petugas dalam memberikan pelayanan sesuai prosedur yang berlaku. Pada dimensi daya tanggap, petugas telah berupaya memberikan pelayanan secara cepat dan responsif terhadap kebutuhan pasien. Dimensi jaminan tercermin dari kompetensi dan sikap profesional petugas kesehatan dalam memberikan pelayanan. Sementara itu, dimensi empati terlihat melalui perhatian dan kepedulian petugas terhadap kondisi pasien. Namun demikian, masih ditemukan beberapa kendala, seperti waktu tunggu pelayanan yang relatif lama pada jam-jam tertentu dan keterbatasan sumber daya manusia dalam menghadapi tingginya jumlah pasien.
Berdasarkan hasil penelitian dapat disimpulkan bahwa kualitas pelayanan publik dalam Program JKN bagi peserta BPJS Kesehatan di RSUD Banggai Laut telah terlaksana dengan cukup baik, namun masih memerlukan perbaikan pada aspek kecepatan pelayanan, ketersediaan fasilitas pendukung, dan peningkatan jumlah tenaga kesehatan guna meningkatkan kepuasan peserta BPJS Kesehatan.
Abstract:Penelitian ini bertujuan untuk menganalisis kualitas layanan pada Klinik Marisa yang berlokasi di Kecamatan Cipongkor, Kabupaten Bandung Barat, serta mengidentifikasi aspek layanan yang paling berkaitan dengan kualitas layanan…
ayanan berdasarkan persepsi pelanggan. Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif, dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Analisis data dilakukan menggunakan pendekatan SERVQUAL yang meliputi lima dimensi, yaitu Tangibles, Reliability, Responsiveness, Assurance, dan Empathy, serta didukung dengan analisis SWOT untuk merumuskan strategi peningkatan kualitas layanan. Hasil penelitian menunjukkan bahwa kualitas layanan secara umum dinilai baik, terutama pada dimensi Tangibles, Assurance, dan Empathy, dimana fasilitas klinik dinilai bersih dan cukup nyaman, staf berpenampilan rapi serta mampu memberikan penjelasan prosedur dengan jelas sehingga menumbuhkan rasa percaya pelanggan. Namun demikian, pada dimensi Reliability dan Responsiveness ma sih ditemukan kendala berupa ketidaktepatan waktu pelayanan, keterlambatan kehadiran dokter sesuai jadwal, serta lambatnya respons komunikasi kepada pelanggan. Penelitian ini menyimpulkan bahwa aspek layanan yang paling berkaitan dengan kualitas layanan adalah keandalan dan daya tanggap staf dalam memberikan pelayanan. Berdasarkan analisis SWOT, strategi yang direkomendasikan adalah strategi WO (Weakness-Opportunity) dan WT (Weakness-Threat), yaitu dengan meminimalkan kelemahan internal melalui perbaikan manajemen jadwal dan peningkatan respons komunikasi untuk memanfaatkan peluang pertumbuhan layanan kecantikan, serta meningkatkan konsistensi operasional dan standar pelayanan guna mengurangi dampak persaingan dan menjaga loyalitas pelanggan. Penelitian ini diharapkan dapat menjadi bahan evaluasi bagi pihak klinik dalam meningkatkan kualitas layanan
Abstract:Reading skills are the primary foundation for successful learning in elementary education, but not all students have optimally developed literacy skills, including students with dyslexia. This situation demands the implementation…
mentation of adaptive and responsive inclusive learning strategies in regular classrooms. This study aims to analyze and describe the implementation of inclusive learning strategies in interventions for reading difficulties in dyslexic students at State Islamic Elementary School (MIN) 1 Karawang. The study used a qualitative approach with a case study approach. Data were collected through observation, in-depth interviews, and documentation studies. Data were then analyzed using an interactive model that included data reduction, data presentation, and conclusion drawing. The results showed that strategy implementation was carried out through adaptive planning, differentiated learning, and individual development-based evaluation integrated into regular learning. Teachers modified materials, used visual media, segmented text, and continuously monitored student progress. The implications of this research emphasize the importance of strengthening teachers' pedagogical competencies in designing inclusive literacy interventions and the need for institutional support to ensure the sustainability of adaptive learning practices in madrasas.
Abstract:This study explores how Bugis-Makassar women construct and navigate plural reproductive knowledge in response to abortus imminens (threatened miscarriage), drawing on Talcott Parsons’ AGIL framework to analyze the sociocultural…
ocultural functions of care practices. Based on ethnographic fieldwork in Makassar, Indonesia, including interviews and participant observation with ten pregnant women, the study reveals that reproductive behavior is shaped by adaptive strategies (A), collective goals (G), moral integration (I), and intergenerational transmission of norms (L). Rather than following a singular medical logic, women mobilize syncretic forms of care that blend biomedical treatment, spiritual rituals, and ancestral taboos. These plural responses reflect not only epistemic hybridity but also reproductive governance enacted through kinship, religious authority, and clinical institutions. Women's agency is expressed not through open resistance, but through strategic moral navigation and embodied alignment with normative expectations—a form of what Mahmood terms the ethics of self-formation. The findings challenge biomedical-centric approaches to maternal health and highlight the need for culturally responsive interventions that respect local logics of risk, protection, and care. This study contributes to sociological debates on medical pluralism, moral regulation, and the reproduction of gendered knowledge in the Global South.
Abstract:The digital technology revolution has catalyzed a fundamental paradigmatic transformation in the global education ecosystem, creating a new era where technology integration has become a strategic imperative in effective…
and sustainable learning management. One of the most disruptive technological innovations that has become the primary focus in educational transformation is Artificial Intelligence (AI), which has demonstrated extraordinary potential in revolutionizing various aspects of learning management through sophisticated adaptive capabilities, deep learning personalization, and comprehensive administrative automation. This research aims to comprehensively and systematically examine the multidimensional role of AI in enhancing the quality of learning management in the digital era, with in-depth analytical focus on three fundamental pillars: strategic learning planning, pedagogical process implementation, and learning outcome evaluation. The research methodology employs a rigorous Systematic Literature Review (SLR) approach, analyzing over 150 high-quality scientific articles from leading national and international journals published between 2014-2024, utilizing a thematic synthesis framework to identify emergent patterns and significant trends in AI implementation in education. Research findings reveal that AI implementation in learning management produces multifaceted transformative impacts, including significant improvements in pedagogical decision-making quality through predictive analytics and data-driven insights, strengthening the strategic role of teachers as adaptive and responsive learning facilitators, and expanding democratic learning accessibility through adaptive learning systems and intelligent tutoring systems technologies. AI has also proven effective in optimizing educational resource allocation, enhancing student engagement through intelligent gamification, and facilitating inclusive and equitable learning.
However, this research also identifies complex challenges that must be addressed in AI implementation, including significant technological infrastructure gaps particularly in remote areas, limitations in educators' digital literacy affecting technology adoption, and ethics and data privacy issues requiring comprehensive regulatory frameworks. The implications of this research emphasize the need for a holistic and structured approach in integrating AI into educational systems, considering technological, pedagogical, and socio-cultural aspects in a balanced manner to achieve sustainable and positively impactful educational transformation.
Abstract:This study explores the dynamics of corporate crisis communication in the digital age, with a particular focus on the role of social media platforms in shaping organizational strategies. Using a qualitative approach and…
library research method, the research systematically reviews academic literature, industry reports, and documented case studies to understand how corporations respond to crises in a hyper-connected environment. The study highlights how traditional theories such as Situational Crisis Communication Theory (SCCT) and Image Repair Theory (IRT) must be adapted to meet the demands of real-time, interactive, and ethically sensitive digital spaces. Through comparative analysis of successful and failed crisis responses—including global cases such as United Airlines and local cases such as Tokopedia—the research reveals that timely, transparent, and empathetic communication on social media significantly influences public perception and corporate reputation recovery. The findings emphasize that a well-designed digital crisis strategy must integrate technical responsiveness with human-centric values to restore trust and sustain long-term relationships with stakeholders.
Keywords : crisis communication, corporate strategy, social media, digital reputation
Abstract:The development of digital technology has influenced the learning preferences of students at the elementary level, including in the context of Islamic education. Intensive use of gadgets presents both challenges and opportunities…
rtunities in strengthening Quranic literacy. This study aims to analyze and describe teachers' strategies in managing students' digital preferences to strengthen Quranic literacy at Madrasah Ibtidaiyah Nurul Falah Majalaya - Karawang. The study used a qualitative approach with a case study type. Data were collected through participatory observation, in-depth interviews, and documentation studies, then analyzed interactively through data reduction, data presentation, and drawing conclusions. The results show that teachers' strategies are implemented through three main approaches: digital media integration in Quranic learning, literacy habits based on school culture, and collaboration with parents in supervising gadget use. Teachers direct the use of Quranic applications and audio-visual media in a controlled manner so that students' digital preferences are shifted to educational activities. The culture of morning literacy and intensive communication with parents strengthens the continuity of strategies at school and at home. The implications of this research emphasize the importance of redefining the role of teachers as adaptive and contextual managers of digital preferences in Islamic education. These findings contribute to the development of Qur'anic pedagogical practices that are responsive to the dynamics of the digital era.
Abstract:In today's competitive era of globalization, management plays a strategic role in optimizing the performance of Islamic educational institutions to produce high-quality human resources. This study aims to examine the implementation…
lementation of management functions—particularly the planning function—and their contribution to achieving educational goals. The planning function, which includes needs identification, vision and mission setting, goal determination, and evaluation, has been shown to enhance institutional effectiveness through optimal resource utilization, clear direction, and adaptability to change. Additionally, this research highlights the importance of leadership, innovative learning strategies, and the integration of technology as key factors in the success of educational management. Despite facing various challenges such as limited resources and resistance to change, educational institutions can overcome these obstacles through appropriate managerial strategies, stakeholder engagement, and continuous improvement. The findings of this study are expected to contribute to the development of more effective and responsive management practices within the context of Islamic educational institutions in Indonesia.