TRANSFORMATION OF PUBLIC SERVICES: PROBLEM OR SATISFACTION
DOI:
https://doi.org/10.31004/jrpp.v7i2.27473Keywords:
E-Government, Layanan Elektronik, Layanan Digitalisasi, Layanan Online.Abstract
Kajian mengenai transformasi pelayanan publik atau e-Government masih terbatas di Indonesia, khususnya di Kota Palu. Oleh karena itu, penting untuk melakukan studi semacam itu untuk berkontribusi pada administrasi publik. Penelitian ini bertujuan untuk mengidentifikasi transformasi pelayanan publik (e-Government) di Kota Palu. Penelitian ini menggunakan pendekatan kuantitatif dan populasinya adalah masyarakat di Kota Palu. Sampelnya adalah masyarakat yang dilayani di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Palu. Data dikumpulkan melalui observasi, angket, dan dokumentasi. Data kemudian dianalisis menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa pemerintahan elektronik (e-Government) dan kualitas layanan elektronik berpengaruh terhadap kepuasan pengguna layanan elektronik. Hal ini menunjukkan bahwa kepuasan pelayanan elektronik dapat diperoleh melalui penerapan transformasi pelayanan publik yang meliputi e-Government dan kualitas pelayanan elektronik. Transformasi pelayanan publik ini memberikan manfaat kepada masyarakat dengan pelayanan yang cepat, mudah, dan adil bahkan menghentikan potensi perilaku birokrasi yang tidak etis.References
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