Kualitas Layanan Publik di Era Digital: Sebuah Penilaian Empiris terhadap Badan Komunikasi dan Informasi Pemerintah

M Iqbal Abdillah; Yufendra Yufendra; Ade Iskandar

doi:10.36448/ejkpp.v12i1.4851

Kualitas Layanan Publik di Era Digital: Sebuah Penilaian Empiris terhadap Badan Komunikasi dan Informasi Pemerintah

M Iqbal Abdillah, Yufendra Yufendra, Ade Iskandar

Abstract

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan pada Dinas Komunikasi, Informatika, Statistik, dan Persandian Kabupaten Pesawaran dalam penyelenggaraan pelayanan publik berbasis teknologi informasi. Penelitian menggunakan pendekatan kualitatif dengan metode deskriptif. Data diperoleh melalui observasi, wawancara, dan dokumentasi, kemudian dianalisis melalui tahapan reduksi data, penyajian data, serta penarikan kesimpulan dengan teknik triangulasi untuk memastikan keabsahan data. Hasil penelitian menunjukkan bahwa kualitas pelayanan dipengaruhi oleh lima dimensi utama, yaitu bukti fisik, keandalan, daya tanggap, jaminan, dan empati. Secara umum pelayanan telah berjalan cukup baik, namun masih terdapat beberapa kendala seperti keterbatasan sarana prasarana, gangguan jaringan, serta keterbatasan sumber daya manusia. Oleh karena itu, diperlukan peningkatan infrastruktur teknologi, kompetensi aparatur, serta penguatan sistem pelayanan digital agar pelayanan publik dapat berlangsung lebih efektif dan responsif.

Keywords

Kualitas Pelayanan; Pelayanan Publik

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DOI: http://dx.doi.org/10.36448/ejkpp.v12i1.4851