Upaya Meningkatkan Kualitas Layanan Publik Melalui Digitalisasi
DOI:
https://doi.org/10.37253/altasia.v3i1.4336Keywords:
Layanan Publik, Digitalisasi, TeknologiAbstract
Pelayanan publik digital di era revolusi industry 4.0 merupakan suatu keniscayaan. Konsep layanan publik digital mengarah kepada prinsip efektis dan efisien. Efektif memiliki arti melaksanakan sesuatu yang tepat sedangkan efisien memiliki makna melaksanakan sesuatu dengan tepat. Pelayan publik digital diharapkan dapat memberikan kemudahan bagi siapa saja yang membutuhkan akses. Pelayanan publik digital ditandai dengan penggunaan media selain kertas atau yang sering disebut dengan paperless. Terknologi mempunyai peran penting agar peayanan publik digital dapat berjalan sebagaimana mestinya. Sekarang ini hampir semua orang bisa menjalankan atau mengoperasikan sebuah gawai, artinya kemudahan dapat dimiiki oleh setiap orang karena dapat mengakses informasi secara mudah melalui gawai yang dimiliki. Penelitian dilakukan secara deskriptif dan wawancara kepada pihak terkait untuk menemukan informasi terkait digitalisasi layanan publik. Hasil penelitian ditemukan bahwa teknologi dan informasi yang berkembang saat ini seperti artificial intelligent, mobile otonom, dan internet memberikan pengaruh yang sangat besar terhadap kehidupan manusia khususnya dalam hal cara berfikir dan cara bersikap. Layanan publik saat ini dituntut untuk bisa mengimbangi permintaan pengguna dalam hal ini warga. Semakin pahamnya pengguna terhadap teknologi berdampak pada keinginan pengguna unutuk mendapatkan layanan yang praktis, ekonomis, cepat dan tepat. Layanan pubik digital merupakan salah satu solusi untuk menjawab tantangan-tantangan tersebut.
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References
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Sawitri, N. N., & Febrian, E. (2018). Determinants of demand for Islamic banking services: A survey on moslem public servants in Indonesia. Malaysian Journal of Consumer and Family Economics, 21(Special Issue 2), 65–73.
Sawitri, N. N., Oswari, T., & Hastuti, E. (2017). Analysis of WebQual usefulness, information quality and interaction service in cultural sites online. International Journal of Economic Research, 14(6), 191–199.
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Alaeddin, O., Rana, A., Zainudin, Z., & Kamarudin, F. (2018). From physical to digital: Investigating consumer behaviour of switching to mobile wallet. Polish Journal of Management Studies, 17(2), 18–30. https://doi.org/10.17512/pjms.2018.17.2.02
Almsalam, S. (2014). The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfactio. International Journal of Business and Management Invention, 3(8), 79–84.
Aya Pastrana, N., & Sriramesh, K. (2014). Corporate Social Responsibility: Perceptions and practices among SMEs in Colombia. Public Relations Review, 40(1), 14–24. https://doi.org/10.1016/j.pubrev.2013.10.002
Aziz, M. A. A., Rahman, H. A., Alam, M. M., & Said, J. (2015). Enhancement of the Accountability of Public Sectors through Integrity System, Internal Control System and Leadership Practices: A Review Study. Procedia Economics and Finance, 28(April), 163–169. https://doi.org/10.1016/s2212-5671(15)01096-5
Beekman, G., Bulte, E., & Nillesen, E. (2014). Corruption, investments and contributions to public goods: Experimental evidence from rural Liberia. Journal of Public Economics, 115, 37–47. https://doi.org/10.1016/j.jpubeco.2014.04.004
Cabrilo, S., Nesic, L. G., & Mitrovic, S. (2014). Study on human capital gaps for effective innovation strategies in the knowledge era. Journal of Intellectual Capital, 15(3), 411–429. https://doi.org/10.1108/JIC-05-2014-0058
Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761–784. https://doi.org/10.1108/14684520910985710
Crawford, J., Butler-Hunderson, K Rudolph, J., B., M., Glowatz, M., Burton, R., & Lam, S. M. S. (2020). View of COVID-19: 20 countries’ higher education intra-period digital pedagogy responses | Journal of Applied Learning and Teaching. Journal of Applied Learning & Teachingâ€, 3(1)(1). https://journals.sfu.ca/jalt/index.php/jalt/article/view/191/163
de Pablos Heredero, C., & Berzosa, D. L. (2011). Open innovation in firms and public administrations: Technologies for value creation. In Open Innovation in Firms and Public Administrations: Technologies for Value Creation. https://doi.org/10.4018/978-1-61350-341-6
Diaz-Rainey, I., Ibikunle, G., & Mention, A. L. (2015). The technological transformation of capital markets. Technological Forecasting and Social Change, 99, 277–284. https://doi.org/10.1016/j.techfore.2015.08.006
Evan, A., Gunawan, A. A., Pardede, C. A., Wibowo, F. H., & Noviyandi, R. (2021). How celebrity endorsement influences consumer’s purchase intention of fashion products on Instagram. Indonesian Business Review, 4(1), 44-56.
Fitriasari, F. (2020). How do Small and Medium-sized Enterprises (SME) survive the COVID-19 outbreak? Jurnal Inovasi Ekonomi, 5(3), 53–62. https://doi.org/10.22219/jiko.v5i3.11838
Gures, N., Arslan, S., & Yucel Tun, S. (2014). Customer Expectation, Satisfaction and Loyalty Relationship in Turkish Airline Industry. International Journal of Marketing Studies, 6(1), 66–74. https://doi.org/10.5539/ijms.v6n1p66
Heiskala, M., Jokinen, J. P., & Tinnilä, M. (2016). Crowdsensing-based transportation services - An analysis from business model and sustainability viewpoints. Research in Transportation Business and Management, 18, 38–48. https://doi.org/10.1016/j.rtbm.2016.03.006
Helm, S., Serido, J., Ahn, S. Y., Ligon, V., & Shim, S. (2019). Materialist values, financial and pro-environmental behaviors, and well-being. Young Consumers. https://doi.org/10.1108/YC-10-2018-0867
Hikmawati, N. K., & Alamsyah, D. P. (2018). The digital company based on competitive strategy. Proceedings of the 3rd International Conference on Informatics and Computing, ICIC 2018, 2001. https://doi.org/10.1109/IAC.2018.8780516
Johannessen, J. A., & Olsen, B. (2010). The future of value creation and innovations: Aspects of a theory of value creation and innovation in a global knowledge economy. International Journal of Information Management, 30(6), 502–511. https://doi.org/10.1016/j.ijinfomgt.2010.03.007
Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers’ emotion, perceived risk and purchase intention: Based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, 7(1), 33–56. https://doi.org/10.1108/17505931311316734
Laohasirichaikul, B., & Combs, H. (n.d.). Effective customer relationship management of health care : a study of hospitals in Thailand. 1–13.
Liu, C. (2012). The myth of informatization in rural areas: The case of China’s Sichuan province. Government Information Quarterly, 29(1), 85–97. https://doi.org/10.1016/j.giq.2011.06.002
Mulyono, H., Indonesia, M., & Helmi, S. (2018). e-CRM and Loyalty : A Mediation Effect of Customer Experience and Satisfaction in Online Transportation of Indonesia e-CRM and Loyalty : A Mediation Effect of Customer Experience and Satisfaction in Online Transportation of Indonesia. September.
Nasco, S. A., & Hale, D. (2009). Information search for home, medical, and financial services by mature consumers. Journal of Services Marketing, 23(4), 226–235. https://doi.org/10.1108/08876040910965566
Nugroho, Y. (2011). Opening the black box: The adoption of innovations in the voluntary sector-The case of Indonesian civil society organisations. Research Policy, 40(5), 761–777. https://doi.org/10.1016/j.respol.2011.03.002
Onofri, L., & Nunes, P. A. L. D. (2014). De rationibus est disputandum: Psychological dimensions of choice and public policy design. Ecosystem Services, 10, 172–179. https://doi.org/10.1016/j.ecoser.2014.09.011
Opute, A. P., Irene, B. O., & Iwu, C. G. (2020). Tourism service and digital technologies: A value creation perspective. African Journal of Hospitality, Tourism and Leisure, 9(2), 1–18.
Panourgias, N. S. (2015). Capital markets integration: A sociotechnical study of the development of a cross-border securities settlement system. Technological Forecasting and Social Change, 99, 317–338. https://doi.org/10.1016/j.techfore.2015.02.014
Ramaswamy, V. (2009). Leading the transformation to co-creation of value. Strategy and Leadership, 37(2), 32–37. https://doi.org/10.1108/10878570910941208
Richardson, G., Taylor, G., & Lanis, R. (2013). The impact of board of director oversight characteristics on corporate tax aggressiveness: An empirical analysis. Journal of Accounting and Public Policy, 32(3), 68–88. https://doi.org/10.1016/j.jaccpubpol.2013.02.004
Riyanto, A., Primiana, I., Yunizar, & Azis, Y. (2018). Disruptive Technology: The Phenomenon of FinTech towards Conventional Banking in Indonesia. IOP Conference Series: Materials Science and Engineering, 407(1). https://doi.org/10.1088/1757-899X/407/1/012104
Syamil, A. (2021). The Impact of Project Performance on Customer Satisfaction. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(3), 5658-5668.
Sawitri, N. N., & Febrian, E. (2018). Determinants of demand for Islamic banking services: A survey on moslem public servants in Indonesia. Malaysian Journal of Consumer and Family Economics, 21(Special Issue 2), 65–73.
Sawitri, N. N., Oswari, T., & Hastuti, E. (2017). Analysis of WebQual usefulness, information quality and interaction service in cultural sites online. International Journal of Economic Research, 14(6), 191–199.
Soelasih, Y. (2015). Is physical evidence still valid? A study of low cost carriers in Indonesia. Gadjah Mada International Journal of Business, 17(3), 203–218. https://doi.org/10.22146/gamaijb.8499
Suma Vally, K., & Hema Divya, K. (2018). A study on digital payments and demonetization in India: Prospects and challenges. Journal of Advanced Research in Dynamical and Control Systems, 10(8 Special Issue), 384–390.
Utami, S. (2015). The Influence of Customer Trust on Customer Loyalty. International Journal of Economics, Commerce and Management, III(7), 638–653.
Vogt, N., Reeson, A. F., & Bizer, K. (2013). Communication, competition and social gift exchange in an auction for public good provision. Ecological Economics, 93, 11–19. https://doi.org/10.1016/j.ecolecon.2013.04.017
Wise, S., Paton, R. A., & Gegenhuber, T. (2012). Value co-creation through collective intelligence in the public sector: A review of US and European initiatives. Vine, 42(2), 251–276. https://doi.org/10.1108/03055721211227273
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2021-02-15
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