Reformulasi Kualitas Pelayanan Publik Lokal melalui Transformasi Digital

Muhamad Adi Nias Putra; Ibnu Hajar; Abdul Hakim

doi:10.31004/riggs.v4i3.3070

Authors

Muhamad Adi Nias Putra Sekolah Tinggi Ilmu Ekonomi Enam Enam Kendari
Ibnu Hajar Sekolah Tinggi Ilmu Ekonomi Enam Enam Kendari
Abdul Hakim Sekolah Tinggi Ilmu Ekonomi Enam Enam Kendari

DOI:

https://doi.org/10.31004/riggs.v4i3.3070

Keywords:

Kualitas Pelayanan Publik, Tata Kelola Lokal, Transformasi Digital, Budaya Organisasi, Kompetensi Birokrasi

Abstract

Penelitian ini mengeksplorasi dinamika peningkatan kualitas pelayanan publik di tingkat kelurahan melalui analisis interaksi antara kompetensi birokrasi, budaya kerja, sistem administrasi, dan adaptasi digital. Pendekatan yang digunakan adalah studi kasus kualitatif yang dilaksanakan di Kelurahan Bende, Kota Kendari, Indonesia, dengan melibatkan wawancara mendalam kepada informan kunci, observasi lapangan, dan analisis dokumen. Data dianalisis menggunakan teknik analisis tematik dengan bantuan perangkat lunak NVivo 12 Plus untuk mengidentifikasi pola berulang dalam perilaku organisasi dan praktik pelayanan publik. Hasil penelitian mengungkap empat tema dominan: (1) keterbatasan kapasitas teknis dan motivasi aparatur, (2) pergeseran budaya kerja dari birokrasi berorientasi aturan menuju birokrasi berorientasi pelayanan, (3) sistem administrasi yang masih manual dan terfragmentasi, serta (4) adopsi awal teknologi digital melalui pemanfaatan aplikasi pesan dan media sosial. Temuan tersebut menunjukkan bahwa peningkatan kualitas pelayanan tidak hanya bergantung pada reformasi prosedural, tetapi juga pada kemampuan aparatur untuk mengintegrasikan empati, akuntabilitas, dan inovasi dalam praktik kerja sehari-hari. Penelitian ini berkontribusi terhadap pengembangan teori micro-level public service performance melalui integrasi konsep Total Quality Management (TQM), SERVQUAL, dan Public Service Motivation (PSM) dalam konteks pemerintahan lokal di negara berkembang. Secara praktis, hasil penelitian menawarkan model penguatan local service excellence melalui pengembangan kompetensi aparatur, transformasi digital, dan peningkatan partisipasi masyarakat.

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