Effectiveness of the E-Sambat Application in Improving the Quality of Public Services and Community Complaints Handling
Efektivitas Aplikasi E-Sambat dalam Meningkatkan Kualitas Pelayanan dan Pengaduan Masyarakat
DOI:
https://doi.org/10.21070/ups.10946Keywords:
Effectiveness, Application Service, digital public serviceAbstract
This research focuses on evaluating how effective the E-Sambat application is in enhancing the quality of public complaint services in Pasuruan City. The study utilized a qualitative approach with a descriptive framework, incorporating observation, interviews, and documentation. The theoretical framework for the analysis was based on Gibson and Steers’ organizational effectiveness theory, which includes indicators such as productivity, efficiency, satisfaction, adaptation, and development. The results indicate that the productivity measure improved due to an increase in public complaints and more straightforward access for digital reporting. Regarding efficiency, the app expedited the process of complaint distribution; however, challenges with coordination among agencies and limited staffing hampered follow-up actions. The satisfaction measure indicated that users appreciated the service's convenience, though there was a lack of transparency about the progress of their complaints. For adaptation, while the application has made strides towards digital public services, it remains inaccessible to certain segments of
Downloads
References
T. V. Erdina and D. Hariani, “Analisis Efektivitas Organisasi Dalam Program Pelayanan Administrasi Terpadu,” Journal of Public Policy and Management Review, vol. 6, no. 3, 2017, [Online]. Available: http://www.fisip.undip.ac.id
“Republik Indonesia UU Nomor 25 Tahun 2009,” pp. 1–77, 2009, Accessed: Jul. 30, 2024. [Online]. Available: https://peraturan.bpk.go.id/Home/Details/38748/uu-no-25-tahun-2009
T. Wahyuni and T. N. Aziza, “Upaya Penguatan Badan Penelitian dan Pengembangan Kota Samarinda Pasca Penerapan Peraturan Pemerintah Nomor 38 Tahun 2017 Tentang Inovasi Daerah,” Jurnal Borneo Administrator, vol. 13, no. 3, pp. 239–260, 2018, doi: 10.24258/jba.v13i3.300.
Rio Andika Setiawan, Wydha Mustika Maharani, and Muhammad Nasyirudin, “Kualitas Pelayanan Publik Bidang Administrasi Dalam Perspektif Good Governance,” Birokrasi: Jurnal Ilmu Hukum dan Tata Negara, vol. 1, no. 3, pp. 141–151, 2023, doi: 10.55606/birokrasi.v1i3.578.
R. Fauziya and M. Said, “Efektivitas Penggunaan Aplikasi E-Sambat Dalam Meningkatkan Kualitas Pelayanan Pengaduan Masyarakat (Studi Pada Dinas Komunikasi, Informatika Dan Statistik Kota Pasuruan),” Jurnal Cahaya Mandalika, vol. 3, no. 21, pp. 801–810, 2021, [Online]. Available: http://repository.unisma.ac.id/handle/123456789/7471%0Ahttps://repository.unisma.ac.id/bitstream/handle/123456789/7471/S1_Fia_21901091158_Roudhotul Fauziya.pdf?sequence=1
U. A. Afrilia, A. P. M. H. Asy’Ary, U. Muhdiarta, Y. Mayasari, and M. Anangkota, “Transforming Public Services: the Role of Digital Innovation in Indonesian Municipal Governance,” Visioner : Jurnal Pemerintahan Daerah di Indonesia, vol. 16, no. 1, pp. 60–70, 2024, doi: 10.54783/jv.v16i1.1043.
R. S. Kartika and A. Sectio, “Penataan Data Inovasi Daerah di Provinsi Jawa Timur dan Daerah Istimewa Yogyakarta,” Matra Pembaruan, vol. 2, no. 2, pp. 71–83, 2018, doi: 10.21787/mp.2.2.2018.71-83.
R. Fauziya, “Efektivitas Penggunaan Aplikasi E-Sambat Dalam Meningkatkan Kualitas Pelayanan Pengaduan Masyarakat,” 2023. [Online]. Available: http://publications.lib.chalmers.se/records/fulltext/245180/245180.pdf%0Ahttps://hdl.handle.net/20.500.12380/245180%0Ahttp://dx.doi.org/10.1016/j.jsames.2011.03.003%0Ahttps://doi.org/10.1016/j.gr.2017.08.001%0Ahttp://dx.doi.org/10.1016/j.precamres.2014.12
Rio Andika Setiawan, Wydha Mustika Maharani, and Muhammad Nasyirudin, “Kualitas Pelayanan Publik Bidang Administrasi Dalam Perspektif Good Governance,” Birokrasi: Jurnal Ilmu Hukum dan Tata Negara, vol. 1, no. 3, pp. 141–151, 2023, doi: 10.55606/birokrasi.v1i3.578.
T. Wahyuni and T. N. Aziza, “Upaya Penguatan Badan Penelitian dan Pengembangan Kota Samarinda Pasca Penerapan Peraturan Pemerintah Nomor 38 Tahun 2017 Tentang Inovasi Daerah,” Jurnal Borneo Administrator, vol. 13, no. 3, pp. 239–260, 2018, doi: 10.24258/jba.v13i3.300.
F. Eka, N. Rahmad, and A. Sunarya, “Evaluasi Penggunaan Aplikasi E-Sambat di Kota Pasuruan,” SMIA – Edisi Khusus Pelayanan Publik, no. 2, pp. 725–732, 2023.
I. I. J. Rifka Alkhilyatul Ma’rifat, I Made Suraharta, “Efektivitas Pelayanan Publik Smart Digital Layanan Meteor Di Kota Probolinggo,” Jurnal Inovasi Sektor Publik, vol. 5, no. 2, pp. 306–312, 2025.
K. Khoirunnisa and D. Jubaidi, “Transformasi Pelayanan Publik: Evaluasi Terhadap Implementasi Undang-Undang Pelayanan Publik No. 25/2009 Di Indonesia,” The Indonesian Journal of Public Administration (IJPA), vol. 10, no. 1, pp. 1–20, 2025, doi: 10.52447/ijpa.v10i1.7233.
A. F. Yamin, A. Rachmawati, R. A. Pratama, and J. K. Wijaya, “Perlindungan Data Pribadi Dalam Era Digital: Tantangan dan Solusi,” Meraja Journal, vol. 5, no. 3, pp. 115–137, 2022.
R. I. Sari and E. Rustianingsih, “The Effectivenes of the Kios E-Pak Ladi as in Population Administration Services in Gunung Gangsir Village, Pasuruan District [Efektivitas Kios E-Pak Ladi Sebagai Pelayanan Administrasi Kependudukan di Desa Gunung Gangsir Kabupaten Pasuruan].”
S. W. Purwanza et al., Metodologi Penelitian Kuantitatif, Kualitatif, dan Kombinasi, no. March. 2022.
J. W. Creswell, Qualitative Inquiry & Research Design, 2nd ed. London: SagePublication, Inc., 2007.
K. P. Widiatmika, Metode Penelitian Kualitatif, vol. 16, no. 2. 2019. [Online]. Available: https://lib.unnes.ac.id/40372/1/Metode Penelitian Kualitatif.pdf
A. P. Bella Tri Meitasari, Mohammad Khusnu Milad, “Penilaian Kualitas Layanan Aplikasi E-Sambat Pasuruan Dengan Pendekatan Dimensi E-Govqual,” JITMI, vol. 8, no. 1, 2025.
R. Fauziya and M. Mas, “Efektivitas Penggunaan Aplikasi E-Sambat Dalam Meningkatkan ( Studi Pada Dinas Komunikasi , Informatika dan Statistik Kota Pasuruan ),” Jurnal Cahaya Mandalika, vol. 3, no. 21, pp. 801–809, 2023, [Online]. Available: http://repository.unisma.ac.id/handle/123456789/7471%0Ahttps://repository.unisma.ac.id/bitstream/handle/123456789/7471/S1_FIA_21901091158_Roudhotul Fauziya.pdf?sequence=1
D. B. Camico, “Komunikasi Elektronik Pemerintahan,” Jurnal Sosial Humaniora, vol. 4, no. 2, pp. 186–194, 2024, [Online]. Available: http://iptek.its.ac.id/index.php/jsh/article/view/633/355
Downloads
Additional Files
Posted
Categories
License
Copyright (c) 2026 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
