Analisis Pelaksanaan Pelayanan Publik Berbasis Android Melalui Aplikasi Masaran Komplit

Siti Nur Azizah, Eta Yuni Lestari, Martien Herna Susanti, Iwan Hardi Saputro

Abstract


The essence of the quality of public services is the satisfaction of the community. Since the Covid-19 storm appeared in Indonesia in 2020, various sectors of state life have been paralyzed, including the public service sector. All service activities are hampered by health protocols and government policies that require service officers to work online (work from home) which has an impact on decreasing service quality while the demands of community needs are increasing. To improve the quality of public services, Masaran Village carried out digital reforms with the innovation of making an Android-based public service application called the Masaran Komplit application (Maskom). This study aims to determine the quality of public services in Masaran Village after the launch of the Maskom application through the concept of service quality dimensions by Zeithaml, et al. This study used qualitative methods and data collection techniques were carried out by interview, observation, and documentation. The results of the study indicate that the implementation of public services through the Maskom application has experienced a positive increase in various aspects. The Maskom application is a promising solution for Masaran Village in dealing with the Covid-19 pandemic and digitalization


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DOI: http://dx.doi.org/10.26418/jppkn.v3i2.57013

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