Public Perception of Population Service Mobile Services in Increasing the Effectiveness of Public Services
Journal Title: Peninsulares International Journal of Innovations and Sustainability - Year 2024, Vol 2, Issue 2
Abstract
This study aims to evaluate the extent to which this service is accepted and understood by the community, and to identify factors that influence public satisfaction and trust in the public services provided. The method used is descriptive qualitative with data collection techniques through in-depth interviews, focus group discussions (FGD), and participant observation. Researchers explored the experiences, views, and expectations of the community in more depth regarding the mobile services of the Population Service. The results of the study showed that most people felt helped by this service, especially in terms of ease of access and reducing the time required to obtain population administration services. However, several respondents also expressed concerns regarding the quality of service, such as limited information provided and lack of clarity regarding the procedures to be followed. This study found that the effectiveness of mobile services was influenced by factors such as good communication between officers and the community, adequate training for officers, and supporting infrastructure. In addition, the community expected improvements in terms of transparency and responsiveness of the Population Service so that public services could be more optimal and in accordance with their needs. These findings provide a clear picture of the aspects that need to be improved to increase public satisfaction with the public services provided.
Authors and Affiliations
Adriansyah Abas, Azis Rachman, Arifin Tahir , Sudarsono
Keywords
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