Improving The Quality Of Public Services Through E-Government Implementation: A Case Study Of The Public Complaint Services Section Of The Civil Servants Police Unit (Satpol PP) Of Bandung City

Ginanjar Wira Saputra (1) , Pandji Santosa (2)
(1) Universitas Langlangbuana,
(2) Universitas Langlangbuana
https://doi.org/10.53675/icosei.v1i1.1479
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Issue
Vol. 1 No. 1 (2025)
Submitted
2025-08-15
Published
2025-10-07
PDF Abstrak

Abstract

This study aims to analyze the influence of e-Government on public services in the Public Complaints Service Section at the Bandung City Public Order Agency (Satpol PP). E-Government is measured through the dimensions of Accessibility, Availability, Security and Accountability, Integration, and Sustainability. Public services are measured using the dimensions of Self-Esteem, Meeting Expectations, Improvement, Foresight, Improvement/Repair, Attention, and Empowerment. A quantitative survey method with random sampling was used, involving 61 respondents from the public who complained through the media. Data were collected through observation and questionnaires, then analyzed using simple linear regression with SPSS. The results show that e-Government and public services are perceived well by the public, especially in terms of ease of access to information and maintaining quality. The regression analysis concludes that e-Government has a significant positive influence on public services, meaning that improving the quality of e-Government will improve public services. It is recommended to reconsider the measurement of the concept and the use of a longitudinal approach in the future.

Authors

Ginanjar Wira Saputra
Universitas Langlangbuana image/svg+xml
https://orcid.org/0000-0002-0681-4895 (unauthenticated)
Pandji Santosa
Universitas Langlangbuana image/svg+xml

How to Cite

Improving The Quality Of Public Services Through E-Government Implementation: A Case Study Of The Public Complaint Services Section Of The Civil Servants Police Unit (Satpol PP) Of Bandung City. (2025). Proceeding International Conference On Sustainable Environment And Innovation (ICOSEI), 1(1). https://doi.org/10.53675/icosei.v1i1.1479

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