Quality of correspondence administration services using electronic signatures at the regional secretariat of gianyar regency
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Published:
May 31, 2024
Keywords:
Effectiveness, Efficiency, Electronic Signatures, Gianyar District Secretariat, Public Services
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Informtion System
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Abstract
Administrative correspondence services at the Gianyar District Secretariat play a vital role in supporting the efficiency and effectiveness of public services. The use of electronic signatures is an innovation aimed at enhancing the quality of these services. However, further research is needed to evaluate the extent to which the implementation of electronic signatures has had a positive impact. This study aims to describe the quality of administrative correspondence services using electronic signatures at the Gianyar District Secretariat and to evaluate its influence on service efficiency and effectiveness. This research employs a qualitative approach with a case study design. Primary data were obtained through interviews and observations with officials and staff at the District Secretariat. Secondary data were collected from documentation of relevant regulations. The results indicate that the implementation of electronic signatures has improved the efficiency of administrative correspondence processes at the Gianyar District Secretariat. 85% of respondents expressed satisfaction with the services provided. Therefore, the use of electronic signatures can enhance the quality of administrative correspondence services at the Gianyar District Secretariat. Recommendations to further optimize the use of technology in public services are also suggested
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How to Cite
Karyawati, N. P. ., Rulinawaty, R. and Sugiono, A. . (2024) “Quality of correspondence administration services using electronic signatures at the regional secretariat of gianyar regency”, Jurnal Mantik, 8(1), pp. 390-403. doi: 10.35335/mantik.v8i1.5096.
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Sugiarto, S., & Octaviana, V. (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93–106.
Suryani, L., Kurhayadi, K., & Susniwati, S. (2023). Evaluating Service Quality and Motivation in Affecting Employee Performance in Public Sector. Jurnal Ilmu Manajemen Advantage, 7(2), 159–172.
Trushkina, N., Abazov, R., Rynkevych, N., & Bakhautdinova, G. (2020). Digital transformation of organizational culture under conditions of the information economy. Virtual Economics, 3(1), 7–38.
Veronice, V., Azel, F., & Warman, B. (2022). Analysis of Agricultural Explanation Centers in the Implementation of the Agricultural Development Strategy Command Program (Konstratani). International Journal of Multicultural and Multireligious Understanding, 9(12), 79–83.
Yeong, S. N., Knox, D., & Prabhakar, G. (2022). Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality. International Journal of Services and Operations Management, 41(4), 444–462.
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13, 1–9. https://doi.org/10.3389/fpsyg.2022.842141
Ali, B. J., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., Abdalla Hamza, P., Mahmood Aziz, H., Sabir, B. Y., Sorguli, S., & Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28.
Annarelli, A., Battistella, C., & Nonino, F. (2020). A framework to evaluate the effects of organizational resilience on service quality. Sustainability (Switzerland), 12(3), 1–15. https://doi.org/10.3390/su12030958
Armawadin, A., Hidayati, F., & Noor, I. (2023). Check for updates Can Stakeholder Collaboration Model Being Used for Controlling the Land Use Change of Rice Fields in Bone Regency, South Sulawesi. Proceedings of the International Conference of Public Administration and Governance (ICoPAG 2022), 761.
Astuti, R. S., Priyadi, B. P., & Hidayat, Z. (2020). The Role of Stakeholders in the Handling of the Exposure Flood Disaster of Lake Tempe in South Sulawesi. ICISPE 2019: Proceedings of the 4th International Conference on Indonesian Social and Political Enquiries, ICISPE 2019, 21-22 October 2019, Semarang, Central Java, Indonesia, 376.
Bungatang, B., & Reynel, R. (2021). The effect of service quality elements on customer satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 107–118.
Dušek, J. (2023). Data Boxes as a Part of the Strategic Concept of Computerization of Public Administration in the Czech Republic. Administrative Sciences, 13(6), 1–18. https://doi.org/10.3390/admsci13060154
Felix, A., & Rembulan, G. D. (2023). Analysis of Key Factors for Improved Customer Experience, Engagement, and Loyalty in the E-Commerce Industry in Indonesia. Aptisi Transactions on Technopreneurship (ATT), 5(2sp), 196–208.
Ferdinandus, S. (2020). Effect of discipline on employee performance through total quality management as mediation variables. Management Science Letters, 10(12), 2905–2912.
Gibbs, T., & Kharouf, H. (2022). The value of co-operation: an examination of the work relationships of university professional services staff and consequences for service quality. Studies in Higher Education, 47(1), 38–52.
Jáñez-Martino, F., Alaiz-Rodríguez, R., González-Castro, V., Fidalgo, E., & Alegre, E. (2023). A review of spam email detection: analysis of spammer strategies and the dataset shift problem. Artificial Intelligence Review, 56(2), 1145–1173.
Listiani, T., & Pratama, R. (2021). Outpatient Service Implementation Model at Bandung City Mother Baby Hospital. 2nd International Conference on Administration Science 2020 (ICAS 2020), 9–14.
Muangmee, C. (2020). Relationship marketing and perception service quality model of business operator of homestays in Samut Sakhon Province of Thailand. Revista Argentina de Clínica Psicológica, 29(5), 966–976.
Munarko, A. (2022). Determinants of service quality: Efficiency and workspace. AKADEMIK: Jurnal Mahasiswa Humanis, 2(3), 136–144.
My, J., Rochmawati, I., & Juliana, A. (2024). Implementation of Coordination in the Organization of One-Stop Integrated Services at the Office/Ministry/Religious Affairs/District/Sintang. Riwayat: Educational Journal of History and Humanities, 7(1), 262–279.
Nasution, A. F., Sihombing, M., & Ridho, H. (2024). The Impact of Bureaucratic Reform Policy on Public Services at the Population and Civil Registration Service of North Padang Lawas Regency. PERSPEKTIF, 13(1), 231–243.
Nurjulizar, M. (2024). Quality Of E-Ktp Services In The Office Bintaro District District Administrative City Reservation South Jakarta Dki Jakarta Province. Journal of Public Administration Science: Policy Dynamics Public Services and Bureaucracy Transformation, 1(1), 7–11.
Ontanu, E. A. (2023). The digitalisation of European union procedures: A new impetus following a time of prolonged crisis. Law, Technology and Humans, 5(1), 93–110.
Pamungkas, L. D., Kismartini, K., & Astuti, R. S. (2020). The Analysis of Organizational Capacity Factors in Government Division of Regional Secretariat as A Determinant of Government Performance at Batang Regency. Iapa Proceedings Conference, 80–100.
Patel, C., Rendell, N., Sargent, G. M., Ali, A., Morgan, C., Fields, R., & Sheel, M. (2023). Measuring National Immunization System Performance: A Systematic Assessment of Available Resources. Global Health: Science and Practice, 11(3).
Purwanto, A. J., Rulinawaty, R., Suparti, S., & Launggu, K. (2022). Online Information Service Model at the Distance Learning Program Unit of Open University. AL-ISHLAH: Jurnal Pendidikan, 14(4), 6059–6070. https://doi.org/10.35445/alishlah.v14i4.2242
Putri, N. A., Aristio, A. P., & Junaedi, L. (2022). Cross-Organizational Performance of E-Government at Surabaya City in Indonesia. IADIS International Journal on WWW/Internet, 20(1).
Rafiqoh, P. A. H. (2021). Public services in a complete systematic land registration program (Study at Sungai Ulin Sub-District office, Banjarbaru City). IOP Conference Series: Earth and Environmental Science, 758(1), 12010.
Rulinawaty, Aripin, S., & Samboteng, L. (2020). Talent Development & Excellence Leading Agile Organization Can Indonesian Bureaucracy Become Agile? Leading Agile Organization Can Indonesian Bureaucracy Become Agile? Talent Development & Excellence, 12(3s), 330–338. http://www.iratde.com
Rulinawaty, R., Risnashari, R., & Lince, R. (2021). “Orang Kampung”, Pemasaran Digital, dan Kebijakan Publik: sebuah Tinjauan dan Agenda Penelitian. Studi Kasus: Pemasaran Tradisional Songko Recca. SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan, 5(1), 575–585.
Sibai, M. T., Bay Jr, B., & Dela Rosa, R. (2021). Service Quality and Student Satisfaction Using ServQual Model: A Study of a Private Medical College in Saudi Arabia. International Education Studies, 14(6), 51–58.
Sugiarto, S., & Octaviana, V. (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93–106.
Suryani, L., Kurhayadi, K., & Susniwati, S. (2023). Evaluating Service Quality and Motivation in Affecting Employee Performance in Public Sector. Jurnal Ilmu Manajemen Advantage, 7(2), 159–172.
Trushkina, N., Abazov, R., Rynkevych, N., & Bakhautdinova, G. (2020). Digital transformation of organizational culture under conditions of the information economy. Virtual Economics, 3(1), 7–38.
Veronice, V., Azel, F., & Warman, B. (2022). Analysis of Agricultural Explanation Centers in the Implementation of the Agricultural Development Strategy Command Program (Konstratani). International Journal of Multicultural and Multireligious Understanding, 9(12), 79–83.
Yeong, S. N., Knox, D., & Prabhakar, G. (2022). Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality. International Journal of Services and Operations Management, 41(4), 444–462.
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13, 1–9. https://doi.org/10.3389/fpsyg.2022.842141
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