KUALITAS PELAYANAN PUBLIK DI ERA DIGITALISASI KANTOR KECAMATAN GENTENG KOTA SURABAYA

Abstract

The digital era has transformed public service delivery in Indonesia, particularly at the sub-district level, where citizens demand efficient, transparent, and equitable services. This study examines the quality of public services at the Genteng Sub-District Office, Surabaya, within the context of digitalization. Using Khan’s (2021) four dimensions of service quality—transparency, accountability, participation, and equality of rights—the research employs a qualitative descriptive approach. Data were collected through interviews with officials, staff, and service users, observations of digital service processes, and analysis of relevant documents. Findings indicate that digital platforms enhance transparency by enabling citizens to access real-time information and track service progress. Accountability has improved with clearer performance indicators and complaint-handling mechanisms, although technical constraints sometimes reduce responsiveness. Citizen participation is increasingly facilitated through online feedback forms and integrated platforms, but inclusivity remains an issue for digitally marginalized groups. Equality of rights has been supported by standardization of service procedures, yet the digital divide limits access for certain demographics. The study concludes that while digitalization has significantly improved service quality at Genteng Sub-District Office, sustained investments in infrastructure, digital literacy, and inclusive policies are essential. This research contributes to the literature on digital governance and provides practical implications for improving e-government services at the local level.