TANTANGAN DAN STRATEGI DIGITALISASI PELAYANAN PUBLIK DI DAERAH PERDESAAN
Keywords:
Public Service, Digitalization, Service Quality, Sub-District, RuralAbstract
This study aims to examine the quality of public services at the Basse Sangtempe Utara Sub-district Office in the context of digitalization and to identify the factors influencing the success and obstacles of digital service implementation. The research employed a descriptive qualitative approach through in-depth interviews, observations, documentation, and surveys involving sub-district staff and community service users. The findings indicate that digitalization efforts have begun through the use of the e-Surat application, digital archiving systems, and online communication between village offices. However, several challenges hinder the optimal implementation of digital services, such as limited internet connectivity, low staff competence in technology use, and inadequate digital literacy among the population. The quality of digital public services does not fully meet the five SERVQUAL dimensions, with notable weaknesses in reliability and responsiveness. These findings highlight the need for sufficient infrastructure, human resource training, and widespread community outreach in rural digital transformation. The novelty of this study lies in its focus on the implementation of digital services at the sub-district level in geographically and resource-constrained areas. The results provide strategic recommendations for local governments in developing adaptive and inclusive digital public service policies.
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