DETERMINAN KEPUASAN MASYARAKAT PADA PELAYANAN PERPANJANGAN SIM C DI POLRESTABES MAKASSAR
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Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, prosedur dan efisiensi pelayanan, serta dukungan layanan digital terhadap kepuasan masyarakat dalam pelayanan perpanjangan SIM C di Polrestabes Makassar. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 100 responden yang telah melakukan perpanjangan SIM C dalam dua tahun terakhir. Analisis data dilakukan menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS) dengan bantuan SmartPLS 3. Hasil penelitian menunjukkan bahwa seluruh variabel independen berpengaruh positif dan signifikan terhadap kepuasan masyarakat, dengan dukungan layanan digital sebagai faktor yang paling dominan. Temuan ini menegaskan pentingnya integrasi kualitas pelayanan dan transformasi digital dalam meningkatkan kepuasan masyarakat terhadap pelayanan publik.
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[1]
A. Alfian, A. M.Rusli, and A. L. Irwan, “DETERMINAN KEPUASAN MASYARAKAT PADA PELAYANAN PERPANJANGAN SIM C DI POLRESTABES MAKASSAR”, JURNAL EDUCATION AND DEVELOPMENT, vol. 14, no. 2, pp. 879-884, May 2026.
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References
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Ana, M., Popescu, M., Barbu, A., Moiceanu, G., Militaru, G., & Simion, P. C. (2024). administrative sciences Citizens ’ Perception of Digital Public Services : A Case Study among Romanian Citizens.
Asimakopoulos, G., Antonopoulou, H., Giotopoulos, K., & Halkiopoulos, C. (2025). Impact of Information and Communication Technologies on Democratic Processes and Citizen Participation. 1–41.
Djatmiko, G. H., Sinaga, O., & Pawirosumarto, S. (2025). Digital Transformation and Social Inclusion in Public Services : A Qualitative Analysis of E-Government Adoption for Marginalized Communities in Sustainable Governance. 10, 1–28.
Finarsih, J. A. (2022). Survey Kepuasan Masyarakat pada Pelayanan Perpanjangan Sim C selama Pandemi Covid-19 di Kantor Satuan Lalu Lintas Polres Barito Timur. Jurnal Mahasiswa Administrasi Publik Dan Administrasi Bisnis, 5, 426–438.
Garlatti, A., Iacuzzi, S., Pauluzzo, R., & Pericolo, E. (2025). Assessing the effect of digitalisation on a public “self-servicing” service. Journal of Public Budgeting, Accounting & Financial Management. https://doi.org/10.1108/JPBAFM-09-2024-0186
Gracia, D. B., & Casaló Ariño, L. V. (2015). Rebuilding public trust in government administrations through e-government actions. Revista Española de Investigación de Marketing ESIC, 19(1), 1–11. https://doi.org/https://doi.org/10.1016/j.reimke.2014.07.001
Harun Alrasyid, R. (2025). BUDAYA DAN DIGITALISASI: IMM Sulawesi Selatan dalam Gerakan Islam Berkemajuan. Al Mannaf Madia Pustaka.
Kirjavainen, H., & Jalonen, H. (2025). Navigating digital encounters: insights from frontline professionals on public service delivery. International Journal of Public Sector Management.
Kuppelwieser, V. G., & Klaus, P. “Phil.” (2024). Future research directions: Enhancing the citizenship experience. Journal of Retailing and Consumer Services, 81, 103973. https://doi.org/https://doi.org/10.1016/j.jretconser.2024.103973
Long, Y., Yang, K., Huang, R., Yuan, G., & Xia, Y. (2026). Enhancing citizen satisfaction with mobile government services in China: The mediating role of trust in service quality and perceived value. Telematics and Informatics, 104, 102355. https://doi.org/https://doi.org/10.1016/j.tele.2025.102355
Mo, H., & Beh, L. (2025). From Expectation and Participation to Satisfaction : The Moderating Role of Perceived Government Responsiveness in Digital Government. 1–21.
Oztaskin, H. S., Iyit, N., & Alkan, O. (2024). Citizen attitudes towards e-government services during the COVID-19 pandemic: A case in Türkiye. Heliyon, 10(15). https://doi.org/10.1016/j.heliyon.2024.e35041
Psomas, E., Bouranta, N., Koemtzi, M., & Keramida, E. (2020). Determining the impact of service quality on citizens’ satisfaction and the role of citizens’ demographics. The case of the Greek citizen’s service centers. The TQM Journal, 36(7), 1917–1935. https://doi.org/10.1108/TQM-12-2019-0274
Qin, Z., Liu, B., Cao, Y., Xu, C., & Zhang, J. (2025). systematic literature review. 2003.
Rigou, M. (2025). From E-Government to AI E-Government : A Systematic Review of Citizen Attitudes.
Romero-subia, J. F., Rio, J. A. J., & Vergara-romero, A. (2022). Analysis of Citizen Satisfaction in Municipal Services.
Tejedo-Romero, F., Araujo, J. F. F. E., Tejada, Á., & Ramírez, Y. (2022). E-government mechanisms to enhance the participation of citizens and society: Exploratory analysis through the dimension of municipalities. Technology in Society, 70, 101978. https://doi.org/https://doi.org/10.1016/j.techsoc.2022.101978
Tranoudi, V., & Pazarskis, M. (2024). Organizational Reputation and Citizen Satisfaction in the Public Sector : Evidence from Greece †. 1–12.
Uyen Nguyen, T. T., Van Nguyen, P., Truong, G. Q., Ngoc Huynh, H. T., & Hoang Le, T. P. M. (2024). Investigating the impact of citizen relationship quality and the moderating effects of citizen involvement on E-government adoption. Journal of Open Innovation: Technology, Market, and Complexity, 10(3), 100372. https://doi.org/https://doi.org/10.1016/j.joitmc.2024.100372
Veloso, C. M., Calado, S., Miranda, E. V., & Sousa, B. M. (2025). Citizens’ satisfaction and loyalty in digital public services: an empirical study on the Portuguese tax authority’s online platforms. Transforming Government: People, Process and Policy, 19(4), 681–699. https://doi.org/10.1108/TG-05-2025-0117
Waheduzzaman, W., Khandaker, S., Busulwa, R., & Pathiranage, N. W. (2025). Exploring citizen satisfaction: balancing revenue generation and community engagement in municipal services. Transforming Government: People, Process and Policy, 19(3), 500–517. https://doi.org/10.1108/TG-02-2025-0037
Wang, X., Wen, J., He, J., Wang, M., Liu, K., Dai, J., Zhang, D., Zhou, D., & Qi, Y. (2025). Coupling Analysis of “ Demand – Satisfaction ” for Rural Public Service Facilities Based on the Kano Model with Importance – Performance Analysis : A Case Study of Gaoqing County , Zibo City.
Zhou, Z., Duan, X., & Tan, Y. (2025). Resident Satisfaction-Based Evaluation Framework and Policy Optimization for Small-Town Infrastructure : Evidence from.