The Digitalization of Public Service Assurance

Heru Rochmansjah, Karno Karno


Digitalization of public service assurance is a factor that determines the quality of public service to meet the expectations and desires of the citizens. Public service assurance needs to be supported by digital-based information systems. This research applies a mixed-method approach, started by a quantitative approach and continues with a qualitative approach. This study has 273 respondents and 17 informants. The quantitative research data analysis uses SEM analysis, qualitative data analysis uses QDA analysis, and score distribution analysis uses SPSS. The result of this research is the conceptualization of information systems including dimensions of human resources, information technology, and information relations. The concept of causality relationship between information systems and the quality of health services indicated by the loading factor value of 0.51, which can be stated that the relationship is significant and produces a new concept of digital-based Public Service assurance. This research concludes there is a positive and significant influence between information systems and the quality of public services. Furthermore, the new concept can be synthesized into a study of public services in scientific work.


Information System, Service Assurance, Digitalization of Service

Full Text:



Aagja, J. P., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing.

Ahmadi, Dadi, Rachmiatie, A., & Nursyawal. (2019). Public participation model for public information disclosure. Jurnal Komunikasi: Malaysian Journal of Communication, 35(4), 305–321.

Agamba, J., & Keengwe, J. (2012). Pre-Service Teachers’ Perceptions of Information Assurance and Cyber Security. International Journal of Information and Communication Technology Education, 8(2), 94–101.

Ayanso, A., Cho, D. I., & Lertwachara, K. (2010). The digital divide: Global and regional ICT leaders and followers. Information Technology for Development, 16(4), 304–319.

Basudewa, M. I., Bagaskara, Z. H., Damita, S. S. A., Putra, R. F., & Ahmadi, D. (2020). Bit Error Rate performance analysis for Free Space Optic communication. IOP Conference Series: Materials Science and Engineering, 850(1).

Bodnar, H. G. dan W. S. H. (2000). Sistem Informasi Akuntansi (P. A. A. J. dan R. M. Tambunan (ed.)). Salemba Empat.

Cheng, Y. C. (2003). Quality Assurance In Education: Internal, Interface, And Future. Quality Assurance in Education, 11(4), 202–213.

Edberg, M. (2007). Buku Ajar Kesehatan Masyarakat : teori sosial dan perilaku (Essential of Health Behavior : Social and Behavioral Theory in Public Health.

Elizabeth, V., & Helen, W.-B. (2006). Quality Assurance in Education Article information : Quality Assurance in Education, 14(3), 251–267.

Gray, J., & Rumpe, B. (2015). Models for digitalization. Software and Systems Modeling, 14(4), 1319–1320.

Grossman, G., Platas, M. R., & Rodden, J. (2018). Crowdsourcing accountability: ICT for service delivery. World Development, 112, 74–87.

ICT. (2015). ICT Facts & Figures. The world in 2015. Telecommunication Development Bureau, 6.

Indrajit, R. E. (2004). Kajian Strategis Cost Benefit Teknologi Informasi. Andy offset.

Jogiyanto, H. (1995). Analisis dan desain. Andi offset.

Johnson, R. B., & Onwuegbuzie, A. J. (2004). Mixed Methods Research: A Research Paradigm Whose Time Has Come. Educational Researcher, 33(7), 14–26.

Kang, G. Du, & James, J. (2004). Service quality dimensions: An examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266–277.

Karno. (2014). Analisis Pengaruh Organisasi dan Individu Terhadap Kualitas Pelayanan Puskesmas. Universitas Indonesia.

Karno, Adi, I. R., & Laksmono, B. S. (2018).Analisis Pengaruh Faktor Organisasi Dan Faktor Individu Terhadap Kualitas Pelayanan Puskesmas Studi Pada Puskesmas Kecamatan Kedawung Ka. K., Adi, I. R., &Amp; Laksmono, B. S. (2018). Analisis Pengaruh Faktor Organisasi Dan Faktor Individu Terhadap Kualit.

Jurnal Ilmu Kesejahteraan Sosial, 18(1).

Kim, Y.-K., & Oh, H.-J. (2012). Causality Analysis on Health Care Evaluation Criteria for State-Operated Mental Hospitals in Korea Using Malcolm Baldrige National Quality Award Model. Community Mental Health Journal, 48(5), 643–651.

McLoad. (1996). Sistem Informasi Manajemen (Jilid 1). H. Prehanllindo.

Morrar, R., & Arman, H. (2017). The Fourth Industrial Revolution (Industry 4.0): A Social Innovation Perspective. Technology Innovation Management Review, 7(11), 12–20.

Mosadeghrad, A. M. (2014). Factors Affecting Medical Service Quality. Iranian Journal of Public Health.

Neuman, W. L. (2006). Science and research. In Social research methods : qualitative and quantitative approaches (pp. 1–22).

Ograjenšek, I. (2008). Service Quality. In Statistical Practice in Business and Industry (pp. 117–136).

Pemda Sragen. (2008). Kabupaten Sragen Dalam Angka 2008.

Piccoli, G., Anglada, L. D., & Watson, R. T. (2005). Using Information Technology to Improve Customer Service. Journal of Quality Assurance in Hospitality & Tourism, 5(1), 3–26.

Rachmiatie, A., Hasbiansyah, O., Khotimah, E., & Ahmadi, D. (2013). Strategi Komunikasi Politik dan Budaya Transparansi Partai Politik. MIMBAR, Jurnal Sosial Dan Pembangunan, 29(2), 123.

Roberts, C. (1998). Quality assurance in primary care with information management and technology. Health Informatics Journal, 4(2), 101–105.

Rosenstock, L. (1996). The future of intervention research at NIOSH. In American Journal of Industrial Medicine (Vol. 29, Issue 4, pp. 295–297).<295::AID-AJIM3>3.0.CO;2-O

Roses, L. K., Hoppen, N., & Henrique, J. L. (2009). Management of perceptions of information technology service quality. Journal of Business Research, 62(9), 876–882.

Sharma, A. (2007). Opportunities of international E-services: A conceptual model. In E-Services: Opportunities and Threats (pp. 63–77).

Sohul, M. M., Ma, X., Yang, T., & Reed, J. H. (2014). Quality of service assurance for shared spectrum systems. Proceedings - IEEE Military Communications Conference MILCOM, 1471–1476.

Taherdoost, H., Sahibuddin, S., & Jalaliyoon, N. (2013). E-Services Usage Evaluation; Applications ’ level of Co-Creation and Digitalization. International Journal of Academic Research in Management, 2(1), 10–18.

Tashakkori, A., & Teddlie, C. (2010). Sage handbook of mixed methods in social & behavioral research. Sage.

Valaskakis, O. for E. C. and D. (OECD) P. S. (2011). Governing in the 21st century. In IT Professional.

Wijanto, S. (2008). structural equation modeling dengan LISREL 8.8.2 konsep dan tutorial. In structural equation modeling dengan LISREL 8.8.2 konsep dan tutorial (p. 61).

Wolfe, P. M., & Tassé, S. (1979). Development of a quality assurance management information system. International Journal of Production Research, 17(3), 169–180.

Zeithaml, V. A., Parasuraman, A., Berry, L. L., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.



  • There are currently no refbacks.

MIMBAR : Jurnal Sosial dan Pembangunan is licensed under  Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License