Inklusivitas Pelayanan Publik di Era Digital: Analisis Aksesibilitas Layanan Adminduk dari Perspektif Gender dan Strata Pendidikan
Main Article Content
Abstract
Digital transformation in public services frequently encounters inclusivity challenges for specific community groups. This study aims to analyze the inclusivity of population administration services in the digital era based on gender and educational strata perspectives in Ternate City. A mixed-methods approach with a concurrent embedded design was employed, involving 525 respondents selected through accidental sampling. The research instrument utilized a 4-point Likert scale to measure nine standard service elements. The results indicate that the Public Satisfaction Index (IKM) reached 90.67, categorized as "Excellent". Although gender accessibility was found to be egalitarian, a significant performance asymmetry exists between the integrity dimension (score of 3.98) and technical infrastructure reliability (score of 3.48). Furthermore, groups with lower educational backgrounds still face digital literacy barriers (digital divide). This study concludes that successful digital transformation requires a reconciliation between technological advancement and humanistic values through hybrid approaches and technical assistance to ensure equitable access for vulnerable groups
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Alzahrani, L., Al-Karaghouli, W., & Weerakkody, V. (2018). Investigating the impact of citizens’ trust toward the successful adoption of e-government: A multigroup analysis of gender, age, and internet experience. Information Systems Management, 35, 124–146. https://doi.org/10.1080/10580530.2018.1440730
Anggara, F., Pramudiana, I., Haryati, E., & Pramono, S. (2025). Challenges And Strategies In E-Government Implementation In A Remote Region In Sumenep. Journal of Governance and Public Administration. https://doi.org/10.70248/jogapa.v2i2.1689
Assefa, G., Sherif, S., Sluijs, J., Kuijpers, M., Chaka, T., Solomon, A., Hailu, Y., & Muluneh, M. (2021). Gender Equality and Social Inclusion in Relation to Water, Sanitation and Hygiene in the Oromia Region of Ethiopia. International Journal of Environmental Research and Public Health, 18. https://doi.org/10.3390/ijerph18084281
Aygün, S., & Çekiç, T. (2025). Sustainable Urban Governance and the Digital Divide: Patterns of E-Participation in Istanbul. Sustainability. https://doi.org/10.3390/su17114913
Azdi, A., & Nurwahid, R. (2024). Korupsi Dan Kegagalan Etika Dalam Administrasi Publik: Dampak Pada Pelayanan Masyarakat. Wacana: Jurnal Ilmu Sosial Dan Ilmu Politik Interdisiplin. https://doi.org/10.37304/wacana.v11i2.17005
Buchert, U., Kemppainen, L., Olakivi, A., Wrede, S., & Kouvonen, A. (2022). Is digitalisation of public health and social welfare services reinforcing social exclusion? The case of Russian-speaking older migrants in Finland. Critical Social Policy, 43, 375–400. https://doi.org/10.1177/02610183221105035
Budiman, Farhanuddin, A., Setia, A., & Jauza, D. (2022). Penerapan Etika Pelayanan Publik Dalam Mewujudkan Good Governance. Jurnal Dialektika: Jurnal Ilmu Sosial. https://doi.org/10.54783/dialektika.v19i1.65
Chaiyasuk, S., Rugchatjaroen, K., Sirisunhirun, S., Dhirathiti, N., Amornsiriphong, S., & Ploywan, P. (2025). Overcoming Data Barriers: Digital Inclusion and Equitable Public Services for People with Disabilities in Thailand. F1000Research. https://doi.org/10.12688/f1000research.163271.1
Chohan, S., & Hu, G. (2020). Strengthening digital inclusion through e-government: cohesive ICT training programs to intensify digital competency. Information Technology for Development, 28, 16–38. https://doi.org/10.1080/02681102.2020.1841713
Cochran, W. G. (1977). Sampling Techniques (3rd ed.). John Wiley & Sons.
Cohen, P., Lawless, S., Dyer, M., Morgan, M., Saeni, E., Teioli, H., & Kantor, P. (2016). Understanding adaptive capacity and capacity to innovate in social–ecological systems: Applying a gender lens. Ambio, 45, 309–321. https://doi.org/10.1007/s13280-016-0831-4
Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (5th ed.). Sage Publications.
Djatmiko, G., 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. Sustainability. https://doi.org/10.3390/su17072908
Engkus, Azan, A., Hanif, A., & Fitri, A. (2021). Mewujudkan Good Governance Melalui Pelayanan Publik. Jurnal Dialektika: Jurnal Ilmu Sosial. https://doi.org/10.54783/dialektika.v19i1.62
Fersch, B., Noe, E., Thuesen, A., & Langer, B. (2025). The Rural Risk of Digital Exclusion: A case study of municipal digital health and social care services in Denmark. SSM - Qualitative Research in Health. https://doi.org/10.1016/j.ssmqr.2025.100537
Hafel, M., Jamil, J., Umasugi, M., & Anfas, A. (2022). Challenges of E-Government Implementation in The Region Archipelago Characteristics. JAKPP (Jurnal Analisis Kebijakan & Pelayanan Publik). https://doi.org/10.31947/jakpp.v8i1.21282
Hardiyansyah. (2018). Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator dan Implementasinya. Gava Media.
Hartiyanti, Z., & Kartika, R. (2025). Influence Of Digital Literacy And Diffusion Of Innovation On The Adoption Of Digital Services At The Rembang Regency Public Service Mall. Jurnal Administrasi Negara. https://doi.org/10.33509/jan.v31i2.3492
Heponiemi, T., & Kaihlanen, A. (2025). Digital exclusion in health and social care services: solutions implemented in Finland. The European Journal of Public Health, 35. https://doi.org/10.1093/eurpub/ckaf161.455
Isma, Y., Kardiati, D., Muslem, M., Fadhillah, S., Kn, J., Akmal, F., & Chairunnisak, S. (2025). Transformasi Digital Sebagai Instrumen untuk Memperluas Aksesibilitas Layanan Publik. Journal Of Administrative And Social Science. https://doi.org/10.55606/jass.v6i2.1891
Kruhlov, V., & Dvorak, J. (2025). Social Inclusivity in the Smart City Governance: Overcoming the Digital Divide. Sustainability. https://doi.org/10.3390/su17135735
Levy, P. S., & Lemeshow, S. (2013). Sampling of Populations: Methods and Applications (4th ed.). John Wiley & Sons.
Lily, M., & Sharma, B. (2025). Inclusive Society: A Pathway To Achieving Sustainable Development Goals. International Journal of Environmental Sciences. https://doi.org/10.64252/3qtwrj32
Madubun, J. (2023). Public services in island sub‐districts: Towards geography‐based governance. Australian Journal of Public Administration. https://doi.org/10.1111/1467-8500.12586
Mokadam, E., Musa, H., Kumalasari, A., & Istighfaroh, F. (2025). Public Policy Challenges in the Digital Age: Balancing Innovation, Governance, and Equity. JIAN- Jurnal Ilmiah Administrasi Negara. https://doi.org/10.56071/jian.v9i1.1172
Molina, C., Moreno, M., & Moreno, R. (2012). Nivel de educación y adopción de e-servicios: una aplikasi al caso del e-gobierno. Sociología y Tecnociencia: Revista Digital de Sociología Del Sistema Tecnocientífico, 22–43. https://revistas.uva.es/index.php/sociotecno/article/view/613
Morte-Nadal, T., & Esteban-Navarro, M. (2025). Recommendations for digital inclusion in the use of European digital public services. Humanities and Social Sciences Communications, 12. https://doi.org/10.1057/s41599-025-04576-7
Munga, J. W., & Mbithi, O. (2020). Role of Education and Financial Capacity on E-Government Adoption. Journal of Enterprise Business Management. https://doi.org/10.46532/jebm.20200703
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40.
Parasuraman, A., Zeithaml, V., & Malhotra, A. (2004). E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality.
Park, S., & Humphry, J. (2019). Exclusion by design: intersections of social, digital and data exclusion. Information, Communication & Society, 22, 934–953. https://doi.org/10.1080/1369118x.2019.1606266
Polcarová, E., & Pupíková, J. (2022). Analysis of Socially Vulnerable Communities and Factors Affecting Their Safety and Resilience in Disaster Risk Reduction. Sustainability. https://doi.org/10.3390/su141811380
Pratama, D., Haryati, E., & Ferriswara, D. (2025). Digitization of Population Administration Services: Analysis of the Need to Improve Digital Literacy of Village Government Apparatus. Parlementer: Jurnal Studi Hukum Dan Administrasi Publik. https://doi.org/10.62383/parlementer.v2i1.507
Purba, F., & Jaidun. (2025). Pencegahan Maladministrasi dalam Pelayanan Publik: Tinjauan terhadap Peraturan Ombudsman Nomor 41 Tahun 2019 di Kota Samarinda. International Journal of Politic, Public Policy and Environmental Issues. https://doi.org/10.53622/ij3pei.v5i1.337
Ragnedda, M., Ruiu, M., & Addeo, F. (2022). The self-reinforcing effect of digital and social exclusion: The inequality loop. Telematics Informatics, 72, 101852. https://doi.org/10.1016/j.tele.2022.101852
Ranchordás, S. (2020). Connected but Still Excluded? Digital Exclusion beyond Internet Access. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3675360
Razak, F., Bakar, A., & Abdullah, W. (2020). The role of gender on modifying the relationship between service quality and eternal acceptance of e-government. Journal of Physics: Conference Series, 1529. https://doi.org/10.1088/1742-6596/1529/5/052094
Revaldhi, A., Gaffar, V., & Sofia, A. (2025). Challenges of Integrating Digital Innovation Strategies in Educational Technology to Enhance E-Government Implementation. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama. https://doi.org/10.37680/qalamuna.v17i1.6831
Reyes, C., Jiménez, K., Núñez, O., & Calderón, J. (2025). Digital literacy in the use of digital platforms in public administration in the Lambayeque Region. F1000Research, 14. https://doi.org/10.12688/f1000research.164515.1
Riddell, C., & Song, X. (2017). The Role of Education in Technology Use and Adoption: Evidence from the Canadian Workplace and Employee Survey. ILR Review, 70, 1219–1253. https://doi.org/10.1177/0019793916687719
Rodríguez-Correa, P., Méndez-Rivera, C., Patiño-Toro, O., Valencia-Arías, A., Conejo, A., León, A., Vásquez, J., & Adan, T. (2025). Factors influencing the adoption of e-government by female university students. PLOS ONE, 20. https://doi.org/10.1371/journal.pone.0317685
Sakir, A. (2025). Public Service Management in Archipelagic Regions: A Systematic Literature Review. Ekonomi Manajemen Akuntansi Sosial, 6(10), 2509–2518. https://doi.org/10.36733/emas.v6i10.12614
Saunders, M. N. K., Lewis, P., & Thornhill, A. (2019). Research Methods for Business Students (8th ed.). Pearson.
Saxena, S. (2017). Factors influencing perceptions on corruption in public service delivery via e-government platform. Foresight, 19, 628–646. https://doi.org/10.1108/fs-05-2017-0013
Schou, J., & Pors, A. (2018). Digital by default? A qualitative study of exclusion in digitalised welfare. Social Policy & Administration. https://doi.org/10.1111/spol.12470
Singh, P., Tabe, T., & Martin, T. (2022). The role of women in community resilience to climate change: A case study of an Indigenous Fijian community. Women’s Studies International Forum. https://doi.org/10.1016/j.wsif.2021.102550
Soni, S., & Mitchell, A. (2021). Women and digital government in rural India: Extending TAM with user assisted service. Information Polity, 27, 59–78. https://doi.org/10.3233/ip-200302
Tahir, N., & Ibrahim, M. (2025). How to Approach Public Services Based on Social Inclusion for Marginalized Communities? Bibliometric Analysis and Literature Review. KnE Social Sciences. https://doi.org/10.18502/kss.v10i18.19472
Van Dijk, J. A. G. M. (2006). Digital Divide Research, Achievements and Shortcomings. Poetics: Journal of Empirical Research on Culture, the Media and the Arts, 34(4–5), 221–235. https://doi.org/10.1016/j.poetic.2006.05.004
Van Dijk, J. A. G. M. (2017). The Deepening Divide: Inequality in the Information Society. Sage Publications.
Yera, A., Arbelaitz, O., Jauregui, O., & Muguerza, J. (2020). Characterization of e-Government adoption in Europe. PLoS ONE, 15. https://doi.org/10.1371/journal.pone.0231585
Zeebaree, M., Agoyi, M., & Aqel, M. (2022). Sustainable Adoption of E-Government from the UTAUT Perspective. Sustainability. https://doi.org/10.3390/su14095370
Zeithaml, V., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality : implications for future research and managerial practice. Working Paper (Marketing Science Institute), 2000115.