Rahmansyah, Adam (2025) Inovasi Pelayanan Publik Sitepak Dalam Meningkatkan Kualitas Pelayanan Di Kecamatan Bangko Pusako. Masters thesis, Universitas Islam Riau.
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Public service innovation represents a form of bureaucratic reform aimed at improving the effectiveness, efficiency, and transparency of government services to the community. One of these innovations is the implementation of the Integrated Sub-District Administrative Service System (SITEPAK) in Bangko Pusako SubDistrict, Rokan Hilir Regency. This study aims to analyze the implementation of SITEPAK as an innovation in improving the quality of public services and to identify the inhibiting factors encountered during its execution. The analytical framework of this research is based on Everett M. Rogers’ Diffusion of Innovation Theory, which includes five indicators: relative advantage, compatibility, complexity, triability, and observability. This study employs a qualitative method with a descriptive approach. Data were collected through in-depth interviews with the sub-district head (Camat), the sub-district secretary, SITEPAK implementing staff, as well as through observation and documentation. The data were analyzed through stages of data reduction, presentation, and conclusion drawing. The findings show that SITEPAK offers a relative advantage in terms of efficiency and service transparency but has not yet fully aligned with the social characteristics of the community due to low digital literacy and limited technological facilities. The system remains complex for both officials and citizens, while the levels of triability and observability are still low since the system cannot yet be accessed independently and its benefits are not widely recognized by the public. Overall, SITEPAK is a promising public service innovation that supports the digital transformation of local government. However, its implementation still requires strengthening of human resource capacity, enhancement of digital infrastructure, and broader socialization efforts so that the benefits of this innovation can be more evenly distributed and experienced by the community.
| Item Type: | Thesis (Masters) |
|---|---|
| Contributors: | Contribution Contributors NIDN/NIDK Thesis advisor Febrian, Ranggi Ade 1014028603 Thesis advisor Utomo, Setyo 1008078101 |
| Uncontrolled Keywords: | Public Service Innovation, SITEPAK, E-Government, Bangko Pusako Sub-District, Rogers |
| Subjects: | J Political Science > JC Political theory |
| Divisions: | > Ilmu Pemerintahan S.2 |
| Depositing User: | Mia Darmiah |
| Date Deposited: | 01 Oct 2026 08:12 |
| Last Modified: | 01 Oct 2026 08:12 |
| URI: | https://repository.uir.ac.id/id/eprint/35095 |
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