EFEKTIVITAS PELAYANAN DIGITAL PADA POLRESTA KOTA SERANG DALAM MENINGKATKAN KEPERCAYAAN PUBLIK DI KOTA SERANG
Keywords:
Digital services, Effectiveness, Public trust, Police services, e-governmentAbstract
Digital-based public services have become an important aspect of government efforts to improve service quality for the community. In the context of police services, Polresta Serang Kota has developed various digital services, including SKCK Online, SIM Online, ETLE, and online public complaints. However, several issues are still found in the delivery of these services, such as technical system constraints, low utilization of digital services, and the continued dominance of manual service procedures. These conditions affect the quality of services perceived by the public and potentially influence public trust in the police institution. This study aims to analyze the effectiveness of digital police services at Polresta Serang Kota in enhancing public trust in Serang City. This research employs a quantitative approach using a survey method involving 132 respondents who have used digital police services. The effectiveness of digital services is measured using the DeLone and McLean (2003) effectiveness model, which consists of system quality, information quality, and service quality, while public trust is measured based on the theory proposed by Welch, Hinnant, and Moon (2005), covering integrity, dependence, and competence. Data analysis was conducted using statistical analysis with the assistance of SPSS software. The results indicate that system quality, information quality, and service quality influence public trust in Polresta Serang Kota. These findings suggest that the effectiveness of digital services plays an important role in shaping public perceptions of the integrity, dependence, and competence of the police institution. Therefore, improving the quality of digital police services is an important factor in strengthening public trust in Polresta Serang Kota.
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