Analysis of e-service in Public Complaints through Pro Denpasar Plus Application

Abstract

The current era of digitalization encourages local governments to be more responsive in providing quality services. The phenomenon that occurs today, people begin to need efficient and effective services, one of which is through smartphone applications. This research aims to analyze complaint services through the Pro Denpasar Plus application through the concept of e-service. Denpasar city voters as the object of study is an innovation made in presenting application-based complaints, where not many other areas have done so. The method used is qualitative with a descriptive approach. This study uses secondary data through the study of literature, media, and documents. The data were analyzed using indicators in the concept of e-service quality from Zeithaml's thinking, namely efficiency, reliability, fulfilment and privacy. The results showed that not yet optimal of the reliability indicators. That is because only some people use that Application. The next indicator that is still not optimal in the Denpasar Pro Application, namely fulfilment. The condition occurs because of the large number of complaints in various fields, so the accuracy of the service becomes less appropriate. Meanwhile, bias efficiency indicators are said to be good in terms of ease in accessing the Pro Denpasar Plus application as well as the information displayed is good. The last indicator is privacy, which, based on the findings, shows that features ensure the confidentiality of the public who make complaints.