Quality of Electronic Services at the Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu of Palu City

Abstract

The transformation of public services through digitization is part of bureaucratic reform efforts to improve efficiency, transparency, and public satisfaction. This research aims to examine the quality of electronic services at the Penanaman Modal dan Pelayanan Terpadu Satu Pintu Office of Palu City. This research uses a qualitative approach with a descriptive type. The informants of this research consisted of service users, Penanaman Modal dan Pelayanan Terpadu Satu Pintu Office employees, and other related parties who were selected purposively. Data collection techniques were conducted through direct observation, in-depth interviews, and documentation. Data analysis was carried out through the process of data collection, data condensation, data presentation, and conclusion drawing. The results showed that electronic services, in this case e-SIGA, have provided convenience in the licensing process, increased time efficiency, and expanded service access. However, there are still a number of obstacles such as network disruptions, lack of interactive communication, and not optimal user data security guarantees. Supporting factors include leadership commitment, digital system development, and the availability of flexible online services. This research emphasizes the importance of strengthening infrastructure, human resource training, and responsive system innovation to sustainably improve the quality of e-services in the public sector