ANALISIS KUALITAS PELAYANAN SURAT KETERANGAN CATATAN KEPOLISIAN (SKCK) ONLINE BERBASIS APLIKASI POLRI SUPERAPP DI KEPOLISIAN RESOR SITUBONDO

ANALYSIS OF THE QUALITY OF ONLINE POLICE RECORD CERTIFICATE (SKCK) SERVICES BASED ON THE POLRI SUPERAPP APPLICATION AT THE SITUBONDO RESOR POLICE

Pelayanan publik merupakan kegiatan pemenuhan kebutuhan masyarakat berupa barang, jasa dan administratif oleh penyelenggara pelayanan publik. Perkembangan teknologi informasi saat ini merupakan aspek penting yang melekat dalam kehidupan bermasyarakat. Salah satu manfaat perkembangan teknologi informasi ialah mendorong penyelenggara pelayanan publik dalam mengoptimalkan pelayanan yang efisien dan responsif. Menyadari betapa pentingnya mewujudkan pelayanan yang baik, penyelenggara pelayanan publik mengupayakan modernisasi melalui Electronic Government. E-Government yang diupayakan Kepolisian Republik Indonesia (Polri) pelayanan permohonan SKCK disajikan dalam bentuk website, pada tahun 2023 Polri meluncurkan inovasi berbentuk aplikasi Polri SuperApp. Namun, dalam implementasinya pengurusan permohonan SKCK secara online ditemukan beberapa kendala yaitu kurangnya sosialisasi. Aplikasi kerap trouble dikarenakan terjadi maintanance. Dari kendala tersebut, penelitian ini bertujuan untuk menganalisis kualitas pelayanan SKCK online berbasis aplikasi Polri SuperApp di Kepolisian Resor Situbondo. Jenis penelitian ini adalah deskriptif dengan pendekatan kualitatif. Fokus penelitian ini menggunakan teori kualitas layanan e-government menurut Papadomichelaki dan Metzas 2012 dengan indikator reliability, ease of use, trust, conten and appearance of information. Citizen support dan functionality of the interaction. Teknik pengumpulan data melalui observasi, wawancara dan dokumentasi. Hasil penelitian menunjukkan bahwa kualitas pelayanan SKCK online berbasis aplikasi Polri SuperApp di Polres Situbondo cukup baik. Pengalaman pengguna menunjukkan bahwa dengan menggunakan aplikasi Polri SuperApp memberi kemudahan pemohon SKCK online dalam mendapatkan SKCK tanpa harus meminta surat rekomendasi dari Polsek. Namun, Polri perlu meningkatkan kualitas layanan aplikasi Polri SuperApp agar memperbaiki sistem yang sering trouble, memberikan update informasi terkait kebijakan baru pada Aplikasi Polri SuperApp.  

Public services are activities to fulfill community needs in the form of goods, services and administration by public service providers. The development of information technology is currently an important aspect inherent in social life. One of the benefits of the development of information technology is that it encourages public service providers to optimize efficient and responsive services. Realizing how important it is to provide good service, public service providers are seeking modernization through Electronic Government. The e-Government that the Republic of Indonesia Police (Polri) is trying to provide SKCK application services in the form of a website, in 2023 the National Police will launch an innovation in the form of the Polri SuperApp application. However, in the implementation of online SKCK application processing, several obstacles were found, namely a lack of socialization. The application often has problems due to maintenance problems. Based on these obstacles, this research aims to analyze the quality of online SKCK services based on the Polri SuperApp application at the Situbondo Resort Police. This type of research is descriptive with a qualitative approach. The focus of this research uses the theory of e-government service quality according to Papadomichelaki and Metzas 2012 with indicators of reliability, ease of use, trust, content and appearance of information. Citizen support and functionality of the interaction. Data collection techniques through observation, interviews and documentation. The research results show that the quality of online SKCK services based on the Polri SuperApp application at the Situbondo Police Station is quite good. User experience shows that using the Polri SuperApp application makes it easier for online SKCK applicants to get SKCK without having to ask for a letter of recommendation from the Sector Police. However, Polri needs to improve the quality of Polri SuperApp application services in order to improve systems that often have problems, and provide information regarding new policies on the Polri SuperApp application.