Effectiveness of the Vehicle Mutation Service Process in the One-Stop Administration System (Samsat) of Ogan Ilir Regency, South Sumatra Province
DOI:
https://doi.org/10.63309/dialektika.v23i3.750Keywords:
Effectiveness, Public Services, Vehicle Transfers, SAMSATAbstract
This study aims to assess the effectiveness of the vehicle transfer service process in the One-Stop Integrated Administration System (SAMSAT) of Ogan Ilir Regency, South Sumatra Province. The method used is qualitative descriptive with four indicators of effectiveness according to (Steers, 1980), namely goal attainment, integration, adaptation, and satisfaction of the parties receiving the service. Data were obtained through interviews, observations, and documentation with key informants from SAMSAT and service users. The results showed that vehicle transfer services at SAMSAT in Ogan Ilir Regency were generally effective because most service targets were achieved according to procedure. However, there were still several obstacles, such as limited human resources, a manual filing system, and a lack of public understanding of service procedures. Coordination between officers has been good, but adaptation to the digital system needs to be improved. In terms of satisfaction, the community is quite satisfied with the friendliness of the officers and the clarity of the information provided. Therefore, continuous improvement is needed in terms of digitization, infrastructure, and human resource development to strengthen the effectiveness and quality of public services at SAMSAT in Ogan Ilir Regency.
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