Kualitas Pelayanan pada Aplikasi Terpadu Informasi dan Naskah Administrasi Polri (Astina) dalam Meningkatkan Kinerja Administrasi Subbagian Perencanaan dan Administrasi (Subbagrenmin)

Abstrak

This study aims to analyze the quality of correspondence services provided through the ASTINA website in improving the administrative performance of the Planning and Administration Sub-Division (Subbagrenmin) within the East Java Regional Police, as well as to identify obstacles and improvement efforts in its implementation. The study employed a qualitative approach with a case study method. Data collection techniques included non-participatory observation, unstructured interviews, and documentation. Research informants were selected purposively, focusing on employees directly responsible for managing digital correspondence through ASTINA. Service quality analysis was conducted using the SERVQUAL method, which encompasses five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results showed that the implementation of the ASTINA website improved the efficiency and effectiveness of the Subbagrenmin administrative performance, characterized by accelerated processing of incoming and outgoing correspondence, ease of management of management by leaders, and minimal administrative errors thanks to the proofreader and electronic signature features. Although there were technical obstacles in the form of central system disruptions, these were temporary and did not significantly impact the smooth operation of the service. Overall, the ASTINA website was assessed as having good service quality and contributing positively to improving the performance of digital-based correspondence administration.