INOVASI PELAYANAN PUBLIK JEMPOL KAWAN (JEMPUT BOLA AKTA PERKAWINAN) BAGI PENDUDUK NON MUSLIM (STUDI KASUS PADA BIDANG PELAYANAN PENCATATAN SIPIL DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PALEMBANG)

FATMALA, ELLIYAH and Imania, Katriza (2025) INOVASI PELAYANAN PUBLIK JEMPOL KAWAN (JEMPUT BOLA AKTA PERKAWINAN) BAGI PENDUDUK NON MUSLIM (STUDI KASUS PADA BIDANG PELAYANAN PENCATATAN SIPIL DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PALEMBANG). Undergraduate thesis, Sriwijaya University.

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Abstract

This study focuses on the adoption process of public service innovation through the Jempol Kawan program (Jemput Bola Akta Perkawinan), implemented by the Department of Population and Civil Registration (Disdukcapil) of Palembang City. This program represents a mobile service innovation specifically aimed at non-Muslim residents in facilitating the registration of marriage certificates. The research employs a qualitative approach using in-depth interviews, documentation, and observation techniques. Eight informants were selected, consisting of internal staff from the Disdukcapil and members of the public who have used the service. Data analysis was guided by Everett M. Rogers’ (2003) diffusion of innovation theory, which includes five key dimensions: Relative Advantage, Compatibility, Complexity, Trialability, and Observability. The findings reveal that Jempol Kawan has performed optimally in terms of compatibility and complexity, with services aligned to cultural values and procedures that are easy to understand due to direct assistance from officers. However, several challenges were identified, including low public awareness in the initial data submission stage (relative advantage), limited outreach and socialization (trialability), and a lack of regular and integrated publication of service outcomes (observability). Based on these findings, it is recommended that Disdukcapil enhance structured socialization efforts, provide clearer procedural information from the outset, and publish quarterly reports on program achievements to improve transparency and support broader innovation adoption. Keywords: Public Service Innovation, Mobile Service, Jempol Kawan, Marriage Certificate, Innovation Diffusion

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Inovasi Pelayanan Publik, Jemput Bola, Jempol Kawan, Akta Perkawinan, Difusi Inovasi
Subjects: J Political Science > JA Political science (General)
J Political Science > JF Political institutions (General)
J Political Science > JF Political institutions (General) > JF1338-2112 Public administration
J Political Science > JF Political institutions (General) > JF1501-1521 Civil service
J Political Science > JF Political institutions (General) > JF20-2112 Political institutions and public administration
Divisions: 07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User: Elliyah Fatmala
Date Deposited: 24 Jul 2025 02:46
Last Modified: 24 Jul 2025 02:46
URI: http://repository.unsri.ac.id/id/eprint/180244

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