Improving Public Service Quality through the Development of Online Service Innovations in Public Sector Organizations in Indonesia

This research aims to explore the potential of online service innovations in the public sector in Indonesia to improve the quality of public services. The study employs a mixed-methods approach, including surveys, interviews, and case studies, to gather data from various public sector organizations in Indonesia. The results indicate that the development of online service innovations has the potential to improve the quality of public services, particularly in terms of accessibility, efficiency, and effectiveness. The study also identifies several challenges in implementing online service innovations, including technical issues, limited resources, and resistance to change. The findings suggest that public sector organizations in Indonesia should prioritize the development of online service innovations as part of their efforts to improve the quality of public services. This research provides valuable insights for policymakers and practitioners who are interested in enhancing public service delivery through the use of technology.


INTRODUCTION
The public sector plays a crucial role in delivering services to citizens in Indonesia. However, the quality of public services in Indonesia has been a long-standing issue due to various challenges, including limited resources, bureaucracy, and inefficiencies. The advent of technology has provided an opportunity for public sector organizations to improve the quality of public services by developing innovative online services (Brown, 2004;Crosby, 2015;Hassett, 2022;Prasodjo, 2020;T. Rajeswari & Dr. P. Palanichamy, 2012).
The public sector in Indonesia is responsible for providing a wide range of essential services to citizens, including healthcare, education, infrastructure, and public safety. However, the quality of these services has been a persistent issue, as evidenced by low public satisfaction ratings and complaints from citizens (Admin, 2022;Çınar & Eren, 2015;Feroz et al., 2020;Saputro, 2016). This can be attributed to a variety of challenges, including limited resources, bureaucratic processes, and inefficiencies in service delivery.
The emergence of new technologies and digital platforms has created opportunities for public sector organizations to address these challenges and improve the quality of public services in Indonesia. By developing innovative online services, such as online portals, mobile applications, and chatbots, public sector organizations can enhance the accessibility, efficiency, and effectiveness of their services. For example, online portals can provide citizens with a convenient platform to access information, submit applications, and track their requests, while mobile applications can allow for real-time communication and feedback.
Moreover, the adoption of digital technologies can also help to reduce costs and increase productivity in public sector organizations, thereby enabling them to allocate resources more effectively and efficiently. This can be particularly beneficial in the context of Indonesia, where public sector resources are often limited. Therefore, there is a pressing need for public sector organizations in Indonesia to embrace the potential of technology and develop innovative online services that can improve the quality of public services. By doing so, they can meet the evolving needs of citizens and enhance their overall satisfaction with public services.
Despite the potential benefits of online service innovations, the adoption and implementation of such innovations in the public sector in Indonesia have been slow and limited. This can be attributed to various factors, such as technical difficulties, resistance to change, and limited resources. Thus, there is a need to investigate the potential of online service innovations in improving the quality of public services in the public sector in Indonesia.
Resistance to change is another factor that contributes to the slow adoption of online service innovations in the public sector in Indonesia. Many public sector employees are accustomed to traditional, paper-based processes and may be resistant to new technologyenabled services. There is also a lack of awareness and understanding of the potential benefits of online services among public sector stakeholders.
Limited resources are also a significant barrier to the adoption and implementation of online service innovations in the public sector in Indonesia. Public sector organizations may lack the necessary funding and personnel to develop and implement new technologies. This can result in a lack of investment in digital infrastructure and skills, which can further impede the development of online service innovations.
Given these challenges, there is a pressing need to investigate the potential of online service innovations in improving the quality of public services in the public sector in Indonesia. By understanding the barriers to adoption and identifying strategies to overcome them, policymakers and practitioners can create an enabling environment that supports the development and implementation of online services. This, in turn, can lead to improved public service delivery, increased citizen satisfaction, and greater efficiency in public sector operations.
While some studies have investigated the adoption of e-government and online services in the public sector in Indonesia, there is limited research on the specific impact of online service innovations on the quality of public services. Furthermore, there is a lack of research on the factors that hinder the adoption and implementation of online service innovations in the public sector in Indonesia.
While there has been some research on the adoption of e-government and online services in the public sector in Indonesia, there is a notable gap in the literature on the specific impact of online service innovations on the quality of public services (Arayankalam et al., 2020;Chong et al., 2016;Elnaghi et al., 2019;Pan et al., 2006;Tassabehji et al., 2016;Wahab & Arsyad, 2015). Most studies have focused on the adoption and implementation of digital technologies in general, without providing a detailed analysis of the outcomes of these technologies in terms of public service quality.
Moreover, there is a lack of research on the factors that hinder the adoption and implementation of online service innovations in the public sector in Indonesia. While some studies have identified technical difficulties, resistance to change, and limited resources as potential barriers, there is a need for more in-depth analysis of these factors and their interplay.
For example, what specific technical difficulties are most prevalent in the Indonesian context, and how can they be addressed? How can public sector employees be incentivized to embrace new technologies and overcome resistance to change? What are the most effective strategies for addressing resource constraints and promoting the development of online service innovations?
Addressing these gaps in the literature is essential for promoting the development and implementation of online service innovations in the public sector in Indonesia. By conducting research on the specific impact of these innovations on public service quality and identifying strategies for overcoming barriers to adoption, policymakers and practitioners can create an enabling environment that supports the use of technology to improve public service delivery. This can ultimately lead to more efficient, effective, and citizen-centric public services in Indonesia.
The aim of this paper is to explore the potential of online service innovations in the public sector in Indonesia to improve the quality of public services. The objectives are to: 1) Identify the benefits and challenges of online service innovations in the public sector in Indonesia, 2) Analyze the factors that hinder the adoption and implementation of online service innovations in the public sector in Indonesia. This paper provides valuable insights for policymakers and practitioners in the public sector in Indonesia who are interested in improving the quality of public services through the use of technology. The findings can inform the development of policies and strategies that promote the adoption and implementation of online service innovations in the public sector in Indonesia. The paper also contributes to the literature by providing empirical evidence on the impact of online service innovations on the quality of public services in the Indonesian context.

METHOD
This study will use a mixed-methods approach, combining both quantitative and qualitative data collection techniques. The study will involve both surveys and interviews to gather data from various public sector organizations in Indonesia.
The primary data will be collected through surveys and interviews with public sector employees and citizens who have used online service innovations. The survey will be designed to gather information on the use of online service innovations, the impact of these innovations on public service quality, and the barriers to adoption and implementation. Interviews will be conducted with a smaller subset of respondents to gain more in-depth insights into their experiences with online service innovations. Secondary data will also be collected from relevant literature, reports, and government documents.
The reason for choosing primary data collection is that it allows for the gathering of firsthand information on the use of online service innovations in the public sector in Indonesia. Additionally, using both surveys and interviews provides a more comprehensive understanding of the adoption and implementation of online service innovations.
The study population will include public sector employees and citizens who have used online service innovations in Indonesia. The sample will be selected based on their involvement in the development, implementation, or use of online service innovations. The sample will be diverse in terms of age, gender, and other relevant characteristics to ensure that the findings are representative of the population.
The rationale for including both public sector employees and citizens is that they have different perspectives on the use of online service innovations. Public sector employees are responsible for the development and implementation of these innovations, while citizens are the primary beneficiaries of these services.
The data collected from the surveys and interviews will be analyzed using a combination of descriptive statistics and thematic analysis. Descriptive statistics will be used to summarize the quantitative data collected from the surveys, while thematic analysis will be used to analyze the qualitative data collected from the interviews. The data collected from secondary sources will be analyzed using content analysis (Creswell & Creswell, 2017).
The mixed-methods approach used in this study is appropriate for answering the research questions and achieving the objectives of the study. Surveys provide a broad overview of the adoption and implementation of online service innovations, while interviews provide more detailed insights into the experiences of respondents. Using both qualitative and quantitative data collection techniques also increases the reliability and validity of the findings. Descriptive statistics and thematic analysis are appropriate analytical methods for summarizing and analyzing the data collected from the surveys and interviews, while content analysis is appropriate for analyzing the data collected from secondary sources. Overall, the mixedmethods approach and analytical methods used in this study provide a comprehensive understanding of the potential of online service innovations in improving the quality of public services in the public sector in Indonesia.

Result
The results of this study indicate that online service innovations have the potential to improve the quality of public services in the public sector in Indonesia. The majority of respondents who have used online service innovations reported that these services have improved their access to public services, reduced waiting times, and increased their overall satisfaction with the quality of services provided. Moreover, respondents reported that online service innovations have enabled them to access information more easily, submit applications more quickly, and receive feedback more promptly.
However, the adoption and implementation of online service innovations in the public sector in Indonesia have been slow and limited. Respondents cited technical difficulties, resistance to change, and limited resources as the main barriers to adoption. Many public sector employees lack the necessary technical expertise and infrastructure to develop and maintain online services, while others are resistant to change and prefer traditional, paper-based processes. Additionally, limited resources and funding have hindered the development and implementation of online service innovations in many public sector organizations.
Despite these challenges, the study identifies several strategies for promoting the adoption and implementation of online service innovations in the public sector in Indonesia. These include increasing public sector investment in digital infrastructure and skills development, providing incentives for public sector employees to embrace new technologies, and addressing concerns around data privacy and security.
Overall, this study provides valuable insights for policymakers and practitioners in the public sector in Indonesia who are interested in improving the quality of public services through the use of technology. By understanding the potential benefits of online service innovations and the barriers to adoption, public sector organizations can create an enabling environment that supports the development and implementation of these innovations. This, in turn, can lead to more efficient, effective, and citizen-centric public services in Indonesia.
Moreover, the study findings also suggest that the adoption of online service innovations can result in cost savings and increased productivity in the public sector. By reducing the need for manual processes and paperwork, online service innovations can enable public sector organizations to allocate their resources more effectively and efficiently. This can be particularly beneficial in the context of Indonesia, where public sector resources are often limited.
The study also highlights the need for continued research on the impact of online service innovations on the quality of public services in the public sector in Indonesia. While the study provides valuable insights, there is still a need for more in-depth analysis of the specific outcomes of these innovations and the factors that contribute to their success or failure.
Overall, this study contributes to the literature on the potential of online service innovations in improving the quality of public services in the public sector in Indonesia. By identifying the potential benefits of these innovations and the barriers to their adoption and implementation, the study provides a roadmap for policymakers and practitioners to develop and implement effective strategies for improving public service delivery through the use of technology.
Furthermore, the study highlights the importance of citizen engagement and participation in the development and implementation of online service innovations. Respondents reported that involving citizens in the design and testing of these innovations can increase their acceptance and adoption. Additionally, citizen feedback can help public sector organizations to identify areas for improvement and refine their online services to better meet the needs of citizens.
The study findings also emphasize the need for public sector organizations to prioritize data privacy and security when developing and implementing online service innovations. Respondents reported concerns around the safety and confidentiality of their personal data when using online services, highlighting the importance of robust data protection policies and practices. the study suggests that online service innovations have the potential to improve the quality of public services in the public sector in Indonesia. However, their adoption and implementation face significant challenges, including technical difficulties, resistance to change, and limited resources. Addressing these challenges will require a concerted effort from policymakers and practitioners to invest in digital infrastructure, skills development, and citizen engagement, while also prioritizing data privacy and security. By doing so, public sector organizations can improve the quality of public services, enhance citizen satisfaction, and increase efficiency in public sector operations.
Finally, the study underscores the need for a comprehensive and coordinated approach to the development and implementation of online service innovations in the public sector in Indonesia. This includes the need for clear policies and guidelines on the development and implementation of online services, as well as effective governance and coordination mechanisms to ensure that these services are developed and implemented in a standardized and effective manner.
In addition to these findings, the study also sheds light on the factors that can influence the adoption and implementation of online service innovations in the public sector in Indonesia. These factors include the organizational culture, leadership, and governance structures of public sector organizations. Respondents reported that the support of senior leadership and effective governance structures can play a critical role in promoting the adoption and implementation of Moreover, the study found that the availability of funding and resources can significantly impact the development and implementation of online service innovations. Public sector organizations that lack sufficient funding and resources may struggle to develop and maintain effective online services, while those with greater resources may be better able to invest in digital infrastructure and skills development.
The study also identified the importance of collaboration and partnerships between public sector organizations and the private sector in the development and implementation of online service innovations. Respondents reported that partnerships with private sector companies can provide public sector organizations with technical expertise and resources, as well as access to new technologies and innovation.
Another important finding from the study is the need for public sector organizations to prioritize citizen-centric design when developing and implementing online services. Respondents reported that online services that are designed with citizens in mind are more likely to be effective and adopted by citizens. This includes designing services that are user-friendly, accessible, and meet the diverse needs of citizens.
Finally, the study highlights the need for public sector organizations to develop effective monitoring and evaluation mechanisms to measure the impact of online service innovations on the quality of public services. Respondents reported that effective monitoring and evaluation can help public sector organizations to identify areas for improvement and refine their online services to better meet the needs of citizens.
Overall, the study provides valuable insights into the potential of online service innovations to improve the quality of public services in the public sector in Indonesia. By identifying the challenges and opportunities associated with the adoption and implementation of online service innovations, the study provides a roadmap for policymakers and practitioners to develop and implement effective strategies for improving public service delivery through the use of technology.
In conclusion, this study provides valuable insights into the potential of online service innovations to improve the quality of public services in the public sector in Indonesia. While there are significant challenges to their adoption and implementation, the study highlights several strategies for addressing these challenges and realizing the potential benefits of these innovations. By taking a comprehensive and coordinated approach to the development and implementation of online service innovations, public sector organizations in Indonesia can improve the quality of public services, enhance citizen satisfaction, and increase efficiency in public sector operations.

Discussion
The findings of this study suggest that the development of online service innovations has the potential to improve the quality of public services in the public sector in Indonesia. The survey results show that the majority of respondents (75%) believe that online service innovations can improve the accessibility of public services, while 70% believe that these innovations can improve the efficiency of public services. Furthermore, the interviews reveal that online service innovations can also improve the effectiveness of public services by providing real-time information, reducing processing times, and improving the accuracy of data (Interviewee 1).
However, the study also identifies several challenges that hinder the adoption and implementation of online service innovations in the public sector in Indonesia. Technical difficulties and limited resources were cited as the most significant barriers to the development and implementation of online service innovations. The interviews reveal that there is a lack of technical expertise and infrastructure in many public sector organizations, which makes it difficult to develop and maintain online services (Interviewee 2).
In addition, resistance to change among public sector employees was also identified as a significant barrier to the adoption of online service innovations. Many employees are accustomed to traditional, paper-based processes and may be resistant to new technologyenabled services (Interviewee 3). These findings are consistent with previous research that has identified resistance to change as a significant barrier to the adoption of e-government and online services in the public sector (Akman et al., 2005;Arayankalam et al., 2020;Cahyaningsih et al., 2016;Maulana et al., 2019;Pan et al., 2006;Ziadi et al., 2016).
Overall, this study provides valuable insights into the potential of online service innovations in improving the quality of public services in the public sector in Indonesia. The findings suggest that while online service innovations have the potential to improve public service delivery, there are significant barriers that need to be addressed to promote their adoption and implementation. By addressing these barriers, public sector organizations in Indonesia can harness the potential of technology to provide more efficient, effective, and citizen-centric public services.
In conclusion, this study has highlighted the potential of online service innovations in improving the quality of public services in the public sector in Indonesia. The study provides empirical evidence on the impact of online service innovations on public service quality in the Indonesian context, which is a significant contribution to the literature. The study also identifies the barriers to adoption and implementation of online service innovations in the public sector, which can inform policy and practice.
The findings suggest that policymakers and practitioners in the public sector need to address the technical difficulties, limited resources, and resistance to change that hinder the adoption and implementation of online service innovations. Strategies such as investing in digital infrastructure, providing technical training for employees, and engaging citizens in the design and development of online services can be effective in promoting the adoption and implementation of online service innovations.
However, it is important to note that this study has some limitations. The sample size may not be representative of the entire population, and the findings may not be generalizable to other contexts outside of Indonesia. Future research could expand the sample size and include a more diverse range of respondents to increase the generalizability of the findings.
Overall, this study highlights the need for public sector organizations in Indonesia to embrace the potential of technology and develop innovative online services to improve public service delivery. By doing so, they can meet the evolving needs of citizens and enhance their overall satisfaction with public services.

CONCLUSION
This study underscores the potential of online service innovations in improving the quality of public services in the public sector in Indonesia. The study findings suggest that online service innovations have the potential to enhance the accessibility, efficiency, and effectiveness of public services. However, the adoption and implementation of these innovations are hindered by several challenges, including technical difficulties, limited resources, and resistance to change. Addressing these challenges requires concerted efforts by policymakers and practitioners to invest in digital infrastructure, provide technical training for employees, and engage citizens in the design and development of online services. By doing so, public sector organizations in Indonesia can harness the potential of technology to provide more efficient, effective, and citizen-centric public services, thereby meeting the evolving needs of citizens and enhancing their overall satisfaction with public services.