ETHICS OF PUBLIC SERVICE IN ONLINE QUEUING SYSTEMS: AN ANALYSIS OF SERVICE FAIRNESS AND ACCESSIBILITY
Abstract
Advances in information technology have prompted the government to implement online queuing systems to improve the effectiveness, efficiency, and transparency of public services. This study aims to analyze the ethics of public service in online queuing systems, with a focus on fairness and service accessibility. The study employs a qualitative approach using library research and is analyzed using the SERVQUAL theory. The results show that online queuing systems can simplify service processes and provide the public with certainty regarding service schedules. However, their implementation still faces challenges such as system disruptions, limited internet access, and low digital literacy among the public. Therefore, improvements in technological infrastructure, outreach on digital services, and more inclusive service delivery are needed so that public services can be accessed fairly and equitably by all members of the public.
Keywords : Public service ethics, online queuing system, SERVQUAL, service accessibility
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DOI: https://doi.org/10.30596/japk.v6i1.30656
Jurnal Ilmu Adminstrasi Publik dan Kebijakan (JAPK)
Editor's Address:
C BuildingDepartement of Public Administration Science
Faculty of Social Science and Political Science
Universitas Muhammadiyah Sumatera Utara
Jl. Kapten Mukhtar Basri No. 3 Medan 20238
email : japk@umsu.ac.id