Fauzi, Ahmad (2026) Public Value Layanan Program SAKTI (Sistem Administrasi Kependudukan Berbasis Teknologi Informasi) Pada Dinas Kependudukan dan Pencatatan Sipil Kota Kediri. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to analyze the public value of the SAKTI Program (Information Technology-Based Population Administration System) at the Department of Population and Civil Registration of Kediri City. The SAKTI Program is a digital-based population administration service innovation developed to provide convenience, speed, and efficiency in public services. This research used a descriptive qualitative approach, with data collection techniques conducted through observation, in-depth interviews, and documentation. The analysis employed the public value framework proposed by Faulkner and Kaufman (2018), consisting of four dimensions: outcome achievement, trust and legitimacy, service delivery quality, and efficiency. The findings indicate that the SAKTI service has generated economic value through saving costs, time, and effort for the community, while also encouraging changes in public behavior toward the use of digital services. The SAKTI Program has also demonstrated strong institutional legitimacy through clear legal foundations. However, social trust in digital services has not been fully established due to limited socialization and low digital literacy among some community groups. The quality of service delivery shows simplified procedures and easier access to services, although technical problems such as system disruptions and service delays are still encountered. In terms of efficiency, the SAKTI service has improved internal organizational efficiency, although external efficiency experienced by citizens remains uneven due to the digital literacy gap. A noteworthy finding is the contradiction between the sharp decline in online SAKTI users (from 37,526 in 2021 to 13,292 in 2025) and the persistently high Community Satisfaction Index (IKM) of 86.11 and SPBE Index of 3.89. This contradiction is interpreted through the lenses of the second-level digital divide, the Technology Acceptance Model (TAM), and citizen trust in e-government. Therefore, optimizing the SAKTI service requires improvements in system stability, wider socialization, and enhancement of community digital literacy. Keywords: Digital Divide; E-Government; Population Administration; Public Service; Public Value; SAKTI.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | J Political Science > JA Political science (General) | ||||||||||||
| Divisions: | Faculty of Social and Political Sciences | ||||||||||||
| Depositing User: | S1 Ahmad Fauzi Fauzi | ||||||||||||
| Date Deposited: | 08 Jul 2026 03:28 | ||||||||||||
| Last Modified: | 08 Jul 2026 03:28 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/54757 |
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