Tata Kelola Melalui Etika dan Akuntabilitas: Instrumen untuk Peningkatan Kualitas Pelayanan Publik di Indonesia
Keywords:
Ethics, Accountability, Public ServiceAbstract
Public service delivery in Indonesia still faces major challenges due to weak enforcement of ethics and accountability, which undermines public trust. This study aims to analyze the use of ethical and accountability measurement tools in improving service quality, focusing on indicators such as the Public Service Integrity Index (IIPP), Internal Control System (SPI), and Management Information System (SIM). Theoretical foundations draw on public administration ethics, public accountability, and the SERVQUAL service quality framework. A quantitative survey method was applied using purposive sampling and multiple linear regression analysis. The findings reveal that evaluation instruments contribute positively to service quality enhancement, although their effectiveness depends on consistent implementation, oversight, and organizational culture. This study highlights the urgency of integrating measurement instruments with ethical commitment and monitoring mechanisms, offering both conceptual and practical contributions to public governance in Indonesia.
Pelayanan publik di Indonesia masih menghadapi tantangan serius terkait lemahnya penerapan etika dan akuntabilitas birokrasi, sehingga menimbulkan rendahnya kepercayaan masyarakat. Penelitian ini bertujuan menganalisis penggunaan alat ukur etika dan akuntabilitas publik dalam meningkatkan kualitas pelayanan, dengan mengkaji relevansi indikator seperti Indeks Integritas Pelayanan Publik (IIPP), Sistem Pengawasan Internal (SPI), dan Sistem Informasi Manajemen (SIM). Kajian teori menggunakan konsep etika administrasi publik, akuntabilitas publik, dan kualitas pelayanan berbasis SERVQUAL. Metode penelitian yang digunakan adalah kuantitatif dengan survei, teknik purposive sampling, serta analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa penggunaan instrumen evaluasi berkontribusi positif terhadap peningkatan kualitas layanan, meski efektivitasnya dipengaruhi oleh konsistensi implementasi, pengawasan, dan budaya organisasi. Temuan ini menegaskan urgensi integrasi instrumen pengukuran dengan komitmen etis dan mekanisme pengawasan, sehingga dapat menjadi kontribusi konseptual dan praktis bagi tata kelola publik di Indonesia.
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