Implementation of Policies on The Provision of Services to The Community of Kuningan Regency at SAMSAT
DOI:
https://doi.org/10.58344/jws.v5i7.1684Keywords:
policy implementation, services, one-stop service, information technilogy, public satisfactionAbstract
The One-Stop Integrated Administration System (SAMSAT) is a public institution responsible for motor vehicle administration. In practice, several issues remain, such as burdensome procedures, disruptions to technology-based service systems, variations in service quality as perceived by the public, and coordination problems. These conditions indicate a discrepancy between established service policies and their implementation in practice. Drawing on Mirelee S. Grindle’s theory, this study aimed to analyze the implementation of service policies at SAMSAT Kuningan, identify the factors supporting and hindering their implementation, and formulate strategies to improve policy implementation. This research employed a descriptive qualitative approach, with data collection techniques including observation, documentation, and interviews. The results indicated that the implementation of service policies at SAMSAT Kuningan had generally proceeded adequately based on indicators of policy content and implementation context. However, several operational challenges persisted, including information system disruptions, suboptimal use of digital services by some members of the public, and complaints regarding service responsiveness. Inter-agency cooperation, availability of service facilities, and digital service innovations were identified as key supporting factors in implementation.
References
Ardiani, K., & Nasution, M. L. I. (2025). Analysis of the effectiveness strategy of e-Samsat in increasing motor vehicle tax revenue at the Kisaran Pependa UPTD. Al-Kharaj: Journal of Islamic Economic and Business, 7(4).
Ashari, & Sallu, S. (2023). Digitalisasi kualitas pelayanan publik di Dinas Kependudukan dan Pencatatan Sipil. Remik: Riset dan E-Jurnal Manajemen Informatika Komputer, 7(1), 342–351.
Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). SAGE Publications.
Djafar, R., & Sunae, U. (2022). Responsivitas pelayanan publik: Studi kasus pelayanan pasien BPJS Rumah Sakit Umum Daerah Kabupaten Pohuwato. Politik dan Sosial Kemasyarakatan, 14(1), 99–112.
Fadhilah, R., Wijaya, B., & Santoso, T. (2025). Efektivitas program pemutihan pajak kendaraan bermotor dalam meningkatkan pendapatan asli daerah Kota Padang. Jurnal Kebijakan Fiskal Daerah, 9(1), 78–95.
Fauzi, A. R., & Hakim, A. (2024). Digitalisasi terhadap pelayanan publik: Implementasi digitalisasi terhadap pelayanan publik di Pemerintah Kota Kediri dan Kabupaten Jember. Kolaboratif Sains, 7(10), 3727–3734. https://doi.org/10.56338/jks.v7i10.6146
Fitriani, R. (2020). Kualitas pelayanan publik pada Kantor SAMSAT Kabupaten Bogor: Analisis dimensi konteks implementasi dan SERVQUAL. Jurnal Ilmu Administrasi Publik, 8(2), 112–128.
Grindle, M. S. (1980). Politics and policy implementation in the Third World. Princeton University Press.
Guruh, S., Yanwar, & Suhartini. (2024). Analisis kualitas pelayanan publik menggunakan metode service quality dan importance performance analysis pada Kantor Kecamatan Soko, Kabupaten Tuban. Riset Sains dan Teknologi, 8(2), 115–126.
Khumayah, S. (2024). Understanding of the state civil apparatus on the Corruption Perception Index in Indonesia. Jurnal Polisci, 1(5), 219–222. https://doi.org/10.62885/polisci.v1i5.281
Kurniawan, A. (2021). Efektivitas implementasi SAMSAT online di Provinsi Jawa Timur: Studi komparatif daerah urban dan semi-rural. Jurnal Kebijakan Publik, 12(1), 45–63.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). SAGE Publications.
Narayana, A. A. N. S., Wijaya, K. A. S., & Veratiani, G. A. (2025). Implementasi kebijakan e-Samsat dalam meningkatkan kepatuhan wajib pajak kendaraan bermotor di Kota Denpasar. Socio-Political Communication and Policy Review, 2(6).
Nurlaela, S. (2022). Analisis implementasi kebijakan pajak kendaraan bermotor di Kabupaten Ciamis menggunakan model Grindle. Jurnal Administrasi Pemerintahan Daerah, 14(3), 77–94.
Pangestu, H. S., Wijaya, K. A. S., & Yudartha, I. P. D. (2025). Implementasi layanan inovasi SAMSAT keliling dalam meningkatkan pelayanan pembayaran pajak kendaraan bermotor di Kantor SAMSAT Bersama Denpasar. Socio-Political Communication and Policy Review, 2(5).
Pratama, R., & Suryani, R. A. (2025). Effectiveness of the vehicle mutation service process in the One-Stop Administration System (SAMSAT) of Ogan Ilir Regency, South Sumatra Province. Jurnal Dialektika: Jurnal Ilmu Sosial, 23(3), 376–390.
Rahman, D. R., & Kurniati, P. S. (2024). Public services of tax administration e-Samsat program in West Java. International Journal of Computer in Law & Political Science, 4, 1–9.
Rahmat, F. (2019). Implementasi kebijakan pelayanan SAMSAT drive-thru di Kota Makassar: Perspektif Grindle. Jurnal Governansi, 5(1), 33–47.
Riofita, H. (2018). Analisis pelayanan prima dan kualitas pelayanan Badan Pelayanan Perizinan Terpadu Provinsi Riau. Pendidikan Ekonomi, Manajemen dan Keuangan, 2(1), 29–48.
Salsabila, A. S., & Khumayah, S. (2026). Effectiveness of the Kuningan SAMSAT service: Responding to the challenges of productivity and public satisfaction. Asian Journal of Social and Humanities, 4(6), 2742–2750.
Santoso, B. (2018). Pengaruh kepemimpinan terhadap kinerja pelayanan publik: Studi kasus SAMSAT Kota Bandung. Jurnal Manajemen Pelayanan Publik, 1(2), 58–74.
Sutmasa, Y. G. (2021). Memastikan efektivitas implementasi kebijakan publik. Cakrawalarti, 4(1), 25–36.
Wulandari, S., & Nurarpenia, N. (2021). Implementasi kebijakan ruang terbuka hijau di Kota Cirebon berdasarkan Peraturan Menteri Pekerjaan Umum Nomor 05 Tahun 2008 tentang pedoman penyediaan dan pemanfaatan ruang terbuka hijau kawasan perkotaan. 32(3), 167–186.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Adinda Salwa Salsabila, Siti Khumayah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
