Analisis Pengaruh BPM Culture dan Inovasi Digital terhadap Standar Operasional Prosedur: Studi Kualitatif Multikasus Dispendukcapil di Jawa Timur

Fadhilah, Millatina (2025) Analisis Pengaruh BPM Culture dan Inovasi Digital terhadap Standar Operasional Prosedur: Studi Kualitatif Multikasus Dispendukcapil di Jawa Timur. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Transformasi digital dalam administrasi kependudukan bertujuan untuk meningkatkan efisiensi dan efektivitas layanan publik, salah satunya melalui penerapan Business Process Management (BPM). BPM berperan penting dalam merancang, mengelola, dan mengendalikan proses bisnis agar berjalan sesuai dengan standar yang telah ditetapkan. Salah satu aspek utama dalam BPM adalah kepatuhan terhadap Standar Operasional Prosedur (SOP), yang menjadi acuan dalam pelaksanaan layanan administrasi kependudukan. Di sisi lain, hadirnya digital innovation mendorong percepatan pelayanan dan menuntut adanya fleksibilitas dalam pelaksanaan prosedur di lapangan.
Namun, dalam praktiknya, tantangan tetap ditemukan, khususnya di sektor publik yang memiliki struktur birokrasi kompleks dan dinamika pelayanan yang beragam. Penelitian ini bertujuan untuk menganalisis kepatuhan pegawai terhadap SOP serta bagaimana BPM culture dan digital innovation memengaruhi perilaku prosedural di Dispendukcapil Kabupaten Mojokerto dan Gresik.
Penelitian ini menggunakan pendekatan kualitatif dengan metode studi kasus eksploratif, melibatkan 10 informan, dan dianalisis menggunakan teknik tematik berbasis metodologi Gioia. Hasil penelitian menunjukkan bahwa kepatuhan pegawai bersifat situasional dan adaptif, dipengaruhi oleh nilai-nilai BPM culture yang berorientasi pada pelanggan serta tuntutan percepatan layanan digital. Pegawai melakukan penyesuaian prosedur secara pragmatis sesuai dengan kondisi pelayanan di lapangan, sehingga terbentuk pola kepatuhan berbasis hasil (outcome-based compliance). Temuan ini memberikan kontribusi konseptual terkait interaksi antara BPM culture dan digital innovation dalam membentuk kepatuhan prosedural, serta menawarkan rekomendasi strategis bagi pemerintah daerah dalam menyelaraskan pembaruan SOP dengan dinamika layanan digital.
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The digital transformation of population administration services aims to improve the efficiency and effectiveness of public services, one of which is through the implementation of Business Process Management (BPM). BPM plays a vital role in designing, managing, and controlling business processes to ensure they operate according to established standards. One key aspect of BPM is compliance with Standard Operating Procedures (SOP), which serves as a guideline for delivering population administration services. At the same time, the emergence of digital innovation demands faster services and procedural flexibility in operational practices.
However, challenges persist, especially in the public sector, which is characterized by complex bureaucratic structures and dynamic service conditions. This study aims to analyze employee compliance with SOPs and examine how BPM culture and digital innovation influence procedural behavior at the Population and Civil Registration Offices of Mojokerto and Gresik. This research adopts a qualitative approach using an exploratory case study involving 10 informants and applies thematic analysis based on the Gioia methodology.
The findings reveal that employee compliance tends to be situational and adaptive, shaped by customer-oriented BPM culture values and the pressures of accelerating digital services. Employees pragmatically adjust procedures according to service conditions, resulting in outcome-based compliance patterns. This study offers a conceptual contribution by mapping the interaction between BPM culture and digital innovation in shaping procedural compliance, while providing strategic recommendations for local governments to align SOP updates with the dynamics of digital service transformation.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Business Process Management, BPM culture, kepatuhan SOP, digital innovation, administrasi kependudukan.
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 59101-(S2) Master Thesis
Depositing User:	Millatina Fadhilah
Date Deposited:	25 Jul 2025 07:50
Last Modified:	25 Jul 2025 07:50
URI:	http://repository.its.ac.id/id/eprint/121422

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