Vol. 2 No. 1 (2026): February
Articles

ACCELERATING DIGITAL ADMINISTRATIVE TRANSFORMATION TO ACHIEVE AGILE PUBLIC SERVICES AT DR. MOHAMMAD ZYN REGIONAL HOSPITAL

PDF
  • Ika Mareta Jaya Rukmi,
  • Nihayatus Sholicah,
  • Widyawati
Ika Mareta Jaya Rukmi
Universitas Dr. Soetomo
Nihayatus Sholicah
Universitas Dr. Soetomo
Widyawati
Universitas Dr. Soetomo

Published 2026-02-28

Keywords

  • Digital Transformation, Public Service Agility, Digital Leadership, Digital Inclusivity, RSUD dr. Mohammad Zyn

Abstract

This study analyzes the strategies for accelerating digital administrative transformation to achieve public service agility at RSUD dr. Mohammad Zyn, Sampang Regency. In the era of technological disruption, shifting from conventional bureaucracy to progressive digital governance is essential to eliminate bureaucratic hurdles such as long queues and unclear medical schedules. The research focuses on evaluating how digital leadership and digital inclusivity transform the hospital into a more agile, responsive, and humanistic organization. Using a qualitative descriptive method, data were gathered through participatory observation, in-depth interviews, and documentation studies involving informants from management to service users. The findings indicate that the success of digital transformation is heavily determined by digital leadership's capacity to mitigate internal resistance. Leaders act as catalysts by transforming employee appreciation into support through re-skilling, psychological incentives, and debureaucratization that simplifies data input procedures. Furthermore, organizational agility improves when technology is positioned as a tool to refocus medical personnel on patient care rather than administrative burdens. Externally, the study highlights the importance of digital inclusivity in bridging the digital divide within the local community, addressing systemic barriers such as linguistic hurdles for agrarian populations, lack of accessibility for people with disabilities, and logistical challenges in rural areas. Ultimately, healthcare service agility at RSUD dr. Mohammad Zyn is achieved through a holistic approach that synchronizes technological sophistication with human resource readiness and inclusive design standards. Digitalization serves not merely as a physical modernization but as a primary driver for creating sustainable public value for all citizens.

PDF

References

  1. Afandi, A., Fatah, Z., Roekminiati, S., & Pramudiana, I. D. (2025). Inovasi Layanan Publik dalam Era Digital : Tinjauan Persepsi Generasi Muda pada Samsat Digital di Lumajang. Alaslan. (2023). Qualitative Research Methods.
  2. Arsyat, A., & Mokodompit, E.A. (2025). Digital Intelligence and Strategic Agility in Public Sector Human Resource Management: A Conceptual Review and Policy Implications. RIGGS: Journal of Artificial Intelligence and Digital Business, 4(4), 7547–7553. https://doi.org/10.31004/riggs.v4i4.4834
  3. Artha, AD, Nurasa, H., & Candradewini, C. (2023). Collaboration in the Implementation of Village Waste Management Policy in West Pasaman Regency: Seeing Opportunities and Policy Innovations. Matra Pembaruan, 7(1), 25–36. https://doi.org/10.21787/mp.7.1.2023.25-36
  4. Arya Wijaya, M. (nd). The Constitutional Function of the DPR from the Perspective of People's Rights: Between Representation and Resistance. In Journal Evidence of Law (Vol. 4, Issue 2).
  5. CAHYONO, H., SUTANTRI, & MALA, IK (2023). Development of a Digital-Based Inclusive Business Model for Community Economic Empowerment Through Baitul Maal Wal Tamwil (BMT).
  6. Hat, P., Sunarto, & Nenobais, H. (2025). Arus Jurnal Sosial dan Humaniora (AJSH) The Influence of Agile Leadership on Organizational Agility through Organizational Culture (Study at the Directorate General of Population and Civil Registration, Ministry of Home Affairs). 5(3). http://jurnal.ardenjaya.com/index.php/ajshhttps://jurnal.ardenjaya.com/index.php/ajsh
  7. Herlina, A., & Katuuk, H. (2023). The Importance of Innovation in Public Administration Services in the Era of Disruption. 3(6).
  8. Mustoha, M., Sikki, N., Fadhilah, M., Supriadi, D., Wahyudin, W., Wardana, H., Istyadzah, M., Prabowo, ESA, Alif, DF, & Silalahi, J. (2025). Implementation of Information Technology-Based Services in Realizing Excellent Services in Hospitals. RIGGS: Journal of Artificial Intelligence and Digital Business, 4(3), 1915–1921. https://doi.org/10.31004/riggs.v4i3.2251
  9. Nasrudin, Amalya, Andi Adhe, Anto, Rola Pola, Ayuni, N., & Basir, S. (2026). Public Management Theory, Practice and Contemporary Challenges.
  10. Prayogi, A., & Arif Kurniawan, M. (2024). Complex: National Multidisciplinary Journal of Qualitative and Quantitative Approaches: A Review.
  11. Restiani Widjaja, Y., Maharani, D., & Indah Setiati Putri, P. (2025). Scope of Organizational Theory in Health Services. Journal of Social and Science (SOSAINS), 5(6).
  12. Rina, S., & Frinaldi, A. (2025). Implementation of Innovation Through "Integrated Marriage Administration Services" Lantern at the West Pasaman Regency Population and Civil Registration Office. In Journal of Social Sciences and Humanities (Isora) (Vol. 3). https://isora.safar.id/index.php/isora
  13. Rizky, Ghina Gharliza. (2025). Analysis of the Strategy for Accelerating the Transformation of the National Digital Economy GHINA GHARLIZA RIZKY.
  14. Rusmalinda, R., Mawardah, K., & Rejeki, S. (2023). PURPOSIVE SAMPLING TECHNIQUE GUIDANCE IN BIOLOGY COURSES AT MADRASAH ALiyah DARUL AMAL METRO LAMPUNG.
  15. Sarjito, A. (2023). The Impact of Digitalization of Rural Administration in Developing Countries. SCIENTIFIC JOURNAL OF ADMINISTRATIVE SCIENCE, 13(2), 106–124. https://doi.org/10.33592/jiia.v13i2.3814
  16. Suherman, Divanda Erielya, & Riyanda, Trenda Aktiva Okta. (2025). The Effectiveness of E-Health in Improving Public Services at the Sawahan Community Health Center in Surabaya City. Journal of Social Sciences Research, 02. https://doi.org/10.5281.zenodo.15614949
  17. Susanianto, B. (2024). Analysis of the Role of Digital Leadership in Digital Transformation in the Public Sector.
  18. Syafira, AC, Suryani Siregar, J., Farashati, JI, Ramadiah, PS, Megarani, S., & Purba, H. (2024). SUCCESS FACTORS IN IMPLEMENTATION OF HOSPITAL MANAGEMENT INFORMATION SYSTEM (SIMRS). In Health Care: Jurnal Kesehatan (Vol. 13, Issue 2).
  19. Tulungen, E., Maramis, J., Saerang, D., Tulungen, EE, Saerang, DP, Maramis, JB, Doctoral Study of Management Science, P., Economics and Business, F., & Kunci, K. (2022). DIGITAL TRANSFORMATION: ROLE OF DIGITAL LEADERSHIP. 1116 EMBA Journal, 10(2), 1116–1123.
  20. Ummu Adila, Dendy Patrija W, & Kresna Adhi Prahmana. (2025). Innovation in Population Administration Services Through the Seblak Program (Baby Birth Certificate, Birth Certificate, and Family Card) at Dr. Mohammad Zyn Hospital. RESEARCH JOURNAL OF EDUCATIONAL SCIENCE CLUSTER, 4(2), 481–509. https://doi.org/10.55606/jurripen.v4i2.5713
  21. Utami, P. (2023). TRANSFORMATION OF PUBLIC ADMINISTRATION: INNOVATION AND ADAPTATION TOWARDS EFFICIENCY AND QUALITY PUBLIC SERVICES.
  22. Vera Nurfajriani, W., Ilhami, MW, Mahendra, A., Sirodj, RA, Afgani, W., Negeri, UI, Fatah, R., & Abstract, P. (2024). Data Triangulation in Qualitative Data Analysis. Wahana Pendidikan Scientific Journal, 10(17), 826–833. https://doi.org/10.5281/zenodo.13929272
  23. Wahyuni, I., Yoki Sanjaya, G., Istiqlal, H., Sulistiyowati, D., Mutamakin, A., & Sitompul, T. (2023). The Importance of System and ICT Infrastructure Components in Supporting Digital Transformation in Hospitals. In Journal of Information Systems for Public Health: Vol. VIII (Issue 3).
  24. Zahra, A. (2023). Digital Economy Inclusiveness in the Southeast Asian Region in the ASEAN Chairmanship 2023.
  25. SOSIAL: Jurnal Ilmiah Pendidikan IPS, 3(3), 265–289.
  26. Ahmadi, M. A. (2024). Manajemen Strategi Dalam Meningkatkan Loyalitas Nasabah Bank. Jurnal Manajemen Perbankan Keuangan Nitro (JMPKN), 1(2), 15–25.
  27. Ahmed, Y. Y., Kurniati, R. R., & Hardati, R. N. (2025). PENGARUH ATRIBUT PRODUK DAN NILAI-NILAI PRINSIP ISLAM TERHADAP LOYALITAS NASABAH (STUDI PADA BANK SYARIAH MANDIRI KCP MALANG SOEKARNO HATTA). Jurnal Keuangan, 1(1), 146–151.
  28. Alidha, M., Sar, A. P., Sopiatunnisa, R., Azzahra, A., & Nurhalizah, L. (2024). Analisis Dampak Digitalisasi Layanan Perbankan terhadap Loyalitas Nasabah di Era Revolusi Industri 4.0. Contemporary Journal of Applied Sciences (CJAS), 2(3), 203–216.
  29. Andraevi, R., Ismawanto, T., & Apriani, E. S. (2022). PERANAN CUSTOMER SERVICE DALAM PELAYANAN UNTUK MENINGKATKAN LOYALITAS NASABAH PADA PT BANK RAKYAT INDONESIA KANTOR CABANG BALIKPAPAN SUDIRMAN. JURNAL TUGAS AKHIR MAHASISWA AKUNTANSI POLTEKBA (JMAP), 1(1), 1–6.
  30. Aprilia, T. (2024). Analisis Penerapan Manajemen Strategi Pada PT . Bank BTPN Tbk Dalam Meningkatkan Loyalitas Nasabah. SINTAMA: Jurnal Sistem Informasi, Akuntansi dan Manajemen, 4(3), 372–379.
  31. Astuti, Y. W., Agriyanto, R., & Turmudzi, A. (2020). PENGARUH KUALITAS LAYANAN, NILAI NASABAH, KEPERCAYAAN, DAN KEPUASAN TERHADAP LOYALITAS NASABAH PENGGUNA LAYANAN MOBILE BANKING SYARIAH. JURNAL SAINS PEMASARAN INDONESIA, XIX(3), 134–158.
  32. Budianto, & Salim, A. (2024). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Loyalitas Melalui Kepuasan Nasabah pada PT. Permodalan Nasional Madani Cabang Bojonegoro. Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 5(6), 3150–3162.
  33. Hasyim, SiburiaN, D. A., Sigalingging, F., Lumbantoruan, M., & Sinaga, M. P. (2025). ANALISIS TRANSFORMASI DIGITAL PERBANKAN SEBAGAI UPAYA MEMBANGUN KEPERCAYAAN NASABAH MELALUI KEAMANAN DAN INOVASI TEKNOLOGI. Pendas: Jurnal Ilmiah Pendidikan Dasar, 10(3), 240–249.
  34. Kusnaedi, E., Sofiati, N. A., & Sudaryo, Y. (2021). ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DAN DAMPAKNYA TERHADAP LOYALITAS (Survey Nasabah Dana Pihak Ketiga Pada PT. Bank Mandiri (Persero) Tbk). JURNAL INDONESIA MEMBANGUN, 20(3), 1–10.
  35. Kusnanto, E., Rizal, M., & Permana, N. (2024). Transformasi Digital dalam Perbankan Syariah: Meningkatkan Inklusi Keuangan Melalui Edukasi dan Literasi Digital. Pelayanan Unggulan: Jurnal Pengabdian Masyarakat Terapan, 1(3), 137–145.
  36. Kusniati, & Saputra, A. (2020). FAKTOR-FAKTOR YANG MEMENGARUHI LOYALITAS NASABAH PADA BPR ARTHA PRIMA PERKASA DI KOTA BATAM. Jurnal EMBA, 8(3), 93–102.
  37. Masadah, Asngadi, & Singgih, C. T. (2020). PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH TABUNGAN BANK SYARIAH DI KABUPATEN JOMBANG YANG DIMEDIASI VARIABEL KEPUASAN. Jurnal Tabarru’ : Islamic Banking and Finance, 3(2), 20–30.
  38. Ningsih, N. S. I., & Khoiruddin, A. Y. (2023). FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH BANK SYARIAH INDONESIA. Jurnal Syarikah, 9(2), 197–208.
  39. Nisa, E. C., Arisanti, S. I., & Fauzi, A. (2025). STRATEGI DALAM MENINGKATKAN LOYALITAS NASABAH DI BANK SYARIAH INDONESIA KCP LUMAJANG IMAM BONJOL. KAMPUS AKADEMIK PUBLISING: Jurnal Rumpun Manajemen dan Ekonomi, 2(2), 129–134.
  40. Prasetyo, D. E., Cahyani, P. D., & Udayana, I. B. N. (2023). Pengaruh Kualitas Layanan dan Citra Merek Terhadap Loyalitas Nasabah BCA Syariah dengan Kepuasan Nasabah sebagai Variabel. Jurnal Hukum Ekonomi Syariah, 6(1), 55–67.
  41. Pratiwi, A., Nurbaiti, & Harahap, M. I. (2025). Pengaruh (Attitude, Attention, dan Action) Karyawan terhadap Loyalitas Nasabah pada Pt. Bank Sumut Kantor Cabang Syariah Medan Karya. Jurnal Inovasi Ekonomi Syariah dan Akuntansi, 2(1), 142–157.
  42. Rizieq, M. (2024). TRANSFORMASI LAYANAN PERBANKAN: DARI ANTRIAN PANJANG MENUJU BANKING IN YOUR POCKET. BanKu: Jurnal Perbankan dan Keuangan, 5(2), 76–89.
  43. Rusdi, Pramudiana, I. D., Ramadhan, F., & Kamariyah, S. (2025). Inclusiveness of BUMDes Services through Service Quality Based on the SERVQUAL Model : Case Study in Daha Utara District. Jurnal Hukum, Administrasi Publik dan Negara, 2(4), 233–245.
  44. Samsiyah, Sudrajat, B., Fadoli, Sodiq, H. J., & Ma’ruf, E. (2025). Transformasi Digital dalam Perbankan Syariah: Strategi, Tantangan, dan Peluang Menuju Era Keuangan Inklusif. Tijarah: Jurnal Ekonomi, Manajemen dan Bisnis Syariah, 2(4), 204–214. https://doi.org/10.61722/jrme.v1i3.1580
  45. Setyaningrat, D., Mushlihin, I. A., & Zunaidi, A. (2023). Strategi Digitalisasi untuk Mendorong Inklusi Keuangan Nasabah Bank Syariah: Pendekatan Technology Acceptance Model (TAM). Islamic Economics, Business, and Philanthropy, 2(1), 1–10.
  46. Sigit, K. N., & Soliha, E. (2017). KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH. Jurnal Keuangan dan Perbankan, 21(040), 157–168.
  47. Simanjuntak, H. M., Ginting, G., & Nurlaela, L. (2025). Membangun Loyalitas Nasabah di Era Digital: Peran Strategi Pemasaran Digital dan Kualitas Layanan Terhadap Kepercayaan Nasabah BNI Kantor Cabang Usu Medan. Journal of Accounting and Finance Management, 6(5), 2731–2746.
  48. Sudhartio, L., Yulfiswandi, & Anzarika. (2024). Analisa Faktor-Faktor yang Mempengaruhi Loyalitas dengan Kepuasan sebagai Mediasi pada Nasabah Prioritas Bank Syariah Indonesia di Kepulauan Riau. Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (Jebma), 4(1), 302–320.
  49. Triyanti, D., Kaban, R. F., & Iqbal, M. (2021). PERAN LAYANAN MOBILE BANKING DALAM MENINGKATKAN KEPUASAN DAN LOYALITAS NASABAH BANK SYARIAH. JURNAL MUHAMMADIYAH MANAJEMEN BISNIS, 2(1), 1–20.