Tackling the E-Commerce Frontier: Navigating Public Service Challenges Amidst the Pandemic

Miftakhul Jannah; Slamet  Muchsin; Hayat

Miftakhul Jannah Islamic University of Malang, Indonesia
Slamet Muchsin Islamic University of Malang, Indonesia
Hayat Islamic University of Malang, Indonesia

Keywords: Challenges, E-commerce, Public services, Pandemic.

Abstract

The COVID-19 pandemic has brought significant challenges to public services, including limitations on face-to-face interactions. As a result, e-commerce has emerged as a potential solution to provide public services online. This study aims to identify the challenges and variables in implementing e-commerce for public services during the pandemic in Indonesia. The study uses a literature review method, which includes collecting data through documentation and online data tracking. The data collected were analyzed to identify the challenges and variables in implementing e-commerce for public services during the pandemic. The study found that the challenges in implementing e-commerce for public services during the pandemic in Indonesia include technical issues, lack of infrastructure, limited citizen support, and legal regulations. The variables that affect the implementation of e-commerce for public services include quality of service, efficiency, and adequate infrastructure. The implementation of e-commerce for public services during the pandemic in Indonesia faces various challenges and requires improvements in quality of service, efficiency, and infrastructure. The study suggests that the government and e-commerce marketplaces should work together to address these challenges and improve the implementation of e-commerce for public services.

References

Adnan, H. R., Hidayanto, A. N., & Kurnia, S. (2021). Citizens’ or government’s will? Exploration of why indonesia’s local governments adopt technologies for open government. Sustainability (Switzerland), 13(20), 1–27. https://doi.org/10.3390/su132011197

Aji, P. M., Nadhila, V., & Sanny, L. (2020). Effect of social media marketing on instagram towards purchase intention: Evidence from Indonesia’s ready-to-drink tea industry. International Journal of Data and Network Science, 4(2), 91–104. https://doi.org/10.5267/j.ijdns.2020.3.002

Al-Khalidi Al-Maliki, S. Q. (2021). Increasing non-oil revenue potentiality through digital commerce: the case study in KSA. Journal of Money and Business, 1(2), 65–83. https://doi.org/10.1108/jmb-07-2021-0022

Al Tamer, M. (2021). the Advantages and Limitations of E-Commerce To Both Customers & Businesses. BAU Journal - Creative Sustainable Development, 2(2), 1–11. https://doi.org/10.54729/2789-8334.1043

Alkhalifah, A., Alorini, F., & Alturki, R. (2022). Enhancement of E-commerce Service by Designing Last Mile Delivery Platform. Computer Systems Science and Engineering, 42(1), 49–67. https://doi.org/10.32604/CSSE.2022.021326

Chawla, N., & Kumar, B. (2021). E-Commerce and Consumer Protection in India: The Emerging Trend. Journal of Business Ethics, 180(2), 581–604. https://doi.org/10.1007/s10551-021-04884-3

Dewi, D. P., & Lusikooy, A. E. (2024). E-commerce Transformation in Indonesia : Innovation and Creative Destruction. Nation State: Journal of International Studies, 6(2), 117–138. https://doi.org/10.24076/nsjis.v6i2.1304

Ed-Dafali, S., Al-Azad, M. S., Mohiuddin, M., & Reza, M. N. H. (2023). Strategic orientations, organizational ambidexterity, and sustainable competitive advantage: Mediating role of industry 4.0 readiness in emerging markets. Journal of Cleaner Production, 401, 1–12. https://doi.org/10.1016/j.jclepro.2023.136765

Engkus, Aditiya, A. P. A., Lestari, C. D., & Alhuda, E. F. (2023). Implementation Of New Service Development In The Electronic-Based Government System (Spbe) In Sumedang Regency. Jurnal Dialektika: Jurnal Ilmu Sosial, 21(3), 45–54.

Hobbis, S. K., & Hobbis, G. (2022). Non-/Human Infrastructures and Digital Gifts: The Cables, Waves and Brokers of Solomon Islands Internet. Ethnos, 87(5), 851–873. https://doi.org/10.1080/00141844.2020.1828969

Kadarisman, M., Wijayanto, A. W., & Sakti, A. D. (2022). Government Agencies’ Readiness Evaluation towards Industry 4.0 and Society 5.0 in Indonesia. Social Sciences, 11(8), 1–18. https://doi.org/10.3390/socsci11080331

Lapuente, V., & Van de Walle, S. (2020). The effects of new public management on the quality of public services. Governance, 33(3), 461–475. https://doi.org/10.1111/gove.12502

Lim, D. H., & Lee, D. W. (2021). Non-face-to-face public services and perceptions of public organizations. Sustainability (Switzerland), 13(21), 1–15. https://doi.org/10.3390/su132112185

Lin, L., & Shek, D. T. L. (2021). Serving children and adolescents in need during the covid-19 pandemic: Evaluation of service-learning subjects with and without face-to-face interaction. International Journal of Environmental Research and Public Health, 18(4), 1–16. https://doi.org/10.3390/ijerph18042114

Melinda, V., Anjani, S. A., & Ridwan, M. (2023). Startupreneur Business Digital ( SABDA ) A Platform Based Business Revolution Activates Indonesia ’ s Digital Economy. Startupreneur Business Digital (SABDA Journal), 2(2), 155–171.

Nanda, A., Xu, Y., & Zhang, F. (2021). How would the COVID-19 pandemic reshape retail real estate and high streets through acceleration of E-commerce and digitalization? Journal of Urban Management, 10(2), 110–124. https://doi.org/10.1016/j.jum.2021.04.001

Pregowska, A., Masztalerz, K., Garlińska, M., & Osial, M. (2021). A worldwide journey through distance education—from the post office to virtual, augmented and mixed realities, and education during the covid-19 pandemic. Education Sciences, 11(3), 1–26. https://doi.org/10.3390/educsci11030118

Roggeveen, A. L., & Sethuraman, R. (2020). Customer-Interfacing Retail Technologies in 2020 & Beyond: An Integrative Framework and Research Directions. Journal of Retailing, 96(3), 299–309. https://doi.org/10.1016/j.jretai.2020.08.001

Santoso, E. (2022). Opportunities and Challenges: E-Commerce in Indonesia from a Legal Perspective. Jurnal Penelitian Hukum De Jure, 22(3), 395–410. https://doi.org/10.30641/dejure.2022.v22.395-410

Setiawan, A., Nailul Muna, A., Arumi, E. R., & Sukmasetya, P. (2020). The Growth Electronic Commerce Technology and User Interface in Indonesia. Test Engineering and Management, 83, 16819–16827.

Surbakti, S. T. T., Tjondro, E., & Pontjoharyo, W. (2023). Analysis of the Implementation of Tax Incentives In The Form of Tax Allowance And Tax Holiday In Indonesia Compared To Thailand. Jurnal Ekonomi, 12(03), 1558–1565.

Zhang, J. (2020). Transport policymaking that accounts for COVID-19 and future public health threats: A PASS approach. Transport Policy, 99, 405–418. https://doi.org/10.1016/j.tranpol.2020.09.009