Implementation of E-Ticketing System Policy at Purabaya Terminal in Suppressing Brokerage Activities

Rendra Andhika Ananta M.D Rizky; Amirul Mustofa; Zainal Fatah

doi:10.55927/ijis.v5i3.15

Authors

Rendra Andhika Ananta M.D Rizky Universitas Dr. Soetomo, Surabaya
Amirul Mustofa Universitas Dr. Soetomo, Surabaya
Zainal Fatah Universitas Dr. Soetomo, Surabaya

DOI:

https://doi.org/10.55927/ijis.v5i3.15

Keywords:

Implementation Policy, E-Ticketing, Public Services, Ticket Sales, Purabaya Terminal

Abstract

The implementation of the e-ticketing system policy is one of the government's efforts to improve the quality of public transportation services and suppress the practice of ticket brokerage that is detrimental to the community. Purabaya Terminal as the largest type A terminal in East Java still faces a classic problem in the form of ticket brokerage activities that interfere with convenience, security, and transparency of services. This study aims to analyze the implementation of the e-ticketing system policy at Purabaya Terminal and assess its effectiveness in suppressing ticket brokerage practices. This study uses a qualitative descriptive approach with data collection techniques through in-depth interviews, observations, and documentation. The research informants include the Land Transportation Management Center (BPTD), terminal operational officers, e-ticketing technology providers, and transportation service users. Data analysis was carried out using George C. Edward III's policy implementation theory which includes aspects of communication, resources, executive disposition, and bureaucratic structure. The results of the study show that the implementation of the e-ticketing system at Purabaya Terminal in general has been quite effective in increasing service transparency and limiting the space for ticket brokerage practices. Communication policy aspects have been carried out through various media and direct assistance, but have not fully reached all users. In terms of resources, human resources are relatively adequate, but technological infrastructure still faces technical obstacles. The disposition of the implementers shows a positive attitude and commitment to policy objectives, while the bureaucratic structure is supported by clear standard operating procedures, although coordination between units still needs to be strengthened. This study concludes that the success of e-ticketing policies is highly dependent on the quality of overall policy implementation. Strengthening communication policies, improving technological infrastructure, developing the capacity of implementers,As well as effective bureaucratic coordination is needed so that the e-ticketing system can function optimally as an instrument for controlling transactions and improving the quality of public transportation services in a sustainable manner

References

Adibowo, R., Rahadi, & Liu, R. (2023). IMPLEMENTATION OF COMMUNITY-BASED ANDROID APPLICATION TO ACCOMODATE PUBLIC ASPIRATION IN ECONIMIC ACTIVITIES IN INDONESIA. JOURNAL OF EASTERN EUROPEAN AND CENTRAL ASIAN RESEARCH Vol.10, 10(1), 104–113. https://ieeca.org/journal/index.php/JEECAR/article/view/1068

Agung, & Tukiman. (2024). Arus Jurnal Sosial dan Humaniora ( AJSH ) Pelaksanaan SAKIP dalam Upaya Peningkatan Kualitas Pelayanan di.

Amirullah, I., Natsir, N., & Soebarini, S. Z. (2024). The Role of Bureaucratic Structure in the Implementation of The Domestic Wastewater Management Policy in Makassar City. International Journal of Economics and Management Research, 3(1), 154–169. https://doi.org/10.55606/ijemr.v3i1.171

Asmara, A., Wahyurudhanto, A., & Sutrisno. (2020). Penegakan Hukum Lalu Lintas Melalui Sistem e-Tilang. Jurnal Ilmu Kepolisian, 13(3), 16. https://doi.org/10.35879/jik.v13i3.188

Aspers, P., & Corte, U. (2019). What is Qualitative in Qualitative Research. 1, 139–160.

Astuti, T. D., Ramdani, E. M., Gedeona, H. T., & Maulana, R. R. (2025). Policy Implementation of Rumah Dataku Development for Quality Family Village in Kiaracondong Sub-district, Bandung City, Indonesia. Jurnal Pemerintahan Dan Kebijakan (JPK), 6(3), 139–150. https://doi.org/10.18196/jpk.v6i3.24308

Damayanti, I., Zainal, N. H., & Afrisal, A. F. (2023). Implementasi Kebijakan Transportasi Umum Teman Bus Trans Mamminasata Di Kota Makassar. Publician: Journal of Public Service, Public Policy, and Administrastion, 2(2), 114–122. https://doi.org/10.56326/jp.v2i2.4128

Fitriana, L., & Arif, L. (2024). Implementasi Smart Governance Dalam Pelayanan Administrasi Kependudukan Di Kota Surabaya (Studi Kasus: Di Kecamatan Benowo). 10(September), 1–23.

Hidayat, A., & Kemala, F. (2022). Implementation of State Property Management Policy At the Secretariat General of the General Election Supervisory Agency Republic of Indonesia. JILPR Journal Indonesia Law and Policy Review, 3(2), 45–52. https://doi.org/10.56371/jirpl.v3i2.59

Hudson, B., Hunter, D., & Peckham, S. (2019). Policy failure and the policy-implementation gap : can policy support programs help ? Policy Design and Practice, 2(1), 1–14. https://doi.org/10.1080/25741292.2018.1540378

Jeilani, A., Ahmed, S. A., & Arabow, A. (2025). Understanding e-government adoption among government employees: the mediating role of perceived attitude across key predictors. Discover Sustainability, 6(1). https://doi.org/10.1007/s43621-025-01592-0

Kurniawan, B., & Qomaruddin. (2021). Implementasi Kebijakan Pengadaan Barang Dan Jasa Secara Elektronik Pada Pemerintah Kota Surabaya. Publika, 3, 257–266.

Kusnaidi, Madya, & Zubaidah. (2022). Implementasi Kebijakan Pengelolaan Air Limbah Domestik Di Kabupaten Natuna. Jurnal Ilmu Sosial Dan Pendidikan (JISIP), 6(2), 2593–2603.

Mubarok, S., Zauhar, S., Setyowati, E., & Suryadi. (2020). Policy Implementation Analysis: Exploration of George Edward III, Marilee S Grindle, and Mazmanian and Sabatier Theories in the Policy Analysis Triangle Framework. Journal of Public Administration Studies, 005(01), 33–38. https://doi.org/10.21776/ub.jpas.2020.005.01.7

Nurrahman, A., & Dasilva, M. M. (2020). Policy Implementation of One Door Integrated Service in Kendari City. TRANSFORMASI: Jurnal Manajemen Pemerintahan, 12(1), 72–92. https://doi.org/10.33701/jtp.v12i1.818

Prabawa, P. G., Warsono, H., & Dwimawanti, I. H. (2021). Faktor Pendorong dan Penghambat Implementasi Kebijakan Pusat Kontrol Penegakan Pelanggaran Elektronik Lalu Lintas. Perspektif, 10(1), 18–25. https://doi.org/10.31289/perspektif.v10i1.3918

Priyono, J., & Vioren, F. (2023). Survei Kepuasan Masyarakat Terhadap Layanan Publik Pada Dinas Kependudukan Dan Catatan Sipil Kota Surabaya. GEMAH RIPAH: Jurnal Bisnis, 03(04), 11–29. https://aksiologi.org/index.php/gemahripah/article/view/1466%0A https://aksiologi.org/index.php/gemahripah/article/download/1466/985

Ranita, K. M. I., & Prabawati, N. P. A. (2024). Efektivitas Program Kamplid Generalition Dalam Peningkatan Pelayanan Administrasi Kependudukan Di Klurahan Wojekerto Kecamatan Tegalsari Kota Surabaya. Dinamika: Jurnal Ilmiah Ilmu Administrasi Negara, 11, 175–183.

Renanda, A. A., & Rosidin, A. (2025). Efektivitas Pelayanan Digital Dalam Mempermudah Birokrasi Dan Pengelolaan Data Publik. 1(8), 1651–1657. https://ejournal.amirulbangunbangsapublishing.com/index.php/jpnmb/index

Rijali, A. (2018). Analisis Data Kualitatif. 17(33), 81–95.

Rispawati, D., Pradnyani, I. G. A. A., Rahayu, N., & Doraq, M. Y. (2024). Analisis Penerapan E-Ticketing Sebagai Upaya Peningkatan Kepuasan Pengguna Jasa PT. ASDP Indonesia Ferry (Persero) Cabang Lembar. Jurnal Administrasi Dan Manajemen, 14(3), 319–326. https://doi.org/10.52643/jam.v14i3.4781

Saepudin, D. Y., Muksin, N. N., Nugraha, I., & Adimiharja, R. (2025). Implementasi Kebijakan Penurunan Stunting di Kota Sukabumi. PANDITA: Interdisciplinary Journal of Public Affairs, 8(1), 135–148. https://doi.org/https://doi.org/10.61332/ijpa.v8i1.264

Sager, F., & Gofen, A. (2022). The polity of implementation: Organizational and institutional arrangements in policy implementation. Governance Wiley, 35(2), 347–364. https://doi.org/10.1111/gove.12677

Simatupang, R. A., Tampubolon Gaby P.F, Pane, I. H., & Rinaldi, M. (2025). The Impact of E-ticketing Implementation and Service Quality on Kai-Access Application User Satisfaction. Outline Journal of Management and Accounting, 4(2), 88–97. https://doi.org/10.61730/670ky064

Wardhana, Y. (2021). IMPLEMENTASI KEBIJAKAN LALU LINTAS BERBASIS ELEKTRONIK SEBAGAI PENEGAKAN HUKUM DI ERA DIGITAL. 1.

Wijaya, S. S., Setyoko, P. I., & Rosyadi, S. (2018). Kebijakan Pengelolaan Transportasi Publik di Purwokerto The Policy Of Public Transportation Management In Purwokerto. Jurnal Litbang Provinsi Jawa Tengah, Volume, 16(1), 17–26.