Analyzing the Role of the @sapawarga_jabar Twitter Account in Advancing Digital-Based Public Services towards Smart City Development in West Java Province, Indonesia

Abstract

This study analyzes the impact of the @sapawarga_jabar Twitter account on digital-based public services for smart city development in West Java, Indonesia. Using a qualitative approach, the study examines the content and effectiveness of the Twitter account in delivering public services. Data analysis is conducted using the @sapawarga_jabar Twitter account and Nvivo 12 Plus software. Findings demonstrate that the account provides services related to car tax payments, employment, health information, and regional infrastructure development. Engagement rates peaked in March 2022, indicating active user participation and information dissemination. The study also identifies both positive and negative impacts, highlighting improved access to services and limitations due to internet access. Overall, the research contributes insights into the role of social media in enhancing digital public services for smart city initiatives in West Java. These findings can guide policymakers in optimizing social media platforms for effective public service delivery and smart city development.