EVALUATION OF INTEGRITY ZONES IN IMPROVING SERVICES IN THE WORK UNITS OF THE EAST JAVA PROVINCIAL GOVERNMENT

The Integrity Zone (IZ) is a bureaucratic reform concept that aims to create clean, transparent, and corruption-free governance. This program is implemented as a strategic step to improve accountability, efficiency, and quality of public services in government institutions. The implementation of the Integrity Zone (IZ) in the East Java Provincial Government plays an important role in increasing public satisfaction with public services. The purpose of the research is to evaluate the implementation of IZ in improving public services in the work units of the East Java Provincial Government, including its impact on service efficiency, public trust, and service innovation. The type of research used is qualitative descriptive, with interview, observation, and document analysis methods. The Theory and Indicators used in this study refer to the Service Satisfaction Theory (Parasuraman, Zeithaml, and Berry) which includes the dimensions of tangibility, reliability, responsiveness, assurance, and empathy. The results of the study show that the implementation of the Integrity Zone (IZ) in the East Java Provincial Government has succeeded in improving the quality of public services through bureaucratic reform that emphasizes the principles of integrity, efficiency, and transparency. The implementation of the Integrity Zone, especially through the digitization of services such as e-Samsat and e-Government, has accelerated public access to various administrative services. Recommended solutions include improving employee competence, expanding digitalization, and strengthening community participation in service evaluation. Also, community participation in service supervision and evaluation needs to be strengthened through more accessible complaint and survey channels.