Building a Cultural Model of Excellent Service at the Polytechnic Pelayaran Surabaya in welcoming the era of Society 5.0


  • Trisnowati Rahayu Politeknik Pelayaran Surabaya
  • Muhammad Dahri Politeknik Pelayaran Surabaya
  • Bugi Nugraha Politeknik Pelayaran Surabaya



Good governance, Work culture, Excellent Service, Society 5.0 era


Polytechnic Pelayaran Surabaya (POLTEKPEL) in 2019, As part of government services that have successfully gained recognition as a Zone of Integrity Free from Corruption (WBK), this agency continues to take steps to achieve the title of Clean and Serving Bureaucratic Area (WBBM), in accordance with the concepts of bureaucratic reform and good governance. After experiencing a period of becoming a WBK predicate from 2019 to mid-2023, Surabaya Poltekpel continues to develop and create new innovations so that it can achieve the WBBM title and build a culture of excellent service in welcoming the era of Society 5.0.The type of research used in this study is Mixed methods research, This research adopts a Mixed Methods Research approach that combines quantitative and qualitative methods in the process of data collection and analysis. This approach provides assumptions that make it possible to direct how to obtain data from both types of approaches. The results showed that there was a change in the mindset of public services towards the era of Society 5.0, Public services by utilizing technology that can improve the quality and efficiency of services the Surabaya Poltekpel institution environment has been implemented E-OFFICE,  Innovative Service: by developing innovation in providing better and more effective services, and the existence of data-based services and information openness so that it is necessary to create a model to build a culture of excellent service at the Surabaya Shipping Polytechnic, in welcoming the era  of Society 5.0


Download data is not yet available.


Anderson, C. (2023) ‘Understanding accountability in practice : Obligations, scrutiny, and consequences’, 41(December 2022), pp. 1–17. Available at:

Creswell J.W., Research Design (Pendekatan Kualitatif, Kuantitatif, dan Mixed), Edisi ke-3, terjemahan. Ahmad Fawaid, (Yogyakarta: Pustaka Pelajar, 2007)

Ha, L.T. (2022) ‘Are digital business and digital public services a driver for better energy security ? Evidence from a European sample’, Environmental Science and Pollution Research, pp. 27232–27256. Available at:

Hyytinen, A., Tuimala, J. and Hammar, M. (2022) ‘Enhancing the adoption of digital public services : Evidence from a large-scale field experiment’, Government Information Quarterly, 39(3), p. 101687. Available at:

Kolotouchkina, O., Abad, M.V. and Viniegra, L.M. (2023) ‘Digital Ageism : Emerging Challenges and Best Practices of Age ‐ Friendly Digital Urban Governance’, 11(3), pp. 6–17.

Marwan, A. and Bonfigli, F. (2022) ‘Detection of digital law issues and implication for good covernance policy in Indonesia’, 10(1), pp. 22–32.

Morgan, D. et al. (2022) ‘Transparency and accountability in digital public services : Learning from the Brazilian cases’, Government Information Quarterly, 39(2), p. 101680. Available at:

Nicholson, B. et al. (2022) ‘Digital public goods platforms for development : The challenge of scaling’, The Information Society, 38(5), pp. 364–376. Available at:

Noja, G. and Cr, A. (2023) ‘Advanced Modelling of the Interplay between Public Governance and Digital Transformation : New Empirical Evidence from Structural Equation Modelling and Gaussian and Mixed-Markov Graphical Models’.

Wouters, S. et al. (2023) ‘Strategies to advance the dream of integrated digital public service delivery in inter-organizational collaboration networks’, Government Information Quarterly, 40(1), p. 101779. Available at:

Zainal Arifin Mochtara, 1 and Kardiansyah Afkara (2022) ‘Bestuur’, Bestuur, 10(1), pp. 68–83.




How to Cite

Rahayu, T., Dahri, M., & Nugraha, B. (2023). Building a Cultural Model of Excellent Service at the Polytechnic Pelayaran Surabaya in welcoming the era of Society 5.0. International Journal of Multidisciplinary Approach Research and Science, 2(01), 99–106.