A 2026 study by Irma Purnamasari, Neng Virly Apriliyani, and Neng Suci Amalia from Universitas Djuanda, Bogor, finds that the SMART Merapat mobile service has significantly improved the quality of Business Identification Number (NIB) issuance for micro, small, and medium enterprises (MSMEs) in Bogor City. Published in the International Journal of Applied Research and Sustainable Sciences (IJARSS), the research shows the program is rated “good” by the public and “very good” by service staff, highlighting its role in expanding access to formal business licensing.
The findings matter because NIB registration is essential for MSMEs to gain legal recognition, access financing, and participate in formal economic systems. As Indonesia continues to prioritize MSME development, improving public service delivery remains a critical policy focus.
Growing MSMEs, Limited Legal Registration
Bogor City has experienced steady growth in MSMEs, reaching approximately 139,680 businesses in 2024. However, only about half of these enterprises have obtained an NIB, leaving a significant portion operating without formal legal status.
This gap reflects broader national challenges. Many business owners are unfamiliar with the NIB system, struggle with digital platforms, or face technical issues when using the Online Single Submission (OSS) system. These barriers limit participation in formal economic programs and government support initiatives.
To address these challenges, the Bogor City government introduced SMART Merapat, a mobile, outreach-based public service designed to bring licensing services directly to communities. The program operates weekly in different locations, allowing MSME owners to apply for NIBs without visiting central offices.
Simple Survey-Based Research Approach
The research by Universitas Djuanda used a quantitative descriptive approach to evaluate service quality. Data were collected from 107 respondents, including 94 community members who used the service and 13 staff members who delivered it.
Participants completed structured questionnaires using a rating scale. The analysis focused on five widely recognized dimensions of service quality: physical facilities, reliability, responsiveness, assurance, and empathy. Additional data were gathered through interviews, observation, and literature review to provide a comprehensive assessment.
Key Findings: Strong Performance with Room for Improvement
The SMART Merapat service achieved consistently positive evaluations across all dimensions. Overall scores show that the public gave an average rating of 4.14, categorized as good, while staff gave a higher rating of 4.60, categorized as very good.
Service officers were widely described as polite, professional, and well-presented, which helped build public trust. The mobile service model made it easier for MSMEs to access licensing without traveling long distances, while staff demonstrated strong competence in handling applications and guiding users through procedures.
Responsiveness was also rated positively. Staff were quick to assist applicants and provide clear explanations, although service speed was sometimes affected by technical issues in the OSS system. In most cases, NIB issuance could still be completed within one working day if all requirements were met.
The study also highlights strong assurance and empathy in service delivery. Applicants reported confidence in the legality of the documents issued and appreciated the clear, transparent information provided. Staff were seen as friendly, fair, and communicative, ensuring that all applicants were treated equally.
However, some limitations remain. Service facilities such as seating and internet access were sometimes inadequate, and outdoor service locations could reduce comfort during peak hours. Technical disruptions in the OSS system also occasionally slowed processing times.
Real-World Impact for MSMEs and Public Services
The SMART Merapat program demonstrates how mobile public services can improve access to government systems. By bringing services directly to communities, the program reduces barriers and encourages more MSMEs to formalize their businesses.
For MSME owners, obtaining an NIB provides legal recognition, access to financing, eligibility for government programs, and increased business credibility. For policymakers, the program offers a practical model for improving public service delivery through innovation and outreach.
Irma Purnamasari from Universitas Djuanda emphasizes that proactive, community-based services are effective in reaching underserved groups. Her team’s findings show that combining digital systems with direct assistance can significantly improve service outcomes and public satisfaction.
Ongoing Challenges and Policy Recommendations
The study identifies several challenges that need attention, including limited public understanding of NIB, low digital literacy among some MSME operators, system disruptions in OSS, and a shortage of staff during high demand.
To address these issues, the researchers recommend expanding public education efforts, increasing the number of mobile service units, strengthening staffing and infrastructure, and improving coordination to enhance the reliability of the OSS system.
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