scholarly journals E-Government Service Quality in the Goods and Services Procurement in Riau Province, Indonesia

2017 ◽  
Vol 2 (4) ◽  
pp. 206
Author(s):  
Nur Laila Meilani ◽  
Sukarno . ◽  
Musadad .
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Ad Hoc ◽  
Provincial Government ◽  
Government Service ◽  
Goods And Services ◽  
Electronic Procurement ◽  
Depth Interview ◽  
Work Units

This study aims to analyze e-government service quality in the goods and services procurement in Riau Province, particularly in Pekanbaru City.  The data were collected through an in-depth interview analyzed using a dialogical interpretation approach. The results showed that the service quality of goods/services procurement in Riau Province coordinated by the Electronic Procurement Service (LPSE) through its website http://lpse.riau.go.id has already met the users’ expectation. Even so, the ad hoc position of the Work Unit of LPSE Riau, decreasing enthusiasm of goods/services providers for upgrading the skills of their human resources, and ineffective communication between LPSE, ULP and PDE of Riau Provincial Government effectively degrade the quality of service that has already run well. Hence, there should be a restructuring of LPSE and Work Units related to the e-government implementation in order to synchronize the implementation of e-government in general and e-procurement in particular in Riau Province.

The Emergence of Service Quality and Brand Awareness Toward Strategic Competitiveness and Its Impact on Hotel Performance

2015 ◽  
Vol 1 (1) ◽  
pp. 16
Author(s):  
Khairunnisa Khairunnisa ◽  
Nila Krisnawati
Keyword(s):  
Service Quality ◽  
Slow Growth ◽  
Group Discussion ◽  
Influential Factor ◽  
Brand Awareness ◽  
Quantitative And Qualitative Research ◽  
Hotel Performance ◽  
Depth Interview ◽  
Front Office

Five-star hotels are known by their immense competitiveness, first-class portrayal and are superior in level of extravagance, eccentricity, representation, sophistication and amenities. Slow growth of five-star hotels aggravates strong competition, thus forcing hotel businesses to be competitive. This study attempts to analyze service quality and brand awareness toward strategic competitiveness and its impact on the performance of XYZ Hotel. The study applies both quantitative and qualitative research, which were obtained from questionnaire distribution to 100 respondents who have stayed at the hotel, in-depth interview with the PR and Front Office managers, and Focus Group Discussion with managers and hotel experts from Jakarta and Tangerang. The finding suggests that service quality has no correlation with strategic competitiveness and no significant impact on performance. Thus, brand awareness was found to be the most influential factor on strategic competitiveness. However, it is necessitated that five-star hotel continuously improve the quality of its service and the factors associated with service quality. 

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

E. Analisis Kualitas Sumber Daya ManusiaTerhadap Ketepatan Waktu Laporan SPJ Pengeluaran (Studi Kasus pada Dinas Lingkungan Hidup Provinsi Jawa Timur)

2021 ◽  
Vol 6 (1) ◽  
pp. 53
Author(s):  
Mochamad Khoirul Machfuda ◽  
Hj. Nanik Kustiningsih MM.
Keyword(s):  
Human Resources ◽  
Primary Data ◽  
Valid Evidence ◽  
Data Source ◽  
Work Units ◽  
Operational Activities ◽  
Conducting Research ◽  
Internal Accounting ◽  
Regional Work

Abstrak Belanja Satuan Kerja Perangkat Daerah (SKPD) tentunya sangat berkaitan dengan setiap lembaga pemerintah. Belanja SKPD merupakan pengeluaran dana yang digunakan untuk membiayai kegiatan operasional kantor, dimana setiap pengeluaran atau belanja harus dilengkapi bukti yang lengkap dan sah yang akan digunakan untuk proses penyusunan SPJ Pengeluaran. Oleh karena itu, peneliti tertarik melakukan penelitian yang bertujuan untuk menganalisis pengaruh kualitas sumber daya manusia, pemanfaatan teknologi informasi, dan pengendalian akuntansi internal terhadap ketepatan waktu pelaporan SPJ Pengeluaran di Dinas Lingkungan Hidup Provinsi Jawa Timur. Penelitian ini menggunakan metode analisis kualitatif dan kuantitatif. Sumber data yang digunakan adalah data primer yang diperoleh langsung dari Dinas Lingkungan Hidup Provinsi Jawa Timur. Hasil penelitian menunjukkan bahwa Dinas Lingkungan Hidup Provinsi Jawa Timur  menunjukkan bahwa kualitas sumber daya manusia, memberikan pengaruh yang positif dan signifikan terhadap ketepatan waktu laporan SPJ Pengeluaran  Dinas   Kata Kunci : kualitas sumber daya manusia, ketepatan waktu, laporan pertanggungjawaban Abstract Expenditures for regional work units (SKPD) are of course closely related to every government agency. SKPD expenditure is an expenditure of funds used to finance office operational activities, where each expenditure or expenditure must be accompanied by complete and valid evidence that will be used for the process of preparing the SPJ for Expenditure. Therefore, researchers are interested in conducting research that aims to analyze the influence of the quality of human resources, the use of information technology, and internal accounting controls on the timeliness of reporting SPJ Expenditures at the Environmental Office of East Java Province. This research uses qualitative and quantitative analysis methods. The data source used is primary data obtained directly from the Environmental Office of East Java Province. The results showed that the Department of Environment of the Province of East Java showed that the quality of human resources had a positive and significant effect on the timeliness of the SPJ report on official expenditures.   Keyword : the quality of human resources,timeliness, accountability

scholarly journals Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) Di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis

2019 ◽  
Vol 2 (2) ◽  
pp. 100
Author(s):  
Gina Sofia Rahman ◽  
Herijanto Bekti ◽  
M.D Enjat Munajat
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Field Studies ◽  
Integrated Services ◽  
Building Construction ◽  
Online Service ◽  
Library Studies ◽  
One Stop ◽  
Construction Permit

AbstrakPenelitian ini membahas tentang Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis, dengan menggunakan teori servqual dari Zeithaml mengukur 5 dimensi, yaitu Tangible, Reliabillity, Assurance, responsiveness dan Empathy. Penelitian ini merupakan penelitian jenis kualitatif dengan tekhnik pengumpulan data dengan menggunakan studi kepustakaan, dan studi lapangan berupa observasi dan wawancara dengan 6 informan yaitu, Kepala DPMPTSP, Kabid Perizinan, Kabid Pengaduan dan Advokasi, Petugas Frontliner, Kabid Kepegawaian dan Pemohon Perzinan IMB.Berdasarkan hasil penelitian, Kualitas Pelayanan di DPMPTSP Kabupaten Ciamis masih belum berjalan secara efektif dan efisien dikarenakan kurang nya SDM si bagian pelayanan perizinan DPMPTSP Kabupaten Ciamis, kurangnya kemampuan petugas dan sarana untuk menunjang online service. Kata kunci : Kualitas Pelayanan, Izin Mendirikan Bangunan, Servqual.AbstractThis study discusses the Quality of Building Construction Permits (IMB) at the Ciamis District One-Stop Integrated Services Investment Office (DPMPTSP), using the servqual theory from Zeithaml to measure 5 dimensions, namely Tangible, Reliabillity, Assurance, Responsiveness and Empathy. This research is a qualitative type of research with data collection techniques using library studies, and field studies in the form of observation and interviews with 6 informants namely, Head of DPMPTSP, Head of Licensing, Head of Complaints and Advocacy, Frontliner Officers, Head of Personnel and IMB Licensing Applicants. research, Service Quality in DPMPTSP Ciamis Regency still has not run effectively and efficiently because of the lack of human resources in the licensing service section of DPMPTSP in Ciamis Regency, lack of staff ability and means to support online services.Keywords: Service Quality, Building Construction Permit, Servqual.

scholarly journals Kewenangan Pengelolaan Keuangan Lembaga Perkreditan Desa (LPD) Setelah Berlakunya Peraturan Daerah Nomor 29 Tahun 2013

2021 ◽  
Vol 2 (1) ◽  
pp. 142-146
Author(s):  
Made Ipunk Dwi Kusuma ◽  
Nyoman Putu Budiartha ◽  
Diah Gayatri Sudibya
Keyword(s):  
Human Resources ◽  
Financial Management ◽  
Qualitative Method ◽  
Provincial Government ◽  
Data Sources ◽  
Credit Institution ◽  
Legal Research ◽  
Descriptive Qualitative

The purpose of this research is to explain the authority of LPD financial management in Badung Regency, after the enactment of the Badung Regency Regulation No. 29/2013 and to find out the direction of the utilization of LPD coaching funds in Badung Regency. This research used normative legal research, with a statutory approach that specifically regulates the financial management authority of the LPD after the enactment of the Badung Regency Regulation number 29 of 2013. The data sources used were primary and secondary legal materials. The data were analyzed using descriptive qualitative method, namely the presentation by describing in detail certain aspects related to the problem being researched. The results showed that the authority to regulate the implementation of village credit institution activities in Badung Regency is still handled by the Provincial government because so far the Province has never handed over or delegated this authority to Badung Regency. Second, the utilization of village credit institution development funds is to provide guidance to LPDs in Bali and to improve the performance and quality of LPD management human resources.

scholarly journals The Quality of the Installation Service of Fish Seed (BBI) Trinsing in Fish Seed Suppliers in Barito Utara Districts

2018 ◽  
Vol 4 (2) ◽  
pp. 30-33
Author(s):  
Fachrudin Mulyani
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Qualitative Method ◽  
Animal Husbandry ◽  
Fish Farming ◽  
Quality Of Services ◽  
Descriptive Qualitative

The research used descriptive qualitative method. Service was said to be of quality if the service received more than expected, satisfying if the service received the same as expected and if the service received less than expected, the service was said to be of low quality. The results show that the service quality provided by the Fisheries, Agriculture and Fisheries Department of North Barito Regency was considered satisfactory in terms of dimensions of responsiveness, dimensions of assurance and empathy. While the dimensions of reliability and dimensions of tangibles are considered unsatisfactory. Based on the results of the study, it is expected that the Fisheries, Fisheries and Animal Husbandry Department of North Barito Regency will be able to improve the quality of services by improving the quality of human resources and making new breakthroughs in fish farming technology.

scholarly journals Quality of Tour Driving License Services in Semarang Regency

2020 ◽  
Vol 10 (2) ◽  
pp. 174-182
Author(s):  
Thirdy Hadmiarso ◽  
Kismartini Kismartini
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Human Resources ◽  
Analysis Data ◽  
Good Service ◽  
Data Presentation ◽  
Analysis Technique ◽  
Driver's License ◽  
Bureaucratic Reform

The Semarang Police, as a form of bureaucratic reform in services, uses a Tour Driver's Licenseservice. However, in its implementation, there are still many obstacles, namely inadequate infrastructure for Tour Driver’s License services and lack of human resources. The purpose of this study was to analyze the service quality of a Tour Driver’s License in Semarang Regency and the factors inhibiting and supporting it. This research uses a descriptive qualitative approach. The data analysis technique used is qualitative analysis (data condensation, data presentation and conclusion drawing). Based on the results of data analysis, it can be seen that the service quality of Tour Driver’s Licenses in Semarang Regency is good. Service implementers have the ability and are able to act professionally. It's just that in its implementation it is constrained by a lack of infrastructure, namely there is only one Tour Driver’s License unit, waiting chairs and tents are still not available, and a lack of human resources. There is a need for additional facilities, infrastructure and human resources to support the implementation of Tour Driver’s License services so that they are able to reach all areas in Semarang Regency.

scholarly journals Peran Serta Pengawas Sekolah dalam Meningkatkan Kualitas Pendidikan, Menyongsong Masyarakat Ekonomi Asean di Kota Lhokseumawe

2015 ◽  
Vol 8 (1) ◽  
pp. 145
Author(s):  
Fauziah Fauziah
Keyword(s):  
Human Resources ◽  
Educational Process ◽  
City Government ◽  
Economic Stability ◽  
Educational Achievements ◽  
Goods And Services ◽  
Asean Countries ◽  
And Control

In 2015 we have entered in a free trade system in the Southeast Asian region which is called frequently as ASEAN Economic Society (MEA). We have known that MEA aims to increase the economic stability in the ASEAN region and forming a strong economic area  inter-ASEAN countries. By implementing MEA in the late of 2015, the member country of ASEAN will sell goods and services easily to the other countries throughout Southeast Asia so that this can effect to the very intensive competition. In this matter, the significant thing which should be done by the Indonesian government especially city government of Lhokseumawe in facing the MEA is by preparing the quality human resources to be compete in the regional and international level. For increasing the quality of human resources is through the educational instituion at least by increasing the role of school supervisor to oversee and control toward the educational process. Without supports of supervising of school, education will not work optimally because the school supervisors responsible in controlling and giving advices for educational achievements.

scholarly journals Evaluation of e-Government Service Quality Using e-GovQual Dimensions Case Study Regional Office Ministry of Law and Human Rights DIY

2020 ◽  
Vol 8 (2) ◽  
pp. 55
Author(s):  
Taufiq Effendy Wijatmoko ◽  
Maria Ulfah Siregar
Keyword(s):  
Information Technology ◽  
Human Rights ◽  
Service Quality ◽  
Quantitative Research ◽  
Best Practice ◽  
Government Service ◽  
Regional Office ◽  
Administrative Services ◽  
Government Services

Regional Office of the Ministry of Law and Human Rights DIY organizes a variety of public services using information technology, including correctional services, immigration services, general legal administration services, intellectual property services, communication services, data and information services, and other administrative services. None of these services can be separated from the role of information technology to provide services that are fast, cheap, effective and reliable to the public. This study was conducted to assess the quality Ministry of Law and Human Rights DIY e-Government service using e-GovQual dimensional framework as a best practice. This study includes quantitative research involving a number of respondents for the survey. Research questions are based on the dimensions of e-Govqual and represent the attributes of each dimension of e-GovQual to assess the quality of Ministry of Law and Human Rights DIY e-Government service. The question must pass the validation test using Cronbach’s α. The processing of data using confirmatory factor analysis to obtain the main factors that affect each of the dimensions of e-GovQual. The Importance Performance Analysis (IPA) method helps e-GovQual to measure the level of importance and level of performance of each e-GovQual attribute by classifying it in the Cartesian quadrants, which can help ensure the quality of e-Government services according to the needs and expectations of citizens as service user. Values in IPA (concentrating here, keeping up the good work, low priority, and possible overkill) will be the value of quality e-Government services. The results of this study are expected to give priority as a recommendation for Information and Communication Technology to the development of e-Government services in order to improve service quality. 

scholarly journals SERVICE QUALITY OF GOODS AND SERVICES PROCUREMENT UNITS TOWARDS CUSTOMER’S SATISFACTION

TRIKONOMIKA ◽  
2020 ◽  
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Average Score ◽  
Work Unit ◽  
Goods And Services ◽  
Regional Work ◽  
Trans Unit

Subang District has become surprisingly attractive by the existence of Patimban Port. The presence of investor has given impacts to the number of studies and works requiring the performance of Procurement Service Units (trans. Unit Layanan Pengadaan – ULP) of goods and services that satisfy customers, namely the Regional Work Unit (trans. Satuan Kerja Perangkat Daerah – SKPD) and Partners. Method used are descriptive and verifiative by using path analysis. The service quality is measured with the dimensions of tangible, empathy, responsiveness, reliability, and assurance. The descriptive result showed that service quality and customers’ satisfaction were pretty good and dimension of responsiveness had smallest average score as well. Meanwhile, the verificative result showed that there were positive and significant effects, both simultaneously and partially, on the dimension of empathy, responsiveness, reliability, and assurance towards customers’ satisfaction.

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