scholarly journals THE SERVICE QUALITY OF THE MINING BUSINESS PERMIT: STUDY IN THE INTEGRATED BUSINESS PERMIT SERVICE AGENCY OF TASIKMALAYA CITY

2019 ◽  
Author(s):  
Ishak Kusnandar
Keyword(s):  
Service Quality ◽  
Public Interest ◽  
Public Services ◽  
Secondary Data ◽  
Scientific Development ◽  
Service Agency ◽  
The Public ◽  
Government Bureaucracy ◽  
The Government

In public services, the step that needs to be considered by the government bureaucracy is how to increase awareness of the public interest, and for that the quality of public services by the government bureaucracy that has high dedication and loyalty will certainly be more relevant to current conditions. Government bureaucracy should be a channel of devotion and high loyalty to services that are oriented to the public interest, not vice versa which is abuse of power or authority. In carrying out its duties or functions of the government bureaucracy must be aware of changes both internally and externally. The tendency inherent in the government bureaucracy is the lack of attention to affordability and equity in service to the public interest. Easy, cheap, fast, right safe and comfortable service is fundamental to the public, because it can be seen from the socio-economic conditions that they cannot get expensive services. It is unfortunate that in fact, seeing that there are still many bureaucrats that tend to avoid public interests, that is why the level of the service quality for the public is still low. This study aims to analyze and describe the service quality of the mining business license in the Integrated Licensing Service Agency of Tasikmalaya City. The statement of the problem is that the service quality of the mining business licenses is still not good, while the formulation of the problem is how is the service quality of the mining business license at The Integrated Licensing Service Agency of Tasikmalaya City? The usefulness of this research is generally useful for aspects of scientific development in public administration, and is particularly useful in developing the public service quality . The research method used is a survey. Data collection techniques through primary and secondary data with presentation analysis. The results showed that the quality of public services in the mining business permit services in The Integrated Licensing Service Agencyof Tasikmalaya City was not good. Keywords: Government Bureaucracy, Quality of Public Servants

scholarly journals Kualitas Pelayanan Publik dalam Pemberian Izin Mendirikan Bangunan Di Badan Pelayanan Perizinan Terpadu

PERSPEKTIF ◽  
2019 ◽  
Vol 8 (1) ◽  
pp. 6
Author(s):  
Andy Frans Leo Silalahi ◽  
Syafruddin Ritonga ◽  
Beby Masitho Batubara
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Services ◽  
Service Agency ◽  
The Public ◽  
Physical Evidence ◽  
Building Permit ◽  
Survey Results ◽  
Service Building

<em>This research title is ”Services Building Permit in Achieving Optimal Quality Public Services are held at Integrated Licensing Service Agency Pematang Siantar”. So far, in the minds of the public, that the quality of service Building Permit less bureaucracy and process sounds a bit complicated, and less than optimal. The main problem in this research is how the quality of public services in the granting of building permit in the Integrated Licensing Service Agency Pematang Siantar. The methods of data collection to use in this research were kuesioner, observation and documentation. The results showed that the quality of public services in the Service Agency of Integrated Licensing Pematang Siantar has been running well although there are still some constraints. This research uses the service quality theory of Zeithaml, Parasuraman and Berry consisting of 5 indicators of service quality that is tangible (physical evidence), reliability, responsiveness, Assurance and Emphaty. The survey results obtained from the respondents are tangible (physical evidence) of 51.9% (Pretty Good), Reliabelity of 77.2% (Good), Responsiveness of 73,4% (Good), Assurance 65,8% (Good), and Emphaty of 60,76%(Good). From these indicators can be concluded that the quality of service in the Integrated Licensing Service Agency Pematang siantar included in good category</em>

scholarly journals The Interaction between Service Quality and Students Satisfaction

2018 ◽  
Vol 8 (3) ◽  
pp. 37-42
Author(s):  
Sheikh Aftab Ahmad
Keyword(s):  
Saudi Arabia ◽  
Regression Analysis ◽  
Service Quality ◽  
Public Interest ◽  
Public And Private ◽  
The Public ◽  
The Government ◽  
The Relationship ◽  
Students Satisfaction

This study aims to describe the effect of service quality on students’ satisfaction. The study used a sample of respondents from university students in Hail, Saudi Arabia, and the data were collected through questionnaire. Descriptive and regression analysis were used to find out the relationship between students satisfaction and service quality. This study concluded that there is a significant effect of tangible, reliability on students’ satisfaction at university in Hail state. Moreover, there is a difference in service quality of higher educations managed by government and those managed by a foundation (private). Also, there is a difference between students satisfaction in public and private universities. Based on the findings, it is suggested that the government needs to pay more attention to increase service quality for the satisfaction of students, which will develop the public interest to go to university.

ANALISIS KUALITAS PELAYANAN PUBLIK DI KANTOR DESA REDANG KECAMATAN RENGAT BARAT KABUPATEN INDRAGIRI HULU

2018 ◽  
Vol 7 (4) ◽  
pp. 192-199
Author(s):  
Muhklas Adi Putra ◽  
Kurnia Dewi
Keyword(s):  
Public Sector ◽  
Public Interest ◽  
Public Services ◽  
Descriptive Analysis ◽  
The Public ◽  
Qualitative Descriptive ◽  
The Government

The government as a public sector institution carries out and provides public services which are vital for the public interest. This study aims to determine the Quality of Public Services at the Redang Village Office in West Rengat District, Indragiri Hulu Regency. This research used qualitative descriptive analysis, and to collect all the data this research used interviews, observation and documentation. The results of this study indicate that in general the quality of public services in the Redang Village Office in West Rengat District, Indragiri Hulu Regency is seen from five indicators are: Tangibles (real evidence), Reliability, Resposiveness, Assurance, and Empaty (empathy) is still lacking in quality. Likewise, the Redang Village apparatus must further improve the quality of its services by increasing the ability and motivation and discipline.

scholarly journals Indeks Kualitas Pelayanan Pernikahan oleh KUA di Kabupaten Kebumen Jawa Tengah

Al-Qalam ◽  
2017 ◽  
Vol 23 (1) ◽  
pp. 169
Author(s):  
Zakiyah Zakiyah
Keyword(s):  
Service Quality ◽  
Quality Index ◽  
Public Services ◽  
Quantitative Approach ◽  
The Public ◽  
Central Java ◽  
The Government ◽  
Quality Theory ◽  
Central Java Province

<p>This article concerns on the quality index of marriage service provided by office of ministry of religious affairs (KUA) in Kebumen district, Central Java province.  This is an important topic to be discussed since this is one of the public services offered by the government especially Ministry of Religious Affairs Republic Indonesia. This paper was written based on a research using a quantitative approach which is conducted at KUA Kebumen sub-district and KUA Pejagoan sub-district. Data was collected using questioners that were given to the respondents in two sub-districts. Then, data was analyzed using ServQual (Service Quality) theory. This theory looks at the gap between the expectation and the perceived services gained by the consumers. Results of this study show that generally the quality of such service is in a good and a very good category, however there is a negative gap,  so that it needs some correction to betterment.</p>

scholarly journals KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PELAYANAN PERIZINAN TERPADU (BPPT) KOTA BANDUNG

2019 ◽  
Vol 9 (1) ◽  
pp. 75-92
Author(s):  
Irvan Arif Kurniawan
Keyword(s):  
Service Quality ◽  
Public Services ◽  
Service Agency ◽  
Five Dimensions ◽  
The Public ◽  
One Stop ◽  
Construction Permit ◽  
The City ◽  
Descriptive Method

The Bandung City Integrated Licensing Service Agency (BPPT) is an institution that provides one-stop licensing services, especially building construction permit (IMB) services in Bandung City. IMB services at BPPT City Bandung are carried out in an integrated manner by involving related agencies. IMB services in the city of Bandung are the services most proposed by the public. Therefore, in its implementation, it is necessary to pay attention to the quality of service. The quality of public services can be seen from the five dimensions of SERVQUAL (Service Quality), namely the tangible dimension, the reliability dimension, the responsiveness dimension, the assurance dimension, and the empathy dimension. The descriptive method was chosen to analyze the quality of IMB services at BPPT Bandung City from the five dimensions of SERVQUAL. The results of this study indicate that the tangible dimensions, dimension reliability, dimensional responsiveness, dimensional assurance, and empathy dimensions have been implemented in IMB services. Of the five dimensions, it is necessary to support adequate information technology so that building services can improve the quality of public services, especially in the dimension of responsiveness.Keyword : Service Quality, Building permit, Tangible, Reliability, Responsiveness, Assurance, and, Empahty.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

scholarly journals INOVASI PELAYANAN PUBLIK DI BADAN PENANAMAN MODAL DAN PELAYANAN TERPADU (BPMPT) KABUPATEN KUBU RAYA (PUBLIC SERVICES INNOVATION IN REGIONAL BOARD OF INVESTMENT AND INTEGRATED SERVICES (BPMPT) AT KUBU RAYA REGENCY)

1969 ◽  
Vol 10 (2) ◽  
Author(s):  
Maria Agustini Permata Sari
Keyword(s):  
Business Process ◽  
Public Services ◽  
Secondary Data ◽  
Integrated Services ◽  
The Public ◽  
Increasing Trend ◽  
Descriptive Approach ◽  
Services Innovation ◽  
Regional Board

As a relatively new area, Kubu Raya district has managed to implement good public services especially in the field of licensing, this is evidenced by the numerous awards achieved and the increasing trend of the realization of a permit issued by the permitting Regional Board Of Investment And Integrated Services (BPMPT) as organizers each year. This study aims to determine what innovations have been carried out by BPMPT Kubu Raya and to identify what factors into supporting or occurrence of such innovations. This study used a qualitative method with a descriptive approach . Data were collected through interviews with the Head BPMPT and secondary data. The success of the public service is a direct and indirect impact of the innovation made by BPMPT. Innovation has been done by BPMPT Kubu Raya is simplifying the number of permits, licenses and restrictions touts business process simplification. Factors driving the birth of innovation undertaken by BPMPT Kubu Raya is the commitment and leadership of Regents BPMPT in improving the quality of licensing services, and human resources BPMT, who has high morale. While the issue is a barrier in the birth of innovation is movingstaff.Keywords: Innovation, Public ServicesSebagai daerah yang masih terhitung baru, Kabupaten Kubu Raya sudah berhasil melaksanakan pelayanan publik yang baik khususnya di bidang perijinan, hal ini dibuktikan antara lain dengan diraihnya berbagai penghargaan dan meningkatnya tren realisasi ijin yang diterbitkan oleh Badan Penanaman Modal dan Pelayanan Terpadu (BPMPT) setiap tahunnya. Studi ini bertujuan untuk mengetahui inovasi apa saja yang sudah dilakukan oleh BPMPT Kabupaten Kubu Raya serta untuk mengidentifikasi faktor apa saja yang menjadi pendorong maupun penghambat terjadinya inovasi tersebut. Studi ini menggunakan metode kualitatif dengan pendekatan deskriptif. Data dikumpulkan melalui wawancara dengan Kepala BPMPT serta data sekunder. Hasil studi ini menyimpulkan bahwa inovasi yang sudah dilakukan oleh BPMPT Kubu Raya adalah penyederhanaan jumlah ijin, pembatasan calo perijinan dan penyederhanaan business process. Faktor pendorong lahirnya inovasi yang dilakukan oleh BPMPT Kubu Raya adalah komitmen Bupati dan pimpinan BPMPT dalam memperbaiki kualitas pelayanan perijinan, serta sumber daya manusia BPMT yang memiliki semangat kerja tinggi. Sedangkan masalah yang menjadi faktor penghambat lahirnya inovasi adalah mutasipegawai.Kata Kunci: Inovasi, Pelayanan Publik

scholarly journals Competence of Human Resources and the Government Internal Control System (SPIP) and the Effects on the Financial Statement Quality of Public Sercvice Agency (BLU) Moderated by Government Accounting Standard (SAP)

2017 ◽  
Vol 8 (2) ◽  
pp. 98
Author(s):  
Inggrid Panjaitan
Keyword(s):  
Public Service ◽  
Internal Control ◽  
Financial Statement ◽  
Service Agency ◽  
Accounting Standard ◽  
The Public ◽  
Government Accounting ◽  
Internal Control System ◽  
The Government

<p>The aim of this research is to examine the effects of Human Resources Competence and the Government Internal Control System (SPIP) on the Quality of Financial Statements of the Public Service Agency with the Government Accounting Standard (SAP) as moderating variable. The research was conducted at the Public Service Agency of Government Hospital in Jakarta under the Ministry of Health. The sampling technique in this study used purposive sampling method (sampling intentionally in accordance with the requirements of samples required). Questionnaires were distributed as many as 85 questionnaires to some employees in the finance department and others that related to the making of financial statement at the Public Service Agency of Government Hospital under the Ministry of Health. The results showed that HR Competency significantly affected the quality of Public Service Agency Financial Statement. SPIP significantly affected the quality of Public Service Agency Financial Statement. Moderation of Government Accounting Standard (SAP) significantly affected and weakened the effect of HR Competency on the Quality of Public Service Agency Financial Statement. Moderation of Government Accounting Standards did not affect significant and strengthened the effect of SPIP on the Quality of Public Service Agency Financial Statement.</p>

scholarly journals Model Akuntabilitas Birokrasi di Era Otonomi Khusus Aceh (Tinjauan Terhadap Tes Shalat dan Baca Al-Qur'an di Kabupaten Aceh Barat Daya)

2019 ◽  
Vol 17 (1) ◽  
pp. 18
Author(s):  
Ferizaldi '
Keyword(s):  
Local Government ◽  
Public Interest ◽  
Good Governance ◽  
Regional Government ◽  
The Public ◽  
Aceh Province ◽  
Government Bureaucracy ◽  
Comprehensive Manner ◽  
Low Performance ◽  
The Government

The implementation of local government in the context of the Special Autonomy of Aceh has the freedom of the regional government to administer government in accordance with the principles of good governance. In Indonesia it is regulated by Law No. 28 of 1999 concerning the Organization of a clean and free country of corruption and nepotism, through various innovations and creativity to create good governance based on the public interest. This is to answer various problems surrounding the low performance of the bureaucracy because many are entangled in various corruption cases. One attempt to change the government bureaucracy is good, then introduced a new model through local wisdom in the Southwest Aceh District of Aceh Province, by carrying out the Prayer Test and Reading the Qur’an to prospective structural officials, as an effort to reform bureaucracy to create bureaucratic accountability, which It is expected that these activities will produce bureaucrats who are religiously accountable and customer oriented. However, this program must be carried out in a sustainable and comprehensive manner through complementary programs that support the program and do not underestimate the supervision efforts which as a classic action create a healthy bureaucracy.

scholarly journals Kualitas Pelayanan Pemasangan Listrik Prabayar Pada PT. PLN (Persero) Area Pelayanan Banyumanik Semarang

2019 ◽  
Vol 3 (2) ◽  
pp. 227-232
Author(s):  
Dini Setyorini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Direct Evidence ◽  
Secondary Data ◽  
Service Area ◽  
Quality Service ◽  
The Public ◽  
Score Interpretation

Abstract – It cannot be denied that at present the public service is a concern of the public. Ordinary public service come from agencies that serve the community for the needs of every community. This study aims to determine quality of service for prepaid electricity installation at PT. PLN (Persero) Banyumanik Semarang service area. Analysis of the data used is a score interpretation (IS) obtained from respondents. Respondents numbered 80 people using purposive sampling. While to complete this research, the author also uses secondary data obtained from various existing sources. Based on the results of the research conducted it can be concluded that the dimensions that show service quality include tangibles ( direct evidence), reliability, responsiveness, assurance and emphaty show a strong interpretation where customers feel satisfied with the quality service of PT. PLN (Persero) Banyumanik Semarang service area.Key words : quality, service, satisfaction

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