scholarly journals Integrating Servqual-Kano-QFD for Social Insurance Service Quality Improvement in Surabaya

2021 ◽  
Vol 14 (1) ◽  
pp. 50
Author(s):  
Dwi Dini Pratiwi
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Social Insurance ◽  
Good Governance ◽  
Strategic Decision ◽  
Insurance Company ◽  
The Public ◽  
The Social ◽  
The Government

For companies engaged in the service-providing sector, good service by meeting customer's desires and needs is a must in order to thrive competitively. This case study was conducted on service provided by the government social insurance company engaged in traffic accident insurance services in Surabaya. As an industry that provides service, customer satisfaction is of importance in order to gain trust from the public, reduce negative opinion in public, and support the objective of good governance. This study integrated the SERVQUAL-Kano method to evaluate customer satisfaction concerning 18 service attributes related to service provided by the social insurance company. Further efforts were then made to find solutions for service attributes with low satisfaction scores by using the Quality Function Deployment (QFD) method. Therefore, the results can help to improve the quality of service. The results were in the form of a priority improvement design for strategic decision recommendations that can be implemented by the company to increase customer satisfaction.

scholarly journals PENERAPAN GOOD GOVERNANCE DALAM PELAYANAN PUBLIK (Studi Tentang Kualitas Pelayanan Elekronik Kartu Tanda Penduduk Berbasis Good Governance Di Kecamatan Sukolilo Surabaya)

2018 ◽  
Vol 4 (1) ◽  
Author(s):  
Arif Cahyadi ◽  
Bagoes Soenarjanto
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Public Service ◽  
Good Governance ◽  
The Public ◽  
The Government ◽  
Gathering Data

Implementation of good governance in public service. The principles of good governance is the government whether it is done in the government in the implementation of the public service. So this research aims to determine and analyze the value of the application of good governance and also knowing and analyzing yhe value of the quality of public service in the Sukolilo in Surabaya. The gathering data carried out by using interviews conducted with the head of the sie the government, as well as questionnaires in the spread of the Sukolilo in Surabaya with the amount of an informant for the 25 people who take care of the sevice E – ID cards, and also use techniques the observation of data – data obtained from the Sukolilo in Surabaya. The data analysis carried out in this study is the reduction of data to select the data according to the research, also the presentation of data with the present data that has been reduced and obtained from the Sukolilo, Surabaya, and also use techniques of pigeons gathered to conclude the data that has been reduced and is served. The results of this that the value of the implementation of the principle of good governance in the service of the E – ID cards in the Sukolilo of Surabaya was enough it’s fine with the value of approximately 21,6 and obtained also the results of this research that the value of the quality of service E – ID cards in the Sukolilo of Surabaya was enough it’s fine with the value of approximately 51. Keywords: good governance, the quality of public service. 

scholarly journals Public TV and digital change: TV technology – audience – formats

Matrizes ◽  
2015 ◽  
Vol 9 (1) ◽  
pp. 103
Author(s):  
Valerio Fuenzalida
Keyword(s):  
Political Parties ◽  
Digital Technology ◽  
Quality Education ◽  
Public Television ◽  
Quality Of Information ◽  
The Public ◽  
The Social ◽  
The Government ◽  
New Tv

This article is a review about some changes provided by digital technology in television for a public channel. A public television is different from a television in favour of the current government. The authentic public television works for the public interest, and not for the government, neither for political parties or economic groups. It is maintained the necessity of improving the quality of information, using the possibility of a 24/7 informative channel. The article also supports a children’s channel, especially those made for kindergartens, since there are new TV programs that improve the social and affective intelligence of children; those new programs are considered the basis of a quality education and a better citizenship.

scholarly journals PELAYANAN INFORMASI PUBLIK PADA DINAS KOMUNIKASI DAN INFORMASI KABUPATEN DONGGALA

Kinesik ◽  
2021 ◽  
Vol 8 (3) ◽  
pp. 242-250
Author(s):  
Ade Irma
Keyword(s):  
Information Disclosure ◽  
Good Governance ◽  
Public Information ◽  
Information Services ◽  
Quality Of Services ◽  
Five Dimensions ◽  
The Public ◽  
Public Body ◽  
The Government

Pillars of democracy, transparency and good governance are the objectives of public information services carried out, through Law No. 14 of 2008 on Public Information Disclosure. The form of service organized by the Government is a service in an effort to meet the needs of the public or the community. Communication, Public information is information generated, stored, managed, sent, and / or received by a public body, this research is a qualitative approach, a research paradigm to describe events, locus research located in the Department of Communication and Informatics Donggala Regency, this study uses Informants as many as 4 (four) people, using the theory of Pararusman, et al .Tjiptnono, 1996) there are five dimensions in assessing the quality of services or  services, namely, Tangibles, Realibility, Responsiveness, Assurance, Emphathy. 1) Tangibles; reflected in physical facilities, equipment, personnel and communication materials have not been effective and optimal.2) Realibility, i.e. lack of accuracy or lack of reliable information. Responsiveness: lack of sensitivity to respond to information. 4) Assurance; Knowledge is less effective and efficient. 5) Emphathy. Still lacking, officers in the process of public information services

scholarly journals IMPLEMENTASI METODE FUZZY SERVQUAL DAN QUALITY FUNCTION DEPLOYPMENT TERHADAP KUALITAS LAYANAN BPJS KESEHATAN RSUP H. ADAM MALIK

JURNAL CURERE ◽  
2019 ◽  
Vol 3 (2) ◽  
Author(s):  
Indah Simamora ◽  
Ratna Wahyuni
Keyword(s):  
Quality Function Deployment ◽  
Public Awareness ◽  
Quality Of Services ◽  
Quality Function ◽  
The Public ◽  
The Social ◽  
Main Target ◽  
Training Services ◽  
Satisfaction With Services

Along with the increase in the number of human population and economic conditions that are increasingly advanced, the public awareness of health is increasing. In addition, currently access to services for the Social Security Administering Agency (BPJS) is getting wider, the hospital must be able to add capacity to existing facilities and improve the quality of services. This study aims to implement the Fuzzy Servqual method and Quality Function Deployment on the quality of BPJS Health services in H. Adam Malik Hospital and determine which attributes are priority improvements. Data processing based on the criteria of the Fuzzy-Servqual method by determining fuzzy sets, fuzzyfication and defuzzyfication. determine the Gap and determine the priority of improvement using the Quality Function Deployment method. The results of this study indicate that all 19 BPJS service attributes provided by applying the Fuzzy Servqual method still do not meet patient expectations, because the value of patient satisfaction with services is still lower than the expectation value. Attributes that must be prioritized to improve their quality, namely: Revelation Attribute of Q2 with a gap value -3.68, Revelation Attribute of Q7 with a gap value of -1.58., Revelation Attribute of Q12 with a gap value of -1.58. The technical response that became the main target was the Procurement of Excellent Training Services, the addition of AC Fan in the inpatient room, making improvements to the facilities and infrastructure.

scholarly journals PENERAPAN GOOD GOVERNANCE DALAM PELAYANAN PUBLIK (Studi Tentang Kualitas Pelayanan Elektronik Kartu Tanda Penduduk Berbasis Good Governance Di Kecamatan Sukolilo Surabaya)

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Arif Cahyadi
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Public Service ◽  
Public Services ◽  
Good Governance ◽  
The Public ◽  
Identity Card ◽  
The Government ◽  
Gathering Data

THE APPLICATION OF GOOD GOVERNANCE IN PUBLIC SERVICES (Study on the Quality of Electronic Services of Good Governance Identity Card in Sukolilo District Surabaya). The principles of good governance is the government whether it is done in the government in the implementation of the public service. So this research aims to determine and analyze the value of the application of good governance and also knowing and analyzing yhe value of the quality of public service in the Sukolilo in Surabaya. The gathering data carried out by using interviews conducted with the head of the sie the government, as well as questionnaires in the spread of the Sukolilo in Surabaya with the amount of an informant for the 25 people who take care of the sevice E – ID cards, and also use techniques the observation of data – data obtained from the Sukolilo in Surabaya. The data analysis carried out in this study is the reduction of data to select the data according to the research, also the presentation of data with the present data that has been reduced and obtained from the Sukolilo, Surabaya, and also use techniques of pigeons gathered to conclude the data that has been reduced and is served. The results of this that the value of the implementation of the principle of good governance in the service of the E – ID cards in the Sukolilo of Surabaya was enough it’s fine with the value of approximately 21,6 and obtained also the results of this research that the value of the quality of service E – ID cards in the Sukolilo of Surabaya was enough it’s fine with the value of approximately 51. Keywords: good governance, the quality of public service.

scholarly journals Presentation and Assessment of Provisions of Strategic Documents in the Context of Possibilities of Achieving Key Objectives as Well as the Vision and Mission of the Social Insurance Institution

2020 ◽  
Vol 54 (2) ◽  
pp. 53
Author(s):  
Anna H. Matuszewska
Keyword(s):  
Customer Satisfaction ◽  
Social Insurance ◽  
New Technologies ◽  
Traditional Approach ◽  
Public Institution ◽  
Modern Approach ◽  
Management By Objectives ◽  
The Public ◽  
Social Insurance Institution ◽  
The Social

<p>Traditional approach to management based on administration does not guarantee full achievement of its goals, nor is it satisfactory to service recipients. The focus on the widely understood stakeholders of the public domain is of the utmost value within the public sector. Thus, modern approach to management in public administration requires to abandon bureaucracy and improve the quality of services, customer satisfaction, and openness to new technologies. The article focuses on presenting and assessing the essence of changes in the Social Insurance Institution management which are supposed to ensure that the status of a modern public institution will be achieved. The process of transformations was conducive to developing a new model of management which is based on management by objectives, employs process-oriented management, and whose aim is to increase customer satisfaction.</p>

scholarly journals PENERAPAN PRINSIP-PRINSIP GOOD GOVERNANCE DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK

REFORMASI ◽  
2019 ◽  
Vol 9 (2) ◽  
pp. 153
Author(s):  
Abd. Rohman ◽  
Yayang Hanafi
Keyword(s):  
Public Services ◽  
Good Governance ◽  
Time Service ◽  
Reduction Stage ◽  
The Public ◽  
Effectiveness And Efficiency ◽  
The Government ◽  
Using Data

The Government’s duty other than the Government conducting a public service that is characterized by good governance. In Lowokwaru, time service itself became one things to note again. This can hamper service rendered to the society. In addition to the time of service, service officer presence also the things that can hinder the effectiveness and efficiency of the public services which are given to the community. This study uses qualitative methods. Using data collection techniques interviews, observation, and documentation. Determination of sampling techniques using the purposive addition. Data was analyzed through data reduction stage, the presentation of data, and the withdrawal of the conclusion. Validity test of the data, researchers used triangulation techniques. Research results application of the principles of good governance in improving the quality of public services in Lowokwaru already going pretty well. But in some aspects still contained flaws. It a barrier among other less familiar society requirements, service officers not to enter the work, power outages, as well as the network is unstable. Things that support among other hospitality-giver services officer, completeness of facilities and infrastructure, as well as the competence of the officers the service givers.

scholarly journals The Realignment of Subsidized Rice (Rastra) Policy into Non-Cash Food Assistance (BPNT) in Kalisat Sub-District of Jember District

2020 ◽  
Vol 1 (1) ◽  
pp. 29
Author(s):  
Faiqoh Nurul Hikmah ◽  
Anastasia Murdiyastuti
Keyword(s):  
Leadership Style ◽  
Poverty Reduction ◽  
Research Data ◽  
Food Assistance ◽  
The Public ◽  
The Poor ◽  
The Social ◽  
Implementation Policy ◽  
The Government

Rastra is one of the social aids organized by Indonesian government to help the poor reduce their burden on the household. However, in 2017 the government amended this polic, called Non-cash food Assistance (BPNT). This new policy was operative based on 5 benchmarks of the alteration in attitudes and the behavior of the public and members of the bureaucracy, the alteration in leadership style, the efficiency of using sources, and the reduction of legalistic approaches. This research was commenced in November 2018 and aimed to analyze the transformation of Rastra Policy into BPNT, especially in Kalisat village, Jember district. The author revealed that this change had aimed to manage the stock of rice and the price because the government shared the aids once a month. The research data was taken from Kalisat village administration office which received the Rastra and each e-Warung organized by BPNT. The present study employed quantitative method. The author argued that, as the endeavour for poverty reduction, this policy needed improvement related to the target, the timing, the quality of the aids, and e-Warung readiness. The author contends that this realignment should be done based on the readiness of each infrastructur. Keywords: Realignment, Implementation, Policy, Rastra, BPNT

scholarly journals PENERAPAN GOOD GOVERNANCE DALAM PELAYANAN PUBLIK (Studi Tentang Kualitas Pelayanan Elektronik Kartu Tanda Penduduk Berbasis Good) Governance Di Kecamatan Sukolilo Surabaya)

2016 ◽  
Vol 2 (02) ◽  
Author(s):  
Arif Cahyadi
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Good Governance ◽  
Data Presentation ◽  
The Public ◽  
The People ◽  
Identity Card ◽  
Implementation Aspects ◽  
The Government

In era globalization the state is expected to change for the better, one of them in the service of maintenance of manufacture Electronic Identity Card. In realizing the changes the government is expected to apply the principles of good governance in giving services must oriented to meeting the needs and satisfaction of the people. This research aims to determine the quality of service maintenance of manufacture Electronic Identity Card based on good governance. Data collection was conducted using questionnaires, interviews, and observations in the District Sukolilo Surabaya, questionnaires were distributed to the public as much as 25 informants. Methods for the data analysis is a data reduction, data presentation, and draw conclusions. The results of the study to get a whole that the implementation aspects of good governance to the dimensions of quality of public services have not felt very good satisfaction just people feel good.Keywords: good governance, the quality of service.

scholarly journals Asuu Strike and the Nigerian Governments: Implications on Students and Society in a Changing World

2021 ◽  
pp. 294-304
Author(s):  
Ekene Celestina Chukwudi ◽  
Samuel Sunday Idowu
Keyword(s):  
University Students ◽  
Academic Staff ◽  
Poor Quality ◽  
The Public ◽  
Adverse Impacts ◽  
The Social ◽  
The Government ◽  
The University ◽  
Changing World

The impasse between the Academic Staff Union of Universities (ASUU) and the governments in Nigeria (state and federal) manifested in a repeated ASUU strikes, having implications on students and society in the contemporary changing world. Hence the study examines the adverse impacts of the strikes on university students and the society that embodies the stakeholders. The study discovered that the strikes are orchestrated largely by the union quest to protect its members’ welfare and swift greeting of any perceived unfriendly steps by the government with strike actions while the government fell short in funding and entrenching a right legal milieu for negotiation and regulation of ASUU. With the secondary sourced data from journals, newspapers, journals, books and the internet while underpinning the research with the social contract theory, the study concludes that the public university students are exposed and tempted to indulge in social vices, have a sense of being disadvantaged unlike their private colleagues, and the society developmental agenda is threatened because of the poor quality of graduates produced from the Ivory Tower. It recommends that government and ASUU should renegotiate their agreements while the former should also ramp up the budgetary funding allocation to the University amongst others.

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