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 Quality of Building Information System Services in the Management of Building of Merauke Regency

2021 ◽  
pp. 125
Author(s):  
Nenden Siti Khodijah ◽  
Yohanis E. Teturan
Keyword(s):  
Information System ◽  
Service Quality ◽  
Field Studies ◽  
Building Permits ◽  
Building Information ◽  
One Stop ◽  
The One ◽  
Investment Service ◽  
Integrated Service

An observation was made when a new website was launched through the ministry in order to improve the service quality of the Building Information System in the Management of Building Permits (SIMBG) at the One-Stop Integrated Service and Investment Service of Merauke Regency which consists of five quality dimensions, namely: tangibility, reliability, responsiveness, assurance, and empathy. The purpose of this research is to describe the service quality of the Building Information System (SIMBG) in making Building Permits at One-Stop Integrated Service and Investment Service. The research is a descriptive with a qualitative analysis approach in its method. The data collection techniques are: theoretical studies and field studies consisting of observations and interviews. 10 informants were interviewed in the study. They are five informants of IMB officers at DPMPTSP and five informants from the community who have made IMBs online. There are 3 data analysis techniques used, namely data reduction, data presentation, and drawing conclusions/verification. The conclusion of this study illustrates that the use of the 5 dimensions of Parasuraman has met the standards of SIMBG Service Quality at DPMPTSP Merauke Regency in the management of IMB. However, there are some shortcomings and things that have not been met, such as the length of time the applicant data upload process takes, the appropriate length of time for issuance, and coordination with each sub district in Merauke Regency regarding more intensive socialization of online licensing at the Merauke Regency DPMPTSP. Apart from that, it has shown that in general the quality of service is quite optimal in providing public services regarding existing permits in Merauke Regency.

scholarly journals KUALITAS PELAYANAN PEMBUATAN SURAT IZIN MENGEMUDI (SIM) ONLINE DI POLRES SLEMAN

POPULIKA ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 14-24
Author(s):  
Tri Wakhyuni ◽  
Syakdiah Syakdiah ◽  
Retno Kusumawati
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Qualitative Data ◽  
Pilot Project ◽  
Online Service ◽  
Waiting Room ◽  
Five Dimensions ◽  
Network Bandwidth ◽  
National Police

The SIM Online service is a program launched by the Indonesian National Police through the National Police Priority Program, namely Promoter. One of them from the program is information technology based services. Sleman Police Resort is one of the Polres being a pilot project in the DIY Regional Police jurisdiction in conducting Online SIM Services which is supported by the SIM Implementation Unit (Satpas). The delivery of public services must meet the service quality requirements in accordance with the objectives of the program. To measure service quality, the authors use service quality indicators, namely reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), and physical evidence (tangible).This study aims to examine and describe the quality of service making Online Driving License (SIM) at the Sleman Police Resort. The research method used is descriptive qualitative. Data collection techniques used were interviews, observation and documentation. Qualitative data analysis techniques are used to analyze the research data.Based on the results of the study, it was obtained that to measure the quality of Online SIM services at the Sleman Police Satpas using 5 (five) dimensions of service quality as follows; First, the Reliabilty dimension, has not been supported by all human resources who have competency certification in managing SIM Online, but there are already Standard Operating Procedures (SOPs) in the SIM Online service. Second, the Responsiveness dimension, the existence of a fast standard time in SIM extension only requires 15 minutes and for a New SIM requires between 75 minutes to 90 minutes according to the type of SIM. In addition to speed, the service is carried out appropriately with the existence of clear costs based on PP No. 60 of 2016. Third, the dimension of Assurance, the knowledge and abilities of Satpas officers in the SIM Online service. Constraints faced in providing online SIM service guarantees are difficult practice exams and many do not pass. Fourth, Empathy dimension, there is full attention and firmness in the presence of queue numbers and arrangements without any favoritism and discrimination in service in SIM Online services. Fifth, Tangible dimension, there is a Satpas building that has not been used optimally because it has only been used for practical tests, internet networks that are often down and offline, and the number of computers and other devices that are not yet proportional to the large number of people in the SIM Online service. While the information media and waiting room are good and complete.From these results it can be concluded that based on 5 (five) dimensions of service quality, in general it has gone well, but there are some things that need to be improved, such as the quality of human resources, optimization of Satpas buildings, addition of internet network bandwidth, addition of computers and review of regulations about practice exams.

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.

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.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

scholarly journals PENGARUH KUALITAS PELAYANAN PERIZINAN TERHADAP KEPUASAN MASYARAKAT PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPMPTSP)

Epigram ◽  
2019 ◽  
Vol 15 (2) ◽  
Author(s):  
Ratna Yulianingsih ◽  
Tuti Hartati ◽  
Tuti Hartati ◽  
Mawarta Onida ◽  
Mawarta Onida
Keyword(s):  
Service Quality ◽  
Correlation Coefficient ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Processing Technique ◽  
Coefficient Of Determination ◽  
Simple Correlation ◽  
One Stop

AbstractThis study aims to determine the effect of licensing service quality on community satisfaction in the Bogor Regency DPMPTSP. This research uses quantitative research method. Data collection in Bogor Regency uses observation and questionnaire. Data processing technique using Likert scale, while the technique of data analysis using test Validity, Reliability, Normality, Linearity, simple linear regression analysis, simple correlation analysis, coefficient of determination and test of correlation coefficient significance or T test. The results are: (a) The results of simple correlation coefficient test between the quality of service quality (X) and the satisfaction of society (Y) is 0.756 is strong, if it is concluded that there is strong correlation between variable (X) and variable (Y). (b) variable of service quality (X) give influence to variable satisfaction (Y) equal to 57,1% while the rest that is equal to 42,9% influenced by other factor not examined. (c) the result of t arithmetic is 10,633, while t table is 1,663 so that 10,633 > 1,663 so that service quality of permit in DPMPTSP Bogor Regency has significant influence to the satisfaction of society.Keyword: Service Quality, Public Service, Investment Service and One Stop Service.AbstrakPenelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan perizinan terhadap kepuasan masyarakat pada DPMPTSP Kabupaten Bogor. Penelitian ini menggunakan metode penelitian kuantitatif. Pengumpulan data pada DPMPTSP Kabupaten Bogor menggunakan teknik observasi, dan kuesioner. Teknik pengolahan data menggunakan skala likert, sedangkan teknik analisis data menggunakan uji validitas, reliabilitas, normalitas, liniearitas, analisis regresi liniear sederhana, analisis korelasi sederhana, koefisien determinasi dan uji signifikansi koefisien korelasi atau uji T. Hasil penelitian menunjukkan bahwa : (a) Berdasarkan hasil uji koefisien korelasi sederhana antara variabel kualiatas pelayanan (X) dan kepuasan masyarakt (Y) bernilai 0,756 artinya kuat, jika disimpulkan bahwa terjadi hubungan yang kuat antara variabel (X) dengan variabel (Y). (b) variabel kualitas pelayanan (X) memberikan pengaruh terhadap variabel kepuasan (Y) sebesar 57,1% sedangakan sisanya yaitu sebesar 42,9% dipengaruhi oleh faktor lain yang tidak diteliti. (c) hasil t hitung yang didapatkan adalah 10,633, sedangkan t tabel adalah 1,663 sehingga 10,633 >1,663 sehingga kualitas pelayanan perizinan di DPMPTSP Kabupaten Bogor mempunyai pengaruh yang signifikan terhadap kepuasan masyarakat.Kata Kunci: Kualitas Pelayanan, Pelayanan Publik, Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP)

The effects of online service quality of e-commerce Websites on user satisfaction

2015 ◽  
Vol 33 (3) ◽  
pp. 468-485 ◽  
Author(s):  
Gajendra Sharma ◽  
Wang Lijuan
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Information Quality ◽  
Management Practice ◽  
Online Service ◽  
Internet Applications ◽  
Content Type ◽  
Web Presence

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

scholarly journals Kualitas Pelayanan dan Kinerja Pegawai terhadap Kepuasan Masyarakat di Unit Pelayanan Terpadu Satu Atap Kementerian Ketenagakerjaan

2020 ◽  
Vol 18 (1) ◽  
pp. 68-74
Author(s):  
Eigis Yani Pramularso
Keyword(s):  
Service Quality ◽  
Employee Performance ◽  
Integrated Services ◽  
Community Satisfaction ◽  
Validity And Reliability ◽  
Public Servant ◽  
One Stop ◽  
The Government ◽  
To Come ◽  
The One

Abstract - The government as a public servant continues to strive to make positive perceptions by continuing to improve community satisfaction related to the various services that can be provided. Community satisfaction is strived to continue to increase by providing the best quality of service and continue to encourage employee performance to be more optimal in carrying out their duties. This study aims to determine the effect of service quality and employee performance on community satisfaction in the One-Stop Integrated Services Unit of the Ministry of Manpower. The sample in this study amounted to 45 people where the technique was taken by accidental sampling. The data collection method uses a questionnaire given to respondents who happened to come at the research location. Data analysis tools in this study used a regression test with a validity and reliability test conducted previously. The results of this study are simultaneous and partial service quality and employee performance have a significant influence on community satisfaction in the One-Stop Integrated Services Unit of the Ministry of Manpower where the calculated F value is 19,042 and sig 0,000. Keywords: Service Quality, Employee Performance, Community Satisfaction

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.

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