scholarly journals ANALISIS KEPUASAN MASYARAKAT PADA KANTOR PELAYANAN PERIZINAN TERPADU (KPPT) KOTA MOJOKERTO

2017 ◽  
Vol 1 (2) ◽  
pp. 124
Author(s):  
Sukesi Sukesi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Service Providers ◽  
Positive Response ◽  
Service Satisfaction ◽  
Community Satisfaction ◽  
Public Companies ◽  
Product Service ◽  
Qualitative Descriptive

The significance of quality is valuable to the satisfaction of society is the company's capital in selling service products. Without exception public companies are improving both service quality and products. Service quality should be done consistently, KPPT Mojokerto City as the providers of public service, whose populated with UMKM business areas. It’s required to provide quality services not only value, but the convenience of service. In order to know (1)The level of community satisfaction the service of KPPT Mojokerto City;(2)And Analyze the results of the assessment of SKM. Qualitative descriptive and 9 elementsanalysis tools and 18 indicators of assessment are developing, based on Peraturan Menteri PAN-RB No.16 2014 about SKM guidelines for Public Service Providers. Research using random sampling accidental proportional gain 100 respondents. The result of all variables, the level of user service satisfaction, has score category B (good). The result of index score 76.35 means that, generally satisfaction society in a good category. With index of service quality as the expectations from willingness to give positive response for each type of product service. For advice, it’s should be able to provide transparency of services related to applicant for permits regarding provisions/rules/standards costs on each type of license. Keywords:Qualitative,Research,service quality, public service,satisfaction society

scholarly journals Community Service Satisfaction Index Information System Using the Web-Based CSS Method (Community Satisfaction Survey) at Statistics Center in Tapaktuan

2021 ◽  
Vol 6 (2) ◽  
pp. 74-82
Author(s):  
Salya Rater ◽  
Fardiansyah ◽  
Safrijah
Keyword(s):  
Service Quality ◽  
Community Service ◽  
Public Service ◽  
Service Providers ◽  
Service Performance ◽  
Service Satisfaction ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Satisfaction Index

The Community Satisfaction Index (CSI) is data and information about the level of community satisfaction from quantitative and qualitative measurement results in obtaining services from public service administrators by comparing their expectations and needs. Public service providers, community service units are faced with many related things. This application system uses the Community Satisfaction Survey (CSS) method, which is an activity carried out using a questionnaire as a research instrument. Community satisfaction services held are not aimed at seeking profit but must prioritize service quality in accordance with the demands, expectations and needs of the people being served. Public service providers are faced with many things related to improving service quality through good performance and  quality of product. And this public service dominates the related agencies. To measure the performance of public service units, elements / indicators are needed to provide an assessment of the performance results of public service units. This system is designed to find out the results of public service performance at the Central Statistics Agency (BPS) in Tapaktuan which is measured based on the unknown Public Service Satisfaction Index. The Community Satisfaction Index (CSI) system aims to determine the level of service performance in Tapaktuan Central Statistics Agency (BPS) in providing services to the community, as well as a vehicle for absorbing community aspirations in the form of suggestions, hopes, as well as complaints about the services that have been provided so far. to be used as guidelines for policy makers, programs and strategies for improving services. One of the efforts to improve the quality of public services as mandated in the Republic of Indonesia Law Number 25 year 2000 concerning the National Development Program, in the Decree of the Minister of State Apparatus Empowerment Number 14 of 2017 concerning guidelines for preparing community satisfaction surveys of public service administration units.

scholarly journals PENINGKATAN KINERJA KUALITAS PELAYANAN PUBLIK DAN INDEKS KEPUASAN MASYARAKAT PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KUDUS

2020 ◽  
Author(s):  
Teguh Riyanto
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Service Performance ◽  
Community Satisfaction ◽  
Government Regulations ◽  
Satisfaction Index ◽  
Service Standards ◽  
Cartesian Diagram

Abstrak : Undang-Undang Nomor 25 Tahun 2009 tentang pelayanan publik maka seluruh penyelenggara pelayanan publik diwajibkan untuk menyusun standar pelayanan. Berdasarkan peraturan pemerintah yang berlaku, standar pelayanan menjadi tolak ukur yang dipergunakan sebagai pedoman penyelenggara pelayanan dan acuan penilaian kualitas pelayanan. Tujuan penelitian ini adalah untuk meningkatkan kinerja kulaitas pelayanan publik dan indeks kepuasan masyarakat pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kudus. Ruang lingkup pelayanan publik dan kepuasan masyarakat meliputi 1) Persyaratan, 2) Sistem, mekanisme dan prosedur, 3) Waktu pelayanan, 4) Biaya/Tarif, 5) Produk spesifikasi jenis Pelayanan, 6) Kompetensi Pelaksana, 7) Perilaku Pelaksana, 8) Penanganan Aduan, Saran dan Masukan, 9) Sarana dan Prasaranan. Hasil penelitian dari sembilan ruang lingkup untuk mengukur kinerja kualitas pelayanan publik dan kepuasan masyarakat atas pelayanan publik pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kudus memperoleh indeks kepuasan masyarakat 3,36 dan nilai kinerja pelayanan publik 83,88 dengan predikat Mutu Pelayanan A (Sangat Baik/Sangat Memuaskan). Dengan kualitas pelayanan publik yang sangat baik akan mempengaruhi indeks kepuasan masyarakat yang sangat memuaskan. Selian itu pada diagram kartesius juga diketuhui faktor yang perlu ditingkatkan dan dipertahankan kinerja pelayanan publik. Kata kunci : kinerja, pelayanan publik, indeks kepuasan masyarakat.Summary : Law Number 25 of 2009 concerning public services, all public service providers are required to develop service standards. Based on applicable government regulations, service standards become a benchmark used as a guide for service providers and a reference for assessing service quality. The purpose of this study is to improve the performance of public service quality and community satisfaction index at the Population and Civil Registry Office of Kudus Regency. The scope of public services and community satisfaction includes 1) Requirements, 2) Systems, mechanisms and procedures, 3) Service time, 4) Costs / Tariffs, 5) Product type specifications, 6) Implementing Competencies, 7) Implementing Behavior, 8) Handling Complaints, Suggestions and Feedback, 9) Facilities and Market. The results of the nine scopes of research to measure the performance of public service quality and public satisfaction with public services at the Population and Civil Registry Office of Kudus Regency obtained a community satisfaction index of 3.36 and the value of public service performance of 83.88 with the title of Service Quality A (Very Good / Very satisfy). With a very good quality public service will affect the community satisfaction index which is very satisfying. In addition, the Cartesian diagram also addresses factors that need to be improved and maintained the performance of public services.Keywords : performance, public services, community satisfaction index.

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

scholarly journals Kepemimpinan dalam Peningkatan Kualitas Pelayanan Publik di Daerah

2021 ◽  
Vol 21 (3) ◽  
pp. 1385
Author(s):  
Susilawati Susilawati ◽  
Eljawati Eljawati ◽  
Gradiana Tefa ◽  
Siti Nuraisyah Suwanda ◽  
Dadang Suwanda
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Human Life ◽  
Elementary Problem ◽  
Descriptive Approach

Garbage as a elementary problem of human life in forward territory, raises the handling urgency through providing performance of public service in hygine which is the success depends on leadership of a leader. This research uses quantitative methods with descriptive approach. Determination of research sample through multistages random sampling method and formulating them into Slovin formula. Research results show that the measurement of service quality in hygiene in the Jatinangor District Sumedang Regency is 65.30% or 3918 with good predicate. Measurement of Head of Subdistrict’s leadership in Jatinangor Subdistrict Sumedang Regency is 65.30% or 3918 with good predicate. As well as there is assosiation of Head of Subdistrict’s leadership towards service quality of hygiene in managing waste at the Jatinangor District with τ = np-nn/C(n,2) = 0.56.

scholarly journals Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang

2019 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Irene Sinta Silalahi ◽  
Johny R. E. Tampi ◽  
Aneke Y. Punuindoong
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Public Service ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Community Satisfaction ◽  
Service Unit ◽  
City Community ◽  
Service Standards

This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25 of 2009 concerning the standard of public service, the standard of service that has been determined by the service unit, working to serve every citizen and resident to fulfill their rights is not the need for basic needs within the framework of service. Pharmacy units the importance of the service of medicines in community satisfaction can be measured by a predetermined standard, namely, service satisfaction for the services of the Syalom Pharmacy in Amurang in terms of service requirements, product quality, price, service quality, emotional, cost. From the 5 service standards there are results that state that they are not satisfied with the quality of service, product quality emotionally satisfied to eat a short service time, customer fees or rates according to and satisfied with service, price and cost, product quality, Syalom pharmacy Amurang field observation.

PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI KANTOR KELURAHAN MARAWI KECAMATAN TIROANG KABUPATEN PINRANG

2019 ◽  
Vol 7 (3) ◽  
pp. 82-87
Author(s):  
Haizah Haizah ◽  
Muhammad Rusdi ◽  
Haeruddin Syarifuddin
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Female Gender ◽  
Questionnaire Data ◽  
Community Satisfaction ◽  
The Public ◽  
Data Standardization ◽  
Analysis Techniques

The purpose of this study was to determine the effect of Public Service Quality on Community Satisfaction in the Marawi Family Office, Tiroang District, Pinrang Regency. The population in conducting this study were people with male and female gender, amounting to 1,342 family cards from three environments, the sampling technique used was the Slovin formula with the results of 93 people, taken based on cluster techniques. The type of research used is descriptive quantitative research, data collection techniques used are observation techniques, questionnaires, interviews and documentation. Data analysis techniques are data selection, data clarification, data tabulation, data standardization using the SPSS 21 application. Based on the research taken from the results of the questionnaire data processing, the recapitulation of the Public Service Quality variable with a percentage of 64 % is included in the "Good" category, while the recapitulation of the Community Satisfaction variable is with a percentage of 63%.

scholarly journals KUALITAS PELAYANAN PUBLIK DALAM MEMENUHI KEPUASAN MASYARAKAT DI KANTOR IMIGRASI KELAS I KHUSUS SURABAYA

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Rachman Rahardian ◽  
Zakariya Zakariya
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Class I ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
The People ◽  
Immigration Service ◽  
The Government

Quality Of Public Service in Fulfilling Community Satisfaction in Class Of Immigration Class I Special Surabaya. Public services in accordance with Act No. 25 of 2009 on the public service is a form of services either in the form of public goods, one form of public service held by the government is meeting the needs of society in the manufacture of passports by the Immigration Office. However, in the provision of services performed, there are problems that often occur like, there is always a long queue, inadequate parking space. Special Class I Immigration Office Surabaya is one of the facilities that serve service traveling abroad. The focus of research at the Immigration Service Quality Class I Special Surabaya measured using the five dimensions of service quality (SERVQUAL) According to Parasuraman, namely Tangible, Realibility, Responsiveness, Assurance, Empathy. This study used a qualitative descriptive approach. Results from the study show that: 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. Keywords: Quality of Public Services, Public Satisfaction

scholarly journals Analisis Pelayanan Publik di Kabupaten Kutai Kartanegara

2018 ◽  
Vol 15 (2) ◽  
pp. 212-226
Author(s):  
Efri Novianto
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Average Level ◽  
Community Satisfaction ◽  
The Law ◽  
The Right ◽  
Survey Approach

It is the right of every citizen to get good and quality public services. Community satisfaction is an indicator of the success of these public service providers, therefore public service providers should be directed to increasing community satisfaction. This study uses a survey approach. Respondents were 120 people selected by accidental techniques and spread in 6 sub-districts. Based on the results of the study, the average level of compliance of the service units (districts) in Kutai Kartanegara District against the Law on Public Services was only 69.83 (yellow zone) with the medium compliance category. While the level of community satisfaction is -0.43 or less satisfied with the services provided. However, the average IKM is 87.71 with an A title or very good.

scholarly journals PELAYANAN PUBLIK DI BADAN PENANGGULANGAN BENCANA DAERAH KOTA KEDIRI: STRATEGI POSKO SIAGA PENANGANAN PENYEBARAN COVID-19

2021 ◽  
Vol 5 (2) ◽  
pp. 214
Author(s):  
Fendy Artha Prissando
Keyword(s):  
Disaster Management ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
The Public ◽  
Management Agency ◽  
Public Servant ◽  
State Apparatus ◽  
Qualitative Descriptive

AbstrakPelayanan publik merupakan salah satu perwujudan dari fungsi pada aparatur negara sebagai abdi masyarakat. Pelayanan publik yang professional itu artinya pelayanan publik yang bercirikan oleh adanya akuntabilitas dan responsibilitas dari pemberi layanan. Pelayanan publik pada dasarnya merupakan sebuah upaya individu, kelompok atau birokrasi untuk memberikan bantuan serta kemudahan kepada masyarakat untuk mencapai suatu tujuan tertentu. Tugas terpenting dari pelayanan publik ini adalah memberikan pelayanan terbaik kepada masyarakat. Pelayanan publik memiliki suatu tujuan untuk memenuhi kebutuhan masyarakat. Penelitian ini ditujukan untuk mengetahui bagaimana Pelayanan Publik di Badan Penanggulangan Bencana Daerah (BPBD) Kota Kediri serta mengetahui strategi posko siaga penanganan penyebaran Covid-19. Metode penelitian yang digunakan dalam penelitian ini adalah metode deskriptif kualitatif dan teknik pengumpulan data melalui observasi, wawancara secara mendalam kepada informan, dan dokumentasi. Hasil penelitian menujukkan bahwa kualitas pelayanan publik di Kantor Badan Penanggulangan Bencana Daerah (BPBD) Kota Kediri sudah baik dan sudah memberikan pelayanan publik dengan tepat kepada masyarakat yang membutuhkan bantuan dengan posko siaga.Kata Kunci: Kualitas; Pelayanan Publik; Prinsip Pelayanan. AbstractPublic service is one manifestation of the function of the state apparatus as a public servant. Professional public service means public service characterized by accountability and responsibility from service providers. Public service is basically an individual, group or bureaucratic effort to provide assistance and convenience to the community to achieve a certain goal. The most important task of this public service is to provide the best service to the community. Public services have a purpose to meet the needs of the community. This study was aimed to find out how the Public Service in the Regional Disaster Management Agency (BPBD) of Kediri City and to find out the strategy of the standby post for handling the spread of Covid-19. The research method used in this study is a qualitative descriptive method and data collection techniques through observation, in-depth interviews with informants, and documentation. The results of the study show that the quality of public services at the Office of the Regional Disaster Management Agency (BPBD) of Kediri City is good and has provided appropriate public services to people who need assistance with standby posts.Keywords: Quality; Public service; Service Principles.

scholarly journals ANALISIS PELAYANAN DI MAL PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT KABUPATEN SUMENEP

2021 ◽  
Vol 1 (1) ◽  
pp. 1-6
Author(s):  
Elliyah El-Ghafur ◽  
Dina Kurniawati
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Random Sampling ◽  
Descriptive Study ◽  
Five Dimensions ◽  
Data Presentation ◽  
The Public ◽  
The People ◽  
Collection Data ◽  
Qualitative Descriptive

The purpose of this reserch is to find the service in public service mall to the satisfaction of the people of Sumenep regency. The research was qualitative descriptive study with observation, interview, and documentation data collection techniques. It used random sampling. The data were then analyzed with data collection, data reduction, data presentation, and withdrawal of conclusions. The results of this study showed that the public service mall of Sumenep district in providing service to the community has implemented five dimensions of service quality, which consists of: tangibel, realiability, responsiviness, assurance, and Emphaty. Based on the findings it can be concluded that service provided by the public service mall Sumenep district is already good, so that people who use the service is satisfied with the service they receive

Sign in / Sign up

Export Citation Format

Share Document