INOVASI APLIKASI TRANSPORTASIKU DI DINAS PERHUBUNGAN KOTA SURABAYA

Publika ◽  
2021 ◽  
pp. 199-214
Author(s):  
Kholilah Danarratoe Kharima ◽  
Eva Hany Fanida
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Transportation ◽  
Community Support ◽  
Information Services ◽  
Ease Of Use ◽  
The Public ◽  
Citizen Support ◽  
Information Reliability

Penggunaan teknologi saat ini dibutuhkan dalam bidang pelayanan publik. Seiring dengan bertambahnya kebutuhan masyarakat maka pemerintah sebagai penyedia layanan publik terus melakukan pembaruan terhadap perubahan pelayanan yang diberikan agar memudahkan masyarakat dalam mendapatkan layanan informasi. Salah satu penerapan e-government oleh Dinas Perhubungan Kota Surabaya adalah inovasi aplikasi TransportasiKu yang bertujuan untuk memberikan layanan informasi terkait lalu lintas dan transportasi umum yang ada di Surabaya secara terkini, praktis, lebih cepat dengan satu aplikasi yang memuat semua informasi melalui genggaman smartphone. Penelitian ini menganalisa menggunakan indikator measuring the quality of e-government from the user prespective (Kozák, 2018) dengan enam indikator yaitu ease of use, content and appearance of the information, reliability, citizen support, trust/security, support in completing forms. Penelitian ini menggunakan jenis penelitian deskriptif dengan metode kualitatif, teknik pengumpulan data wawancara, observasi, dokumentasi dan teknik analisa data yaitu pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan/verifikasi. Hasil penelitian ini menunjukkan bahwa aplikasi ini mendapat respon yang cukup baik dari masyarakat sebagai pengguna karena dapat memberikan layanan informasi yang dibutuhkan namun masih ada juga gangguan dalam penggunaannya. Indikator pertama, kemudahan penggunaan dirasa para pengguna sangat mudah digunakan untuk setiap saat. Indikator kedua, isi dan tampilan informasi yang dihadirkan sederhana dan lengkap. Indikator ketiga keandalan, pada aplikasi ini server yang digunakan masih kurang cukup. Indikator keempat dukungan masyarakat untuk halaman bantuan tidak tersedia hanya ada kolom komentar. Indikator kelima kepercayaan/keamanan, tidak menyertakan informasi pribadi sehingga aman. Indikator keenam dukungan dalam pengisian, formulir aplikasi ini berbasis informasi tanpa perlu pengisian formulir data para penggunanya. Kata Kunci : Pelayanan Publik, Inovasi, E-Government, TransportasiKu   The use of technology is currently needed in the field of public services. Along with the increasing needs of the community, the government as a public service provider continues to make updates to changes in the services provided to make it easier for the public to get information services. One of the applications of e-government by the Surabaya City Department of Transportation is the TransportationKu application innovation which aims to provide information services related to traffic and public transportation in Surabaya in an up-to-date, practical, faster way with one application that contains all information through the grip of a smartphone. This study analyzes using indicators measuring the quality of e-government from the user perspective (Kozák, 2018) with six indicators, namely ease of use, content and appearance of the information, reliability, citizen support, trust/security, support in completing forms. This research uses descriptive research with qualitative methods, interview data collection techniques, observation, documentation and data analysis techniques, namely data collection, data reduction, data presentation and conclusion / verification. The results of this study indicate that this application has received a fairly good response from the public as a user because it can provide the information services needed, but there are still disturbances in its use. The first indicator, ease of use, is felt by users to be very easy to use at any time. The second indicator, the content and display of the information presented is simple and complete. The third indicator is reliability, in this application the server used is still insufficient. The fourth indicator of community support for the help page is not available, only a comment column. The fifth indicator is trust / security, does not include personal information so it is safe. The sixth indicator of support in filling in this application form is information-based without the need to fill out user data forms. Keywords: Public Service, Innovation, E-Government, TransportasiKu

scholarly journals KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCACATAN SIPIL KOTA DENPASAR DI TENGAH SITUASI PANDEMI COVID-19

2021 ◽  
pp. 61-71
Author(s):  
Ni Nyoman Ariani ◽  
Anak Agung Putu Sugiantiningsih ◽  
Moch. Noor
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Government Policies ◽  
The Public ◽  
Direct Observations ◽  
Data Collection Process ◽  
Service Standards

Many people have adapted to the situation of covid-19 outbreak including public service providers. Government policies to prevent the spread of COVID-19 have an impact on public service standards implemented by the service providers. Regarding this matter, this study was conducted to analyze the quality of the service provided by Civil Registry Office of Denpasar during covid-19 pandemic. Interviews and direct observations were carried out to collect data. In this data collection process, five questions were given to six informants at this Office. The results of this study show that any declines in terms of the quality of the public services provided by this Office are not identified.

scholarly journals KUALITAS PELAYANAN PUBLIK BIDANG ADMINISTRASI KEPENDUDUKAN DI KECAMATAN WONOCOLO SURABAYA

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Bagus Hanif Hidayattullah
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Qualitative Approach ◽  
Service Process ◽  
The Public ◽  
Descriptive Research ◽  
Sense Of Security ◽  
Key Informant ◽  
Head Of Government

Quality Public Service Administration Field of Population in Sub District Wonocolo Surabaya. This research is descriptive research using qualitative approach. Technique of data collection is done by observation, interview, and documentation. The research informants in this research are 1 person Head of Government Section as key informant, 1 person service officer in District Wonocolo and 3 people of service user society as supporting informant. From the result of the research, the quality of public service in population administration in Wonocolo district is seen from the aspects of tangible facilities, reliability, responsiveness, assurance, empathy (empathy), namely: (1) Wonocolo district in particular the public service part of the physical facilities and completeness of facilities and infrastructure is sufficient to support the productivity of population administration services in the District Wonocolo. (2) The community is satisfied with the services provided by Wonocolo Sub-district in the reliability aspect of the reliability in handling any community's complaints, reliable in terms of time and the accuracy of the service process. (3) Employees in terms of helping people who need services, especially people who are confused with the service has been seen between officers and visitors who communicate with each other. (4) Security in District Wonocolo has shown efforts to improve the quality of its services related to providing a sense of security for the community that is by placing a parking attendant who helped secure the situation in the parking. (5) Aspects of empathy (empathy), which is given the District Wonocolo is by giving a pleasant impression. It can be seen from the attitude of the officer who explained clearly about the service procedure and received criticism and suggestion wholeheartedly as an introspection for better service. Keywords : The Quality, Public Services, Sub-district Wonocolo

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.

Perceptions towards the quality of public services in Romania. Poor outcomes of public administration reforms?

2020 ◽  
Vol 31 (3) ◽  
pp. 263-285
Author(s):  
Claudia Petrescu ◽  
Flavis Mihalache
Keyword(s):  
Quality Of Life ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Local Level ◽  
The Public ◽  
Public Administration Reform

Public services represent an important dimension of quality of society, as they create the contextual conditions for people to further their quality of life. Romanian public administration reform has brought about a constant institutional transformation, which has influenced both the specific features and the quality of the services. This article aims to analyse trends regarding the perceived quality of public services in Romania, in European comparative perspective, using the data of the European Quality of Life Survey (2003–2016). The article aims to understand the low satisfaction with public services in Romania against the background of the public service reform measures taken by government in this period. The article describes the context of Romanian public administration and public service reform, the most important public policy measures adopted and the most important challenges. The lack of vision in the public service reform, the partial introduction of reform elements, the permanent and, sometimes, conflicting changes are issues that may have influenced the way in which the population perceives the quality of public services. The decentralisation process of public services and the insufficient allocation of public funds for delivering such services at local level might have an impact on their quality and quantity perceived by the population. Keywords: public services; public administration reform; citizens’ satisfaction; New Public Management; New Weberianism.

scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

scholarly journals Rembug Pelayanan Publik (RPM) Sebagai Aktualisasi Pelayanan Publik Berlandaskan Demokrasi Pancasila

2016 ◽  
Vol 12 (2) ◽  
pp. 284
Author(s):  
Nuriyanto Nuriyanto
Keyword(s):  
Public Service ◽  
Public Services ◽  
Monitoring And Evaluation ◽  
The Public ◽  
Services Delivery ◽  
Starting Point ◽  
Public Bureaucracy ◽  
Human Quality ◽  
Set Up

Dynamic development of society, they want the public bureaucracy to be able  to provide the public services more professional, effective, simple, transparent, open, timely, responsive and adaptive. With excellent public service, to build a human quality in the sense  of  increasing  the  capacity  of  individuals  and  communities  to determine actively its own future. Actualization of democratic precepts in the public services delivery in Indonesia starting point on the importance of community participation ranging from formulating criteria for the services, how the delivery   of the services, arranging each engagement, public complaints mechanism set up   by the monitoring and evaluation of the implementation of the public services in order to co-together build a commitment to create quality of the public services. It’s all been contained in the Law 25 of 2009 on Public Services, certainly it has been based on the precepts of the democracy of Pancasila. Rembug of the public services as an actualization of the public services based on the democracy of Pancasila.

scholarly journals Akurasi Arah Kiblat Masjid di Ruang Publik

2018 ◽  
Vol 2 (1) ◽  
pp. 159
Author(s):  
Anisah Budiwati
Keyword(s):  
Quality Of Life ◽  
Data Collection ◽  
Qualitative Analysis ◽  
Public Space ◽  
Analysis Method ◽  
Religious Orders ◽  
Collection Method ◽  
The Public ◽  
The City

This research explores the concept of understanding of mosque managers in the public space about the importance of facing the direction of Qibla. Samples Mosque located in the public space of the Hospital Jogja International Hospital, Adisutjipto Airport and Mall Plaza Ambarrukmo be proof of the tendency of pattern of understanding of managers of religious orders to face the direction of Qiblah correctly. By using qualitative analysis method and data collection method in the form of observation, interview and documentation, it is found that first, that understanding of mosque managers in public space at three places reflects the quality of life of Islami ie measuring to the expert so that the direction of qibla . Secondly, the accuracy of the direction of the mosque building in the public space in Sleman Yogyakarta is included in the category of accurate with the maximum reason for the 6 minute arc disturbance, where the direction of the largest deviation on the mosques is 0o 1 '20.8 "or equivalent to 3,074 km which means still leads the city of Mecca.Keywords: Accuracy, Understanding and Mosque in Public Space Penelitian ini menggali konsep pemahaman para pengelola Masjid di ruang publik tentang pentingnya menghadap arah kiblat. Sampel Masjid yang berada di ruang publik yakni Rumah Sakit Jogja International Hospital, Bandara Adisutjipto dan Mall Plaza Ambarrukmo menjadi bukti kecenderungan pola pemahaman pengelola terhadap perintah agama untuk menghadap ke arah kiblat dengan tepat. Dengan menggunakan metode analisis kualitatif dan metode pengumpulan data berupa observasi, wawancara dan dokumentasi diperoleh hasil penelitian, pertama bahwa pemahaman para pengelola masjid di ruang publik pada tiga tempat tersebut mencerminkan kualitas hidup Islami yakni melakukan pengukuran kepada pihak ahli sehingga arah kiblat sesuai dengan keilmuan astronomi. Kedua, akurasi atau ketelitian arah kiblat bangunan Masjid di ruang publik di Sleman Yogyakarta termasuk dalam kategori akurat dengan alasan maksimal penyimpangan 6 menit busur, di mana arah penyimpangan paling besar pada masjid-masjid tersebut adalah 0o 1’ 20,8” atau setara 3,074 km yang berarti masih mengarah kota Mekah.Kata kunci: Akurasi, Pemahaman dan Masjid di Ruang Publik

scholarly journals IMPROVING THE EFFICIENCY OF CANADA’S PUBLIC SERVICE

2017 ◽  
Vol 3 (4) ◽  
pp. 67-73
Author(s):  
Наталья Касаткина ◽  
Natalya Kasatkina
Keyword(s):  
Public Service ◽  
Civil Service ◽  
Monitoring And Evaluation ◽  
Educational Process ◽  
Public Servants ◽  
The Public ◽  
Level Of Training ◽  
Resources Planning ◽  
Made In

Improving the efficiency of public service is an important area for overcoming the crisis in relations between the state, society and a citizen. Modernization of civil service of Canada is carried out in a number of ways. Changes were made in a recruitment order for civil service by means of expansion of the powers of persons competent to solve these issues in ministries and government departments. One of the directions for improving the quality of the civil service was an increase in the level of training of public servants. Coordination of the educational process in various government departments is carried out by the Canadian School of Public Service. The system of human resources planning has been introduced. The quality of public services provided is improved with help of timely providing them in compliance with all requirements of a particular government department, and taking into account the rights of citizens by achieving a balance between the services provided and the money spent for this purpose and regular monitoring and evaluation of the dynamics of the providing process of services. One of the areas of modernization of the public service is the introduction of strict control over of public servants’ ethical standards. Actions that lead to a conflict of interest are legislatively prohibited. Strict bans in Canada are implied regarding the employment of persons who replace public office after the end of their career. As a result of the measures taken to fight corruption, including a sphere that is largely susceptible to corruption risks, Canada is among top ten countries with the least corruption. Achievement of positive results in the activities of civil servants became possible due to the state’s special attention to the issues of its modernization.

scholarly journals KINERJA LEMBAGA PERWAKILAN RAKYAT DAERAH (Studi Deskriptif Kualitatif Di DPRD Kota Bengkulu)

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Harius Eko saputra
Keyword(s):  
Mass Media ◽  
Public Service ◽  
Public Services ◽  
Research Seminar ◽  
Factors Affecting ◽  
The Public ◽  
Current Implementation ◽  
The One ◽  
The Right

Almost every day, in various mass media, especially in newspapers, it is found that there are so many complaints and unsatisfactory opinions from the community, as the customer, towards the current implementation of public service. These complaints and unsatisfactory opinions can describe how bad the quality of the current public service is, which is benefited by the community. It may be the right time for the community to be treated as citizens, who will have rights and give priority to their rights for being served afterwards. They are not anymore being considered as clients who previously have no any choice in choosing and in determining what kind of service that they really want to. There are so many results from research, seminar and writings that are conducted by experts in which their works talk about the implementation of a good and qualified public service. Currently, however, the qualified public service has not yet implemented as should have been. The implementation of public service still acts as however it please to be and only emphasize on its own interest without considering the consumer’s importance as the party that should really be served as well as possible. For this reason, a research, which is done in Service Integrated Unit of the Jember Regency, tries to find out any factors affecting quality of the public services. The main core of the public service implementation is the quality of norm of the service executor. The matter that should be realized is that the executor is the person who should serve for the community, and the community is the one who should be served as well as possible.Keywords: Implementation of public service, legislatif

User Perception towards Ride hail Service: A case of Nagpur city, India

2021 ◽  
pp. 1-16
Author(s):  
B. Raghuram Kadali
Keyword(s):  
Public Transport ◽  
Public Transportation ◽  
Online Survey ◽  
University Campus ◽  
User Perception ◽  
Contributing Factors ◽  
Transportation Services ◽  
The Public ◽  
Shared Service

In recent times, there is an increase in the utilization of the ride-hail service (viz., mobile application-based shared service) by the younger generation due to tremendous changes in technology, extensive usage of smartphones, and perceived convenience during travelling. For evaluating ride-hail service further, it is necessary to understand the user perception towards the ride-hail service and public transportation system (viz., bus in this case) to efficiently plan the public transportation services. Hence, the present study analyzes user perception while making trips, using ride-hail service and public transport buses. A long stretch of 3.8 km has been selected in the Nagpur city for the study and the stretch attracts a good number of trips by ride-hailing and public transportation. To perform the analysis, a survey has been conducted in the stretch which includes an online survey (viz., based on the Google form) and an offline survey (viz., at selected bus stops on the route between university campus and shopping complex). A binary logit model has been developed to understand the user perception towards ride-hail service and to identify the significant contributing factors towards the preference of the ride-hail service over the public transport bus. From the model results, it has been noted that age, accessibility, waiting time, travel time, income, and travel cost of the trip are the most significant contributing factors that affect user decision for availing the ride-hail service. It has been concluded from the study that the inferences obtained would be useful in the direction of developing warrants for transport planners and policymakers to improve the service quality of public transport buses (viz., frequency and routes) in cities especially in the Indian context.

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