scholarly journals ANALISIS KUALITAS PELAYANAN DINAS PEMADAM KEBAKARAN KOTA SURABAYA

2016 ◽  
Vol 2 (01) ◽  
Author(s):  
Mertilinda Adelberty
Keyword(s):  
Quality Of Service ◽  
Good Governance ◽  
Fire Hazard ◽  
Fire Department ◽  
Community Services ◽  
Primary Data ◽  
Five Dimensions ◽  
The People ◽  
The Government

Creating Good Governance is the role of the Government to improve the welfare of thecommunity. For the essence of government is public service. The Fire Department is anagency of local government office which is engaged in the social community services,particularly services in the handling of the fire hazard. The purpose of this study was todetermine the quality of service in the fire department of Surabaya in accordance withservice quality dimensions of Agus Dwiyanto namely: the attitude of the officer, theprocedures, time, facilities and services. Informants were taken are the people who neverget the services and Surabaya City Firefighters. In the method of data collection, theresearchers used primary data by using a questionnaire to the informant. The results showedthat the quality of service at the Fire Department in Surabaya based on five dimensions ofservice quality in general has not been fulfilled optimally. Particularly on indicators ofresponsiveness officer, indicators ease of the procedure, according to SOP service indicatorand service satisfaction indicators get low grades. Therefore, the Government Office offires are expected soon as possible to fix the procedures and services as well as the attitudeof officers to serve the community with optimal namely by providing training andeducation to the intense fire officials that the ability and insight to grow.Keywords: quality, service

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 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 Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

scholarly journals Analisis Faktor-Faktor Yang Mempengaruhi Kualitas Pelaksanaan Pengadaan Barang/jasa Di Pemerintah Provinsi Gorontalo

2017 ◽  
Vol 8 (2) ◽  
Author(s):  
Surya H Ahmad ◽  
Jullie J Sondakh ◽  
Jenny Morasa
Keyword(s):  
Quantitative Research ◽  
Service Providers ◽  
Good Governance ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Provincial Government ◽  
Primary Data ◽  
The Government ◽  
Selection Of

Abstract. Procurement of government goods / services is the activity of obtaining goods / services at reasonable prices, quantity and quality appropriately and timely. Goods / services procurement activities cover efforts to meet the needs of goods / services based on prevailing regulations and legislation, with various considerations for the purposes of easy control and evaluation. By implementating good procurement of goods / services, the good governance atmosphere is hoped to be established. This study aims to analyze the factors that affect the quality of procurement of goods / services in the Provincial Government of Gorontalo. This is a quantitative research and data were analysed by multiple linear regression analysis. Primary data were employed in this study and collected by distributing questionnaires. This study uses four independent variables, namely self-estimate price (HPS), time of procurement of goods / services, integrity, method of selection of goods / service providers, and one dependent variable is the quality of procurement of goods / services.The result of the research shows that the estimated price affect negatively and significantly the quality of the procurement of goods / services. On the other hand, the time of procurement of goods / services, integrity, and the method of selection of goods / service providers affect positively and significantly  the quality of procurement of goods / services in the Government Gorontalo Province.Keywords: HPS, Implementation of procurement of goods / services period, integrity, procurement of goods/services. Abstrak. Pengadaan barang/jasa pemerintah merupakan kegiatan memperoleh barang/jasa dengan harga yang dapat dipertanggungjawabkan, jumlah dan kualitas yang sesuai serta pengadaan yang tepat waktu. Kegiatan pengadaan barag/jasa mencakup usaha-usaha untuk mencukupi kebutuhan barang/jasa berdasarkan peraturan dan perundang-undangan yang berlaku, dengan berbagai pertimbangan agar pengendalian dan evaluasi mudah dilakukan. Dengan pelaksanaan pengadaan barang/jasa yang baik akan menciptakan suasana pemerintahan yang baik (Good Governance). Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi kualitas pelaksanaan pengadaan barang/jasa di Pemerintah Provinsi Gorontalo. Metode penelitian yang digunakan adalah metode kuantitatif dengan analisis regresi linear berganda. Sumber data yang digunakan dalam penelitian ini adalah data primer dan pengumpulan data dilakukan secara langsung dengan menggunakan kuesioner. Penelitian ini menggunakan empat variabel independen yaitu harga perkiraan sendiri (HPS), waktu pelaksanaan pengadaan barang/jasa, integritas, metode pemilihan penyedia barang/jasa, dan satu variabel dependen yaitu kualitas pelaksanaan pengadaan barang/jasa.Hasil penelitian menunjukan bahwa harga perkiraan memiliki  pengaruh negatif dan signifikan terhadap kualitas pelaksanaan pengadaan barang/jasa, sedangkan waktu pelaksanaan pengadaan barang/jasa, integritas, dan metode pemilihan penyedia barang/jasa memiliki pengaruh positif dan signifikan  terhadap kualitas pelaksanaan pengadaan barang/jasa di Pemerintah Provinsi Gorontalo.Kata Kunci: HPS, waktu pelaksanaan pengadaan barang/jasa, integritas, pengadaan barang/jasa.

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 MERIT SYSTEM POLICY IN IMPLEMENTING POSITION MOVEMENTS IN THE SIMEULUE DISTRICT GOVERNMENT OF ACEH PROVINCE

2020 ◽  
Vol 18 (2) ◽  
pp. 93-112
Author(s):  
Khalida Ulfa ◽  
Fajar Rahmanto ◽  
Suswanta Suswanta
Keyword(s):  
Good Governance ◽  
Research Information ◽  
The People ◽  
Aceh Province ◽  
District Government ◽  
The Government ◽  
Merit System ◽  
Government Institution

Merit System is the placement of someone with a high leadership position based on their competency. The government as the holder of power always makes new regulations or policies and also changes existing policies, to improve the quality of life of the people and the government institution itself. This article aims to analyze the merit system policy in the implementation of the government in Indonesia in implementing the principles of good governance and to see how the role of Baperjakat in making the mutation decision letter has caused problems between ASN and the Regent of Simeulue. The research method uses descriptive qualitative through literature review and research information. Sources of data obtained through journals, news, and documents. Data analysis techniques using Nvivo plus 12 analysis in the form of the crosstab. The results showed that the procedure for the policy of the position of the State Civil Apparatus (ASN) issued by the Regent of Simeulue was not based on established rules. In the process of mutation, the basic foundation of its implementation is still to use the seniority system and the spoil system where this system is not well used in the mutation process. In this mutation, the application is not by the principles of good governance.

scholarly journals KUALITAS PELAYANAN PASANG BARU LISTRIK PRABAYAR PADA PT. PLN (PERSERO) RAYON DARMO PERMAI SURABAYA

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Umu Bariroh ◽  
Tri Yuliyanti
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Electric Power ◽  
Observation Data ◽  
Analysis Techniques ◽  
The People ◽  
The Government ◽  
Increasing Demand ◽  
Using Data

Quality of New Possible Service Proportar at PT. PLN (Persero) Rayon Darmo Permai Surabaya. One of the main tasks of the government is to provide services, including in terms of electrical services. PLN is the only BUMN appointed as a provider of electric power to meet the electricity needs of the people of Indonesia. So this study aims to determine and value the quality of public services at PT. PLN (Persero) area Darmo Permai Surabaya necessary of electric power can be seen from the increasing demand for electricity supply in each region. This becomes the trigger of PT. PLN (Persero) to make innovations in the form of products to help meet the electricity needs of consumers. PLN continues to improve its service productivity with Prepaid Electricity. The method used in this research is qualitative research method with descriptive type. The data were collected by interview, questioner and observation. Data analysis techniques conducted in this study is data reduction by selecting data according to research, also presenting data by presenting data that has been reduced and obtained from PT. PLN (Persero) Darmo Permai area of Surabaya, and also using data analysis techniques draw conclusions by deducing data that has been reduced and presented. Based on the results of research can be concluded that the quality of electricity service prepaid in PT. PLN (Persero) Darmo Permai Surabaya area can be said is good enough. But on the other hand, there needs to be improvements made. Lack of adequate parking facilities, but also the number of booths available, indirectly this will affect the quality of service itself. Keywords: Quality of service, public service, electricity prepaid

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 PENGARUH GOOD GOVERNANCE, SISTEM PENGENDALIAN INTERN PEMERINTAH, KOMPETENSI SUMBER DAYA MANUSIA TERHADAP KUALITAS LAPORAN KEUANGAN PEMERINTAH DAERAH (LKPD) PADA OPD KOTA MALANG

2020 ◽  
Vol 8 (1) ◽  
Author(s):  
Vika Erinna AgustiningTyas ◽  
Irma Tyasari ◽  
Doni Wirshandono Yogivaria
Keyword(s):  
Local Government ◽  
Human Resource ◽  
Internal Control ◽  
Good Governance ◽  
Financial Statements ◽  
Primary Data ◽  
Literature Study ◽  
Financial Reports ◽  
The Government

This study aims to examine and explain the effect of good governance, government internal control systems and human resource competencies on the quality of local government financial statements (LKPD) in Malang City Organization (OPD). This quantitative study determined the sample by purposive sampling with the criteria of respondents in 28 OPD Malang in Sub. The Planning and Financial Section is 146 respondents. The type of data used is primary data. Data collection techniques from questionnaires and literature study. The results showed that good governance and the government's internal control system had a significant positive effect on the quality of local government financial reports (LKPD) in Malang City's Organization (OPD). Whereas human resource competency does not significantly influence the quality of the financial statements of the local government (LKPD) in Malang City Regional Organization. The implications of this study can measure what aspects are the priorities of the author in expressing the quality of financial statements in the Government of Malang City

scholarly journals Analisis Kualitas Pelayanan yang Diberikan Koperasi Restu Berdikari Kecamatan Sungai Tebelian Kabupaten Sintang

2013 ◽  
Vol 9 (3) ◽  
pp. 268
Author(s):  
Devi Yasmin ◽  
Supriyadi Sup
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Primary Data ◽  
Survey Method ◽  
Savings And Loans ◽  
Five Dimensions ◽  
Savings And Loan ◽  
Study Population ◽  
The Difference

This study discusses the quality of service given the blessing of self-sustained cooperative Sungai Tebelian Kabupaten Sintang. This study aims to determine the quality of service that includes tangible dimension, reliability, responsiveness, assurance and empathy. This type of research used in this research is the survey method. Data collection techniques are the primary data, interviews, questionnaires. The study population numbered 808 members and 100 of whom were sampled. The selected sample of Purporsive Sampling with the criteria set by saving at least 5 months old and all members of the cooperative blessing respondents who self-sufficient savings and loans. Technical analysis is the analysis of the data used servqual score = score of expectation-perception score is calculating the difference or (Gap) to determine the quality of service. Of the five dimensions of service quality Restu Cooperative of Self-reliance can be concluded that the positive savings and loan service users are not satisfied with the quality of service cooperatives Restu Berdikari for service quality Servqual score of 0.37 was obtained. The analysis showed that the expected value is greater than the perceptions of members of the cooperative, means a greater quality of service expectations than on reality. The results of this study indicate members' responses to service quality Restu Berdikari Cooperative shows that most responding dissatisfied. Items that are greatest difference is the responsiveness of the employees of cooperatives is 0.66.Keywords: Service Quality, Koperasi Restu Berdikari, Kabupaten Sintang

Sign in / Sign up

Export Citation Format

Share Document