scholarly journals KEPUASAN MASYARAKAT TERHADAP KINERJA PEGAWAI RUMAH SAKIT UMUM DAERAH PAMBALAH BATUNG AMUNTAI

2019 ◽  
Vol 3 (1) ◽  
pp. 31
Author(s):  
Irza Setiawan
Keyword(s):  
Performance Measurement ◽  
Public Service ◽  
Public Services ◽  
Quantitative Approach ◽  
Level Of Service ◽  
Continuous Line ◽  
Service Cost ◽  
Satisfaction Index ◽  
A Value

This research is mandatory on the basis of the enactment of Law Number 25 Year 2009 on public services, which is then reaffirmed in Provincial Regulation Number 4 year 2013 on public service and Governor Regulation Number 064 year 2014 on the Implementation of Public Service, through its continuous line of apparatus to improve the quality of public services provided. Methods This study uses a quantitative approach, with which the technique of collecting data using questionnaires, observation and documentation, while the answer form in the questionnaire consists of four choices of answers that indicate the level of service satisfaction, ie from not good to good. Result of Research on Satisfaction of Public to Performance of Public Pambalah Batung Amuntai Hospital, The lowest element of service is disciplinary of service officer that is 2,87, while the highest is Clarity of Service Officer, Justice of Getting Service and Fairness of Service Cost is 2,98. The results of research on the performance measurement of Pambalah Batung Amuntai Hospital, if associated with Public Satisfaction Index (IKM) get a value of 72.5 which means entering the category of satisfaction value "Good" with the value of the letter "B". 

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2019 ◽  
Vol 3 (02) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

scholarly journals PUBLIC SATISFACTION INDEX (IKM) SURVEY AT DEPARTMENT OF INVESTMENT AND ONE STOP INTEGRATED SERVICE (DPMPTSP) IN SUBANG REGENCY

2018 ◽  
Author(s):  
Kamal Alamsyah
Keyword(s):  
Public Service ◽  
Public Services ◽  
Fiscal Decentralization ◽  
Primary Data ◽  
The Public ◽  
Satisfaction Index ◽  
Complaint Handling ◽  
One Stop ◽  
Integrated Service

In accordance with the mandate of the law, changes in the system of governance in the region have changed from a centralized model to decentralization. This is characterized by the devolution of most government affairs to the region including the implementation of fiscal decentralization directed to finance the administration of government affairs. Law Number 25 Year 2009 concerning Public Service and Regulation of the Minister for Empowerment of State Apparaturs and Bureaucracy Reform Number 16 Year 2014 on Guidelines for the Survey of the Public Satisfaction Index on Public Service Implementation recommends that every service provider conduct a Public Satisfaction Index (IKM) survey periodically. This research uses deductive quantitative method. Primary data is obtained through direct survey and interview. The data were obtained using questionnaires with closed questions. Types of sample are purposive sampling counted 240 people. The purpose of the survey of IKM on public service units is intended to get opinion of the public regarding the quality of public services in Department of Investment and One Stop Integrated Service (DPMPTSP), Subang Regency. The IKM survey is conducted on four service units, namely Building Permit (IMB), Business License (SIUP), Company Registration Certificate (TDP) and Industrial Registration Certificate (TDI). Measurement of IKM survey of public services using PERMENPANRB Number 16 Year 2014 which consists of 9 aspects: 1) Requirements; 2) Procedures; 3) Time of service; 4) Costs / Tariffs; 5) Product Specifications Type of Service; 6) Executing Competencies; 7) Executive Conduct; 8) Service Notice; and 9) Complaint Handling, Suggestions and Feedback. IKM from four types of public services in Subang Regency DPMPTSP of 3.20 or if converted by 79.89. The results of the IKM are in the category of Quality of Service Performance B (Good).

scholarly journals Evaluasi Terhadap Kualitas Pelayanan Publik Melalui Kajian Indeks Kepuasan Masyarakat (IKM) pada Unit Referensi Perpustakaan Universitas Gadjah Mada

2016 ◽  
Vol 11 (1) ◽  
pp. 1
Author(s):  
Aprilia Mardiastuti
Keyword(s):  
Undergraduate Students ◽  
Public Services ◽  
Doctoral Programs ◽  
Environmental Safety ◽  
Service Personnel ◽  
Satisfaction Index ◽  
University Library ◽  
A Value ◽  
Index Value

The problems discussed in this research are the quality of public services has been implemented by the Reference Unit Gadjah Mada University Library and the factors that need to be improve in order to improve the quality of service to the community. The purpose of this research was to determine the quality of public services that have been implemented by the Reference Unit Gadjah Mada University Library. The methods used to collect the data are survey and documentation. Research instrument that serves as a means of collecting data in this survey is a questionnaire filled in or is asked to each respondent, are about 14 elements, they are procedure, elements of services, clarity of service personnel, disciplinary officer, officer responsibilities, the ability of officers, fairness in obtaining service, politeness and friendliness of staff, service costs, the matches between service costs with the rule, the accuracy of the service schedule, environmental comfort, and the environmental safety. Methods of data analysis used in this study are based on the Minister for Administrative Reform No. KEP/25/M.PAN/2/2004 consist General Guidelines for Preparation of Community Satisfaction Index. The respondents were Diploma or Undergraduate Students, Postgraduate Student, Doctoral Programs Student, Lecturers/Researchers, and the public, and up to 150 respondents. Based on the results of a survey of 150 respondents, there are four elements of service that has a value less than 2.51 or not good, that is the procedure of service, speed of service, service costs, and environmental comfort. Elements that have values between 2.51 to 3.25 or have a good value, includes elements of compliance with the provisions of environmental safety and the matches between service costs with the rule. While the element that scored more than 3.26 or very well include elements of service requirements, clarity of service personnel, disciplinary officer, officer responsibilities, the ability of officers, fairness in obtaining service, politeness and friendliness of staff, as well as the accuracy of the service schedule. Based on the analysis of research data, overall, public services are maintained by the Reference Unit Gadjah Mada University Library has a service quality index value 77,225 or quality B, we can say that public service at the Reference Unit Gadjah Mada University Library is Good Enough.

scholarly journals Improving Citizen Satisfaction Index on Educational Study Program

2020 ◽  
Vol 006 (02) ◽  
pp. 219-223
Author(s):  
Hermawan Hermawan ◽  
Erlita Cahyasari ◽  
Lestari Eko Wahyudi
Keyword(s):  
Public Service ◽  
Public Services ◽  
Evaluation Framework ◽  
Study Program ◽  
Citizen Satisfaction ◽  
Satisfaction Index ◽  
Services Delivery ◽  
The Government ◽  
Periodic Evaluation

This paper focus on the improvement on the quality of public services needs to be carried out sustainably, so that a periodic evaluation of public service delivery is needed. The government in the last decade has attempted to formulate an evaluation framework for public services delivery. This is proven from changes in regulations that dynamically follow the development needs. This research focuses on customer satisfaction in perceiving the service. The results show that there are several services that need to be improved.

scholarly journals Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Pemberian Izin Mendirikan Bangunan di Kota Jayapura (Suatu Studi di Dinas Penanaman Modal dan Perizinan Terpadu Satu Pintu)

2020 ◽  
Vol 006 (03) ◽  
pp. 457-465
Author(s):  
Ni Luh Putu Nia Ariastuti
Keyword(s):  
Public Service ◽  
Public Services ◽  
Qualitative Approach ◽  
The Public ◽  
Service Environment ◽  
Satisfaction Index ◽  
Descriptive Research ◽  
Service Fairness

This studi aims to analyze the Public Satisfaction of Public Service Providing IMB in Jayapura City. Researchers analyzed using 14 indicators based on the KEPMENPAN regulation Number 25 of 2004 concerning Guidelines for Preparation of Comunnity Satisfaction Index consisting of service procedure, service requirements, clarity of service officers, discipline of service officers, responsibility of officers, ability of officers, speed of service, fairness of service, courtesy and friendliness of staff, the fairness of costs, certainty of costs, certainty of schedule, comfort of the environment and security of service. As for the type of research used is descriptive research with a qualitative approach. The results showed that 14 indicators of SMIs used 5 of them identified the quality of public services in the DPMPTSP Jayapura City including service requirements, service ability, speed of service, certainty of schedule and comfort of the service environment. For this reason, there is still a need to improve and improve the quality of public services in DPMPTSP Jayapura City.

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2018 ◽  
Vol 3 (2) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

scholarly journals ANALISIS INDEKS KEPUASAN MASYARAKAT MAL PELAYANAN PUBLIK KOTA PROBOLINGGO

2021 ◽  
Vol 3 (1) ◽  
pp. 56-61
Author(s):  
Melisa Srimurty Aprilia ◽  
Renny Candradewi Puspitarini
Keyword(s):  
Information System ◽  
Customer Satisfaction ◽  
Public Service ◽  
Digital Literacy ◽  
Public Services ◽  
Service Use ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Satisfaction Index

This study aims to describe the results of the analysis of the community satisfaction index in the Public Service Mall (MPP) in the City of Probolinggo. The community satisfaction index is a product of a community satisfaction survey whose guidelines can be found in the Regulation of the Minister of PAN-RB Number 14 of 2014. In it there are elements of assessment including conformity to service requirements, ease of service procedures, speed of service time, suitability of service products, competence of officers, behavior of officers, quality of facilities and infrastructure, handling of complaints on service use, and customer satisfaction. The existence of a community satisfaction survey is an effort to determine the quality of public services. For this reason, community satisfaction surveys need to be conducted periodically and the results must be published for the general public to know. This survey was conducted using data collection techniques by distributing questionnaires consisting of nine elements of questions that are loaded simply so that the pluralist respondents can easily understand them. The analysis was performed using descriptive quantitative data analysis. This study comes to the conclusion that the level of community satisfaction is quite good with public services at MPP. The procedures are easier and the staff at MPP are polite and friendly. However, there are still some shortcomings, for example a lack of resource facilities and also a special site for online complaints so that people can more easily provide opinions, suggestions, or criticisms of the services provided at MPP and this requires a further evaluation stage. Another recommendation is that the queue information system can be a solution to break down the congestion of public services at certain hours and certain days. In addition, through the queue information system, people with digital literacy can register, know and monitor queues online. Keywords: public service, customer satisfaction, public service mall, public satisfaction survey, public satisfaction index

scholarly journals ANALISIS INDEKS KEPUASAN MASYARAKAT (IKM) DI KANTOR KECAMATAN PALARAN KOTA SAMARINDA

2019 ◽  
Vol 6 (1) ◽  
pp. 19
Author(s):  
. Emi
Keyword(s):  
Public Service ◽  
Public Services ◽  
Weighted Average ◽  
Sample Population ◽  
Community Satisfaction ◽  
District Office ◽  
Average Percentage ◽  
Average Value ◽  
Satisfaction Index

This study aims to identify and analyze the Community Satisfaction Index (HPI) to public service organized by the District Office Palaran. Besides, this study also aimed to determine the factors supporting and hindering the implementation of public services at the District Office Palaran. This study uses a combined approach between quantitative and qualitative descriptive. A quantitative approach using the sample population as a source of data while the qualitative approach featuring informant as speakers or participants in answering the problem of research. The results showed that the average percentage method, Community Satisfaction Index (HPI) to public service organized by the District Office Palaran is 70.1%, this means that the quality of public services produced in the category quite well. While the results of the analysis by the method of the weighted average value, generating Community Satisfaction Index (HPI) to public service organized by the District Office Palaran with a score of 87.25, which means the value perception and quality of public services organized by the District Office in the category Palaran very Good (Grade A).Keyword : satisfaction, society, public service

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.

REFORMASI BIROKRASI DITINJAU DARI ASPEK PELAYANAN PUBLIK & KETERBUKAAN INFORMASI PUBLIK

2015 ◽  
Vol 1 (1) ◽  
pp. 58-71
Author(s):  
Firman .
Keyword(s):  
Public Service ◽  
Public Services ◽  
Public Information ◽  
Quality Of Services ◽  
Freedom Of Information ◽  
Quality Service ◽  
Reform Agenda ◽  
Bureaucratic Reform

Penelitian ini bertujuan untuk mereformasi birokrasi dalam aspek pelayanan publik dan kebebasan informasi. Rendahnya kualitas pelayanan dan kebebasan informasi yang telah diselenggarakan di birokrasi membuat beberapa masalah dalam mencapai kualitas pelayanan yang baik. Peraturan tentang pelayanan publik harus menjadi acuan yang dapat dimaksimalkan dengan baik oleh regulator ketika diimplementasikan. Hal ini membuat pelayanan publik menjadi rumit, panjang dan mahal, Hal ini juga yg menjadi pemicu penyalahgunaan dan korupsi di berbagai tingkat pemerintahan. Ditambah dengan cara berpikir birokrasi yang tidak membuat masyarakat sebagai aktor yang harus dilayani. Agenda reformasi birokrasi juga cenderung tidak memiliki orientasi yang jelas dalam berbagai masalah birokrasi terutama dalam kinerja birokrasi Kata Kunci :  Birokrasi, Pelayanan Publik, Keterbukaan Informasi Publik.This study purposes to bureaucratic reform in terms of aspects of public services and freedom of information. Low quality of services and freedom of information that has been held in the bureaucracy make some troubles in attaining a good quality service. The regulations concerning public services should become a reference that can be maximized well by the regulator in the execution. This made public services being complicated, long and expensive, this also triggers an abuse and corruption in various levels of government. Coupled with the manner of thinking of the bureaucracy that does not make the community as an actor that must be served. Bureaucracy reform agenda also tends to not have orientation that clearly in complete various bureaucratic problems primarily in the performance of bureaucracy Keywords :   Bureaucracy, Public Service, Transparency of Public Information.

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