scholarly journals Indeks Kualitas Pelayanan Pernikahan oleh KUA di Kabupaten Kebumen Jawa Tengah

Al-Qalam ◽  
2017 ◽  
Vol 23 (1) ◽  
pp. 169
Author(s):  
Zakiyah Zakiyah
Keyword(s):  
Service Quality ◽  
Quality Index ◽  
Public Services ◽  
Quantitative Approach ◽  
The Public ◽  
Central Java ◽  
The Government ◽  
Quality Theory ◽  
Central Java Province

<p>This article concerns on the quality index of marriage service provided by office of ministry of religious affairs (KUA) in Kebumen district, Central Java province.  This is an important topic to be discussed since this is one of the public services offered by the government especially Ministry of Religious Affairs Republic Indonesia. This paper was written based on a research using a quantitative approach which is conducted at KUA Kebumen sub-district and KUA Pejagoan sub-district. Data was collected using questioners that were given to the respondents in two sub-districts. Then, data was analyzed using ServQual (Service Quality) theory. This theory looks at the gap between the expectation and the perceived services gained by the consumers. Results of this study show that generally the quality of such service is in a good and a very good category, however there is a negative gap,  so that it needs some correction to betterment.</p>

scholarly journals THE SERVICE QUALITY OF THE MINING BUSINESS PERMIT: STUDY IN THE INTEGRATED BUSINESS PERMIT SERVICE AGENCY OF TASIKMALAYA CITY

2019 ◽  
Author(s):  
Ishak Kusnandar
Keyword(s):  
Service Quality ◽  
Public Interest ◽  
Public Services ◽  
Secondary Data ◽  
Scientific Development ◽  
Service Agency ◽  
The Public ◽  
Government Bureaucracy ◽  
The Government

In public services, the step that needs to be considered by the government bureaucracy is how to increase awareness of the public interest, and for that the quality of public services by the government bureaucracy that has high dedication and loyalty will certainly be more relevant to current conditions. Government bureaucracy should be a channel of devotion and high loyalty to services that are oriented to the public interest, not vice versa which is abuse of power or authority. In carrying out its duties or functions of the government bureaucracy must be aware of changes both internally and externally. The tendency inherent in the government bureaucracy is the lack of attention to affordability and equity in service to the public interest. Easy, cheap, fast, right safe and comfortable service is fundamental to the public, because it can be seen from the socio-economic conditions that they cannot get expensive services. It is unfortunate that in fact, seeing that there are still many bureaucrats that tend to avoid public interests, that is why the level of the service quality for the public is still low. This study aims to analyze and describe the service quality of the mining business license in the Integrated Licensing Service Agency of Tasikmalaya City. The statement of the problem is that the service quality of the mining business licenses is still not good, while the formulation of the problem is how is the service quality of the mining business license at The Integrated Licensing Service Agency of Tasikmalaya City? The usefulness of this research is generally useful for aspects of scientific development in public administration, and is particularly useful in developing the public service quality . The research method used is a survey. Data collection techniques through primary and secondary data with presentation analysis. The results showed that the quality of public services in the mining business permit services in The Integrated Licensing Service Agencyof Tasikmalaya City was not good. Keywords: Government Bureaucracy, Quality of Public Servants

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.

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 STRATEGI PELAYANAN PUBLIK DI KANTOR KECAMATAN KANDANGAN KABUPATEN KEDIRI

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Imam Fachruddin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Capacity ◽  
Service Strategy ◽  
District Office ◽  
The Public ◽  
Analysis Techniques ◽  
Equipment Reliability ◽  
The Government

This study aims to determine the performance of the apparatus, the strategy of improving public services in Kandangan Subdistrict, Kediri Regency, as well as obstacles faced to strengthen public service capacity in the Kandangan District Office, Kediri Regency. This research is a descriptive study using a qualitative approach. Data collection techniques are carried out with observation, interview, and documentation techniques. Data analysis techniques used are interactive models. The validity of the data is done by triangulating the source and method. Utilizing the information from the informants, this study produced findings: 1). The public service strategy in the Kandangan District Office is seen from various indicators, namely the provision of physical facilities and equipment, reliability, simplification of processes, pure responsiveness of the apparatus, providing waiting rooms and places. Secure parking/assurance (Assurance), and empathy (empathy) apparatus in Kandangan Subdistrict, the average community considers it to be relatively good. 2). Sensitivity to the community, enhancing the professionalism of apartments and supplementing infrastructure - the strategy of the government of Kediri Regency in Improving the Quality of the Implementation of Public Services in Kandangan sub-district.

scholarly journals Urgency of the Public Services Supervision on the Regional Government Implementation

2020 ◽  
Vol 4 (2) ◽  
pp. 84-88
Author(s):  
Ida Ayu KETUT KARYANI ◽  
I Wayan PARSA
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Regional Government ◽  
Public Officials ◽  
The Public ◽  
Government Supervision ◽  
Service Sectors ◽  
The Government

This study examined the supervision of public services as stipulated in Law 25 of 2009, namely regarding public services and Law 23 of 2014 concerning regional government. Supervision carried out in the law is to give authority to each of the existing institutions or institutions, causing overlapping existing authority. Giving authority to officials will give birth to the rights and obligations to achieve the goals and intentions specified in the legislation. The rise of corruption cases occurs because of the weakness of existing supervision of government administration, especially in public services. In this case corruption will foster public distrust of public services. The form of maladministration carried out by public service providers is always associated with behavior in services performed by public officials and the norms of behavior of officials in public services. In addition, these problems are also caused by the opportunities and authority given to be abused and the low quality of public services in various service sectors. Supervision of public services can provide certainty about the public services provided by the government whether it has been running according to targets and objectives and is a way to find out as early as possible maladministration that might occur so that effective and accountable government can be realized.

scholarly journals Kualitas Pelayanan Publik dalam Pemberian Izin Mendirikan Bangunan Di Badan Pelayanan Perizinan Terpadu

PERSPEKTIF ◽  
2019 ◽  
Vol 8 (1) ◽  
pp. 6
Author(s):  
Andy Frans Leo Silalahi ◽  
Syafruddin Ritonga ◽  
Beby Masitho Batubara
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Services ◽  
Service Agency ◽  
The Public ◽  
Physical Evidence ◽  
Building Permit ◽  
Survey Results ◽  
Service Building

<em>This research title is ”Services Building Permit in Achieving Optimal Quality Public Services are held at Integrated Licensing Service Agency Pematang Siantar”. So far, in the minds of the public, that the quality of service Building Permit less bureaucracy and process sounds a bit complicated, and less than optimal. The main problem in this research is how the quality of public services in the granting of building permit in the Integrated Licensing Service Agency Pematang Siantar. The methods of data collection to use in this research were kuesioner, observation and documentation. The results showed that the quality of public services in the Service Agency of Integrated Licensing Pematang Siantar has been running well although there are still some constraints. This research uses the service quality theory of Zeithaml, Parasuraman and Berry consisting of 5 indicators of service quality that is tangible (physical evidence), reliability, responsiveness, Assurance and Emphaty. The survey results obtained from the respondents are tangible (physical evidence) of 51.9% (Pretty Good), Reliabelity of 77.2% (Good), Responsiveness of 73,4% (Good), Assurance 65,8% (Good), and Emphaty of 60,76%(Good). From these indicators can be concluded that the quality of service in the Integrated Licensing Service Agency Pematang siantar included in good category</em>

scholarly journals The Influence of Work Ethic on Public Services: Lessons from a Distant Indonesian Local Public Organization

2021 ◽  
Vol 3 (1) ◽  
pp. 174-187
Author(s):  
Leonardus Mangago
Keyword(s):  
Public Service ◽  
Work Ethic ◽  
Public Services ◽  
The Public ◽  
Qualitative Descriptive ◽  
The Government ◽  
And Behavior ◽  
Descriptive Survey ◽  
Service Standards

This research aimed to identify and analyze the principles, standards, elements, and quality of public services at the Office of Industry, Trade, and Cooperatives of Yahukimo Regency, Indonesia, located in a remote area. The research method applied was a qualitative descriptive survey with observation and interviews. The interviewees in this study were from 15 informants of different position levels. This study employed an interactive model to analyze the interview data. There were four main findings; firstly, in terms of the principle of public service transparency, the public was increasingly motivated to convey their demands, requests, and aspirations to the government. Meanwhile, accountability services were satisfactory per the provisions of laws and regulations, but public participation in public services was still lacking. Secondly, public service standards and service procedures were implemented following the stipulated provisions and competencies of officials. Those public officers had related-abilities in the form of knowledge, prowess, skill, attitude, and behavior that are required in completing their duties. Thirdly, in terms of public services, the public officers’ work ethic was a driving force for the officials to comply with the prior-set and agreed with rules and work procedures. At the same time, the facilities and infrastructure were adequate. Finally, regarding the quality of public services, the goals and targets of the service were well achieved.

scholarly journals Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat Pada Bidang Pelayanan Penempatan Tenaga Kerja di Dinas Tenaga Kerja dan Transmigrasi Kabupaten Kabupaten Bantul Daerah Istimewa Yogyakarta

2021 ◽  
pp. 24
Author(s):  
Wilis Fahlefi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Sampling Technique ◽  
Community Satisfaction ◽  
Probability Sampling ◽  
The Public ◽  
Placement Services ◽  
Special Region

The purpose of this study was to determine the effect of the quality of public services on community satisfaction in the field of labor placement services at the Manpower and Transmigration Office of Bantul Regency, Special Region of Yogyakarta. Sampling in this population uses a non-probability sampling technique with the type of accidental sampling. The population of people who visited the Manpower and Transmigration Office of Bantul Regency, D.I.Yogyakarta, was 50. The sample taken was 44. Data was collected by distributing questionnaires to respondents. The collection technique using SPSS.17. Based on the results of the study, it was stated that the Public Service Quality variable had a positive and significant effect on community satisfaction, having a significant value of 0.000 less than 0.05

scholarly journals Partnership Between Government And Private Vocational School In Public Services (Study At The Village Fishermen Filling Station Sumber Jaya Sub-District Of Kampung Melayu City Of Bengkulu)

2019 ◽  
pp. 248
Author(s):  
Novliza Eka Patrisia ◽  
Rekho Adriadi
Keyword(s):  
Private Sector ◽  
Public Service ◽  
Public Services ◽  
Positive Response ◽  
Public Response ◽  
The Public ◽  
Filling Station ◽  
The Government ◽  
The Village

Partnerships  between  Government  and  the  Private  Sector  in  Public Services. Quality of public services will result in a positive response from the public so it needs a specific strategy in its implementation, one of which is by using Public Private Partnership (PPP). This study aims to describe and analyze the partnership that exists between the government and the private sector, describe and analyze the public response to the quality of service as well as explain the enabling and inhibiting factors in the implementation of public service in Fuel Filling Station of Fishermen (SPBN) Kampung Bahari,  of Bengkulu city. The method used in this study used a qualitative approach. Quality of public services in SPBN Kampung Bahari get an appraisal "Good" of users but in terms of access and tangible gain diverse assessment due to locations that are not easily accessible by all users and the number of facilities SPBN that were in poor condition.

scholarly journals Kajian Normatif Mengenai Penggunaan Discrecionary Power Bagi Pejabat Pemerintah Dalam Upaya Meningkatkan Kualitas Penyelenggaraan Pemerintahan

2017 ◽  
Vol 7 (1) ◽  
pp. 63
Author(s):  
Tri Mulyani ◽  
A Heru Nuswanto ◽  
Endah Pujiastuti
Keyword(s):  
Public Services ◽  
Discretionary Power ◽  
Literature Study ◽  
Government Officials ◽  
The Public ◽  
Government Administration ◽  
The Government ◽  
Principle Of Legality ◽  
Research Type

<p>Setiap negara hukum menuntut agar dalam penyelenggaraan pemerintahan harus didasarkan pada asas legalitas yaitu ketentuan undang-undang, termasuk juga Indonesia. Namun dalam hal melaksanakan tugas dan kewajiban penyelenggaraan pemerintahan agar dapat memberikan dan menjaga kualitas pelayanan publik serta mengusahakan kesejahteraan, di samping memberikan jaminan dan perlindungan bagi warga negara, maka tidak bisa hanya berpegang pada asas legalitas, karena semakin hari, perkembangan tuntutan pelayanan publik semakin kompleks dan beragam. Permasalahan demi permasalahan muncul dimasyarakat, dan pada kondisi seperti inilah muncul prinsip bahwa pemerintah tidak boleh menolak untuk memberikan pelayanan kepada masyarakat dengan alasan tidak ada peraturan perundang-undangan yang mengaturnya atau belum/tidak ada peraturan perundang-undangan yang dijadikan dasar kewenangan untuk melakukan perbuatan hukum. Oleh karena itu pemerintah diberikan kewenangan bebas melakukan tindakan/perbuatan tanpa harus terikat undang-undang yaitu <em>discresionary power</em>. Sehingga dalam penelitian ini akan dikaji lebih dalam tentang pentingnya penggunaan diskresi bagi pejabat pemerintah dalam penyelenggaraan pemerintahan. Metode penelitian yang dipergunakan diantaranya adalah jenis penelitian yuridis normatif, dengan pendekatan perundang-undangan dan konsep, spesifikasinya diskriptif analitis, pengumpulan data dengan studi kepustakaan dan akan dilakukan analisis secara kualitatif. Adapun hasil penelitian menunjukkan bahwa pentingnya penggunaan <em>discresionary power</em> bagi pejabat pemerintah dalam penyelenggaraan pemerintahan adalah sebagai alternatif untuk mengisi kekurangan dan kelemahan di dalam penerapan asas legalitas (<em>wetmatigheid van bestuur</em>), agar di samping pemerintah dapat melindungi dan menjamin kepastian hukum warga negara, pemerintah juga dapat memberikan pelayanan publik dan kesejahteraan bagi warga negara.</p><p><em>Each legal state requires that in the administration of the government should be based on the legality principle of the provisions of the law, including Indonesia. However, in terms of carrying out the duties and obligations of government administration in order to provide and maintain the quality of public services and prosperity, in addition to providing guarantees and protection for citizens, it can not just stick to the principle of legality, because the day, the increasingly complex demands of public services and diverse. Problems after problems arise in the community, and in such conditions the principle that the government should not refuse to provide services to the public on the grounds there is no legislation that regulate it or not / no legislation on which the authority to do legal action . Therefore the government is given free authority to perform actions / deeds without having to be bound by legislation that is discretion. So in this study will be studied more deeply about the importance of the use of discretion for government officials in the administration. The research method used is normative juridical research type, with approach of legislation and concepts, analytical descriptive specification, data collection with literature study and will be analyzed qualitatively. The results of the study indicate that the importance of discretionary power for government officials in the administration is an alternative to fill the shortcomings and weaknesses in the application of legality principle (wetmatigheid van bestuur), so that in addition to the government can protect and ensure legal certainty of citizens, the government can also provide public services and welfare for citizens. </em><em></em></p>

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