scholarly journals Nudge and Improvement of Quality in Public Service: Process and Enlightenment

2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Hongbin Lin
Keyword(s):  
Behavioral Economics ◽  
Public Service ◽  
Service Process ◽  
Important Criterion ◽  
Public Behavior ◽  
Value Rationality

The improvement of quality in public service is an inevitable requirement during the development of public service practices. Public satisfaction is an important criterion to measure the quality of public service. The value rationality of public behavior is a significant factor that affects public satisfaction and governments’ credibility. In recent years, "nudge" theory in behavioral economics has received wide attention and application.

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

Arrangement of Archives of Cloud Computing Based and Utilization of Microsoft Access

2018 ◽  
Vol 1 ◽  
pp. 198
Author(s):  
Lusy Tunik Muharlisiani ◽  
Henny Sukrisno ◽  
Emmy Wahyuningtyas ◽  
Shofiya Syidada ◽  
Dina Chamidah
Keyword(s):  
Cloud Computing ◽  
Public Service ◽  
Human Life ◽  
Electronic System ◽  
Main Function ◽  
Scientific Publications ◽  
Data Manipulation ◽  
Administrative Management ◽  
Microsoft Access

Service at the “Kelurahan” is a very important part in determining the success of development, especially in public service. The problem faced is the lack of skill level of the “Kelurahan” apparatus with the more dynamic demands of the community and the archive management system is still conventional and manual that is writing the identity of the archive into the book agenda, expedition, control card, and borrowed archive card, so it takes a more practical electronic system, effective and efficient so required to develop themselves in order to improve public services. Conventional administration and archive management must be transformed into cloud-based computing (digital), for which archiving managers should always be responsive and follow these developments and wherever possible in order to utilize for archival activities, with greater access expected archives are evidence at once able to talk about historical facts and events and be able to give meaning and benefit to human life, so archives that were only visible and readable at archival centers can now be accessed online, and even their services have led to automated service systems. Using Microsoft Access which its main function is to handle the process of data manipulation and manufacture of a system, this system is built so that the bias runs on Cloud which means Cloud itself is a paradigm in which information is permanently stored on servers on the internet and stored. The purpose of this program is the implementation of administrative management that has been based cloud computing (digital) and is expected to be a solution in managing the archive so that if it has been designed and programmed, it can be stored in the computer and benefi- cial to the “Kelurahan” apparatus and add in the field of management archives in the form of improving the quality of service to the community, can facilitate and scientific publications.

KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) RUMAH TINGGAL DI KECAMATAN KRAMAT JATI JAKARTA TIMUR

2015 ◽  
Vol 1 (2) ◽  
pp. 101
Author(s):  
Della Arumnitas Sudrajat ◽  
R. Akhmad Munjin ◽  
Irma Purnamasari
Keyword(s):  
Descriptive Analysis ◽  
Direct Interaction ◽  
Sampling Technique ◽  
Service Process ◽  
Improve Quality ◽  
Quality Service ◽  
Building Permit ◽  
Service Building ◽  
Theory Framework

This study aims to determine how service quality of Building Permit in District Kramat JatiResidential, East Jakarta. The population in this research is 48 people in the district who filed a Keramat Jati Residential petition. The method used in this research is descriptive analysis. The sampling technique used in this study is Incidental Sampling, which sampling technique by coincidence, that anyone who by chance met with the researchers can be used as a sample, which is deemed suitable by research. Then the amount used as many as 48 people. Theory framework used in this study is Ratminto and Winarsih 2006. Service is an activity or a description of the activities that take place in the direct interaction between a person with another person or machine physically and provide customer satisfaction. The result is that the services provided by the Kramat Jati’s subdistrict officer for the community applicant Building Permit Residential, located in the Good criteria with interpretation number is 3.52. The conclusion of this study is still a lack of discipline of officers in the service process that makes the event of delay that hinder the implementation of the applicant service Building Permit Residential, the researchers recommend the discipline of officers need to be improved so that every service process can run well and can improve quality of care provided to the public.Keywords : Quality Service, Building Permit, the Applicant Building Permit

PERBANDINGAN KUALITAS PELAYANAN ANTARA PERPUSTAKAAN PROVINSI KEPRI DENGAN KOTA TANJUNG PINANG

2017 ◽  
Vol 2 (3) ◽  
pp. 288
Author(s):  
Dimas Satriadi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Methods ◽  
Quality Service ◽  
Data Collecting ◽  
Service Institution ◽  
Better Than

<p><em>The quality of public service is an important and it must have bye the each public service institution. Includes the library as a public service institution giving service for the all visitors. This research aims to know the comparisation of Kepri Province Libraries quality service  and Tanjungpinang City Libraries quality service. The method used in this research is quantitative methods with questionnaire to 40 responden as samples. This questionnaire as an data collecting instruments. These results indicate the quality of two libraries is good. But, if they compared the service quality of  Province Kepri  Libraries is better than  Tanjungpinang City Libraries. This look from average scored  results is 152,61 points  for Kepri Province Libraries, and 150,66 points for Tanjungpinang City Libraries, in the good categories</em></p><p>Kualitas pelayanan publik merupakan hal yang penting dan harus dimiliki oleh masing-masing lembaga pelayanan publik. Termasuk perpustakaan sebagai lembaga pelayanan publik yang memberikan pelayanan kepada semua pengunjung. Penelitian ini bertujuan untuk mengetahui perbandingan kualitas layanan Perpustakaan Provinsi Kepri dan kualitas pelayanan Perpustakaan Kota Tanjungpinang. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan 40 responden sebagai sampel. Kuesioner ini sebagai alat pengumpul data. Hasil penelitian ini menunjukkan kualitas kedua perpustakaan suda bagus. Tapi jika dibandingkan kualitas pelayanan Perpustakaan Provinsi Kepri lebih baik dari pada Perpustakaan Kota Tanjungpinang. Hasil dari hasil rata-rata ini adalah 152,61 poin untuk Perpustakaan Kepri Province, dan 150,66 poin untuk Perpustakaan Kota Tanjungpinang, dalam kategori baik.</p><p><em><br /></em></p>

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.

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

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 Staffing System Management: Evidences from Singapore

2017 ◽  
Vol 7 (2) ◽  
pp. 136
Author(s):  
Mussie T. Tessema ◽  
Kubilay Gok ◽  
Alex Ngoma ◽  
Mengsteab Tesfayohannes ◽  
Gerry V. Fernando
Keyword(s):  
Public Service ◽  
Research Direction ◽  
Future Research ◽  
System Management ◽  
Critical Factors ◽  
Organization Level ◽  
The World ◽  
Practical Implications

This paper uses Singapore as a case study to illustrate how staffing policies and practices affect the quality of the workforce which ultimately influence performance at employee and organization level. It reveals that Singapore public service has been able to put in place most of the ‘critical factors’ for an effective staffing system management. The presence of those critical factors have played an important role in making Singapore to be one of the most effective public services in the world. Finally, it forwards theoretical and practical implications of the study and future research direction.

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