scholarly journals PENGARUH KEMAMPUAN KERJA PEGAWAI DAN KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DALAM MENERIMA PELAYANAN PUBLIK DI KECAMATAN KARAWACI KOTA TANGERANG

2020 ◽  
Vol 2 (1) ◽  
pp. 41-49
Author(s):  
Elga Nor Wicaksono ◽  
Nursusanto . ◽  
Jarnawi Afgani Dahlan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Community Satisfaction ◽  
Literature Study ◽  
The Public ◽  
Correlation Analysis Method ◽  
Total Community ◽  
Static Correlation

This study aims to determine and explain the effect of employee work ability and quality of service to public satisfaction in receiving public service at Karawaci District Tangerang City. For his research is the capability of the variable (X1), quality of service (X2) and community satisfaction (Y). The research method used is a quantitative method with an associative type that explains the relationship between independent variables with the dependent variable. The survey was conducted on 100 communities receiving services in Kecamatan Karawaci Tangerang City from the total community as many as 132,617 people over the age of 18 years and literature study as a supporter of empirical study. Hypothesis testing is done through data processing using SPSS for Windows program package version 20.00 year 2013 with static correlation analysis method, determination coefficient and linear regression. The validity of the instrument is done through validity, realibility, normality and linearity of data. Based on the analysis result, it can be concluded that the ability of employee's ability to influence the satisfaction of the community in Kecamatan Karawaci amounted to 32.95%. The ability of service quality in influencing community satisfaction in Kecamatan Karawaci amounted to 44.22%. The ability of employee job satisfaction and service quality in influencing the community satisfaction in Kecamatan Karawaci amounted to 52.00%. Suggestion from this research is Head of Karawaci must pay more attention to the dimensions in research variables so that public satisfaction in receiving public service in Kecamatan Karawaci can be improved. In addition, the evaluation of community satisfaction with the acceptance of the public service should be performed regularly with the parameters that are tailored to the Regulation of the Minister of Administrative Reform and Bureaucratic Reform No. 16 Year 2014 on Guidelines for Public Satisfaction Survey Of Public Service Operator.

scholarly journals Kualitas Pelayanan Pemasangan Listrik Prabayar Pada PT. PLN (Persero) Area Pelayanan Banyumanik Semarang

2019 ◽  
Vol 3 (2) ◽  
pp. 227-232
Author(s):  
Dini Setyorini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Direct Evidence ◽  
Secondary Data ◽  
Service Area ◽  
Quality Service ◽  
The Public ◽  
Score Interpretation

Abstract – It cannot be denied that at present the public service is a concern of the public. Ordinary public service come from agencies that serve the community for the needs of every community. This study aims to determine quality of service for prepaid electricity installation at PT. PLN (Persero) Banyumanik Semarang service area. Analysis of the data used is a score interpretation (IS) obtained from respondents. Respondents numbered 80 people using purposive sampling. While to complete this research, the author also uses secondary data obtained from various existing sources. Based on the results of the research conducted it can be concluded that the dimensions that show service quality include tangibles ( direct evidence), reliability, responsiveness, assurance and emphaty show a strong interpretation where customers feel satisfied with the quality service of PT. PLN (Persero) Banyumanik Semarang service area.Key words : quality, service, satisfaction

scholarly journals Selecting a Public Service Outsourcer Based on the Improved ELECTRE II Method with Unknown Weight Information under a Double Hierarchy Hesitant Linguistic Environment

2020 ◽  
Vol 12 (6) ◽  
pp. 2315 ◽  
Author(s):  
Zhengmin Liu ◽  
Xiaolan Zhao ◽  
Lin Li ◽  
Xinya Wang ◽  
Di Wang ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Comparison Method ◽  
Decision Problems ◽  
Crucial Issue ◽  
The Public ◽  
Deviation Degree ◽  
Fuzzy Linguistic

In present-day society, government public service outsourcing has become an irreversible trend due to the gradually increasing public pursuit of service quality and efficiency. To better meet the needs of the public and effectively improve the quality of service, it has been a crucial issue for government departments to choose the most desirable one from a series of public service outsourcers (PSOs) with distinct characteristics. In this paper, to deal with such decision problems, we propose the improved elimination and choice translating reality (ELECTRE) II method with unknown weight information under the double hierarchy hesitant fuzzy linguistic (DHHFL) environment to accurately and effectively select the best PSO. Firstly, aiming at the shortcomings of the original comparison method for double hierarchy hesitant fuzzy linguistic elements (DHHFLEs), we define the hesitant deviation degree (HDD) for DHHFLEs and, based on this, further propose a new comparison method for comparing DHHFLEs more reasonably. Secondly, inspired by the classical power average (PA) operator proposed by Yager, a new method is introduced to determine the weights of experts with respect to each attribute, based on the support degree between attributes. Afterwards, an improved ELECTRE II method is proposed to address the problem of PSO selection. A numerical case about e-government outsourcer selection is given to demonstrate the enforceability of the method. Finally, comparisons between previous methods and our method are carried out to illustrate the effectiveness and strengths of the proposed method.

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 RELIABILITY, RESPONSIVENESS, DAN EMPHATY TERHADAP KEPUASAN KONSUMEN MALL PELAYANAN PUBLIK DI KABUPATEN SUMENEP

2021 ◽  
Vol 11 (2) ◽  
pp. 130-146
Author(s):  
Nur Qoudri Wijaya ◽  
Ahmad Ghufrony ◽  
Raudatunnisah -
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Waiting Room ◽  
The Public ◽  
Public Facilities ◽  
The Town

The problem examined in this thesis is that there are problems that need to be repaired and improved such as the building used does not cover the number of  companies in it so that on certain days many consumers still lack seats in the waiting room, as for another thing, the parking spae provided is not very wide so disturbing the public facilities in the parking area of the town square of Sumenep. Therefore, to find out more about the service quality of public service Malls in Sumenep district, the researchers conducted research with the title of service quality (Reliability (X1), Responsiveness (X2), and Emphaty (X3) ) on consumer satisfaction in Public Service Mall in Sumenep Regency. In answering these problems, researches used purposive sampling method, namely the method of determining the sample with certain considerations. The results of the researcher show that the variables of Reliability (X1), Responsiveness (X2), and Emphaty (X3) have a significant effect on customer satisfaction in order to improve the quality of service and the comfort of the community while at the Public service Mall in Sumenep Regency.

scholarly journals Kualitas Pelayanan Kenaikan Pangkat Pegawai Negeri Sipil Oleh Badan Kepegawaian Daerah Kabupaten Gunung Mas

2015 ◽  
Vol 15 (1) ◽  
pp. 1-9
Author(s):  
Indah Tri Handayani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Delivery ◽  
Public Service ◽  
Good Governance ◽  
Civil Servants ◽  
Service Reliability ◽  
Regional Employment ◽  
The Public

Good governance developments in Indonesia, further encouraging improvements in many areas of government in Indonesia. One important thing that can be done in the development of good governance is the renewal of the public service. One of the values of good governance is essential to be implemented in the public service is service quality. As with any promotion services provided by the Regional Employment Board of Gunung Mas, good service quality are the expectations of the service users are civil servants who proposed the promotion. Research, seminars and writings of experts on service delivery promotion of civil servants are good quality and havemany. The issue of promotion services qualified civil servants are still not running as it shauld. For the research conducted at the Regional Employment Board Gunung Mas is to see how the quality of service of civil servants promotions given and what are the constraints in service promotion. The maincore of service delivery promotion of civil servants is the timeliness quality of service, things that need to be considered here related to the waiting time and processing time, then the accuracy of service, relating to service reliability and error-free service as well as Ease of Getting Care, associated with a service, a serving officer/administrative staff, support facilities are like computers and others.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KANTOR URUSAN AGAMA KECAMATAN RANTAU BAYUR KABUPATEN BANYUASIN

Wacana Publik ◽  
2020 ◽  
Vol 14 (01) ◽  
pp. 17-25
Author(s):  
Puji Rahman
Keyword(s):  
Quality Of Service ◽  
Public Service ◽  
General Public ◽  
Coefficient Of Determination ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
The Public ◽  
Variable Quality

This public service is very important because it is always connected with the public or the general public who have a variety of interests and goals. The results showed that the Community Satisfaction Survey (SKM) on services at the Office of Religious Affairs in Rantau Bayur District was good. This can be seen from the survey value obtained by 3.47 and the SKM value of 86.75 which means that the quality of service is included in category B, so that the service can be said to be good. Based on the determinant test, it was found that the adjusted R Square (coefficient of determination R²) was 0.355 which means that the variable quality of service to community satisfaction at the Office of Religious Affairs, Rantau Bayur District, Banyuasin Regency has a contribution of 0.355 or 35.5% while the remaining 0.645 or 64.5 % explained by other variables not included in this study.

scholarly journals Dimensions of Service Quality Satisfaction Community at the Village Government Office

2020 ◽  
Vol 10 (1) ◽  
pp. 13-17
Author(s):  
Wahyuning Murniati ◽  
Moh. Hudi Setyobakti
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Public Service ◽  
Coefficient Of Determination ◽  
Community Satisfaction ◽  
The Public ◽  
Village Government ◽  
The Village ◽  
Rule Out

Enhancement public service is one goal of the village setting for the community. Therefore, this study analyzed the correlation between the dimensions of customer satisfaction and community satisfaction. The sample in this study was 83 respondents, Lumajang community who use the services of the village offices, which were analyzed using multiple linear regression. The results showed empathy variables that influence people's satisfaction significantly. The coefficient of determination in this study was 77.8%, it can do that only requires empathy Lumajang community village government in the ministry. But the village government should not rule out other dimensions of quality of service, because they have laws that regulate their work to the public.

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

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

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

scholarly journals PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PENGGUNA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) DI RUMAH SAKIT BHAYANGKARA SURABAYA TAHUN 2016

2018 ◽  
Vol 4 (1) ◽  
Author(s):  
Adillia Anora Ivanda Sany
Keyword(s):  
Quality Of Service ◽  
User Satisfaction ◽  
Social Insurance ◽  
Descriptive Analysis ◽  
Mechanical Analysis ◽  
Public Health Care ◽  
Hospital Services ◽  
Community Satisfaction ◽  
The Public

Influence of health service quality to user satisfaction of social insurance provider institution (BPJS) at Bhayangkara Hospital Surabaya 2016. The hospital is as a public health care provide services that are effective, efficient and required to each patient. The patient satisfaction is as a benchmark level of quality health services. This study aims to determine and analyze the influence of the quality of hospital services Bhayangkara Surabaya to client satisfaction BPJS users as well as identify and analyze the application of Community Satisfaction Indicators according to the rules Menpan and Bureaucratic Reform Indonesia. The research method is descriptive used a questionnaire or questionnaires by interviews and observation. Mechanical analysis used quantitative descriptive analysis. There are 20 respondents surveyed in this study by answering questions based on a questionnaire given to assess public opinion about the quality of sevice and its effects on people's satisfaction. Independent variables namely the quality of service and the dependent variable is community satisfaction. The results based on the results of the processing of qualitative data through interviews and observations in general satisfaction of the public regarding the quality of hospital services Bhayangkara especially give well satfisfaction to members of BPJS. This indicates that the RS Bhayangkara constantly working on providing the best service for society to improve and try to give satisfaction to the public.  Keywords: Quality of Service, Society Satisfaction, RS Bhayangkara

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