scholarly journals KUALITAS PELAYANAN ADMINISTRASI TERPADU KECAMATAN DITINJAU DARI INDEKS KEPUASAN MASYARAKAT DI KECAMATAN TANJUNGPINANG KOTA KOTA TANJUNGPINANG PROVINSI KEPULAUAN RIAU

2019 ◽  
pp. 47-61
Author(s):  
Marthalina [email protected] ◽  
Muhammad Fadil
Keyword(s):  
Central Government ◽  
Service Providers ◽  
Government Agencies ◽  
Quality Service ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
Administrative Service ◽  
The Government ◽  
Central Government Agencies

The government has the obligation and responsibility as a provider of public services to meet the needs of the community, which is implemented by both central government agencies, in regional and State-Owned Enterprises. Services that can be provided in the form of goods or merit services. Services provided by the government to the public must be qualified. For that there is a community satisfaction index that is intended for government agencies services units where the results can be used as a reference for the agency service providers to improve and enhance the quality of services provided to the community. A quality service can make people become satisfied. The purpose of this research to determine the District Integrated Administrative Service Quality in terms of Community Satisfaction Index in the District of Tanjungpinang City Tanjungpinang City of Riau Islands province. The research design used is descriptive qualitative research with an inductive approach. The technique of collecting data through interviews, observation, documentation and triangulation. Data were analyzed using data reduction, data tabulation and conclusion. Research results obtained that the quality of the integrated administrative service districts in the District of the City Tanjungpinang already qualified, it is known after a review of the results of community satisfaction index where the value obtained is 75.575 which can be practically considered good or quality. Keywords: quality, service, government

Meta-Governance

2018 ◽  
Author(s):  
Morten Egeberg ◽  
Jarle Trondal
Keyword(s):  
Large Scale ◽  
Central Government ◽  
Focal Point ◽  
Reform Process ◽  
Government Agencies ◽  
Reform Processes ◽  
The Government ◽  
Central Government Agencies ◽  
Instrumental Control

Chapter 8 draws attention to meta-governance and how the governing of reforms is affected by how reform processes are organized. The chapter asks how reformers can ensure support for large-scale reforms that are likely to attract profound resistance. The focal point of the chapter is a study of geographical decentralization of central government agencies. The chapter argues that successful meta-governance can be provided for by careful organization of the reform process. The empirical case studied is a large-scale relocation of government agencies in Norway during the early 2000s. In carrying out this reform, the government succeeded against the odds. Most importantly, research has revealed huge constraints on the instrumental control of large-scale reforms in general and of geographical relocation of organizations in particular. Yet, this chapter shows that large-scale reforms can be successfully achieved through careful crafting of the reform organization.

Factors affecting the development of e-government using a citizen-centric approach

2015 ◽  
Vol 6 (3) ◽  
pp. 206-222 ◽  
Author(s):  
Kanda Sorn-in ◽  
Kulthida Tuamsuk ◽  
Wasu Chaopanon
Keyword(s):  
Quantitative Research ◽  
Service Providers ◽  
Structured Interview ◽  
Government Agencies ◽  
Content Type ◽  
Factors Affecting ◽  
Government Services ◽  
Government Sector ◽  
The Government

Purpose – The purpose of this paper is to study the factors affecting the development of e-government by using a citizen-centric approach. Design/methodology/approach – This paper is a mixed-methods study consisting of qualitative and quantitative research. Data were collected from government agencies using a structured interview and questionnaire about e-government services. The research was collected from the people responsible for the management of an e-government project in 75 government agencies. In addition, the researcher collected data from 1,400 citizens by using an e-Survey questionnaire that grouped participants by age. Findings – By using a citizen-centric approach, the paper identified the factors affecting the development of e-government. There were five factors from the viewpoint of government agencies and citizen groups: quality of e-government services, policy and governance, information technology infrastructure, organization and economy and society. Research limitations/implications – The research covered the development patterns of e-government for services from government to citizens only. Practical implications – Seeing the importance of environmental factors for both service providers and service users would facilitate continuous improvement of e-government service provision by government agencies. Social implications – The results reflect citizens’ need for e-government services; quality is their priority. Hence, government agencies must consider the quality of the delivery of information and e-government services as they relate to the lifestyles and needs of citizens. Originality/value – The creation of knowledge from merging e-government concepts with citizen-centric principles is a modern government sector management theory. This research stresses the need for the government sector to see the need for e-government and to recognize the factors for its successful development. This means the design and development of e-government services should respond to the increasing needs of the citizens.

scholarly journals Hubungan Kualitas Pelayanan Rawat Inap Dengan Indeks Kepuasan Masyarakat Puskesmas Wonosari

2020 ◽  
Vol 8 (2) ◽  
pp. 16-23
Author(s):  
Lilik Mulyati
Keyword(s):  
Health Center ◽  
Service Providers ◽  
Community Health Center ◽  
Bivariate Analysis ◽  
P Value ◽  
Community Satisfaction ◽  
Cross Sectional ◽  
Spearman Rank ◽  
Satisfaction Index

Community satisfaction measurements are intended to determine the level of community satisfaction with the services provided and provide an opportunity for the community to assess the services that have been received.The design of this study is quantitative with a Cross-Sectional approach. The study was conducted by involving 59 respondents taken by accidental sampling. The study was conducted in April until May 2019 at Wonosari Health Center, Bondowoso Regency. The measuring instrument used was a questionnaire, then bivariate analysis was performed with Spearman Rank Analysis, with a significance of p = 0.05. The results of the Spearman Rank statistical test with significance levels p <0.05. Obtained p-value 0,000 which means There is a Relationship between the Quality of Inpatient Services and the Wonosari Community Health Center Community Satisfaction Index with a correlation coefficient of 0.714. The quality of inpatient care results in an index of community satisfaction when receiving health services provided. The quality of this service can ultimately provide several benefits, including the establishment of harmonious relationships between service providers and customers, providing a good basis for creating customer loyalty and building a favorable recommendation for these service providers.

scholarly journals Community Service Satisfaction Index Information System Using the Web-Based CSS Method (Community Satisfaction Survey) at Statistics Center in Tapaktuan

2021 ◽  
Vol 6 (2) ◽  
pp. 74-82
Author(s):  
Salya Rater ◽  
Fardiansyah ◽  
Safrijah
Keyword(s):  
Service Quality ◽  
Community Service ◽  
Public Service ◽  
Service Providers ◽  
Service Performance ◽  
Service Satisfaction ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Satisfaction Index

The Community Satisfaction Index (CSI) is data and information about the level of community satisfaction from quantitative and qualitative measurement results in obtaining services from public service administrators by comparing their expectations and needs. Public service providers, community service units are faced with many related things. This application system uses the Community Satisfaction Survey (CSS) method, which is an activity carried out using a questionnaire as a research instrument. Community satisfaction services held are not aimed at seeking profit but must prioritize service quality in accordance with the demands, expectations and needs of the people being served. Public service providers are faced with many things related to improving service quality through good performance and  quality of product. And this public service dominates the related agencies. To measure the performance of public service units, elements / indicators are needed to provide an assessment of the performance results of public service units. This system is designed to find out the results of public service performance at the Central Statistics Agency (BPS) in Tapaktuan which is measured based on the unknown Public Service Satisfaction Index. The Community Satisfaction Index (CSI) system aims to determine the level of service performance in Tapaktuan Central Statistics Agency (BPS) in providing services to the community, as well as a vehicle for absorbing community aspirations in the form of suggestions, hopes, as well as complaints about the services that have been provided so far. to be used as guidelines for policy makers, programs and strategies for improving services. One of the efforts to improve the quality of public services as mandated in the Republic of Indonesia Law Number 25 year 2000 concerning the National Development Program, in the Decree of the Minister of State Apparatus Empowerment Number 14 of 2017 concerning guidelines for preparing community satisfaction surveys of public service administration units.

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 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 TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RUMAH SAKIT ROBERT WOLTER MONGISIDI MANADO

PHARMACON ◽  
2019 ◽  
Vol 8 (4) ◽  
pp. 945
Author(s):  
Ni Wayan M. Juliawati ◽  
Gayatri Citraningtyas ◽  
Imam Jayanto
Keyword(s):  
Patient Satisfaction ◽  
Data Collection ◽  
Service Providers ◽  
Waiting Times ◽  
Community Satisfaction ◽  
Prospective Data ◽  
Satisfaction Index ◽  
Descriptive Research ◽  
Index Value

ABSTRACTHospitals as service providers are required to be able to provide the best services such as facilities, waiting times for drugs, and counseling to achieve community satisfaction. This study aims to determine the level of patient satisfaction with the quality of drug services at the Pharmacy Installation of Robert Wolter Mongisidi Hospital, Manado. This research is a type of descriptive research with prospective data collection. The number of samples was 383 people. Using research instruments in the from of questionsnaire using the SPSS program. The results obtained by the overall satisfaction index value of -0.33. Satisfaction indexes in each dimension are : tangibles -0.10; empathy -0,21; reliability -0.28; responsiveness -0.5; and assurance -0.56. The conclusion shows that outpatient BPJS patients have not been satisfied with the sevices provided at the Pharmacy Installation of Robert Wolter Mongisidi Hospital, Manado.   Keywords : Patient Satisfaction, Service Quality, Outpatient, Robert Wolter Mongisidi Hospital Manado. ABSTRAKRumah sakit selaku penyedia jasa dituntut untuk dapat memberikan pelayanan yang terbaik seperti fasilitas, waktu tunggu obat, dan konseling untuk mencapai kepuasan masyarakat. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien terhadap kualitas pelayanan obat di Instalasi Farmasi Rumah Sakit Robert Wolter Monginsidi Manado. Penelitian ini merupakan jenis penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 383 orang. Proses pengumpulan data dilakukan dengan menggunakan instrumen penelitian dalam bentuk  kuisioner. Uji validitas dan reliabilitas kuisioner menggunakan program SPSS. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar -0,33. Indeks kepuasan pada setiap dimensi berturut-turut antara lain : tangibles -0,10; empathy -0,21; reliability -0,28; responsivenes -0,5; dan assurance -0,56. Kesimpulan menunjukan pasien peserta BPJS rawat jalan belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi Rumah Sakit Robert Wolter Mongisidi Manado.Kata Kunci : Apotek, Apoteker, Standar Pelayanan Kefarmasian.

Student’s Perception toward Online Classes during COVID-19 Pandemic - Hotel Management Students

2021 ◽  
Vol 8 (4) ◽  
pp. 180-187
Author(s):  
Nisheeth Kumar ◽  
Tangjakhombi Akoijam
Keyword(s):  
Central Government ◽  
Academic Institution ◽  
Government Agencies ◽  
Hotel Management ◽  
Online Classes ◽  
Academic Institutions ◽  
Technological Tools ◽  
Central Government Agencies ◽  
Management Institutions ◽  
Management Students

COVID-19 (‘CO' stands for corona, 'VI' for the virus, and 'D' for disease) has been categorized as a pandemic in March 2020 by WHO. Due to this pandemic, the academic institutions were closed on orders by various state and central government agencies of India. The academic institutions were shut down in between the running academic session. Thus the teachers adopted various online modes for conducting classes to cover the syllabus which was pending. With the help of various technological tools like Zoom, Cisco, Google meet, etc., the academic institution could cover their syllabus. This study was performed to study the student’s perception toward the online classes during COVID-19 Pandemic. The study was performed on the present students who are pursuing Hotel management courses at undergraduate and postgraduate levels from various academic institutions of India. Keywords: COVID-19, Academic, Online classes, perception, Hotel management, Institutions.

New Indian online rules risk state overreach and abuse

2021 ◽  
Keyword(s):  
Social Media ◽  
News Media ◽  
Public Discourse ◽  
Hate Speech ◽  
Central Government ◽  
Service Providers ◽  
Online News ◽  
Content Type ◽  
Digital Service ◽  
The Government

Significance The new rules follow a stand-off between Twitter and the central government last month over some posts and accounts. The government has used this stand-off as an opportunity not only to tighten rules governing social media, including Twitter, WhatsApp, Facebook and LinkedIn, but also those for other digital service providers including news publishers and entertainment streaming companies. Impacts Government moves against dominant social media platforms will boost the appeal of smaller platforms with light or no content moderation. Hate speech and harmful disinformation are especially hard to control and curb on smaller platforms. The new rules will have a chilling effect on online public discourse, increasing self-censorship (at the very least). Government action against online news media would undercut fundamental democratic freedoms and the right to dissent. Since US-based companies dominate key segments of the Indian digital market, India’s restrictive rules could mar India-US ties.

scholarly journals The level of satisfaction among orthodontic removable appliances patients

2012 ◽  
Vol 24 (3) ◽  
Author(s):  
Fatin Nadhirah Kamaludin Latifi ◽  
Ida Ayu Evangelina ◽  
Sri Susilawati
Keyword(s):  
Quality Of Life ◽  
Total Sample ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
Level Of Satisfaction ◽  
Study Population ◽  
Definition Of ◽  
Removable Appliances ◽  
Over Time

Introduction: Patient satisfaction is like many other psychological concepts, it is easy to understand but hard to define. The concept of satisfaction overlaps with similar themes such as happiness, contentment, and quality of life. Satisfaction is not some pre-existing phenomenon waiting to be measured, but a judgment that people form over time as they reflect on their experience. A simple and practical definition of satisfaction would be the degree to which desired goals have been achieved. Methods: The type of this research is descriptive with survey methode. Data is collected through questionnaire with the total sample of 150 respondents. The study population was based on accidental sampling, by which the sample was selected depending on who came to Orthodontic Department of RSGM FKG UNPAD, Bandung by the researcher during the period of the research. Results: The data is then analyzed using Community Satisfaction Index (Indeks Kepuasan Masyarakat) or IKM that which shows that 13 out of 14 indicators are still in B grade and overall IKM value of 7.90%, which means that the level of satisfaction has yet not met the expectation among removable appliances patients in Orthodontic Department of RSGM FKG UNPAD, Bandung. Conclusion: The level of satisfaction among removable appliances patients 0rthodontic are still have not met the patients’ expectation.

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