ANALISIS KUALITAS PELAYANAN PUBLIK DI KANTOR DESA REDANG KECAMATAN RENGAT BARAT KABUPATEN INDRAGIRI HULU

2018 ◽  
Vol 7 (4) ◽  
pp. 192-199
Author(s):  
Muhklas Adi Putra ◽  
Kurnia Dewi
Keyword(s):  
Public Sector ◽  
Public Interest ◽  
Public Services ◽  
Descriptive Analysis ◽  
The Public ◽  
Qualitative Descriptive ◽  
The Government

The government as a public sector institution carries out and provides public services which are vital for the public interest. This study aims to determine the Quality of Public Services at the Redang Village Office in West Rengat District, Indragiri Hulu Regency. This research used qualitative descriptive analysis, and to collect all the data this research used interviews, observation and documentation. The results of this study indicate that in general the quality of public services in the Redang Village Office in West Rengat District, Indragiri Hulu Regency is seen from five indicators are: Tangibles (real evidence), Reliability, Resposiveness, Assurance, and Empaty (empathy) is still lacking in quality. Likewise, the Redang Village apparatus must further improve the quality of its services by increasing the ability and motivation and discipline.

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 Penggunaan Jalur Pejalan Kaki di Koridor Jalan Pahlawan dan Jalan Pemuda Kota Semarang oleh Masyarakat Difabel

2016 ◽  
Vol 12 (3) ◽  
pp. 336
Author(s):  
Pradipta Pratama
Keyword(s):  
Public Space ◽  
Public Perception ◽  
Descriptive Analysis ◽  
People With Disabilities ◽  
Impaired Hearing ◽  
The Public ◽  
Minimum Number ◽  
Qualitative Descriptive ◽  
The Government

Pahlawan streets and Pemuda streets has recently experienced significant improvements in improving the quality of public space in particular pedestrian ways. Significant improvements were addressed by the government of Semarang that all segments of society could use it more comfortable and safe, but  in  reality  both pedestrian  ways in  the  two corridors  is  still  rarely  seen  used by  people  with disabilities. Referring to the problems it is the thought that research is needed to evaluate the use of pedestrian ways on Pahlawan streets and Pemuda streets for people with disabilities. The purpose of this study was to evaluate the use of pedestrian ways for people with disabilities as well as obtain the factors that cause minimal numbers people with disabilities who access the pedestrian ways. Research targets are to be achieved by identifying the feasibility s tudy of literature and the public perception of disability. The research method uses deductive research methods with qualitative descriptive analysis techniques. This technique is done by commenting on  the feasibility of the elements contained in the pedestrian ways based on the literature and the public perception of disability. Based on a literature review that refers to problems in the field of research obtained variables which are divided into two focus the observation were variables pedestrian ways and variables public perception disabilities. For  people  with disabilities who selected were the physically disabled, visually impaired, hearing impaiired and ederly with perception measurement include comfort, convenience, safety, achievement, usability, sensitivity and independence. Based on the results of the analysis it is known that both the pedestrian ways on Pahlawan streets and Pemuda streets can not be said to be feasible for handicapped due to the lack of quality of both the pedestrian ways. It is also known that there are external and internal factors that dominate cause the minimum  number  of  people  with  disabilities  ranging  from  pedestrian  ways  conditions,  their  own motivation or desire, age and availability of transportation. Under these conditions, the improvements in both the pedestrian ways is necessary to improve the quality of its use for people with disabilities.

scholarly journals TRUST AND EFFICIENCY OF THE PUBLIC SECTOR: THEORETICAL ASPECTS OF INTERRELATION

2021 ◽  
Keyword(s):  
Public Sector ◽  
Economic Efficiency ◽  
Public Services ◽  
Life Experience ◽  
Objective Assessment ◽  
Subjective Assessment ◽  
The State ◽  
The Public ◽  
The Government

The issue of trust in government and its efficiency has been a controversial and much-disputed subject within economics, sociology, and public sector management. This study presents a systematic literature review of trust research undertaken with regard to government, its performance (efficiency), and the quality of public services. Theoretical and methodological principles of the interrelations between trust and efficiency of the public sector of the economy are analyzed and deepened, based on the fundamental provisions of the theories of micro- and macro-efficiency. The article considers the concept of trust in the public sector of the economy as one of the main intangible resources that can be used by the state in order to achieve socially and economically beneficial as well as public valuable outcomes. The duplex relationship between trust and efficiency of the public sector is proved, according to which trust is both a condition and a result of the government institutions functioning and services providing. Generalization of key characteristics of the main indicators of state efficiency within the concepts of micro- and macro-efficiency allowed identifying several groups of indicators based on subjective and objective assessment of economic efficiency of the state. Objective indicators that determine the economic development of the country, which is the basis of the quality of citizens’ life, and forms the level of their satisfaction and trust in the state and its institutions, include monetary indicators of macroeconomic efficiency of the state and indicators that characterize public finance and income inequality in the country. Subjective assessment of the economic efficiency of the state, the work of its institutions and the quality of public services includes sociological surveys and quantitative indicators based on self-assessment by economic agents based on their own beliefs, knowledge, life values and worldview, cultural, ethnic, religious, ideological norms, as well as previously accumulated personal life experience of intercommunion with state institutions.

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

scholarly journals Pengembangan Website Desa Dalam Meningkatkan Kualitas Pelayanan Publik di Desa Bona, Gianyar

2021 ◽  
Vol 1 (1) ◽  
pp. 13-19
Author(s):  
Gusti Ayu Dwi Intan Mahayoni ◽  
I Dewa Ayu Putri Wirantari
Keyword(s):  
Public Services ◽  
Poor Quality ◽  
Literature Study ◽  
Web Presence ◽  
The Public ◽  
Interaction Interaction ◽  
Qualitative Descriptive ◽  
The Government ◽  
Village Government

The poor quality of public services in Indonesia must be addressed by the government. One of the government's efforts to improve the quality of public services is to take advantage of advances in information technology in the process of governance. This is known as e-government or electronic or internet-based government administration. The process of implementing e-government goes through several stages, namely presence (web presence), interaction (interaction), transactions (transactions), and transformation (transformation). This study aims to determine how the implementation of e-government through the provision and operation of village websites can improve the quality of public services in Bona Village. This research is a qualitative-descriptive type of research that describes and explains the results of research based on relevant data collected through observation and literature study. The analysis of the research data used the Miles and Huberman model which included the initial data collection stage, the data reduction stage, the data presentation stage, and then the conclusion drawing stage. The results of this study are the application of e-government is carried out through the provision and operation of village websites as a means of public services that are easy, practical, and efficient. There are several services related to village administration including writing business letters, complaint reports, writing letters for other purposes, and essential telephone services. These services can be accessed by the village community easily and through a mechanism or procedure that is not complicated, so that the community feels satisfied with the public services they get. Based on the research results, it can be concluded that the application of e-government through the provision and operation of village websites that provide easy and practical public services can improve the quality of public services in Bona Village. Through the application of e-government, the implementation of village government can be carried out effectively, efficiently, transparently and accountably.  

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 Choice and Information in the Public Sector: A Higher Education Case Study

2012 ◽  
Vol 11 (2) ◽  
pp. 171-182 ◽  
Author(s):  
Jamie Harding
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Public Sector ◽  
Public Services ◽  
Student Survey ◽  
Prospective Students ◽  
Consumer Evaluations ◽  
The Public

Successive governments have encouraged the view of users of public services as consumers, choosing between different providers on the basis of information about the quality of service. As part of this approach, prospective students are expected to make their decisions about which universities to apply to with reference to the consumer evaluations provided by the National Student Survey. However, a case study of a post-1992 university showed that not all students made genuine choices and those who did tended to be in stronger social and economic positions. Where choices were made, they were infrequently based on external evaluations of quality.

scholarly journals Strategi Government Public Relations Pusat Penerangan TNI dalam Mempertahankan Reputasi Lembaga TNI

2019 ◽  
Vol 7 (2) ◽  
pp. 205-216
Author(s):  
Rifqi Muflih ◽  
Dany Dany
Keyword(s):  
Public Relations ◽  
Participant Observation ◽  
Armed Forces ◽  
The Public ◽  
Qualitative Descriptive ◽  
Government Public Relations ◽  
The Government ◽  
Descriptive Method ◽  
Public Relations Strategy

Public Relations of Headquarters of the Indonesian Armed Forces (TNI Headquarters) must work with the Government Public Relations strategy to maintain a reputation by maintaining credibility, trustworthiness, reliability, and responsibility in delivering positive news to the internal and external public. This study aims to see how the government public relations strategy of the Indonesian National Armed Forces Information Center (Puspen TNI) maintained the reputation of the TNI institution. The method used in this study is a qualitative descriptive method by interviewing the Head of Puspen TNI, non-participant observation, and documentation. The results showed that Puspen TNI in maintaining the reputation of the TNI, first, maintained credibility by measuring the objectivity and quality of the news. Second, it proclaimed information about TNI and the contribution of the TNI to the nation-state to the public through mass media and social media. Third, it disseminated the news according to the facts. Forth, it reported the performance of the TNI to the external and internal public regarding responsibility to the state and nation professionally and proportionally by providing information delivered directly through the TNI website, Facebook, Twitter, Instagram, YouTube and TV public relations TNI Streaming produced by Puspen TNI. It also maintained good relations between external media and editor in chief and journalists of print, electronic and online media.

scholarly journals Knowledge Management in the Public Sector

2019 ◽  
pp. 484-497 ◽  
Author(s):  
Yousif Abdullatif Albastaki ◽  
Adel Ismail Al-Alawi ◽  
Sara Abdulrahman Al-Bassam
Keyword(s):  
Knowledge Management ◽  
Public Sector ◽  
Private Sector ◽  
Work Environment ◽  
Public Services ◽  
Continuous Change ◽  
The Public ◽  
Government Organizations ◽  
The World ◽  
The Government

Although knowledge is recognized as a very important element of any business, the public sector does not fully explore the depth of the knowledge management (KM) as compared to private sector business. As days are passing by, public sector business has also started to realize the importance of KM. The public sector is a business that is run by the government. This sector includes organizations like government cooperation, enterprises, militaries, education, health, and related departments public services. In the public sector, the managers have started to adopt and develop practices of KM. Government organizations are facing many challenges to adapt and engage themselves in an electronic work environment. Over the years KM has grown and has been in continuous change in the public sector and has become essential to any organization in the world. Managers have been looking for a more futuristic approach for the past years. The purpose of this chapter examines the ongoing change in KM in the public sector and tackles the gap in the literature.

scholarly journals Kajian Peluang Kerjasama Pemerintah Swasta (Kps) Dalam Penyediaan Infrastruktur Di Pelabuhan Tanjung Emas Semarang

2016 ◽  
Vol 11 (4) ◽  
pp. 413
Author(s):  
Desy Yuli Aryani ◽  
Mardwi - Rahdriawan
Keyword(s):  
Descriptive Analysis ◽  
Qualitative Approach ◽  
Master Plan ◽  
Institutional Policies ◽  
The Public ◽  
Analysis Techniques ◽  
Ownership Status ◽  
Qualitative Descriptive ◽  
The Government ◽  
Port Infrastructure

ABSTRACT Port infrastructure in the transport system is a valuable asset for the national economy in order to face the globalization of free trade. Problems of provision of port infrastructure constraints in general is a factor financing. One of the government's efforts to overcome the problems in the provision of infrastructure financing is through the Public Private Partnership (PPP). This research was conducted in order to determine the opportunities and constraints of PPP implementation in the provision of port infrastructure by Master Plan Tanjung Emas Semarang. This study used a qualitative approach with a qualitative descriptive analysis techniques conducted on the characteristics of the PPP, the perception of government and stakeholders, as well as regulatory and institutional policies related to the implementation of the PPP. From this research it is known that in the construction and development of the port of Tanjung Emas does not currently use the PPP scheme because of the ownership status of Tanjung Emas port assets that are still in data collection, and a lack of understanding of the parties implementing the PPP. But the chances of implementing a PPP scheme is still possible in the area of ownership of assets remain below the government. Keyword: opportunities, constrains, PPP, infrastructure, port ABSTRAK Infrastruktur pelabuhan dalam sistem transportasi merupakan aset berharga bagi perekonomian nasional dalam rangka menghadapi globalisasi perdagangan bebas. Kendala permasalahan penyediaan infrastruktur pelabuhan pada umumnya adalah faktor pembiayaan. Salah satu upaya pemerintah untuk mengatasi permasalahan pembiayaan dalam penyediaan infrastruktur adalah melalui program Kerjasama Pemerintah Swasta (KPS). Penelitian ini dilakukan dengan tujuan untuk mengetahui peluang dan kendala pelaksanaan KPS dalam penyediaan infrastruktur pelabuhan berdasarkan Rencana Induk Pelabuhan Tanjung Emas Semarang. Penelitian ini menggunakan pendekatan kualitatif dengan teknik analisis deskriptif kualitatif yang dilakukan terhadap karakteristik KPS, persepsi pemerintah dan stakeholder, serta peraturan dan kebijakan kelembagaan terkait pelaksanaan KPS. Dari hasil penelitian tersebut diketahui bahwa dalam pembangunan dan pengembangan pelabuhan Tanjung Emas pada saat ini tidak menggunakan skema KPS dikarenakan status kepemilikan aset pelabuhan Tanjung Emas yang masih dalam pendataan, dan kurangnya pemahaman pihak-pihak pelaksana KPS. Namun peluang penerapan skema KPS masih mungkin dilakukan pada kawasan yang status kepemilikan asetnya masih berada dibawah pemerintah.

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