scholarly journals SURVEI KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK KANTOR DESA TATAH LAYAP KECAMATAN TATAH MAKMUR KABUPATEN BANJAR

2019 ◽  
Vol 5 (2) ◽  
Author(s):  
Ahmad Jazuli ◽  
Siti Fatimah
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Goods ◽  
Completion Time ◽  
Public Services ◽  
Services Quality ◽  
Daily Activities ◽  
Clean Water ◽  
Education Services

Abstract: Public services are very important, both in the form of public goods and public services. Services in the form of public goods can be facilities that support people's lives such as roads, clean water and so on. The higher the quality of service in the form of public goods, the people's lives will be good, meaning that there are no problems that hinder in carrying out daily activities. While services in the form of services are very much needed by the community, such as health and education services and transportation. The services at the Tatah Layap Village Office in the District of Tatah Makmur, Banjar Regency in the category of service quality "B" were meaningful, but there were still elements: from Permenpan RB No. 14 of 2017 is not good, namely: completion time, implementing behavior, handling complaints and input suggestions, infrastructure according to the community in Tatahn Layap Village, Tatah Makmur District, Banjar Regency. Keywords: public services, quality of service, Tatah Lauap Village Office Abstrak: Pelayanan publik sangatlah penting, baik dalam bentuk berwujud untuk masyarakat ataupun jasa untuk masyarakat. Pelayanan dalam bentuk berwujud untuk masyarakat bisa jadi berupa fasilitas yang mendukng kehidupan masyarakat, seperti jalan raya, air bersih dan lainnya. Semakin tinggi kualitas pelayanan dalam bentuk barang publik maka kehidupan masyarakat akan baik, artinya tidak ada masalah yang menghambat dalam melaksanakan kegiatan sehari-hari. Sementara pelayanan dalam bentuk jasa sangat dibutuhkan masyarakat, seperti pelayanan kesehatan dan pendidikan serta penyelenggaraan transportasi. Kualitas pelayanan di Kantor Desa Tatah Layap Kecamatan Tatah Makmur Kabupaten Banjar masuk dalam kategori “B”, tetapi masih ada elemen kualitas pelayanan dari PermenpanRB No. 14 tahun 2017 yang masih belum bagus, berupa waktu penyelesaian, perilaku pelaksana, penanganan saran dan keluhan, infrastruktur menurut masyarakat Desa Tatah Layap Kecamatan Tatah Makmur Kabupaten Banjar. Kata kunci : pelayanan publik, kualitas jasa, Kantor Desa Tatah Layap

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 REDISCOVERY LIBRARY SERVICE QUALITY IN STRENGTHENING QUALITY EDUCATION MANAGEMENT

2018 ◽  
Author(s):  
Rorim Panday
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Services Quality ◽  
Quality Data ◽  
Library Service ◽  
Education Management ◽  
Average Value ◽  
Teaching Learning ◽  
Cartesian Diagram

The library is one of the facilities to support teaching learning in college. This research was conducted at library of Bhayangkara Jaya University. The purpose of this study to reveal back of the library service quality, because the library as part of the strengthening of the quality of education management. Data were collected by a questionnaire using a Likert scale, which developed from SERVQUAL which consists of five components: tangible consists of eight variables, reliability consisting of five variables, responsiveness consisting of four variables, Assurance consist of four variables and Empathy consisting of five variables, with the number of all there are 26 variables. The data got includes service quality data and level of importance service quality from the user, the number of respondents as many as 135 peoples from library users, taken at random. Data analysis using Cartesian diagram of Importance Performance Analysis (IPA), between the importance of the service quality and the existing of services quality. The Xaxis of the Cartesian diagram is the average value of the quality of service, while its Y axis is the average value of the importance of the service quality. The analysis shows there are three variables that are main priorities in quadrant A; in quadrant B there are seven variables that must be maintained the services quality; in Quadrant C there are 11 variables into a low priority; and in quadrant D there are five variables that indicate less important but quality of service is good.

scholarly journals The quality of service to residents by public administration on the example of municipal offices in Poland

2021 ◽  
pp. 132-150
Author(s):  
Radosław WOLNIAK ◽  
Izabela JONEK-KOWALSKA
Keyword(s):  
Quality Of Life ◽  
Quality Of Service ◽  
Service Quality ◽  
Public Administration ◽  
Customer Service ◽  
Public Services ◽  
Positive Impact ◽  
The Impact ◽  
The City

Currently, at a time when the Smart City concept is aimed at improving the quality of life of residents and being implemented in cities, the role of measuring the functioning of offices in relation to the customer is growing. The publication presents the results of research on the quality of service to residents by public administration on the example of municipal offices in Poland. The aim of the research, resulting from the identified research gap, was to examine the level of customer service quality in Polish municipal offices and to determine whether monitoring the quality of life and the quality of public services provided affect the quality of customer service. The research was carried out on a wide sample of 287 cities located around Poland, the sample was selected at random. The sample was good in such a way as to maintain the structure by province. The survey included questions rated on a 5-point Likert scale. The conducted research shows that there are no statistically significant differences in the level of customer service quality by municipal offices between individual provinces of Poland. Based on the research, it was found that: the existence of a quality-of-life department in the city has a positive impact on the quality of customer service in the office; monitoring the quality of life of residents and the quality of public services provided by the municipal office has a positive impact on the quality of customer service in the office, the implementation of the ISO 37120 standard by the municipal office has a positive impact on the quality of customer service in the city. A particularly high correlation occurs in the case of the impact of monitoring the quality of customer service.

scholarly journals THE EFFECT OF SERVICE QUALITY AND RELATIONAL EFFORTS ON TRANSACTION SATISFACTION, RELATIONAL OUTCOME AND CUSTOMER RETENTION IN RETAIL BUSINESS IN THE CITY OF BANJARMASIN

2019 ◽  
Vol 7 (10) ◽  
pp. 113-120
Author(s):  
Noor ritawaty
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Significant Influence ◽  
Services Quality ◽  
Customer Retention ◽  
Relational Satisfaction ◽  
Retail Business ◽  
Relational Outcomes ◽  
The City

ABSTRACT The study aims to analyze the influence of the services quality and relational efforts relational satisfaction, relational outcomes and retention of customers in the retail business in the city of Banjarmasin. The population in this study is the consumer supermarket in the city of Banjarmasin, such as Hypermart, Giant. Lottemart, and Ramayana Robinson. Given the respondents in this study is homogeneous, so that the sample collection technique is systematic random sampling with selected respondents must meet predetermined criteria standards. because the population is not limited to, the proportional method used to determine the number of samples as many as 200. Data analysis  using SPSS and AMOS 20.0 software. From the test results that, only 7 hypothesis  have a significant effect, namely: services Quality has significantly influence to customer satisfaction of retail transactions in Banjarmasin. Quality of service is a significant effect on the retention of retail customers in the city of Banjarmasin. Relational Efforts significant effect on satisfaction of customer transactions in Banjarmasin. Relational efforts has significant influence to outcome relational. Satisfaction transaction has significant influence to outcome relational retail customers in the city of Banjarmasin.  Transactions Satisfaction has significant effect to the customer retention of retail customers in the city of Banjarmasin. Outcome relational has significant effect on the customersretention in the city of Banjarmasin.While two other hypothesis has not significant are: Quality of service not significant effect on relational outcomes retail customers in the city of Banjarmasin. Efforts relational no significant effect on the retention of retail customers in the city of Banjarmasin.   Keywords: Service Quality, Relational Effort, Transaction Satisfaction, Relational Outcomes, Customer Retention

scholarly journals INOVASI LAYANAN MPOSPAY DAN FREE PICK UP POS INDONESIA DALAM PENINGKATAN KUALITAS PELAYANAN (Studi Pada Kantor Pos Semarang 50000)

2018 ◽  
Vol 2 (2) ◽  
pp. 44
Author(s):  
Hardi Warsono ◽  
Desti Relinda Qurniawati ◽  
Herta Sitorus ◽  
Soni Mukhammad Fajar S.
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Services ◽  
Service Innovation ◽  
The State ◽  
Post Office ◽  
The Many

Non-monoplistic public services must continuously innovate services in order to remain competitive with its competitors and can satisfy its customers. PT Pos Indonesia as one of the state-owned enterprises in Indonesia is also faced with the demand to innovate so as not to lose with the private competitors. PT Pos is one of the BUMN that provide services expedition on the community, among the many services similar services. This study aims to determine the service innovation and quality of service at the Post Office Semarang 50000. Research conducted with qualitative. The main theory to measure the quality of service is based on the opinion of A Parasuraman that measures the quality of service from indicators: tangibles, reliability, responsiveness, assurance and empathy. The result of the research shows that service innovation at PT Pos Indonesia for the improvement of service quality is good enough, but there are some deficiencies such as: the delivery of new innovation information from the officer to the customer is still less effective, so this innovation seems not optimal. In general the quality of service is good, ranging from the response officers, facilities provided, guarantees and services provided. There are still shortcomings in the delivery of information that has not been effective to the customer. This study recommends the need for accurate and detailed information about the innovations made.

scholarly journals Services quality of Islamic university

2018 ◽  
Vol 2 (2) ◽  
pp. 71-84
Author(s):  
Irwan Misbach
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Services Quality ◽  
A Value ◽  
Importance Analysis ◽  
The University ◽  
Academic Services

This study is to determine the level of student satisfaction with the service quality of islamic university. The study sample was 83 people based on accidental sampling, using Performance-Importance Analysis. The results of this study found that high religious students who received administrative and academic services were in the very satisfied category with a value of 98.3%. However, there is a service that must be a concern of the university, namely the ability of the university to respond or act quickly in solving problems faced by students. In addition, the quality of service that is prioritized is not very important for students, so the implementation seems ordinary because students are quite satisfied with the service. Services included in this category are representative service rooms, complete learning, attractive-looking staff, fast and appropriate services, and complicated procedures.

scholarly journals PENGARUH PENERAPAN ELECTRONIC GOVERNMENT TERHADAP KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN KERINCI

2019 ◽  
Vol 2 (2) ◽  
pp. 57-72
Author(s):  
Eliyusnadi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Services ◽  
Electronic Government ◽  
Significance Level ◽  
Research Results ◽  
Independent Variable

"This study aims to determine the effect of the application of electronic government on the quality of Dinas Kependudukan dan Catatan Sipil Kabupaten Kerinci. The formulation of the problem proposed is: Is there an Effect of the Application of Electronic Government on the Quality of Public Services in the Kerinci Regency Population and Civil Registry Office? How big is the effect of the application of electronic government on the quality of public services ?. Where the research results are based on the analysis of the independent variable Application of Electronic Government to the Quality of Public Services, where the value of t arithmetic is 0.960 with a significance level of 0.344> 0.05% or t arithmetic 0.960 <t table 2.733, then Ho is rejected Ha is accepted which means the Application of Electronic Government has no significant effect on the Quality of Public Services. Furthermore, based on the coefficient table it is known that the influence of Electronic Government on Service Quality is 0.085. Based on the analysis of the Electronic Government independent variable above it is known that the R Square value of 0.085 which means that the influence between Electronic Government, Against Quality of Service is 8.5%.

scholarly journals Faktor-Faktor Yang Mempengaruhi Kinerja Manajer Perhotelan Pada Masa Pandemi Covid-19 Di Parepare Sulawesi Selatan

2021 ◽  
Vol 5 (3) ◽  
Author(s):  
Irmayanti Sudirman ◽  
Andi Ayu Frihatni ◽  
Frengky Mandacan ◽  
Sri Sundari
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Multiple Regression ◽  
Services Quality ◽  
South Sulawesi ◽  
Hotel Sector ◽  
Room Service ◽  
Manager Performance

This research aims to analyze promotion costs and quality of service to the performance of managers during the COVID-19 pandemic. This type of research is quantitative conducted at Parepare, South Sulawesi. The sample of the research was all hotels in Parepare of 25 hotels. The data analysis used is a multiple regression. The result of this research discloses that promotional costs and service quality affect the hotel manager performance in Parepare. Another result discloses that promotional costs have more effect on hotel revenue compared to the quality of hotel services quality. This is because promotion costs are the costs incurred for the activities carried out by the hotel to increase room service and to create other service products. The results of this study are expected to contribute to the hotel sector in increasing revenues during the pandemic.

scholarly journals PENGUKURAN KUALITAS LAYANAN DALAM BIDANG PENDIDIKAN TINGGI

2018 ◽  
Vol 18 (1) ◽  
pp. 11-22
Author(s):  
Ariesya Aprillia ◽  
Nonie Magdalena
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Measurement Instrument ◽  
Simple Random Sampling ◽  
Test Reliability ◽  
Measurement Instruments ◽  
Education Services ◽  
Contact Personnel

The service industry plays an important role in a nation's economy including higher education services. The performance of the quality of higher education services is determined by the quality of service delivery provided to the students. Quality of service in education is determined by the extent to which student needs and expectations can be met. How well students will later perceive the quality of their educational services will greatly contribute to the continuity of universities in the dynamics of long-term competition. The purpose of this study was to examine and analyze how the quality of service of Maranatha Christian University is viewed from the gap between the service experienced and the expected service. The service quality measurement instrument uses seven factors: contact personnel (faculty/ lecturer), reputation, physical evidence, contact personnel (administration), curriculum, responsiveness, and access to facilities. The technique used is simple random sampling with 418 respondents. Measurement instruments are tested using validity test, reliability test, and Importance and Performance Analysis (IPA). Based on the results of data processing using IPA five things that have not been matched as expected by the student when the five things are considered important by students. These are classroom arrangement, classroom comfort, immediate announcement notice, availability of parking space, and availability of access to nonclassroom learning. Keywords: IPA; Service Quality

scholarly journals ANALISIS KUALITAS PELAYANAN UJI KIR TERHADAP KEPUASAN MASYARAKAT PENGGUNA JASA KIR DI DINAS PERHUBUNGAN KOTA KEDIRI

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Agung Santoso
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
State Government ◽  
Quantitative Research ◽  
Public Services ◽  
Service Users ◽  
Department Of Transportation ◽  
Mobile Vehicle ◽  
The Government

Public services organized by public organizations are one manifestation of functions of the state government apparatus as civil servants. Public services are intended to prosper the community. The condition of people who experience dynamic development, the better level of community life, resulting in people becoming more aware of what their rights and obligations are as citizens in living in the community, proposing their demands, desires, and aspirations to the government. The purpose of this study are as follows: 1) To determine the service quality of KIR test at the Department of Transportation (Dishub) of Kediri City? 2) To find out the satisfaction of KIR service users in the Department of Transportation (Dishub) of Kediri City?, 3) To analyze the influence Kir test service quality to the satisfaction of KIR service users in the Kediri City Transportation Agency (Dishub)? This study uses quantitative research designs. This study consists of two variables, namely the independent variable of this study is the quality of service while the dependent variable of the study is the satisfaction of the users of mobile vehicle testing services, data collection by distributing questionnaires to respondents. Based on the results of the research. The following conclusions can be drawn: 1) Based on the results of the investigation it has been proven that the quality of service of the KIR test at the Kediri City Transportation Agency (Dishub) is good, service employees, facilities and tools the support used in the test is complete and modern. 2) Based on the results of the analysis it has been proven that the level of satisfaction of KIR service users in the Kediri City Transportation Agency (Dishub) is quite high. 3) There is a significant effect of service quality variables on community satisfaction of test service users in the city of Kediri, service quality variables have an impact of 78.6% on the achievement of the service user community.

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