scholarly journals ANALISA KEPUASAN MASYARAKAT PADA PELAYANAN BADAN PENANGGULANGAN BENCANA DAERAH KABUPATEN MALANG

2018 ◽  
Vol 3 (1) ◽  
pp. 76-94
Author(s):  
Yusuf Azwar Anas ◽  
Husnul Hakim Sy
Keyword(s):  
Early Detection ◽  
Service Quality ◽  
Natural Disasters ◽  
Sampling Technique ◽  
Disaster Mitigation ◽  
Human Beings ◽  
Community Satisfaction ◽  
Sense Of Security ◽  
Excellent Service ◽  
The Government

ABSTRAK Bencana Alam sesuatu hal yang menakutkan bagi manusia didunia, namun kehadiarnnya selalu muncul tanpa diduga. Berbagai upaya dilakukan untuk mendeteksi hadirnya bencana alam dilakukan untuk memberikan deteksi dini, agar tak banyak korban berjatuhan. Pemerintah mempunyai kewajiban dalam mengatasi bencana alam yang terjadi. Kehadiran pemerintah menjadi sangat penting sebagai pihaj yang bertanggungjawab melindungi masyarakat. Penelitian ini bertujuan mengevaluasi tingkat kepuasan masyarakat terhadap pelayanan Badan Penanggulangan Daerah Kabupaten Malang.Penelitian ini mengunakan 5 (lima) dimensi kualitas layanan dar Parasuraman (1985), dimensi tersebut adalah Reliability, Emphaty, Responsiveness, Tangible dan Assurance  sebagai variabel mengukur kepuasan masyarakat.Sampel dalam penelitian ini berjulah 430 sampel yang tersebar di 4 desa dan 4 kecamatan dikabupaten malang. Teknik pengambilan sampel menggunakan Proporsiv random sampling.Hasil penelitian menunjukkan bahwa Indek kepuasan pelayanan Badan penanggulangan bencana Kabupaten Malang mempunyai mutu layanan dengan pridikat A dengan kualitas layanan sangat baik. Penelitian selanjutnya dapat memfokuskan terhadap efesiensi pelayanan yang diberikan oleh pemerintah terkait upaya-upaya untuk mencegah dan antisipasi dini terhadap bencana, apakah dengan memberikan edukasi dan deteksi dini pada bencana dapat meningkatkan rasa aman bagi masyarakat yang rawan bencana. Kata Kunci: Kualitas Layanan, Kepuasan Masyarakat, Bencana Alam     ABSTRACT Natural Disasters are something that is frightening to human beings in the world, but its realization always comes unexpectedly. Various efforts were made to detect the presence of natural disasters carried out to provide early detection, so that not many victims fell. The government has an obligation in overcoming natural disasters that occur in the country. The presence of government becomes very important as the party who is responsible for protecting the community. This study aims to evaluate the level of community satisfaction with the service of the Malang Disaster Mitigation Agency.This study uses 5 (five) service quality dimensions of Parasuraman (1985) which are Reliability, Emphaty, Responsiveness, Tangible and Assurance as the variables for measuring community satisfaction. Samples in this study amounted to 430 samples spread across 4 villages and 4 districts in Malang Regency. The sampling technique used in this research is proporsiv random sampling.The result of the research shows that the satisfaction service index of Malang Disaster Mitigation Agency has the quality of “A” which means it has an excellent service quality. Subsequent research can focus on the efficiency of services provided by governments with regard of efforts to prevent and anticipate early disasters, whether by providing education and early detection of disasters can increase the sense of security for disaster-prone communities. Keywords: Service Quality, Community Satisfaction, Natural Disaster

Innovation of Online Population Administrative Services (PADUKO) by The Department of Population and Civil Registration of Padang Panjang City

2020 ◽  
Vol 19 (2) ◽  
pp. 202-216
Author(s):  
Mona Melinda ◽  
Syamsurizaldi Syamsurizaldi ◽  
Muhammad Ichsan Kabullah
Keyword(s):  
Qualitative Method ◽  
Sampling Technique ◽  
Relative Advantage ◽  
Administrative Services ◽  
The Public ◽  
Civil Registration ◽  
Excellent Service ◽  
The Government ◽  
Network Server ◽  
Registration Service

Public demand for excellent service affects the government to make various innovations. In that sense, the Civil Registration Office in Padang Panjang City creates innovation in online civil services (PADUKO). PADUKO innovation consists of 19 kinds of civil services and succeed to achieve the highest score between agencies in the Municipality of Padang Panjang in 2019. In this article, we would like to explore PADUKO innovation by the Civil Registration Service Office. This research has used the theory of the attributes of innovation by Everett M Rogers which says that there are five attributes of innovation that can determine innovation acceptance, which consists of relative advantage, compatibility, complexity, trialability, and observability. The method in this research is descriptive qualitative method with data collection techniques by interview, documentation, and observation, while the selection informants technique by purposive sampling technique. The validity of the used triangulation. Based on this fieldwork, PADUKO innovation was successful and accepted by the public. Five attributes of innovation by Everett M. Rogers also presence on PADUKO innovation. This can be seen from the perceived benefits in the form of effectivity, efficiency of cost, and energy, and the acceptance of services with the needs of the public. However, some problems are still found, such as poor network, server, and application problems.

Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Masyarakat Pada Kantor Imigrasi Bengkalis

2020 ◽  
Vol 9 (1) ◽  
pp. 102-114
Author(s):  
Muhammad Fadhil Junery ◽  
Nur Asyira
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Method ◽  
Central Government ◽  
Sampling Technique ◽  
Community Satisfaction ◽  
Convenience Sampling

This research aims to determine the immigration office services providing services to the community and how much influence the quality of immigration office services on the level of community satisfaction. This research uses a descriptive quantitative method. The population in this research amounted to 21613 people. While sampling uses the Slovin formula with convenience sampling technique so that a sample of 100 people is obtained. Data collection techniques used were observation, interviews, documentation, questionnaires and literature studies. The results of this research are that the service at the Bengkalis Immigration Office has been well fulfilled based on the determination of the central government. Then the service quality of Bengkalis Immigration Office has a significant effect on the level of community satisfaction with a percentage of influence of 68.6% and the remaining 31.4% is influenced by other variables.

PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI KANTOR KELURAHAN MARAWI KECAMATAN TIROANG KABUPATEN PINRANG

2019 ◽  
Vol 7 (3) ◽  
pp. 82-87
Author(s):  
Haizah Haizah ◽  
Muhammad Rusdi ◽  
Haeruddin Syarifuddin
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Female Gender ◽  
Questionnaire Data ◽  
Community Satisfaction ◽  
The Public ◽  
Data Standardization ◽  
Analysis Techniques

The purpose of this study was to determine the effect of Public Service Quality on Community Satisfaction in the Marawi Family Office, Tiroang District, Pinrang Regency. The population in conducting this study were people with male and female gender, amounting to 1,342 family cards from three environments, the sampling technique used was the Slovin formula with the results of 93 people, taken based on cluster techniques. The type of research used is descriptive quantitative research, data collection techniques used are observation techniques, questionnaires, interviews and documentation. Data analysis techniques are data selection, data clarification, data tabulation, data standardization using the SPSS 21 application. Based on the research taken from the results of the questionnaire data processing, the recapitulation of the Public Service Quality variable with a percentage of 64 % is included in the "Good" category, while the recapitulation of the Community Satisfaction variable is with a percentage of 63%.

scholarly journals INDEKS KEPUASAN MASYARAKAT (IKM) DALAM PELAYANAN SIM PADA SATLANTAS POLRES DUMAI

Jurnal Niara ◽  
2019 ◽  
Vol 12 (1) ◽  
pp. 86-99
Author(s):  
Hildawati
Keyword(s):  
Service Quality ◽  
Administrative Reform ◽  
Service Performance ◽  
Survey Method ◽  
Community Satisfaction ◽  
The People ◽  
Driver's License ◽  
The Government ◽  
Bureaucratic Reform ◽  
People’S Perceptions

Service quality is one of the important studies in bureaucratic reform. Until now, the problems of services provided by the government/ state to the people who make arrangements tend to still have many complaints. Such as the issue of service time which is not in accordance with the standards, convoluted service procedures to the problems of facilities and infrastructure which are considered to be less supportive of the implementation of services. At the Satllantas Polres Dumai, the same problems still occur, including in the service of obtaining a driver's license (SIM). Through Minister of Administrative Reform and Bureaucratic Reform Regulation Number 14 of 2017 concerning Guidelines for Preparing Community Satisfaction Surveys in this study a survey was conducted to find out people's perceptions and satisfaction with the services performed by the Satlantas Polres Dumai in servicing people who manage SIMs. The survey method refers to the provisions in the Minister of Administrative Reform and Bureaucratic Reform Regulation No. 14 of 2017 concerning Guidelines for Preparing the Community Satisfaction Survey. From the results of the study it is known that the IKM value of service quality in obtaining a SIM at the Satlantas Polres Dumai is 3.16 which is in the interval 2.51 - 3.25. Based on these results, the conversion value of IKM obtained is 78.94, which is in the intervals of 62.51 - 81.25 with service quality is B and service performance is categorized as GOOD

scholarly journals ANALYSIS OF SERVICE QUALITY ON BUILDIG LOYALTY BY USING STRUCTURAL EQUATION MODELLING METHOD (CASE STUDY IN MAJAPAHIT RAILWAYS)

2017 ◽  
Vol 1 (2) ◽  
pp. 57
Author(s):  
Eka Arista Anggorowati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Rolling Stock ◽  
Equation Modelling ◽  
Customer's Loyalty ◽  
The Government ◽  
Principal Elements

Train system is one of the transportation modes with some special characteristics that make it becomes an effective and efficient transportation system to increase the service quality. Although the AC economy class of Majapahit Railway has been officially opened by the government, it has not been able to fulfill the people’s need. It is proved with the decrease of number of passenger, and the increase of critics related to the service quality. This research aims to analyze the principal elements and the effect of service qualities towards the customer’s loyalty. The research was conducted through survey on the Majapahit railway users consisting of 200 respondents. The used sampling technique was non probability sampling with purposive sampling method. It applied Structural Equation Modelling in which the previous test was the classical assumptions. Based on the calculations, it is indicated that the variables of service quality in customer satisfaction and loyalty is significant. The principal elements that influence satisfaction and loyalty are the operational schedule, the rolling stock condition, station’s comfort and security, safety, ticket price, and how the passengers enjoy the travelling. Adjusted R square of 0.8246 shows that 82 percent of consumer’ loyalty can give impact on service quality and customer satisfaction.

scholarly journals Kualitas Pelayanan dan Kinerja Pegawai terhadap Kepuasan Masyarakat di Unit Pelayanan Terpadu Satu Atap Kementerian Ketenagakerjaan

2020 ◽  
Vol 18 (1) ◽  
pp. 68-74
Author(s):  
Eigis Yani Pramularso
Keyword(s):  
Service Quality ◽  
Employee Performance ◽  
Integrated Services ◽  
Community Satisfaction ◽  
Validity And Reliability ◽  
Public Servant ◽  
One Stop ◽  
The Government ◽  
To Come ◽  
The One

Abstract - The government as a public servant continues to strive to make positive perceptions by continuing to improve community satisfaction related to the various services that can be provided. Community satisfaction is strived to continue to increase by providing the best quality of service and continue to encourage employee performance to be more optimal in carrying out their duties. This study aims to determine the effect of service quality and employee performance on community satisfaction in the One-Stop Integrated Services Unit of the Ministry of Manpower. The sample in this study amounted to 45 people where the technique was taken by accidental sampling. The data collection method uses a questionnaire given to respondents who happened to come at the research location. Data analysis tools in this study used a regression test with a validity and reliability test conducted previously. The results of this study are simultaneous and partial service quality and employee performance have a significant influence on community satisfaction in the One-Stop Integrated Services Unit of the Ministry of Manpower where the calculated F value is 19,042 and sig 0,000. Keywords: Service Quality, Employee Performance, Community Satisfaction

scholarly journals River Care Community and Padang Disaster Education Park for Disaster Mitigation

2020 ◽  
Vol 2 (1) ◽  
pp. 39-46
Author(s):  
Rika Rubianti ◽  
Azmi Fitrisia
Keyword(s):  
Natural Disasters ◽  
Case Study Research ◽  
Disaster Mitigation ◽  
Care Community ◽  
Qualitative Approaches ◽  
West Sumatra ◽  
Disaster Education ◽  
The Government ◽  
The Village ◽  
The City

This research is motivated to find out the survival of the Society survival in areas prone to landslides In The Village Of North TandikekPatamuan Sub-District, Padang Pariaman District. Research location in the village of North Tandikek. This research uses qualitative approaches with case study research types, data collection techniques by observation, interviews and documentation.The selection of informant is done by Purposive Sampling. The Analysis of this research uses functional structural theory by Talcott Parsoons AGIL. The results of the research are that (1). The reasons for society to stay in the research site are: a). Environmental Factors, b) Economic Factors, c) Social Cultural Factors, d) Education Factors. (2). Society strategies for survival in landslide prone areas that is: a). Looking for a safe haven b). Greening empty land c). Mutual Cooperatin West Sumatra is one area with a high level of disaster vulnerability. West Sumatra BPBD said that West Sumatra was very vulnerable to natural disasters, and for most of the year natural disasters struck. The efforts made by the government in disaster management efforts in West Sumatra, especially in the city of Padang, were to establish a Disaster Education Park on the Purus Coast of Padang City. The Disaster Education Park aims to provide an understanding of disasters to the community, so that the community can prepare themselves for disasters. The purpose of this research is to describe the role of Purus Padang River Care Community and Disaster Education Park for disaster mitigation in Padang City. The method used in this study is a qualitative method with a descriptive approach. The results of this study concluded that there are several roles of the River Concern Community and Disaster Education Park in disaster mitigation efforts in the city of Padang, including: (1) Providing reading books as a source of knowledge about disaster, (2) Establish a River School, (3) Making KPS management a playground, (4) Providing Disaster Material / Training to the Community, (5) Monitor River Development, (6) Maintain the cleanliness of rivers, lakes and beaches.

scholarly journals KUALITAS PELAYANAN PUBLIK DALAM MEMENUHI KEPUASAN MASYARAKAT DI KANTOR IMIGRASI KELAS I KHUSUS SURABAYA

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Rachman Rahardian ◽  
Zakariya Zakariya
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Class I ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
The People ◽  
Immigration Service ◽  
The Government

Quality Of Public Service in Fulfilling Community Satisfaction in Class Of Immigration Class I Special Surabaya. Public services in accordance with Act No. 25 of 2009 on the public service is a form of services either in the form of public goods, one form of public service held by the government is meeting the needs of society in the manufacture of passports by the Immigration Office. However, in the provision of services performed, there are problems that often occur like, there is always a long queue, inadequate parking space. Special Class I Immigration Office Surabaya is one of the facilities that serve service traveling abroad. The focus of research at the Immigration Service Quality Class I Special Surabaya measured using the five dimensions of service quality (SERVQUAL) According to Parasuraman, namely Tangible, Realibility, Responsiveness, Assurance, Empathy. This study used a qualitative descriptive approach. Results from the study show that: 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. Keywords: Quality of Public Services, Public Satisfaction

scholarly journals Can Government Hospital Survive in The Era of National Health Insurance?

2019 ◽  
Vol 16 (2) ◽  
pp. 50
Author(s):  
Ida Ayu Diah Tirta Kosala ◽  
Agus Fredy Maradona
Keyword(s):  
Health Insurance ◽  
National Health Insurance ◽  
National Health ◽  
Business Strategy ◽  
Core Competencies ◽  
Sampling Technique ◽  
Business Strategies ◽  
Sustainable Competitive Advantage ◽  
Excellent Service ◽  
The Government

ABSTRACT                 Based on the Minister of Health Regulation Number 28 of 2014 concerning the National Health Insurance Program Implementation Program which is needed to fulfill the basic needs of every person who has to pay contributions or contributions that are approved by the government. Health is a basic human need to be able to live a decent and productive life, for this reason it is necessary to carry out quality-controlled health care and costs, through the National Health Insurance (JKN) program organized by the Social Security Organizing Agency (BPJS). Hospitals are needed to implement business strategies with display-based resources in order to be able to compete in a tiered, competency-based referral system.         This research was conducted at the Tabanan Regency BRSUD with the aim of finding out the business strategy and efforts made by government hospitals in improving excellent service in the JKN era. This study uses qualitative research with a case study approach. Data collection by interview and documentation study. The sampling technique with purposive sampling, Credibility Test (internal validity) using source triangulation techniques.        From the results of the study it can be concluded that the applied business strategy is to improve core competencies (core competency) and hospital capabilities, innovating in all forms of service support and efforts to support excellent service are improving quality, efficiency and financial supply chain to achieve sustainable competitive advantage.

scholarly journals Analisis Kepuasan Masyarakat Terhadap Pelayanan 27 Puskesmas di Kabupaten Mojokerto Berdasarkan Indeks Kepuasan Masyarakat

2020 ◽  
Vol 15 (2) ◽  
Author(s):  
Kuswadi Rustam
Keyword(s):  
Service Quality ◽  
Health Centre ◽  
Weighted Average ◽  
Sampling Technique ◽  
Public Institution ◽  
Community Satisfaction ◽  
Public Health Centre ◽  
Average Value ◽  
Satisfaction Index ◽  
Complaint Handling

The Measurement of community satisfaction in the healthy sector is an important element in the evaluation of the performance of the Govermnent in Mojokerto Regency. In this case, the Public Health Centre (PHC) should become a public institution based on community-based services which is the best, efficient, and more effective. For this reason, research on the level of satisfaction of PHC in Mojokerto is aimed to determine the correlation among satisfaction index and the community expectations in a PHC services in Mojokerto Regency. The method was used is a qualitative descriptive, the research is designed to combines qualitative and quantitative data. The object of the research is the people who use the PHC in 27 sub-districts in Mojokerto district. The sampling technique used in this study was purposive accidental sampling at the research location with 150 respondents per PHC location. Respondent data collection was carried out by interview and questionnaire techniques. the obtained data then calculated the weighted average value, community satisfaction index (IKM) and conversion in the form of a table of perception and IKM values. The results of the analysis show that the highest average conversion value of each service element of the 27 PHC is the conversion value of the cost / tariff element (U4) of 89.01 or reaches the service quality value is A. While the lowest average conversion value is the service element of complaint handling. (U4) 84.40, is in the value of service quality is B, while the other 20 of other PHC status is Good IKM.

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