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.

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 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 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 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

Women and Media

2021 ◽  
pp. 8-23
Author(s):  
Zeljka Lekic-Subasic
Keyword(s):  
Decision Making ◽  
Public Sphere ◽  
Gender Equality ◽  
Public Service ◽  
General Public ◽  
The Public ◽  
The Media ◽  
Existing Data ◽  
National Borders

Difficulties that women face in the media professions and discrimination against women's access to decision-making posts within the media is a problem that transcends national borders. Becoming a greater part of this particular workforce would help to expand both the amount and quality of visibility for women – in news, television, and public sphere in general. Public service media (PSM), as broadcasting, made, financed, and controlled by the public and for the public, with the output designed to reach everyone and reflect all voices, should treat gender equality with the utmost importance. The existing data indicate however that, although some progress have been made, there is a lot to be done: while women among European PSMs represent 44% of the workforce, the number falls to less than 25% at the higher and executive positions. This chapter analyses the efforts made by the European Broadcasting Union's members and the measures they recommend.

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 PENERAPAN GOOD GOVERNANCE DALAM PELAYANAN PUBLIK (Studi Tentang Kualitas Pelayanan Elekronik Kartu Tanda Penduduk Berbasis Good Governance Di Kecamatan Sukolilo Surabaya)

2018 ◽  
Vol 4 (1) ◽  
Author(s):  
Arif Cahyadi ◽  
Bagoes Soenarjanto
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Public Service ◽  
Good Governance ◽  
The Public ◽  
The Government ◽  
Gathering Data

Implementation of good governance in public service. The principles of good governance is the government whether it is done in the government in the implementation of the public service. So this research aims to determine and analyze the value of the application of good governance and also knowing and analyzing yhe value of the quality of public service in the Sukolilo in Surabaya. The gathering data carried out by using interviews conducted with the head of the sie the government, as well as questionnaires in the spread of the Sukolilo in Surabaya with the amount of an informant for the 25 people who take care of the sevice E – ID cards, and also use techniques the observation of data – data obtained from the Sukolilo in Surabaya. The data analysis carried out in this study is the reduction of data to select the data according to the research, also the presentation of data with the present data that has been reduced and obtained from the Sukolilo, Surabaya, and also use techniques of pigeons gathered to conclude the data that has been reduced and is served. The results of this that the value of the implementation of the principle of good governance in the service of the E – ID cards in the Sukolilo of Surabaya was enough it’s fine with the value of approximately 21,6 and obtained also the results of this research that the value of the quality of service E – ID cards in the Sukolilo of Surabaya was enough it’s fine with the value of approximately 51. Keywords: good governance, the quality of public service. 

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 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.

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