scholarly journals KINERJA LEMBAGA PERWAKILAN RAKYAT DAERAH (Studi Deskriptif Kualitatif Di DPRD Kota Bengkulu)

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Harius Eko saputra
Keyword(s):  
Mass Media ◽  
Public Service ◽  
Public Services ◽  
Research Seminar ◽  
Factors Affecting ◽  
The Public ◽  
Current Implementation ◽  
The One ◽  
The Right

Almost every day, in various mass media, especially in newspapers, it is found that there are so many complaints and unsatisfactory opinions from the community, as the customer, towards the current implementation of public service. These complaints and unsatisfactory opinions can describe how bad the quality of the current public service is, which is benefited by the community. It may be the right time for the community to be treated as citizens, who will have rights and give priority to their rights for being served afterwards. They are not anymore being considered as clients who previously have no any choice in choosing and in determining what kind of service that they really want to. There are so many results from research, seminar and writings that are conducted by experts in which their works talk about the implementation of a good and qualified public service. Currently, however, the qualified public service has not yet implemented as should have been. The implementation of public service still acts as however it please to be and only emphasize on its own interest without considering the consumer’s importance as the party that should really be served as well as possible. For this reason, a research, which is done in Service Integrated Unit of the Jember Regency, tries to find out any factors affecting quality of the public services. The main core of the public service implementation is the quality of norm of the service executor. The matter that should be realized is that the executor is the person who should serve for the community, and the community is the one who should be served as well as possible.Keywords: Implementation of public service, legislatif

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.

Perceptions towards the quality of public services in Romania. Poor outcomes of public administration reforms?

2020 ◽  
Vol 31 (3) ◽  
pp. 263-285
Author(s):  
Claudia Petrescu ◽  
Flavis Mihalache
Keyword(s):  
Quality Of Life ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Local Level ◽  
The Public ◽  
Public Administration Reform

Public services represent an important dimension of quality of society, as they create the contextual conditions for people to further their quality of life. Romanian public administration reform has brought about a constant institutional transformation, which has influenced both the specific features and the quality of the services. This article aims to analyse trends regarding the perceived quality of public services in Romania, in European comparative perspective, using the data of the European Quality of Life Survey (2003–2016). The article aims to understand the low satisfaction with public services in Romania against the background of the public service reform measures taken by government in this period. The article describes the context of Romanian public administration and public service reform, the most important public policy measures adopted and the most important challenges. The lack of vision in the public service reform, the partial introduction of reform elements, the permanent and, sometimes, conflicting changes are issues that may have influenced the way in which the population perceives the quality of public services. The decentralisation process of public services and the insufficient allocation of public funds for delivering such services at local level might have an impact on their quality and quantity perceived by the population. Keywords: public services; public administration reform; citizens’ satisfaction; New Public Management; New Weberianism.

scholarly journals Rembug Pelayanan Publik (RPM) Sebagai Aktualisasi Pelayanan Publik Berlandaskan Demokrasi Pancasila

2016 ◽  
Vol 12 (2) ◽  
pp. 284
Author(s):  
Nuriyanto Nuriyanto
Keyword(s):  
Public Service ◽  
Public Services ◽  
Monitoring And Evaluation ◽  
The Public ◽  
Services Delivery ◽  
Starting Point ◽  
Public Bureaucracy ◽  
Human Quality ◽  
Set Up

Dynamic development of society, they want the public bureaucracy to be able  to provide the public services more professional, effective, simple, transparent, open, timely, responsive and adaptive. With excellent public service, to build a human quality in the sense  of  increasing  the  capacity  of  individuals  and  communities  to determine actively its own future. Actualization of democratic precepts in the public services delivery in Indonesia starting point on the importance of community participation ranging from formulating criteria for the services, how the delivery   of the services, arranging each engagement, public complaints mechanism set up   by the monitoring and evaluation of the implementation of the public services in order to co-together build a commitment to create quality of the public services. It’s all been contained in the Law 25 of 2009 on Public Services, certainly it has been based on the precepts of the democracy of Pancasila. Rembug of the public services as an actualization of the public services based on the democracy of Pancasila.

scholarly journals Public Service in Interpersonal Communication

2019 ◽  
Vol 1 (5) ◽  
Author(s):  
Ira Lusiawati
Keyword(s):  
Interpersonal Communication ◽  
Communication Skills ◽  
Public Service ◽  
Service Provider ◽  
Public Services ◽  
Service Providers ◽  
Mutual Understanding ◽  
The Public

One important aspect in the implementation of public services is the ability of a service officer to interact and communicate with others. Communication is the most common thing in providing services. Good value whether or not a service is often seen from how the service providers in communicating with customers. For this communication skills must be owned and mastered properly by each service provider. In the implementation of public services, communication skills become one of the important aspects that will affect how effective the public services are provided and will determine how the community as a customer in responding to and imaging the funding organization. To communicate must be able to place humans in an honored position as well as public service is an effort to humanize humans (human humanization). In communication there is delivery of information and from one person to another. Communication will be good if there is mutual understanding between the sender and receiver of information so that the message conveyed is easily understood . This paper reviews the effectiveness of interpersonal communication within organizations to improve the quality of public services.

scholarly journals QUALITY OF IMPLEMENTATION OF PUBLIC SERVICES IN THE PUBLIC SERVICE MALL (MPP) IN SUMEDANG DISTRICT

2020 ◽  
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Service System ◽  
Qualitative Approach ◽  
Problem Analysis ◽  
The Public ◽  
District Government ◽  
Descriptive Method

This study is to examine Describe and analyze the quality of the implementation of public services by the district government in public services through the Public Service Mall (MPP) in the Sumedang patent district. Seeing the supporting factors and servants in the process of public service that refers to KememPan number 31 of 2019 there are still not many maximums from the start of the regent's regulations that have not yet come out even though the service has begun to run, this study will analyze how public services should be carried out in the process of implementing the pub service system lik through the Mall Public Services (MPP) in Sumedang Regency. The method used in the activity is a descriptive method through a qualitative approach. With this method and approach, it is expected to be able to describe various problems in their entirety and comprehensively, so that the results of the problem analysis can be used as a basis for understanding phenomena and giving birth to a concept of the quality of public service delivery in Sumedang Regency

scholarly journals STRATEGI PELAYANAN PUBLIK DI KANTOR KECAMATAN KANDANGAN KABUPATEN KEDIRI

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Imam Fachruddin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Capacity ◽  
Service Strategy ◽  
District Office ◽  
The Public ◽  
Analysis Techniques ◽  
Equipment Reliability ◽  
The Government

This study aims to determine the performance of the apparatus, the strategy of improving public services in Kandangan Subdistrict, Kediri Regency, as well as obstacles faced to strengthen public service capacity in the Kandangan District Office, Kediri Regency. This research is a descriptive study using a qualitative approach. Data collection techniques are carried out with observation, interview, and documentation techniques. Data analysis techniques used are interactive models. The validity of the data is done by triangulating the source and method. Utilizing the information from the informants, this study produced findings: 1). The public service strategy in the Kandangan District Office is seen from various indicators, namely the provision of physical facilities and equipment, reliability, simplification of processes, pure responsiveness of the apparatus, providing waiting rooms and places. Secure parking/assurance (Assurance), and empathy (empathy) apparatus in Kandangan Subdistrict, the average community considers it to be relatively good. 2). Sensitivity to the community, enhancing the professionalism of apartments and supplementing infrastructure - the strategy of the government of Kediri Regency in Improving the Quality of the Implementation of Public Services in Kandangan sub-district.

scholarly journals Urgency of the Public Services Supervision on the Regional Government Implementation

2020 ◽  
Vol 4 (2) ◽  
pp. 84-88
Author(s):  
Ida Ayu KETUT KARYANI ◽  
I Wayan PARSA
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Regional Government ◽  
Public Officials ◽  
The Public ◽  
Government Supervision ◽  
Service Sectors ◽  
The Government

This study examined the supervision of public services as stipulated in Law 25 of 2009, namely regarding public services and Law 23 of 2014 concerning regional government. Supervision carried out in the law is to give authority to each of the existing institutions or institutions, causing overlapping existing authority. Giving authority to officials will give birth to the rights and obligations to achieve the goals and intentions specified in the legislation. The rise of corruption cases occurs because of the weakness of existing supervision of government administration, especially in public services. In this case corruption will foster public distrust of public services. The form of maladministration carried out by public service providers is always associated with behavior in services performed by public officials and the norms of behavior of officials in public services. In addition, these problems are also caused by the opportunities and authority given to be abused and the low quality of public services in various service sectors. Supervision of public services can provide certainty about the public services provided by the government whether it has been running according to targets and objectives and is a way to find out as early as possible maladministration that might occur so that effective and accountable government can be realized.

scholarly journals PELAYANAN PUBLIK DI BADAN PENANGGULANGAN BENCANA DAERAH KOTA KEDIRI: STRATEGI POSKO SIAGA PENANGANAN PENYEBARAN COVID-19

2021 ◽  
Vol 5 (2) ◽  
pp. 214
Author(s):  
Fendy Artha Prissando
Keyword(s):  
Disaster Management ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
The Public ◽  
Management Agency ◽  
Public Servant ◽  
State Apparatus ◽  
Qualitative Descriptive

AbstrakPelayanan publik merupakan salah satu perwujudan dari fungsi pada aparatur negara sebagai abdi masyarakat. Pelayanan publik yang professional itu artinya pelayanan publik yang bercirikan oleh adanya akuntabilitas dan responsibilitas dari pemberi layanan. Pelayanan publik pada dasarnya merupakan sebuah upaya individu, kelompok atau birokrasi untuk memberikan bantuan serta kemudahan kepada masyarakat untuk mencapai suatu tujuan tertentu. Tugas terpenting dari pelayanan publik ini adalah memberikan pelayanan terbaik kepada masyarakat. Pelayanan publik memiliki suatu tujuan untuk memenuhi kebutuhan masyarakat. Penelitian ini ditujukan untuk mengetahui bagaimana Pelayanan Publik di Badan Penanggulangan Bencana Daerah (BPBD) Kota Kediri serta mengetahui strategi posko siaga penanganan penyebaran Covid-19. Metode penelitian yang digunakan dalam penelitian ini adalah metode deskriptif kualitatif dan teknik pengumpulan data melalui observasi, wawancara secara mendalam kepada informan, dan dokumentasi. Hasil penelitian menujukkan bahwa kualitas pelayanan publik di Kantor Badan Penanggulangan Bencana Daerah (BPBD) Kota Kediri sudah baik dan sudah memberikan pelayanan publik dengan tepat kepada masyarakat yang membutuhkan bantuan dengan posko siaga.Kata Kunci: Kualitas; Pelayanan Publik; Prinsip Pelayanan. AbstractPublic service is one manifestation of the function of the state apparatus as a public servant. Professional public service means public service characterized by accountability and responsibility from service providers. Public service is basically an individual, group or bureaucratic effort to provide assistance and convenience to the community to achieve a certain goal. The most important task of this public service is to provide the best service to the community. Public services have a purpose to meet the needs of the community. This study was aimed to find out how the Public Service in the Regional Disaster Management Agency (BPBD) of Kediri City and to find out the strategy of the standby post for handling the spread of Covid-19. The research method used in this study is a qualitative descriptive method and data collection techniques through observation, in-depth interviews with informants, and documentation. The results of the study show that the quality of public services at the Office of the Regional Disaster Management Agency (BPBD) of Kediri City is good and has provided appropriate public services to people who need assistance with standby posts.Keywords: Quality; Public service; Service Principles.

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 Strategy To Improve Competence Of Public Service Officials In The West Sulawesi Province, Indonesia

2013 ◽  
Vol 3 (2) ◽  
pp. 66
Author(s):  
Rohana Thahier
Keyword(s):  
Public Service ◽  
Public Awareness ◽  
The Public ◽  
Negative Perceptions ◽  
The One ◽  
High Level ◽  
Resource Sector ◽  
To Receive ◽  
Creativity And Innovation

The high level of public complaints against bureaucracy shows that on the one hand the quality of bureaucratic service has, in public opinion, been found wanting. At the same time, public awareness has continued to grow, with consumers demanding they have rights to receive high quality service (Dwiyanto, 2002). The quality of public service is lacking. Often bribes are required, services are not guaranteed, and procedures are over-complicated. The perceptions of the public human resource sector are various: Professionalism is lacking, corruption, collusion and nepotism run rampant, wages are insufficient, service to the public is over-complicated, relationships are based on a patrion-client system, there is lack of creativity and innovation, not to mention other potential negative perceptions which essentially show that this system is still weak in Indonesia.  All this motivates us to reform the public human resources sector of Mamuju Regency, West Sulawesi (Reformation of Bureaucracy).

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