scholarly journals Kinerja Bidang Pembinaan dan Perlindungan Tenaga Kerja Dalam Percepatan Serikat Pekerja di Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang

2020 ◽  
pp. 79-102
Author(s):  
Nuraida Nuraida ◽  
Deddy As Shidik
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Trade Unions ◽  
Employee Attitudes ◽  
Employee Morale ◽  
Department Of Labor ◽  
Quality Dimension ◽  
Optimal Productivity ◽  
Organizational Activities

Penelitian ini membahas mengenai Pembinaan dan Perlindungan ketenagakerjaan di Kabupaten Subang. Bidang Pembinaan dan Perlindungan Tenaga kerja pada Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang memiliki tanggung jawab dalam pembinaan kerja para serikat kerja melalui peningkatkan komunikasi maupun mediasi dengan Perusahaan. Maraknya permasalahan upah tenaga kerja yang tidak sesuai dan perlakuan perusahaan terhadap para pegawai yang tidak sesuai membuat Dinas Ketenagakerjaan khusunya Bidang Pembinaan dan Perlindungan Tenaga kerja mengambil alih peranan sebagai katalisator komunikasi Antara perusahaan dan para pegawai yang menyampaikan aspirasi dan keluhan mengenai permaslahan ketenagakerjaan. Hasil Penelitian yang didapat bahwa Kinerja Bidang Pembinaan dan Perlindungan Tenaga kerja pada Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang dinilai belum optimal dikarenakan dimensi akuntanbilitas dan dimensi responsivitas belum optimal dalam pelaksanaan tugas dan tanggungjawabnya, namun dalam dimensi kualitas pelayanan peran para pegawai sudah optimal dalam pemberian layanan, selanjutnya dalam dimensi produktivitas telah optimal hal ini terlihat dari sikap pegawai, kemampuan pegawai dan semangat pegawai yang tinggi serta dalam dimensi responsibilitas dapat dilihat dari pelaksanaan kegiatan organisasi sudah sesuai dengan prosedur dan mekanisme yang ditetapkan.   Employment Development and Protection has many dimensions and links. The Division of Manpower Development and Protection at the Subang Regency Manpower and Transmigration Office carries out the work of the trade unions through enhanced communication and mediation. The rise of labor wage problems that are not appropriate and the company's treatment of inappropriate employees makes the Department of Labor especially in the Field of Manpower Development and Protection take over the role as a catalyst for communication between companies and employees who submit aspirations and complaints about labor problems. Based on the research, it is known that the Performance of the Field of Guidance and Workforce Protection at the Subang District Manpower and Transmigration Office is optimal, this is because only the accountability and responsiveness dimensions have not been optimal in carrying out their duties and responsibilities, but in the service quality dimension the role of the employees is optimal in service delivery, then in the optimal productivity dimension it can be seen from employee attitudes, employee capability and high employee morale and in the dimension of responsibility can be seen from the implementation of organizational activities in accordance with established procedures and mechanisms.

scholarly journals Kinerja Bidang Pembinaan dan Perlindungan Tenaga Kerja Dalam Percepatan Serikat Pekerja di Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang

2020 ◽  
pp. 79-102
Author(s):  
Nuraida Nuraida ◽  
Deddy As Shidik
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Trade Unions ◽  
Employee Attitudes ◽  
Employee Morale ◽  
Department Of Labor ◽  
Quality Dimension ◽  
Optimal Productivity ◽  
Organizational Activities

Penelitian ini membahas mengenai Pembinaan dan Perlindungan ketenagakerjaan di Kabupaten Subang. Bidang Pembinaan dan Perlindungan Tenaga kerja pada Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang memiliki tanggung jawab dalam pembinaan kerja para serikat kerja melalui peningkatkan komunikasi maupun mediasi dengan Perusahaan. Maraknya permasalahan upah tenaga kerja yang tidak sesuai dan perlakuan perusahaan terhadap para pegawai yang tidak sesuai membuat Dinas Ketenagakerjaan khusunya Bidang Pembinaan dan Perlindungan Tenaga kerja mengambil alih peranan sebagai katalisator komunikasi Antara perusahaan dan para pegawai yang menyampaikan aspirasi dan keluhan mengenai permaslahan ketenagakerjaan. Hasil Penelitian yang didapat bahwa Kinerja Bidang Pembinaan dan Perlindungan Tenaga kerja pada Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang dinilai belum optimal dikarenakan dimensi akuntanbilitas dan dimensi responsivitas belum optimal dalam pelaksanaan tugas dan tanggungjawabnya, namun dalam dimensi kualitas pelayanan peran para pegawai sudah optimal dalam pemberian layanan, selanjutnya dalam dimensi produktivitas telah optimal hal ini terlihat dari sikap pegawai, kemampuan pegawai dan semangat pegawai yang tinggi serta dalam dimensi responsibilitas dapat dilihat dari pelaksanaan kegiatan organisasi sudah sesuai dengan prosedur dan mekanisme yang ditetapkan.   Employment Development and Protection has many dimensions and links. The Division of Manpower Development and Protection at the Subang Regency Manpower and Transmigration Office carries out the work of the trade unions through enhanced communication and mediation. The rise of labor wage problems that are not appropriate and the company's treatment of inappropriate employees makes the Department of Labor especially in the Field of Manpower Development and Protection take over the role as a catalyst for communication between companies and employees who submit aspirations and complaints about labor problems. Based on the research, it is known that the Performance of the Field of Guidance and Workforce Protection at the Subang District Manpower and Transmigration Office is optimal, this is because only the accountability and responsiveness dimensions have not been optimal in carrying out their duties and responsibilities, but in the service quality dimension the role of the employees is optimal in service delivery, then in the optimal productivity dimension it can be seen from employee attitudes, employee capability and high employee morale and in the dimension of responsibility can be seen from the implementation of organizational activities in accordance with established procedures and mechanisms.

scholarly journals Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rocco Palumbo ◽  
Maria Vincenza Ciasullo ◽  
Massimiliano Matteo Pellegrini ◽  
Andrea Caputo ◽  
Mario Turco
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Service Delivery ◽  
Empirical Analysis ◽  
Digital Tools ◽  
Total Quality ◽  
Content Type ◽  
Management Perspective ◽  
Service Quality Management

PurposeEco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices are generally employed to achieve this institutional aim. Conversely, innovative solutions – such as digitization – are overlooked. Adopting a service quality management perspective, the article intends to examine the role of managerialization and professionalization in triggering eco-museums' digitization.Design/methodology/approachAn empirical analysis involving 126 eco-museums operating in Italy as of 2018 was designed to investigate the implications of managerialization and professionalization on the eco-museums' propensity to embark on a digitization process. Two different forms of digitization were examined: (1) the presence of eco-museums in the digital environment; and (2) the exploitation of digital tools for service delivery. The mediating role of two “soft” total quality management (TQM) practices, i.e. people centredness and strategic focus on visitors' experience, was contemplated in the empirical analysis.FindingsThe research findings suggest that managerialization and professionalization have ambiguous effects on eco-museums' digitization. Nevertheless, they indirectly contribute to a greater digital presence of eco-museums and to a larger use of digital tools for service delivery through an increased use of soft TQM practices.Research limitations/implicationsManagerialization and professionalization are likely to foster the digital transition of eco-museums, which advances their ability to protect and promote the local cultural heritage. Soft TQM practices intended to achieve people-centredness and to enhance the visitors' experience should be exploited to stimulate the eco-museums' digitization.Originality/valueThe article examines the triggers of eco-museums' digitization, providing some food for thought to scholars and practitioners.

The link between perceived high-performance work practices, employee attitudes and service quality

2018 ◽  
Vol 40 (5) ◽  
pp. 801-821 ◽  
Author(s):  
Panagiotis V. Kloutsiniotis ◽  
Dimitrios M. Mihail
Keyword(s):  
Service Quality ◽  
High Performance ◽  
Banking Sector ◽  
Employee Attitudes ◽  
Equation Modeling ◽  
Employee Outcomes ◽  
Content Type ◽  
The Relationship ◽  
Moderating Role

PurposeThe purpose of this paper is to focus on the Greek banking sector and examine the indirect effects of high-performance work systems (HPWS) on service quality. Specifically, this study examines the effects of employees’ perceptions of HPWS on their trust toward their managers, as well as on service quality, through the mediating role of employee outcomes (measured by job satisfaction and affective commitment). In addition, trust is also tested for its role as a potential mediator and moderator in the relationship between HPWS and employee outcomes.Design/methodology/approachPartial least squares structural equation modeling was used on a sample of 350 front-line employees working in the Greek banking sector.FindingsThe findings showed that employee outcomes mediated the relationship between HPWS and service quality. On the other hand, although trust mediated the relationship between HPWS and employee outcomes, no support was found for its moderating effect. Finally, although not included in the initial analysis, trust was found to play a mediating and moderating role in the relationship between HPWS and service quality.Practical implicationsThis study highlights the vital role that a “trusting” work environment has to play on employee attitudes and outcomes. As this study shows, the positive employee behaviors along with their willingness to accept and support organizational goals influence their level of productivity.Originality/valueThis study sheds lights on the mediating and moderating role of trust in the relationship between HPWS, employee outcomes, and service quality. Finally, implications are drawn for organizations, managers, and practitioners.

Applying Service Quality Metrics for E–Urban Governance

2014 ◽  
pp. 232-266
Author(s):  
Anurag Kumar Srivastava
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Urban Governance ◽  
Local Governance ◽  
Quality Parameters ◽  
History Of ◽  
Interactional Processes ◽  
Urban Institutions ◽  
Elected Representatives

The local government constitutes the core area of governance with which most of the citizens remain connected. In India the institution of local governance has a long history of existence, but it is interesting to see how these institutions can continue to deliver qualitative services when the problems have added up multifold. The ephemeral tendencies and myopic vision of authorities and elected representatives coupled with public apathy and disillusionment has further deteriorated the interactional processes among the stakeholders and has affected the service delivery outcomes. This chapter explores this crucial underpinning and throws a light on the intricacies of municipal governance by analyzing the role of e-Governance in the municipal service delivery. The empirical data collected is analyzed to see the dependency between the variables. Even though the results are obtained from the moderate sample limited to Lucknow, results predict certain trends having larger applicability, especially in the developing countries. The chapter analyses the application of service quality parameters with the help of e- governance in urban institutions.

The role of customer readiness and participation in non-technology-based service delivery

2018 ◽  
Vol 35 (6) ◽  
pp. 588-600 ◽  
Author(s):  
Atieh Poushneh ◽  
Arturo Z. Vasquez-Parraga
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Sample Size ◽  
Customer Participation ◽  
Content Type ◽  
Perceived Service Quality ◽  
Willingness To Recommend ◽  
The Impact

PurposeThis study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?Design/methodology/approachUsing a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.FindingsThe results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.Research limitations/implicationsSome limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.Practical implicationsEffective customer participation in service delivery can, and should, benefit from boosting customer readiness.Originality/valueThis research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.

A Response Evocation Program for /ɝ/

1975 ◽  
Vol 40 (1) ◽  
pp. 92-105 ◽  
Author(s):  
Lawrence D. Shriberg
Keyword(s):  
Service Delivery ◽  
Motor Skills ◽  
Task Analysis ◽  
Professional Issues ◽  
Clinical Experiences ◽  
Program Outcomes ◽  
Program Step ◽  
Skills Learning ◽  
Learning Principles

A response evocation program, some principles underlying its development and administration, and a review of some clinical experiences with the program are presented. Sixty-five children with developmental articulation errors of the /ɝ/ phoneme were administered the program by one of 19 clinicians. Approximately 70% of program administrations resulted in a child emitting a good /ɝ/ within six minutes. Approximately 10% of children who were given additional training on program step failures emitted good /ɝ/'s in subsequent sessions. These preliminary observations are discussed in relation to the role of task analysis and motor skills learning principles in response evocation, clinician influences in program outcomes, and professional issues in service delivery to children with developmental articulation errors.

FAITH–BASED COMMUNITIES AND POLITICS IN DULLSTROOM-EMNOTWENI: LOCAL STORIES OF IDENTITY

2016 ◽  
Vol 1 (1) ◽  
pp. 45-57 ◽  
Author(s):  
Christina Landman
Keyword(s):  
Higher Education ◽  
Service Delivery ◽  
Special Focus ◽  
Traditional Role ◽  
Cultural Conflicts ◽  
Local Identities ◽  
Political Interests ◽  
Local Municipality ◽  
The Face

A majority of the black community of Dullstroom-Emnotweni in the Mpumalanga highveld in the east of South Africa trace their descent back to the southern Ndebele of the so-called ‘Mapoch Gronden’, who lost their land in the 1880s to become farm workers on their own land. A hundred years later, in 1980, descendants of the ‘Mapoggers’ settled in the newly built ‘township’ of Dullstroom, called Sakhelwe, finding jobs on the railways or as domestic workers. Oral interviews with the inhabitants of Sakhelwe – a name eventually abandoned in favour of Dullstroom- Emnotweni – testify to histories of transition from landowner to farmworker to unskilled labourer. The stories also highlight cultural conflicts between people of Ndebele, Pedi and Swazi descent and the influence of decades of subordination on local identities. Research projects conducted in this and the wider area of the eMakhazeni Local Municipality reveal the struggle to maintain religious, gender and youth identities in the face of competing political interests. Service delivery, higher education, space for women and the role of faith-based organisations in particular seem to be sites of contestation. Churches and their role in development and transformation, where they compete with political parties and state institutions, are the special focus of this study. They attempt to remain free from party politics, but are nevertheless co-opted into contra-culturing the lack of service delivery, poor standards of higher education and inadequate space for women, which are outside their traditional role of sustaining an oppressed community.

Sign in / Sign up

Export Citation Format

Share Document