scholarly journals CUSTOMER SATISFACTION FROM PUBLIC SERVICE OBLIGATION (PSO) ROUTES: THESSALONIKI AS A CASE STUDY

2017 ◽  
Vol 3 (2) ◽  
pp. 23-37 ◽  
Author(s):  
Andreas Papatheodorou ◽  
Foteini Koura
Keyword(s):  
Customer Satisfaction ◽  
Public Service ◽  
Marketing Research ◽  
Economic Recession ◽  
Primary Data ◽  
Marketing Plan ◽  
The Public ◽  
Key Stakeholders ◽  
The Government

Ten years after the implementation of the Public Service Obligations (PSO) scheme in Greece, the mechanism has not led to the desired results. Among others, the state has imposed PSOs onto a number of routes that are either of questionable social value or which could prove financially self-sustainable without the need for a PSO after appropriate consultation with key stakeholders. In this context, and given the dearth of resources during a period of severe economic recession, it is necessary for the government to reconsider the structure of the PSO programme and adjust it to the new reality in Greece. In fact, as a first step towards this direction, the present paper seeks to gather all necessary information using the tools of marketing research, to study customer satisfaction and fulfilment of passenger needs on the PSO routes from/to Thessaloniki, the second largest city in Greece. Based on the results of primary data research, the paper aims at contributing to the effective communication of the value of the PSO routes to the passengers and set the fundamentals for a subsequent undertaking of a full marketing plan on how to render such routes financially viable.

scholarly journals IMPLEMENTASI GOOD GOVERNANCE SEBAGAI UPAYA PENCEGAHAN PENYAKIT BIROKRASI DALAM PELAYANAN PUBLIK (STUDI KASUS KASUS PELAYANAN ADMINISTRASI KEPENDUDUKAN DI KANTOR KECAMATAN MEDAN HELVETIA

2021 ◽  
Vol 29 (2) ◽  
pp. 24
Author(s):  
Pangeran Teguh Anugrah ◽  
Abdul Kadir ◽  
Pin Pin
Keyword(s):  
Human Resources ◽  
Public Service ◽  
Public Services ◽  
Good Governance ◽  
Secondary Data ◽  
Primary Data ◽  
Organizational Relationships ◽  
Public Servants ◽  
The Public ◽  
The Government

District is part of the government organization that is closest to dealing directly with the community and spearheading the success of regional development, especially in Medan, where the District will be seen directly in planning and controlling development and services, and a reflection of good governance in Medan. The objectives of this study are as follows: (i) to describe the Good Governance implementation in the District, especially in the District of Medan Helvetia, (ii) to analyze the factors that support and inhibit the implementation in the District, especially in the District of Medan Helvetia.The form of descriptive research using a qualitative approach, this research was conducted in the District of Medan Helvetia. The informants consisted of key informants, namely the Head of District and their apparatus as many as 4 people who were determined purposively and the Main informant namely the community who were taken accidentally as many as 20 people at the time of the study. Primary data comes from interviews and secondary data from literature studies and other written documents. After the data and information needed has been collected, the researcher then sifts through the data and information into the research indicators that have been determined. After the data and information are grouped, the researcher then presents the data and analyzes the data qualitatively.Research Results: The good governance implementation in Medan Helvetia District Office refers to the Decree of the District of Medan Helvetia number 138/19-17/SK-MH/IX/2015 on Standard Operating Procedures (SOP) in Medan Helvetia District Environment. In general, the implementation analysis as follows: (i) Standards and Policy Objectives: public servants have attempted to achieve the public service goals they have set, (ii) Resources: human resources and support resources or facilities, researchers see still shortcomings, (iii) Inter-Organizational Relations: inter-organizational relationships implemented in Medan Helvetia  District are good, (iv) Characteristics of the Implementing Agent: the characteristics of the existing implementing agent can already be applied by the implementor of public services in both the public service in Medan Helvetia district, (v) Social, Political, and Economic Conditions: on the variable social, economic and political conditions, the implementors of public services in providing public services do not discriminate between each other, (vi) Implementor Disposition: the attitude given by the implementor of public services is friendly and courteous when providing public services. Supporting factors are cooperation with stakeholders, commitment of the head district (Camat), and the economic potential of the region and opportunities of private CSR, while the Inhibitor Factors are Lack of community participation, lack of human resources apparatus, lack of funds and some damaged road and drainage infrastructure.

scholarly journals Money Politic vs Political Marketing (Case Study: Legislative Election of the Pringsewu District Legislative Council Members for the 2019-2024 Period)

2020 ◽  
Vol 12 (2) ◽  
pp. 125-136
Author(s):  
Bernadhita H. S. Utami ◽  
Dwi Herinanto ◽  
Miswan Gumanti ◽  
Bambang Purwanto
Keyword(s):  
Presidential Elections ◽  
Primary Data ◽  
Political Marketing ◽  
Legislative Elections ◽  
Legislative Council ◽  
The Public ◽  
Political Obligations ◽  
The Government ◽  
Democratic Parties

The meaning of "sovereignty is in the hands of people" namely that people have sovereignty, responsibilities, rights, and participatory political obligations to democratically elect a leader who can form a government to take care of and serve all levels of society, as well as electing people's representatives to oversee the running of the government. However, the phenomena that occur are democratic parties, presidential elections, elections, and legislative elections are always colored by systemic money politics. This research using the quantitative method. Primary data were obtained by survey. The writer then describes the public opinion about the Pringsewu District Legislative Council Members' election for the 2019-2024 period on political marketing and money politics. The results showed that 40.37% of voters gave support to legislative candidates for reasons of money.

scholarly journals Inovasi Dialogis: Menuju Transformasi Pelayanan Publik Yang Partisipatif (Kajian Sistem Pelayanan Malang Online)

2020 ◽  
Vol 4 (1) ◽  
pp. 115
Author(s):  
Krishno Hadi ◽  
Listiana Asworo ◽  
Iradhad Taqwa
Keyword(s):  
Public Service ◽  
Service System ◽  
Logical Consequence ◽  
Open Government ◽  
Bottom Up ◽  
The Public ◽  
Depth Interview ◽  
The Government ◽  
The Village

This article highlights the importance of a dialogic relationship between government and society in the effort to build more participatory service system innovations. The idea of dialogic innovation itself arises as a logical consequence of the open government system, which replaces outdated service practices. This new idea emphasizes accountability, transparency and participation from the community as the spirit of the public service system. Thus, public service innovation is produced by absorbing bottom-up innovation. This research uses a qualitative approach with a case study model. Data collected through observation, depth interviews and documentation. The results of this study indicate that the Malang Online Service System (SINGO) implemented in the village of Sawojajar, Malang is evidence of the success of dialogic innovation between the community and the government. The android application-based public service system was conceived and created by the Sawojajar community itself, supported by the local government. SINGO’s innovations have succeeded in becoming champions and pioneers for other villages. This shows that dialogical and participatory public services have succeeded in changing the old pathological bureaucratic paradigm into emancipation. Artikel ini menyoroti pentingnya relasi dialogis antara pemerintah dengan masyarakat dalam upaya membangun inovasi sistem layanan yang lebih partisipatif. Gagasan inovasi dialogis sendiri muncul sebagai konsekuensi logis dari sistem open government, yang menggantikan praktik pelayanan yang telah usang. Ide baru ini menitikberatkan pada akuntabilitas, transparansi serta partisipasi dari masyarakat sebagai ruh dari sistem pelayanan publik. Sehingga, inovasi pelayanan publik dihasilkan dengan cara menyerap aspirasi dari bawah (bottom-up innovation). Penelitian ini menggunakan pendekatan kualitatif dengan model studi kasus. Data dikumpulkan melalui observasi, depth interview dan dokumentasi. Hasil penelitian ini menunjukan bahwa Sistem Pelayanan Malang Online (SINGO) yang diterapkan di kelurahan Sawojajar, Malang merupakan bukti dari keberhasilan inovasi dialogis antara masyarakat dengan pemerintah. Sistem pelayanan publik berbasis aplikasi android digagas dan diciptakan oleh masyarakat Sawojajar sendiri, didukung oleh pemerintah setempat. Inovasi SINGO sendiri berhasil menjadi juara sekaligus pionir bagi kelurahan lainnya. Hal ini menunjukkan bahwa pelayanan publik yang dialogis dan partisipatif berhasil mengubah paradigma birokrasi lama yang patologis menjadi emansipatif.

scholarly journals DESKRIPSI TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN DI SATUAN PENYELENGGARA ADMINISTRASI SURAT IZIN MENGEMUDI KEPOLISIAN RESOR KOTA MANADO MENGGUNAKAN REGRESI LOGISTIK ORDINAL

2017 ◽  
Vol 17 (2) ◽  
pp. 100
Author(s):  
Valdy Prasetyo Biri ◽  
Charles Mongi ◽  
Mans Mananohas
Keyword(s):  
Logistic Regression ◽  
Public Service ◽  
Ordinal Logistic Regression ◽  
Primary Data ◽  
The Public ◽  
The People ◽  
Driver's License ◽  
The Government ◽  
Broad Aspect ◽  
City Police

DESKRIPSI TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN DI SATUAN PENYELENGGARA ADMINISTRASI SURAT IZIN MENGEMUDI KEPOLISIAN RESOR KOTA MANADO MENGGUNAKAN REGRESI LOGISTIK ORDINALABSTRAKPelayanan publik pada dasarnya berkaitan dengan aspek kehidupan yang sangat luas. Dalam kehidupan bernegara, pemerintah memiliki fungsi untuk memberikan berbagai pelayanan publik yang sebaik-baiknya untuk memenuhi kebutuhan masyarakat. Polri yang merupakan salah satu bagian pemerintah yang bertugas memberikan pelayanan kepada masyarakat terlebih khusus dalam hal pengurusan dan penerbitan surat izin mengemudi. Penelitian ini bertujuan untuk mendeskripsikan tingkat kepuasan masyarakat terhadap pelayanan di Satpas Polresta Manado dan menentukan variabel yang berpengaruh signifikan. Penelitian dilakukan di Satpas Polresta Manado dan beberapa tempat, seperti Yayasan Don Bosco Manado dan Universitas Sam Ratulangi Manado selama 5 bulan sejak Februari sampai Juli 2017. Data yang digunakan adalah data primer yang diperoleh melalui kuisioner yang dibagikan kepada responden. Dengan menggunakan regresi logistik ordinal diperoleh bahwa sebesar 86% masyarakat puas terhadap kinerja Polri. Variabel yang berpengaruh signifikan adalah cara pelayanan yang ramah dan sopan, informasi dalam mengisi formulir, serta fasilitas yang disediakan.Kata kunci: regresi logistik ordinal, surat izin mengemudi, dan pelayanan publik DESCRIPTION OF SATISFACTION LEVEL OF THE COMMUNITY ON SERVICE AT ADMINISTRATION UNIT DRIVING LICENSE OF MANADO CITY POLICE USING ORDINAL LOGISTIC REGRESSION ABSTRACTPublic service is basically related to a very broad aspect of life. In the life of the state, the government has a function to provide the best public services to meet the needs of the community. Polri which is one part of the government in charge of providing services to the public, especially in terms of the management and issuance of driver’s license. This study aims to describe the level of public satisfaction of service in Satpas Polresta Manado and determine the variables that have significant effect. The research was conducted at Satpas Polresta Manado and several place such as Don Bosco Manado Foundation and Sam Ratulangi University Manado for 5 month from February to July 2017. The data used are primary data obtained through questionnaires distributed through respondents. By using ordinal logistic regression, 86% of the people are satisfied with the performance of the Polri. The variables that have a significant influence is the way the service friendly and polite, the information in filling out the form, as well as the facilities provided. Keywords: ordinal logistic regression, driver’s license , and public service

scholarly journals Policy Strategies to Revive Rural Land in Peri-Metropolitan Towns: Resource Identification, Capitalization, and Financialization

Land ◽  
2021 ◽  
Vol 10 (2) ◽  
pp. 132
Author(s):  
Wei Li ◽  
Zhanwei Zhang ◽  
Yang Zhou
Keyword(s):  
Rural Areas ◽  
Master Planning ◽  
Leading Role ◽  
Multifunctional Land Use ◽  
Key Stakeholders ◽  
Resource Identification ◽  
The Government ◽  
Interpretative Approach ◽  
The Town

Previous planning for rural revival in towns has emphasized construction and government-led policies. However, we argue that the dilemmas of peri-metropolitan rural areas, such as Desakota in China, are far more complex faced with rural super village and hollowed village transformations. Rural revival planning needs to coordinate with the development of urbanized and rural areas towards multifunctional goals and plans as a whole. Therefore, we selected the town master plan of Lijia, a typical peri-metropolitan village in China, as a case study. Through a historical–interpretative approach involving analysis of planning policies, questionnaires, and in-depth interviews with the key stakeholders involved, we structured the process and mechanism of rural revival in Lijia into three phases: resource identification, capitalization, and financialization. In different phases, different stakeholders adopt different roles. The government takes a leading role in resource identification and capitalization, while firms take a leading role in the process of financialization. “Market-dominant and government-guided” planning stimulates villagers to participate in rural revival. We highlight the importance of multifunctional land-use in terms of rural revival in the master planning of peri-metropolitan villages and provide a practical reference for uniting multiple stakeholders, including governments, firms, and villagers.

scholarly journals Enabling Knowledge Sharing within e-Government Back-Office through Ontological Engineering

2007 ◽  
Vol 2 (1) ◽  
pp. 33-48
Author(s):  
Graciela Brusa ◽  
María Laura Caliusco ◽  
Omar Chiotti
Keyword(s):  
Organizational Innovation ◽  
Santa Fe ◽  
Ontological Engineering ◽  
The Public ◽  
Software Applications ◽  
Process Characteristics ◽  
Main Requirement ◽  
The Government ◽  
Back Office

Nowadays, organizational innovation constitutes the government challenges for providing better and more efficient services to citizens, enterprises or other public offices. E–government seems to be an excellent opportunity to work on this way. The applications that support front-end services delivered to users have to access information systems of multiple government areas. This is a significant problem for e-government back-office since multiple platforms and technologies coexist. Moreover, in the back-office there is a great volume of data that is implicit in the software applications that support administration activities. In this context, the main requirement is to make available the data managed in the back-office for the e-government users in a fast and precise way, without misunderstanding. To this aim, it is necessary to provide an infrastructure that make explicit the knowledge stored in different government areas and deliver this knowledge to the users. This paper presents an approach on how ontological engineering techniques can be applied to solving the problems of content discovery, aggregation, and sharing in the e-government back-office. This approach is constituted by a specific process to develop an ontology in the public sector and an ontology-based architecture. In order to present the process characteristics, a case study applied to a local government domain is analyzed. This domain is the budget and financial information of Santa Fe Province (Argentine).

Public service motivation and organizational performance in Chinese provincial governments

2016 ◽  
Vol 10 (4) ◽  
pp. 770-786 ◽  
Author(s):  
Chunkui Zhu ◽  
Chen Wu
Keyword(s):  
Organizational Performance ◽  
Public Service ◽  
Public Service Motivation ◽  
Provincial Government ◽  
Civil Servants ◽  
Hunan Province ◽  
Government Employees ◽  
Content Type ◽  
The Public ◽  
The Government

Purpose This paper aims to examine different hypotheses concerning the effects of public service motivation (PSM) and other attitudinal or institutional dimensions on organizational performance (OP). Specifically, based on the experience of Chinese provincial governments, this study provides new evidence about how PSM may affect OP. Design/methodology/approach This study collected data from a survey of different provincial government departments in Sichuan Province, Hubei Province, Hunan Province and Chongqing Municipality in 2011. Using data from 761 respondents, Pearson correlation analysis and regression analysis were used to explore the relationships between related factors. Findings PSM, job satisfaction, affective commitment and job involvement have statistically significant effects on OP, and these results are consistent with the findings of previous researches that PSM positively affected OP at a significant level. The results suggest that, if civil servants have a strong PSM, the performance of their organizations will be high. Research limitations/implications Future research should look for additional factors that affect OP, comparing employees’ perceptions of an organization’s performance with objective data to determine whether, and to what degree, subjective measures of performance are valid measures of OP in the public sector. Practical implications In the process of improving government performance, it is significant to give attention to the government employees’ mentality. The government training and promotion system should encourage civil servants to care about the public interest. A more flattened organization should be considered as part of the next steps in government reform, and more opportunities should be provided to involve more government employees in policy making. Originality/value This study helps to clarify the effects of individual factors of PSM on OP in China in a tightly controlled bureaucratic environment, where related data are hardly accessible.

Pengaruh Sistem Pengendalian Internal Pemerintah Terhadap Kinerja Pemerintah Daerah

2021 ◽  
Vol 2 (2) ◽  
pp. 100-109
Author(s):  
Mattoasi Mattoasi ◽  
Didiet Pratama Musue ◽  
Yaman Rauf
Keyword(s):  
Control System ◽  
Internal Control ◽  
Local Governments ◽  
Quantitative Research ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Internal Control System ◽  
The Government

PThis study aims to determine the effect of the internal control system on the performance of local government Case Study in Gorontalo Regency. This study uses quantitative research methods, and the data sources use primary data obtained from questionnaires distributed to respondents. Meanwhile, the data analysis used in this research is descriptive quantitative analysis using statistical t-test and coefficient of determination test (ajusted R-Square). The results showed that the internal control system had a positive effect on the performance of local governments with a determinant value of 48.7%. The result of this study contribute to the government to establish and implement a more effectives Internal Constrol Systems (ICS).  

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