scholarly journals ANALISIS KUALITAS PELAYANAN PENYEDIAAN AIR BERSIH DI UPT AM KOTA METRO

2019 ◽  
Vol 3 (2) ◽  
pp. 91-102
Author(s):  
Oriza Agustin
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Water Distribution ◽  
Research Result ◽  
Quality Criteria ◽  
Regional Government ◽  
Social Mission ◽  
Completion Process ◽  
Table Data

Basically the implementation unit of a regional government such as UPT (Unit Pelaksana Teknis/TechnicalImplementation Unit) is assigned a social mission. However, based on observation both in the field and in UPTAir Minum in Metro City, as well as the society as the customers, the following problems are found: the lowquality and quantity of clean water supply, and limitation to the continuity of water distribution. Theimplementation of public service is still interfered by ineffective and inefficient governmental system, as well asincompetent human resources. It can be seen from the society's prevailing dissatisfaction and complaint, bothdirectly and indirectly expressed through mass media. The causes are ineffective procedure, no assurance of timein completion process and in cost, unclear requirements, and unresponsive officials, leading to negative image ofthe government. To overcome those conditions, improvement is highly requeired in public service sustainabilityin order to establish a qualified public service. The objective of this study is to understand service quality of UPTAir Minum of Metro City to their customers. Basically, quality implies similar purpose in determining servicequality, to be specific. The scope of this study is the service quality of UPT Air Minum of Metro City which isfocused on water serving. By using qualitative descriptive method with a single table, data is collected usingtriangulation technique (observation, interview and documentation). The informants are 15 interviewers and 70questionnaires informants from the total of 1544 customers. From the research result using interview, observationand documentation, it is found that the service quality of UPT Air Minum of Metro City which is described interms of product and tangibility, responsiveness, empathy, reliability, assurance may be assumed as qualified. It issupported by single table; Tangible 61.43%, Reliability 72.86%, Responsiveness 90.00%, Assurance 76.79%,Empathy 87.14%. Based on the whole service quality criteria above, it can be concluded that service quality inUPT Air Minum of Metro City is definitely qualified. Thus, the researcher implies that UPT Air Minum of MetroCity needs evaluation and that related Department to provide better response to those.

PERBANDINGAN KUALITAS PELAYANAN ANTARA PERPUSTAKAAN PROVINSI KEPRI DENGAN KOTA TANJUNG PINANG

2017 ◽  
Vol 2 (3) ◽  
pp. 288
Author(s):  
Dimas Satriadi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Methods ◽  
Quality Service ◽  
Data Collecting ◽  
Service Institution ◽  
Better Than

<p><em>The quality of public service is an important and it must have bye the each public service institution. Includes the library as a public service institution giving service for the all visitors. This research aims to know the comparisation of Kepri Province Libraries quality service  and Tanjungpinang City Libraries quality service. The method used in this research is quantitative methods with questionnaire to 40 responden as samples. This questionnaire as an data collecting instruments. These results indicate the quality of two libraries is good. But, if they compared the service quality of  Province Kepri  Libraries is better than  Tanjungpinang City Libraries. This look from average scored  results is 152,61 points  for Kepri Province Libraries, and 150,66 points for Tanjungpinang City Libraries, in the good categories</em></p><p>Kualitas pelayanan publik merupakan hal yang penting dan harus dimiliki oleh masing-masing lembaga pelayanan publik. Termasuk perpustakaan sebagai lembaga pelayanan publik yang memberikan pelayanan kepada semua pengunjung. Penelitian ini bertujuan untuk mengetahui perbandingan kualitas layanan Perpustakaan Provinsi Kepri dan kualitas pelayanan Perpustakaan Kota Tanjungpinang. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan 40 responden sebagai sampel. Kuesioner ini sebagai alat pengumpul data. Hasil penelitian ini menunjukkan kualitas kedua perpustakaan suda bagus. Tapi jika dibandingkan kualitas pelayanan Perpustakaan Provinsi Kepri lebih baik dari pada Perpustakaan Kota Tanjungpinang. Hasil dari hasil rata-rata ini adalah 152,61 poin untuk Perpustakaan Kepri Province, dan 150,66 poin untuk Perpustakaan Kota Tanjungpinang, dalam kategori baik.</p><p><em><br /></em></p>

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.

scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

scholarly journals SISTEM INFORMASI GEOGRAFIS PEMETAAN BENCANA ALAM KOTA BREBES MENGGUNAKAN METODE EXTREME PROGRAMMING

2019 ◽  
Vol 15 (1) ◽  
pp. 77-84
Author(s):  
Warjiyono Warjiyono ◽  
Sopian Aji ◽  
Tri Indah Permesti
Keyword(s):  
Disaster Management ◽  
Public Service ◽  
Service Providers ◽  
Extreme Programming ◽  
Regional Government ◽  
Web Based ◽  
Administrative Services ◽  
Management Agency ◽  
Efficiency And Effectiveness

Public service is an activity of service for every citizen and resident for goods, services, and / or administrative services provided by public service providers, namely the Regional Disaster Management Agency (BPBD) of Brebes Regency. The quality of public services must have the principle of openness or transparency, easily accessible, accountability and cling to the principles of efficiency and effectiveness. But in fact the current information and reporting of disasters is still conventional. This study aims to reflect and build a Web-Based Disaster Geographic Information System using Extreme Programming method. The research method uses qualitative methods with descriptive data analysis techniques. Data obtained by observation and interviews. The benefit of this application is to improve services to the Brebes Regional Disaster Management Agency also useful for internal from the Implementing Party or Admin who can manage Disaster Area data online, accurately, and quickly. As well as greatly helping the community to obtain maps of information on disaster-prone areas, the latest disaster information and the community can report directly on disaster events so that the Regional Government can directly handle the disaster.

scholarly journals Kepemimpinan dalam Peningkatan Kualitas Pelayanan Publik di Daerah

2021 ◽  
Vol 21 (3) ◽  
pp. 1385
Author(s):  
Susilawati Susilawati ◽  
Eljawati Eljawati ◽  
Gradiana Tefa ◽  
Siti Nuraisyah Suwanda ◽  
Dadang Suwanda
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Human Life ◽  
Elementary Problem ◽  
Descriptive Approach

Garbage as a elementary problem of human life in forward territory, raises the handling urgency through providing performance of public service in hygine which is the success depends on leadership of a leader. This research uses quantitative methods with descriptive approach. Determination of research sample through multistages random sampling method and formulating them into Slovin formula. Research results show that the measurement of service quality in hygiene in the Jatinangor District Sumedang Regency is 65.30% or 3918 with good predicate. Measurement of Head of Subdistrict’s leadership in Jatinangor Subdistrict Sumedang Regency is 65.30% or 3918 with good predicate. As well as there is assosiation of Head of Subdistrict’s leadership towards service quality of hygiene in managing waste at the Jatinangor District with τ = np-nn/C(n,2) = 0.56.

scholarly journals Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang

2019 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Irene Sinta Silalahi ◽  
Johny R. E. Tampi ◽  
Aneke Y. Punuindoong
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Public Service ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Community Satisfaction ◽  
Service Unit ◽  
City Community ◽  
Service Standards

This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25 of 2009 concerning the standard of public service, the standard of service that has been determined by the service unit, working to serve every citizen and resident to fulfill their rights is not the need for basic needs within the framework of service. Pharmacy units the importance of the service of medicines in community satisfaction can be measured by a predetermined standard, namely, service satisfaction for the services of the Syalom Pharmacy in Amurang in terms of service requirements, product quality, price, service quality, emotional, cost. From the 5 service standards there are results that state that they are not satisfied with the quality of service, product quality emotionally satisfied to eat a short service time, customer fees or rates according to and satisfied with service, price and cost, product quality, Syalom pharmacy Amurang field observation.

scholarly journals THE INFLUENCE OF MARKETING PUBLIC RELATION AND SERVICE QUALITY ON CORPORATE IMAGE THROUGH PUBLIC OPINION: STUDIES AT MANDIRI BANK

ETIKONOMI ◽  
2013 ◽  
Vol 12 (2) ◽  
Author(s):  
Vera Suciyati
Keyword(s):  
Public Opinion ◽  
Service Quality ◽  
Significant Influence ◽  
Sampling Method ◽  
Research Result ◽  
Corporate Image ◽  
Public Relation ◽  
Structure Equation ◽  
Convenience Sampling

This research aims to analyze the influence of marketing public relation and service quality at Bank Mandiri on corporate image through public. Convenience sampling method has been selected in order to obtain the data in this study. The analysis method that used was the path analysis. The research result had shown that: marketing public relation and service quality have significant influence simultaneously and partially on public opinion on the first structure equation. The second structure equation shows that: marketing public relation, service quality had significant influence simultaneously on corporate image. The service quality have not partially the quality of service have not influence significant partially on corporate, but variable marketing and public relation have  partially influential public opinion influence significant partially on corporate image.DOI: 10.15408/etk.v12i2.1916

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN KOBER MIE SETAN DI SURABAYA

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Achmad Effendy ◽  
Annisa Putriyana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Multiple Linear Regression Model ◽  
Multiple Correlation Coefficient ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The problems of this study are partial and simultaneous Is factors of service quality dimensions that include tangibles, reliability, responsiveness, assurance and empathy have a significant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? And which variables are the most dominant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? Based on the research results, obtained the following regression equation: Y = 4.170 + 0.249 + 0.008 X1 + 0.346 X2 + 0,115 X3 X5 + X4 + 0.123 EThe results showed that there was a significant effect of the variable quality of services that include tangibles, reliability, responsiveness, assurance, and empathy towards customer satisfaction, it is proved by the test value F where significant value of 0.000. The research result t test showed there are three variables were not significant and the other two significant. Of the acquisition value equation of multiple linear regression model all variables showed a positive coefficient that shows the influence of service quality to customer satisfaction. Keofisien of determination of 0.377, which means that 37.7% variable tangibles, reliability, responsiveness, assurance, and empathy affect customer satisfaction, while 62.3% is influenced by other variables not studied like promotions and product quality. Based on the results of the Multiple Correlation Coefficient unknown value R of 0.614, indicating that the proportion of the relationship between tangibles, reliability, responsiveness, assurance, and empathy to customer satisfaction is very strong and positive at 61.4% and the remaining 38.6% influenced by unobserved variables the results showed that the variable responsiveness is the dominant variable with a beta value of 0.344.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction.

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 Pelaksanaan Jaring Aspirasi Sebagai Komunikasi Publik Pemerintah Daerah Kabupaten Kulon Progo

2019 ◽  
Vol 4 (1) ◽  
pp. 1-16
Author(s):  
Bawa Supratman ◽  
Fatah Nashir ◽  
Ahmad Syafi'i Rahman ◽  
Zainul Arifin ◽  
Cipto Sembodo
Keyword(s):  
Public Service ◽  
Public Information ◽  
Regional Government ◽  
Face Model ◽  
Face To Face ◽  
The People ◽  
The Face ◽  
Data Validity ◽  
Legal Sociology

Jaring Aspirasi is a liaison between the people and the local government leaders of Kulonprogo Regency. With the face-to-face model with a regent every Thursday, it is hoped that public information will be absorbed immediately to solve problems as soon as possible. This legal sociology study is intended to find out how the process works. then the research was conducted by means of observation, documentation and interviews. Triangulation was also carried out to obtain data validity as expected. Qualitative analysis is analytical descriptive of the results of the collected data. The information and public complaints in the seminar department are resolved in four categories depending on the quality of the information. This pattern satisfies members of the community and makes them realize that information cannot always be resolved at one time, especially in matters requiring disposition with other institutions. Kamispaginan as a form of public service is a form of joint deliberation between the regional government and the community which should be continued with increased socialization so that community participation will also increase.

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