community satisfaction
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2021 ◽  
Vol 14 (02) ◽  
pp. 307-327
Author(s):  
Slamet Hariyanto ◽  
Khoirul Yahya

ABSTRAK             Sebagai suatu lembaga layanan publik bagi masyarakat umum, Kantor Desa Tanggaran dituntut untuk memberikan layanannya yg sesuai dengan harapan masyarakatnya sebagai penerima layanannya. Maka dari itu dari pihak Kantor Desa wajib menjaga kepercayaan & kepuasan yang diberikan masyarakarat untuk terus meningkatkan mutu jaminan layanan. Penelitian ini bertujuan untuk mengetahui & juga menganalisa nilai kepuasan masyarakatnya terhitung nilai pada unit layanan administrasi di Kantor Desa Tanggaran. Selain itu juga untuk mengetahui faktor pendukung & faktor penghambat pada nilai kepuasan semua masyarakatnya terhitung layanannya publik di kantor desa tanggaran kecamatan Pule kabupaten Trenggalek. Metode yang digunakan penulisan penelitian ini adalah deskriptif dengan menggunakan analisa kualitatif. Lokasi dari penelitian ini  pada kantor desa Tenggaran kecamatan Pule Kab. Trenggalek. Data primer penelitian ini yaitu berupa hasil angket online maupun dari hasil wawancara kepada masyarakatnya yg mendapatkan layanannya publik di kantor desa Tenggaran kecamatan Pule kabupaten Trenggalek. Data sekunder berupa kumpulan laporan, buku, & juga catatan yg berkaitan erat dengan pelaksanaan penelitian. Teknik pengumpulan data yg digunakan dalam penelitian ini adalah hasil dari kuesioner online, wawancara, & dokumentasi. Kata Kunci :     Mutu jaminan layanan, Kepuasan Masyarakat, layanan Publik, Desa Tanggaran Kecamatan Pule Kabupaten Trenggalek     ABSTRACT             As a public service agency for the general public, Desa Tanggaran Office is required to provide services that are in accor&ce with community expectations. Therefore, the Village Office must maintain the trust  and satisfaction of the community by improving the quality of its services. The purpose of this study was to determine and analyze the level of community satisfaction with administrative services at the Tanggaran Office and to determine the supporting and inhibiting factors of community satisfaction with public services at the Desa Tanggaran Office, Kecamatan Pule, Kabupaten Trenggalek.             The research method used in this research is descriptive with qualitative analysis, the location of this research is at the Desa Tanggaran Office, Kecamatan Pule, Kabupaten Trenggalek. The primary data in this study were the results of filling out online questionnaires and interviews with people who received public services at the Desa Tanggaran Office, Kecamatan Pule, Kabupaten Trenggalek. Secondary data in the form of reports, books, or notes that are closely related to research. Data collection techniques used in this study were online questionnaires, interviews, and documentation. Keywords: Service Quality, Community Satisfaction, Public Service, Desa Tanggaran Kecamatan Pule Kabupaten Trenggalek


Author(s):  
Wilis Fahlefi

The purpose of this study was to determine the effect of the quality of public services on community satisfaction in the field of labor placement services at the Manpower and Transmigration Office of Bantul Regency, Special Region of Yogyakarta. Sampling in this population uses a non-probability sampling technique with the type of accidental sampling. The population of people who visited the Manpower and Transmigration Office of Bantul Regency, D.I.Yogyakarta, was 50. The sample taken was 44. Data was collected by distributing questionnaires to respondents. The collection technique using SPSS.17. Based on the results of the study, it was stated that the Public Service Quality variable had a positive and significant effect on community satisfaction, having a significant value of 0.000 less than 0.05


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Travis K. Huang ◽  
Yi-Ting Wang ◽  
Kuan-Yu Lin

Purpose This study aims to examine members’ perceptions of interactivity in brand communities on social networking sites in the Super Basketball League (SBL) context in Taiwan. Design/methodology/approach The proposed model was empirically evaluated using survey data collected from 332 followers of the SBL teams’ Facebook pages on their perceptions of brand communities. Structural equation modeling was used to examine the relationships in the research model. Findings The results suggest significant relationships between perceived interactivity and community benefits, including special treatment, social influence, sense of membership and the notion that community satisfaction has a strong and positive effect on brand loyalty. Both social influence and a sense of membership positively affect community satisfaction. However, special treatment negatively affects community satisfaction. Perceived interactivity positively affects a sense of membership and social influence, which, in turn, positively affect community satisfaction. Originality/value This study examines the effects of members’ perceived interactivity and community benefits. The results significantly advance the understanding of the antecedents of members’ loyalty to specific brands. The study offers insights into practical ways of improving community satisfaction and brand loyalty by running brand communities on social networking sites. The findings also augment the theory of brand management.


Author(s):  
Della Dwi Ayu ◽  
Fajar Ariyanti

One of the SDGs targets in achieving UHC is increasing access to quality essential health services. Puskesmas is the front line in providing essential health services in the community. However, several complaints were still found in the health services provided, which also decreased public access to the Puskesmas. This study aims to determine the quality of outpatient health services at the UPT Puskesmas Ciputat Timur in 2019. This research is an evaluation study using a descriptive-analytical survey method with a quantitative approach with a cross-sectional study design. The sample determination was based on the Probability Proportionate to Size sampling technique with a total sample of 341 samples according to the sample table from Krejcie and Morgan. Data were collected using a questionnaire with two methods of measuring service quality, namely Servqual and Community Satisfaction Index, and using univariate data analysis. The results of this study stated that outpatient satisfaction at the UPT Puskesmas Ciputat Timur was 2.16 (satisfactory) based on the servqual concept and 76.47 (good) based on the concept of community satisfaction index. This study concludes that the quality of outpatient health services at the UPT Puskesmas Ciputat Timur is good, although several items still need to be improved. Suggestions are needed to make information boards for patient registration requirements, increase discipline in-service time, make persuasive stickers or posters, add RM distribution officers, publish IKM results annually through the website and add waiting room seats for patients and their families.


2021 ◽  
Vol 56 (5) ◽  
pp. 45-58
Author(s):  
Thi Nguyet Minh Hoang ◽  
Thi Thu Hoai Nguyen ◽  
Thi Kim Lien Tran ◽  
Thi Kim Phượng Tran ◽  
Thi Diep Uyen Doan

The paper aims to evaluate factors according to the planned behavioral theory of the community’s intentional attitude towards wastewater reuse. A huge amount of domestic wastewater will deplete water resources if not treated and reused. The survey results from more than 1000 households in the three major cities of Vietnam (Hanoi, Ho Chi Minh, and Da Nang) show that the community’s intention is good and all have a positive impact on the people’s satisfaction and water cycle management performance. All five factors: emotion, fairness, health risk, subjective norm, trust, have a positive impact on intention to use reused wastewater. Different from other studies, this research assesses the impact of intention to reuse wastewater on community satisfaction. Previous research showed that health risk negatively influenced intention; this study showed that health risk positively influenced intention and community satisfaction.


2021 ◽  
Vol 4 (2) ◽  
pp. 436-444
Author(s):  
Tomy Ernawati ◽  
Suwignyo Widagdo ◽  
Yuniorita Indah Handayani

This study aims to determine the quality of services to community satisfaction for making EKTP in Sumbersuko District, Lumajang Regency. This research was conducted in SumbersukoDistrict, Lumajang Regency. The population in this study is the people in SumbersukoSubdistrict who already have E-KTP with totaling 27,306 people. The sampling method usessimple random sampling with questionnaire distribution techniques. The number of samples inthis study was 125 respondents spread in Sumbersuko District. The method of data analysis inthis study used multiple linear regression analysis with the help of SPSS 20.0 software. Based onthe results of data analysis shows that the variable responsiveness, assurance, and empathy havea significant effect on community satisfaction with the value of the influence of respectively27.3%, 30.5%, and 14.3%. While the tangible and reliability variables did not significantlyinfluence community satisfaction in making E-KTP in Sumbersuko District, Lumajang Regency.This result also shows that the assurance variable is the most dominant variable influencingcommunity satisfaction in making E-KTP in Sumbersuko District, Lumajang Regency.Keyword: Service Quality, Community Satisfaction, E-KTP


Author(s):  
Aldi Syafitra Anwari ◽  
Sulisti Apriani ◽  
Abdul Rahman

The purpose of this study was to analyze the quality of service for the registration of pilgrims at the Office of the Ministry of Religion of the City of Bengkulu, Permenpan RB Number 14 of 2017. The sampling method was used by simple random sampling with a sample size of 100 pilgrims who registered for the pilgrimage. The method of analysis in this research is qualitative and quantitative analysis based on Permenpan RB Number 14 of 2017. The results of the study show that the quality of the Hajj pilgrims 'registration service in the PHU Section of the Office of the Ministry of Religion of Bengkulu City with the criteria of "Good" is indicated by the average value of the respondents' perceptions of 3.3011 in the interval 3.0644-3.532. The value of the Community Satisfaction Survey (SKM) was 3.2681 in the interval 3.0644-3.532, as well as the value of SKM after conversion of 81.7025 in the interval 76.61-88.30 with the criteria "Good (B)". Among the 9 indicators of service quality, the highest value is in the first indicator, namely costs/tariffs with an average value of 4.00 in the 3.5324-4.00 interval and SKM after being converted at 100.00 is at the interval of 88.31-100,000 with the criteria "Very Good (A)". While the lowest average value on the indicator for handling complaints complaints with an average value of 2.94 is in the 2.60-3.064 interval and SKM after being converted is 73.50 in the interval 65.00-76.60 with the criteria "Not Good. (C) ".


MANAJERIAL ◽  
2021 ◽  
Vol 8 (03) ◽  
pp. 305
Author(s):  
Roziana Ainul Hidayati

Background : Based on the results of research in the coastal area of ​​Gresik Regency in Ujungpangkah District and Panceng District, it is known that the category of Developing Village in Ujung Pangkah District is Pangkah Kulon Village, Banyu Urip Village, Bolo Village, Pangkah Wetan Village, Gosari Village, Cangaan Village, Karangrejo Village, Tanjang cloud Village, Glatik Village, Ketapang Lor Village and Ngemboh Village. Meanwhile, Sekapuk Village is the only independent village in Ujungpangkah District. Meanwhile, Kebonagung Village is the only Disadvantaged Village in Ujungpangkah District. The average IPD variable whose condition is lagging and not yet independent occurs in almost all villages in Ujung Pangkah District. Based on this, the researcher intends to follow up by measuring community satisfaction with the availability of infrastructure in Ujung Pangkah District. Purpose : The measurement of community satisfaction is intended to find out how far the actual level of community satisfaction with the availability of infrastructure is still minimal. Design/Methodology/Approach : Research on the Community Satisfaction Index for Infrastructure Services in Ujung Pangkah District by taking the research area is all villages in Ujung Pangkah District except Sekapuk Village using descriptive quantitative methods. Result and Discussion: The results of the study indicate that the Road Infrastructure Service Satisfaction Index obtained a value of 79.03 with service quality category B (Good). The land transportation infrastructure service satisfaction index obtained a value of 68.06 with the quality of service included in category C (less good). The Health Infrastructure Service Satisfaction Index obtained a value of 77.92 with service quality including category B (Good). The Education Infrastructure Service Satisfaction Index obtained a value of 76.39 with service quality including category C (less good). The Clean Water Infrastructure Service Satisfaction Index obtained a value of 82.22 with service quality including category B (Good). The Housing Infrastructure Service Satisfaction Index obtained a value of 74.31 with service quality including category C. (less good). Conclusion: the Road Infrastructure Service Satisfaction Index category B. The land transportation infrastructure service satisfaction index category C. The Health Infrastructure Service Satisfaction Index category B. The Education Infrastructure Service Satisfaction Index category C (less good). The Clean Water Infrastructure Service Satisfaction Index category B (Good). The Housing Infrastructure Service Satisfaction Index category C. Research Limitation: the research area is all villages in Ujung Pangkah District except Sekapuk Village Research Implication: These results imply that it is necessary for the sub-district and related agencies to repair infrastructure whose value is still category C or less good, and infrastructure that has a value of category B, can be improved again to a better service or Category A Acknowledgement: This research was carried out in collaboration with UjungPangkah District and was funded by the Institute for Research and Community Service (LPPM) Universitas Muhammadiyah Gresik.  


Author(s):  
Berlian Tyasotyaningarum ◽  
Arsita Putri

Abstrak Penelitian ini menggunakan metode kualitatif, penelitian ini digambarkan secara jelas dan mendetail terkait implementasi (PTSP) dalam mewujudkan pelayanan prima di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Trenggalek. Data diperoleh dari sumber primer dan sekunder. Informan dalam penelitian ini terdiri dari empat (4) informan kunci, tiga (3) informan pendukung, dan adapun teknik pengumpulan data dalam penelitian ini dengan observasi, wawancara, dokumentasi. Hasil penelitian menunjukan secara keseluruhan Implementasi PTSP di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu untuk kepengurusan pelayanan perizinan sudah dilakukan sesuai dengan SOP dan regulasi yang ada. Komunikasi yang dilakukan antar atasan dan bawahan tentang implementasi juga sudah sesuai dengan aturan, dan komukasi yang dilakukan dengan masyarkat pun juga sudah menyeluruh. Serta untuk waktu penyelesaian, dan biaya terkait pelayanan perizinan juga sudah diatur sesuai dengan SOP yang sudah berlaku. Dilengkapi juga berbagai fasilitas yang lengkap yang ada di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu sebagai penunjang kepuasan dan kenyamanan masyarakat. Kata Kunci: Implementasi Progam, PTSP, Pelayanan Prima. Abstract This study uses a qualitative method, this research is described clearly and in detail related to the implementation (PTSP) in realizing excellent service at the Office of Investment and One Stop Integrated Services, Trenggalek Regency. Data obtained from primary and secondary sources. The informants in this study consisted of four (4) key informants, three (3) supporting informants, and the data collection techniques in this study were observation, interviews, and documentation. The results of the study show that the overall implementation of PTSP in the Office of Investment and One Stop Integrated Services for the management of licensing services has been carried out in accordance with existing SOPs and regulations. Communication between superiors and subordinates regarding implementation is also in accordance with the rules, and communication with the community is also comprehensive. As well as for the completion time, and costs related to licensing services have also been regulated in accordance with the SOP that is already in effect. It is also equipped with various complete facilities available at the Investment Service and One-Stop Integrated Service as a support for community satisfaction and comfort. Keywords: Program Implementation, PTSP, Excellent Service.


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