MANAJEMEN PELAYANAN PUBLIK DI UNIT LAYANAN TERPADU LPMP PROVINSI KALIMANTAN TENGAH

Abstrak: Penelitian ini bertujuan untuk mendeskripsikan tentang Manajemen Pelayanan Publik di Unit Layanan Terpadu (ULT) Lembaga Penjaminan Mutu Pendidikan (LPMP) Provinsi Kalimantan Tengah. Penelitian ini menggunakan pendekatan kualitatif deskriptif. Sumberdata ditetapkan dengan tenik purposive sampling, meliputi: Penanggung jawab ULT, Koordinator ULT, dan Pegawai ULT. Teknik pengumpulan data melalui: observasi, wawancara, dan dokumentasi. Analisis data melalui tahapan: pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Pengabsahan data menggunakan teknik triangulasi dan member check. Hasil penelitian ini menunjukan bahwa Manajemen Pelayanan Publik di ULT LPMP Provinsi Kalimantan Tengah terlaksana dengan baik. Berdasarkan hasil survei kepuasan pelanggan bulan januari-maret 2020, tingkat kepuasan masyarakat berada pada kategori baik dengan rerata 3,63 yang menandakan bahwa pelayanan sudah sesuai dengan harapan masyarakat. Abstract: This study aims to describe the Public Service Management in the Integrated Service Unit (ULT) of the Education Quality Assurance Institute (LPMP) of Central Kalimantan Province. This study uses a descriptive qualitative approach. Data sources were determined by purposive sampling technique, including: ULT Person in Charge, ULT Coordinator, and ULT Employee. Data collection techniques through: observation, interviews, and documentation. Data analysis through stages: data collection, data reduction, data presentation, and drawing conclusions. Validation of data using triangulation and member check techniques. The results of this study indicate that Public Service Management at ULT LPMP Central Kalimantan Province is well implemented. Based on the results of the customer satisfaction survey in January-March 2020, the level of community satisfaction is in the good category with an average of 3.63 which indicates that the service is in accordance with community expectations.

Model Kepuasan Orang Tua/Wali Siswa Berdasarkan Peningkatan Kualitas Pelayanan Sekolah Secara Berkelanjutan (Studi Kasus TK. Bina Mulia)

kindergarten. Bina Mulia Cibitung is a school engaged in early childhood education Customer satisfaction survey is certainly needed to know the response of parents / guardians of students to the quality of service. But during this kindergarten. Bina Mulia has not conducted a survey on the satisfaction of parents of students to the services performed by teachers and administrative personnel. In anticipation of things that the school did not want during this pandemic, the survey was done not directly but online. Respondents to this survey are all parents / guardians of students both still active in school and who have graduated. This research is planned on an ongoing basis with the aim of knowing the level of satisfaction of parents / guardians to school services. In addition, this research aims to produce an online survey application that is integrated with the survey management information system, while the CSI method to measure customer satisfaction. Analysis of survey results is calculated using customer satisfaction index (CSI) method. CSI is a quantitative analysis in the form of a percentage of the number of parents / guardians of students to this service satisfaction survey.

Penerapan Customer Knowledge Management pada e-commerce Butik Gendis Fashion Muslim

Pengetahuan merupakan aset yang penting dalam sebuah organisasi. Dalam kegiatan transaksi bisnis, pengetahuan pelanggan menjadi elemen yang dapat digunakan untuk bersaing dalam dunia bisnis. Semakin banyaknya pelanggan pada butik gendis fashion muslim mengakibatkan pengelola mengalami kesulitan dalam melakukan manajemen pelanggan, sehingga walaupun pelanggan banyak namun tidak memberikan dampak yang signifikan, khususnya dalam pengelolaan pengetahuan pelanggan. Sehingga pada penelitian ini dilakukan implementasi model manajemen pengetahuan pelanggan pada e-commerce Gendis Butik dengan menggunakan pendekatan Soft System Methodology. Langkah-langkah yang dilakukan pada penelitian ini antara lain dengan mengetahui permasalahan, mencari solusi dengan menggambarkan proses transformasi perubahan, menghasilkan dan menerapkan konsep sebagai solusi dan mengimplementasikannya pada butik. Fitur-fitur yang diimplementasikan antara lain Customer Repository, Customer Satisfaction Survey dan Discussion Forums yang dapat dijadikan sebagai media untuk berbagi pengetahuan pelanggan sehingga dapat menghasilkan produk yang sesuai dengan kebutuhan pelanggan dan dapat meningkatkan pemasaran sehingga menjadikan bisnis dapat berjalan lebih efektif dan efisien dalam bersaing di dunia maya.

Effect of continual quality improvement of palliative care consultation teams by iterative, customer satisfaction survey-driven evaluation

Background Current consensus recognizes the benefits of early intervention in palliative care consultation teams (PCCTs). As consultants, we should now attempt to improve the quality of our teams by utilizing a method mainly used in the business field. We aimed to investigate the effects of iterative evaluation of customer satisfaction surveys, filled by physicians and ward nurses in this study, for quality improvement of PCCTs. Methods In October 2019, the participants filled the first questionnaire survey about palliative care and PCCTs at a 678-bed hospital, and improvement areas were uncovered. Refinements were planned and implemented, and then reevaluated using the second questionnaire survey in March 2020. Results In addition to the characteristics of our clients evaluated from approximately 500 valid responses, the first survey showed that the response rate of the questionnaire, knowledge of palliative care and PCCTs, and publicity of the PCCT were recognized as issues needing attention. We planned to contrive ways to collect questionnaires, hold monthly workshops for palliative care, launch newsletters of palliative care, and go on client rounds. The second survey revealed improvements in the physicians’ response rate (p = 0.02), the accuracy rate of application of PCCTs in Japan (p < 0.01), and ward nurses’ confidence in opioid use (p = 0.04) and tendency toward easier accessibility to the PCCT (p = 0.07). Conclusion Continual quality improvements through iterative, customer satisfaction survey-driven evaluation are a widely established practice in the business field. By using this appropriately, we could enable PCCTs to improve their quality.

The Effects of Organisational Culture on Service Delivery in Public Institutions in Namibia

This study examined the effects of organisational culture on service delivery at public institutions in Namibia. The organisational culture assessment instrument (OCAI) was used to identify the organisational culture type. The study found hierarchy culture to be the dominant culture type. Further, a customer satisfaction survey based on the SERVQUAL metrics was used to measure the client's perception of the reliability, assurance, empathy, tangibles, and responsiveness of the chosen public institution. In total, 106 staff and clients participated in this study. Most of the clients felt that the chosen institution's empathy and assurance in service delivery were unsatisfactory suggesting that the institution's employees neither display a caring attitude nor politeness when dealing with the clients. The study concluded that lack of assurance and empathy from this hierarchical public institution culture type is the possible cause of poor service delivery among public institutions in Namibia since the study found strong relationship between organisational culture and service delivery.

CULTURE, PRODUCT QUALITY AND PRICE EFFECT ON PURCHASE DECISIONS AND THE IMPLICATIONS ON CUSTOMER SATISFACTION (SURVEY AT GOLFER SHOE FACTORY IN CIBADUYUT, BANDUNG CITY)

Efforts to support product business progress at the Cibaduyut shoe center currently need to be supported by technology, not only in production but also in marketing. Companies can take advantage of technological advancements by marketing products produced online. This system makes it easy for consumers to be used in choosing the desired product according to their needs. Anticipating competition among producers and achieving customer satisfaction, including the need to see good product quality and competitive prices, so that purchasing decisions occur. This study aims to determine the picture of product quality, price, purchasing decisions and customer satisfaction and the effect of the influence of product quality and price on purchasing decisions both simultaneously and partially. The research method used in this research is descriptive verification method with data collection techniques through questionnaires. The results showed that the quality of Golfer shoes was quite good on the model but was judged to be poor in terms of its durability. An assessment of the price is considered quite expensive, this can be due to tiered prices, consumer purchasing decisions on Golfer shoes products are considered less fast and customers are less satisfied with their products. Product quality has a positive and significant impact on purchasing decisions and their implications for customer satisfaction. Prices have a positive and significant effect on purchasing decisions and their implications for customer satisfaction. Simultaneously, product quality and price influence purchasing decisions. Purchasing decisions affect customer satisfaction. The direct influence of product quality on customer satisfaction and the direct effect of prices on customer satisfaction

THE ASSESSMENT OF COMPANY PERFORMANCE USING BALANCE SCORECARD ANALYSIS

Currently, the performance analysis of a company is the most needed thing in achieving the vision and mission of the organization. The purpose of this study is to determine the company's performance in terms of financial and non-financial performance using the Balanced Score Card approach through four perspectives, namely: (1) finance, (2) customers, (3) internal business, and (4) growth and learning. . The data collection method was done by qualitative and quantitative. The results of this study note that the performance of PT. Contractor Company Tbk, Tbk has been very good. From a financial perspective, it can be seen that the company's ability to guarantee short-term and long-term debt is quite good and the company's ability to get a good profit, as seen from the value of the Net profit margin. From the customer perspective, the results of the customer satisfaction survey are quite good. The level of employee satisfaction is quite good. As for the internal business, the effectiveness of the use of operating expenses was successfully realized by the company. Keywords: Company Performance, Balance Score Card

Pengembangan aplikasi raspberry pi sebagai mesin survei kepuasan pelanggan

This customer satisfaction survey machine was created to facilitate the survey process that will be used in the framework of the feedback process. This feedback is used as an evaluation material to continuously improve servants. This machine is made of Raspberry Pi as a mini personal computer (PC), which is equipped with a push button switch button as a survey input, as well as a 32 inch TV screen as a display. The programming language used is python, with Graphic User Interface (GUI) using Tkinter programming. From the survey engine, it can be seen a report on the number of respondents taking the survey. In addition, this tool can record survey data and present it in graphical form as a report.