INCREASING CUSTOMER STATISFACTION THROUGH IMPROVING SERVICE QUALITY AT THE PURWOREJO POST OFFICE 54100

The level of intense business competition makes a company must continue to be able to increase customer satisfaction, then the company is required to be able to meet the needs and desires of customers, when the company is unable to increase satisfaction later, competitors may seize the customer. This study uses CSI, IPA and PGCV methods to analyze the level of satisfaction, map service quality in quadrants and determine the order of priority for improving service quality at the Purworejo Post Office 54100 The research was conducted on 52 customers using the Accidental Sampling technique. The level of satisfaction through CSI was obtained at 80.6%. Through IPA obtained 8 indicators that are included in quadrant 1 and 5 indicators included in quadrant 3. From quadrant 1 and quadrant 3 obtained the top 5 rankings through PGCV, namely 1) Fast and responsive service, 2) Response to suggestions and complaints, 3) Providing information that is easy to understand, 4) Security from any loss or damage to goods that occurs and 5) Service procedures that are not confusing. It is concluded that the Purworejo 54100 POS office still needs to make improvements in service quality to the 5 indicators in order of priority.

Transformasi Anggaran Dana Bantuan Daerah Bawahan / Dana Transfer (Study Kasus Provinsi Kepulauan Bangka Belitung)

Penelitian ini mencoba menggali alasan penurunan dana bantuan daerah bawahan di Provinsi Kepulauan Bangka Belitung, serta melihat implikasi yang ditimbulkan. Hasil penelitian bantuan keuangan kepada daerah bawahan karena: dirasakan tidak adanya kewajiban pemerintah provinsi untuk memberikan bantuan; keterbatasan anggaran yang dimiliki; upaya untuk meningkatkan aspek kinerja pengelolaan APBD; dan aspek politis. Sedangkan implikasi pengurangan anggaran tersebut bagi pemerintah provinsi akan lebih menguntungkan dengan bertambahnya anggaran belanja langsung walaupun menemukan bahwa penyebab berkurangnya dana tidak terlalu significant jumlahnya, pelaksanaan kegiatan lebih tepat waktu dan keuntungan politis berupa citra positif. Sementara bagi kabupaten/kota lebih bersifat negative berupa berkurangnya sumber pendapatan, dan berkurangnya koordinasi dengan pemerintah provinsi. Penelitian ini dilakukan dengan penelitian deskriptif kualititatif. Data-data sekunder tersebut kemudian dianalisis dengan menggunakan analisis deskriptif yang dilengkapi dengan wawancara mendalam dengan nara sumber.Kata Kunci: Anggaran daerah; pengelolaan keuangan; pengaruh politik

TOURISM POLICY: POTENTIAL INCREASE OF ORIGINAL LOCAL INCOME

Garut Regency called "Swiss van Java" has very beautiful natural scenery. This rich natural resource potency has not been the largest contributor to local original income. The poor implementation of tourism policy, particularly in exploring, inventorying, and developing tourist objects existing as the main attraction to tourists is one of its causal factor. The objective of research was to find out the effect of tourism policy implementation to local original income in Garut Regency. The research method employed was quantitative one; data collection was carried out by distributing questionnaire to 130 respondents. The data collected was then analyzed using simple regression data analysis with SPSS 23 help. The result of research showed that the implementation of tourism policy measured using standard and target, resource, inter-organization communication, executing organization characteristic, executive’s attitude, and social, economic, and political environment dimensions contributed to local original income by 38%.

PUBLIC SECTOR INNOVATION ON COVID-19 IN SOUTH SUMATRA: CALLING FOR A MORE SUSTAINABLE INNOVATION

On the one hand the COVID-19 pandemic is seen as a disaster that has had a massive impact on various aspects of life, but on the other hand it is considered as momentum to urge the public organizations to be more innovative and adaptive in adapting to various types of new conditions and adjustments. Many studies have explored public sector innovation, especially in normal circumstances. While studies on the public sector innovation in a critical situation have not caught much attention from academics. This study aimed to fill the gap by analyzing the public sector innovation in South Sumatra as one of the provinces with the highest number of COVID-19 cases in Indonesia. There was a total of 16 innovations in this study. Content analysis was conducted to determine the types, categories, innovators, and challenges faced. The researchers found that the organizations that innovate (innovators) consisted of city governments, regency governments, provincial governments, central government representatives, and the community. Meanwhile, for the innovation category, the researchers found more innovations with types of public services and health information. The researchers also found three types of innovation categories in South Sumatra including mass/social resilience, quick response/quick wins, and public knowledge. Lastly, the challenges in implementing the innovation which includes public awareness, human resources, financial, facilities and infrastructure, and time. Academically, this study contributes to the understanding of public sector innovation in a critical situation, that innovation in such condition is an innovation that was made for pragmatic purposes and it won’t last. It is only adjusted to the situations that force people to implement physical distancing to each other.

Inovasi Pelayanan Publik Berbasis Digital (E-Government) di Era Pandemi Covid-19

Tujuan dari penelitian ini sendiri adalah untuk mengetahui inovasi dari pelayanan publik yang berbasis digital (e-government) di era pandemi covid-19 dalam mengatasi keterbatasan layanan publik yang bertatap muka langsung agar menghindari penyebaran Covid-19. Selain itu, apa saja hambatan yang ada dalam penerapan e-government dalam masa pandemi ini. Metode penelitian yang digunakan dalam penelitian ini yaitu metode penelitian kepustakaan (library research). Penelitian dilakukan dengan mengumpulkan data melalui teknik dokumentasi dan penelusuran data secara online, serta dengan penggunaan teknik analisis isi. Berdasarkan hasil penelusuran yang dilakukan, penulis menemukan bahwa penggunaan electronic government masih membutuhkan pemantapan serta pematangan dalam hal kualitas pelayanan seperti efisiensi (efficiency), kepercayaan (trust), reliabilitas (reliability), maupun dukungan masyarakat (citizen support). Hambatan pelaksanaan pelayanan publik berbasis digital masih belum dapat dihindari, dikarenakan e-government di Indonesia yang masih berkutat dengan masalah teknis. Implikasi dari penelitian ini dapat digunakan sebagai bahan pertimbangan dan masukan bagi pemerintah untuk meningkatkan kualitas dan inovasi pelayanan publik yang berbasis digital. Ciri khusus penelitian ini ialah peneliti menggunakan topik e-government di Indonesia yang dijalankan semasa pandemi Covid-19 dan juga menggunakan beberapa website resmi pemerintah sebagai contoh dalam pembahasan penelitian.

Organizational Culture and Employee Performance: Assessing the Influence on the Implementation of Public Services During The Covid 19 Pandemic

Public service providers during the COVID-19 pandemic face challenges in realizing quality services. At this time, service providers need the support of an organizational culture that is sensitive to change and optimal employee performance. Therefore, to determine the influence of organizational culture and employee performance in public services, this study is directed to analyze organizational culture and employee performance in supporting the implementation of quality public services in agencies engaged in public services in Central Mamuju Regency. In order to obtain objective research results, quantitative methods were used. Research data were obtained from questionnaires distributed to 102 samples, which were then strengthened by the results of interviews and secondary data related to the research topic. The results showed that the relationship between organizational culture and employee performance in influencing the quality of public service delivery during the COVID-19 pandemic was inseparable from the leadership and financial management factors of the organization. Leaders who cannot make decisions in favor of employees reduce employee work motivation. In addition, the use of applications as a solution for public service delivery during a pandemic cannot be utilized properly due to a lack of management budget. So that organizational culture and employee performance in public service agencies in Central Mamuju Regency cannot encourage the implementation of quality public services for the community during the COVID-19 period.

KOORDINASI ANTARA PEMERINTAH PUSAT DAN DAERAH DALAM UPAYA PROSES PENEGASAN BATAS ANTARA KABUPATEN MERAUKE DENGAN KABUPATEN BOVEN DIGOEL PROVINSI PAPUA

Since the reform process began in 1998, there has been a previously centralistic change of the system towards decentralization. With this principle, the authority of the central government partly began to be handed over to the local government with the principle of regional autonomy. The region has the authority to organize its own household with the aim to be able to develop the potential of the area owned. This principle opens the need for the region to expand the region by dismantling the New Autonomous Region (DOB). However, after the formation of DOB began to arise problems related to the affirmation of unfinished regional boundaries. In its rules 5 years after the Regional Formation Law was established, the regional boundaries must be completed immediately, but in reality many exceed more than 5 years. This is due to the conflict of interest from each region so that a coordination is needed between the central and regional governments in the efforts of the boundary affirmation process in Indonesia. One example that can be raised is the Boundary Between Merauke Regency and Boven Digoel district of Papua Province. The success of this coordination process requires a firm commitment from the stakeholders involved in it. In addition, the Central Government (Minister of Home Affairs) who applies as a leader (leader) must also be able to influence others; motivating others; provide accurate information; And be able to make wise decisions

TIPOLOGI PELAKSANAAN KEGIATAN SMART CITY DI MASA PANDEMI COVID-19 (KASUS : KOTA YOGYAKARTA)

Perkembangan Smart City di berbagai belahan dunia saat ini harus beradaptasi dengan kondisi yang baru akibat terjadinya pandemi COVID-19. Kota Yogyakarta merupakan salah satu kota yang proses perkembangan smart city nya harus beradaptasi pada kondisi tersebut. Tujuan penelitian ini adalah untuk mengetahui kondisi tipologi pelaksanaan Smart City dan mengidentifikasi faktor-faktor yang mempengaruhi tipologi pelaksanaan Smart City di Kota Yogyakarta di masa pandemi COVID-19. Penelitian ini menggunakan metode kualitatif. triangulasi sumber data dengan menggali kebenaran informasi tertentu melalui berbagai metode dan sumber perolehan data. Pengumpulan data dilakukan melalui wawancara mendalam dan observasi data-data sekunder. Sedangkan pengolahan data dilakukan melalui reduksi data. Hasil penelitian menunjukkan bahwa kegiatan yang proses implementasinya lebih cepat di dominasi oleh kegiatan yang dilaksanakan secara daring, sedangkan kegiatan yang proses implementasinya terhambat didominasi oleh kegiatan yang menimbulkan kerumunan. Selain itu kegiatan-kegiatan hasil inovasi baru didominasi oleh kegiatan yang bertujuan untuk mengendalikan kasus COVID-19 beserta pemulihan ekonomi. Faktor yang mempengaruhi kondisi pelaksanaan kegiatan Smart City di Kota Yogyakarta terbagi kedalam enam kategori yakni kategori masyarakat, kondisi pemerintah, kondisi kegiatan, kondisi infrastruktur serta faktor kolaborasi. AbstractThe current development of Smart City must adapt to new conditions due to the COVID-19 pandemic. Yogyakarta is one of the cities whose smart city development process must adapt to these conditions. The purpose of this study was to determine the typology of Smart City implementation and identify the factors that influence the typology of Smart City implementation in Yogyakarta City during the COVID-19 pandemic. This study uses a qualitative method. triangulation of data sources by exploring the truth of certain information through various methods and sources of data acquisition. Data was collected through in-depth interviews and observation of secondary data. Data processing is done through data reduction. The results show that activities whose implementation process is faster are dominated by activities carried out online, while activities whose implementation process is hampered are dominated by activities that cause crowds. In addition, activities resulting from new innovations are dominated by activities aimed at controlling COVID-19 cases and economic recovery. The factors that influence the conditions of implementing Smart City activities in the city of Yogyakarta are divided into six categories, namely the community category, government conditions, activity conditions, infrastructure conditions and collaboration factors.

Tata Kelola Pengembangan Pariwisata: Sebuah Kajian Pustaka Terstruktur

Penelitian ini bertujuan untuk mengetahui sejauhmana tata kelola pengembangan pariwisata, dengan itu menjadikan wujud dari salah satu bagian pembangunan ekonomi guna meningkatkan perekonomian dalam suatu negara. Penelitian ini menggunakan metode review paper dengan software VOSviewer yaitu memilah beberapa artikel dengan topik pembahasan yang sama untuk menambah argumen serta pandangan terkait governance development tourism. Penelitian ini mengungkapkan bahwa dalam proses tata kelola pengembangan pariwisata memiliki berbagai aspek penunjang yaitu bisa dilihat dari pendapatan hasil daerah, sumber daya manusia, partisipasi masyarakat, hingga keterampilan masyarakat daerah tersebut. Adanya pengembangan pariwisata menjadi salah satu bagian wujud dari pembangunan ekonomi guna meningkatkan perekonomian dalam suatu negara karena dapat menciptakan lapangan kerja bagi masyarakat yang lebih luas, yang nantinya dapat meningkatkan pendapatan masyarakat maupun daerah tersebut. Sehingga menumbuhkan rasa kesadaran masyarakat dan mengembangankan dengan baik berdasarkan komunitas perkumpulan untuk pembelajaran atau sosialisasi terhadap masyakarat sekitar yang kurang memahami terkait pengembangan pariwisata. Adanya promosi untuk tercapainya pengembangan infrastuktur untuk rasa kenyamanan pariwisata lokal maupun non lokal.

KEBIJAKAN PEMERINTAH DALAM PENGELOLAAN LIMBAH MEDIS AKIBAT COVID – 19

Sudah satu tahun pandemi Covid-19 yang sedang terjadi di seluruh dunia khususnya di Indonesia belum mengalami penurunan, untuk mengurangi dan mencegah penyebaran Covid-19, salah satu protokol kesehatan yang wajib dilakukan adalah penggunaan masker, selain itu petugas kesehatan juga diwajibkan untuk menggunakan alat pelindung diri. Hal ini berdampak pada limbah medis yang terus mengalami peningkatan di setiap harinya, dengan banyaknya peningkatan limbah medis di Indonesia maka Pemerintah membuat kebijakan tentang tata cara pengelolaan limbah medis yang baik dan benar. Dengan diterapkannya pengelolaan limbah medis sesuai dengan kebijakan Pemerintah maka dapat mengurangi resiko penularan covid-19 dari limbah medis serta dapat mengurangi pencemaran lingkungan. Adapun metode yang digunakan dalam penelitian ini adalah metode penelitian deskriptif kualitatif yang menggunakan pendekatan studi literatur. Metode ini menghasilkan data berupa hasil data deskriptif kata-kata atau ucapan dari individu yang diamati, kemudian di observasi. Penelitian ini menggambarkan kebijakan pemerintah dalam pengelolaan limbah medis akibat dari covid-19.