scholarly journals KUALITAS PELAYANAN PERIZINAN DI UNIT PELAYANAN TERPADU SATU ATAP (UPTSA) KOTA SURABAYA (STUDI TENTANG SURAT IZIN USAHA PERDAGANGAN)

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Wahyu Dwi Astuti ◽  
Agus Sukristyanto ◽  
Adi Susiantoro
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Main Function ◽  
Public Facilities ◽  
The People ◽  
Qualitative Descriptive ◽  
The Government ◽  
The One ◽  
Thesis Writing

QUALITY OF LICENSING SERVICES IN THE ONE SINGLE ROOFING UNIT (UPTSA) SERVICES SURABAYA (Study of Trade Business License). The implementation of public facilities is the one of main function in the government implementation which is being obligation of government apparatus. One form of public service is giving permit service and also incorporate corporation in order to the corporate which has done get confession and legally from government. It is keep away from problem which can interrupt develop business in the other day. The aim from this observatory is to descript and how the SIUP allow service quality in UPTSA Surabaya city. In this thesis writing, use qualitative method where this observation use qualitative descriptive data. Based on observation from these research the concluding that quality of permit service that given by UPTSA officer Surabaya city to the people or the petitioner was good enough, however a success from UPTSA officer at present permit service, yet there the people or petitioner which is complain about facilities where was available and the time needed of service completion. More better if UPTSA officer can adding extra support facilities, such as increasing parking field and keep toilet clean. So with adding that facilities can obtained service which was given by UPTSA truly satisfied the people or petitor is so much better to see the regulations first to prevent longer in time or help the completed documents can be process immediately by UPTSA officer.            Keywords: service quality, public service, permit service

scholarly journals KUALITAS PELAYANAN PUSKESMAS MEMPENGARUHI KEPUASAN MASYARAKAT DI PUSKESMAS KALIRUNGKUT KOTA SURABAYA

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Sylvia Kurnia Firdaus ◽  
Teguh Santoso
Keyword(s):  
Service Quality ◽  
Public Service ◽  
The Public ◽  
The People ◽  
Administrative Service ◽  
Qualitative Descriptive ◽  
Service Conditions ◽  
Five Dimension ◽  
The Government

Quality of Puskesmas Service Influence the Community Satisfaction in Puskesmas Kalirungkut Kota Surabaya. Public service as a form of good service both in the public goods, public service and even administrative service that in principle as responsibility and performed by government institution in order to meeting the basic needs of public at large. The government had tried to fulfilled the society needs on health service by established hospitals and Public Health Centres (PUSKESMAS) in whole of Indonesia region. In this case of Puskesmas Kalirungkut Surabaya city conducted various efforts to improve its service quality. This research has purposes to examines the service quality of Puskesmas influencing people satisfaction in Puskesmas Kalirungkut of Surabaya. Focus of the study grounded on five dimension of service quality (SERVQUAL) subject to Parasuraman that are Tangible, Reliability, Responsiveness, Assurance, Empathy.  The research method that used   is qualitative descriptive. The result of the research showed that are 1) service quality in Puskesmas Kalirungkut of Surabaya seen from dimensions of Tangible, Reliability, Responsiveness, Assurance, Empathy are good. 2) Service conditions in Puskesmas Kalirungkut of Surabaya conducted to the public based on Tangible, Reliability, Responsiveness, Assurance, Empathy get rating of fairy good. 3) People satisfaction on service in  Puskesmas Kalirungkut of Surabaya about the people wants on puskesmas services included Tangible, Reliability, Responsiveness, Assurance, Empathy are fairly good in the service managing process then people is satisfied enough. However the people satisfaction does not maximally improved enough due to still found lack in time punctuality and fastness then is necessary to be increased.  Keywords:  Service quality, Public service, People Satisfaction

scholarly journals KUALITAS PELAYANAN PUBLIK DALAM MEMENUHI KEPUASAN MASYARAKAT DI KANTOR IMIGRASI KELAS I KHUSUS SURABAYA

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Rachman Rahardian ◽  
Zakariya Zakariya
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Class I ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
The People ◽  
Immigration Service ◽  
The Government

Quality Of Public Service in Fulfilling Community Satisfaction in Class Of Immigration Class I Special Surabaya. Public services in accordance with Act No. 25 of 2009 on the public service is a form of services either in the form of public goods, one form of public service held by the government is meeting the needs of society in the manufacture of passports by the Immigration Office. However, in the provision of services performed, there are problems that often occur like, there is always a long queue, inadequate parking space. Special Class I Immigration Office Surabaya is one of the facilities that serve service traveling abroad. The focus of research at the Immigration Service Quality Class I Special Surabaya measured using the five dimensions of service quality (SERVQUAL) According to Parasuraman, namely Tangible, Realibility, Responsiveness, Assurance, Empathy. This study used a qualitative descriptive approach. Results from the study show that: 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. Keywords: Quality of Public Services, Public Satisfaction

scholarly journals ANALISIS KUALITAS PELAYANAN PUBLIK BADAN PERPUSTAKAAN DAN ARSIP DAERAH PROVINSI RIAU

2014 ◽  
Vol 5 (2) ◽  
Author(s):  
Yuhelmi Yuhelmi ◽  
Nining Sudiar ◽  
Rismayeti Rismayeti
Keyword(s):  
Service Quality ◽  
Qualitative Methods ◽  
Public Service ◽  
Quality Of Services ◽  
Library Services ◽  
Main Function ◽  
Future State ◽  
The People ◽  
New Strategies

This study aims to analyze How Public Service Board of Library and RegionalArchives Riau Province, hereinafter referred to as (BPAD) Riau Province. This isdone to look at the quality and how much success BPAD Riau Province in performingits main function for the people who need the information in the Library, PublicServices how and what has or has not been done by the libraries in improving servicequality perceptions positively or negatively to quality of public services provided bythe Library Visitors Riau BPAD can be used as input for later followed up todetermine new strategies for improving the quality of services that aim to improve ordefend it.Methods used are qualitative methods and data collected by focuss groupdiscussion (FGD) and inferred based on five aspects of service quality therespondents were library patrons who use library services in BPAD as many as 14people consisting of 2 librarians, lecturers 3, 4 general (civil servants and private), 3students of, and 2 students, by using the technique of purposive sampling. Based FGDresults showed that for BPAD reliability aspects are at a good level, for aspects ofresponsiveness and confidence is at a level sufficient to aspects while empathy is at alevel less so for this aspect needs to be improved towards a better, while for theintangible aspects of BPAD services are at a satisfactory level and this needs to bemaintained in order to remain on the future state of the user satisfactory.

scholarly journals Citizen’s Charter a Mechanism for Accountability: An Analysis of India Conditions

2021 ◽  
Vol 5 (2) ◽  
pp. 41-51
Author(s):  
Ramthanpuia Pachuau
Keyword(s):  
Public Service ◽  
Central Government ◽  
Government Policies ◽  
Administrative Reforms ◽  
The People ◽  
Official Statement ◽  
Long Time ◽  
The Government ◽  
Democratic Country

The initiatives of Citizen’s Charter are an effort in solving citizen’s problems that they encounter regularly over a long time while dealing with the government or any other organizations. It is a document of an official statement that ensures the accountability of the organization and their commitment towards the citizen in providing the quality of service. The charter aimed to revolutionize public service by empowering the people who were so long regarded as a silent spectator and a mere receiver on the government policies and programmes. In a democratic country, citizens have become more vocals towards the government responsibilities and they expect the administration not only to respond to their demands but also to foresee their needs in the future. In India, the Department of Administrative Reforms and Public Grievances in Government (DARPG) is in charge of organizing, directing, formulating, and operationalizing Citizen's Charters at the Central Government as well as States Government. However, the fulfillment of Citizen’s Charter in India faced many difficulties due to its government bureaucratic structure and resistant to change in its working system.

scholarly journals Level of Satisfaction of Public Service in Takalar Regency, Indonesia

2018 ◽  
Author(s):  
Syamsiah Badruddin ◽  
Wisudawan Husain
Keyword(s):  
Public Service ◽  
Civil Service ◽  
Research Data ◽  
Quantitative Approach ◽  
Civil Registration ◽  
The People ◽  
Level Of Satisfaction ◽  
Identity Card ◽  
The Government

This study discusses the quality of public service of government apparatus and general satisfaction with the civil service, in this case, is the manufacture of electronic identity card. The type of research used in this study is the kind of explanative research with quantitative approach. Techniques of collecting research data through questionnaires with the population are the people who make the electronic identity card in the government office civil registration. The number of samples in this study was 183 people. The results obtained from this research are for the quality of public service, and public satisfaction with the service of the apparatus is in the quite satisfied category. From these conditions show that the government apparatus in serving the community is still not motivated as a people servant. As a public service, the government apparatus in the salary of the general tax should feel like serving rather than being served.

scholarly journals Analisis Implementasi Pola Pengelolaan Keuangan Badan Layanan Umum Daerah pada Rumah Sakit Umum Daerah Dr. RM. Djoelham Binjai

PERSPEKTIF ◽  
2021 ◽  
Vol 11 (1) ◽  
pp. 160-168
Author(s):  
Bambang Azis Silalahi ◽  
Marlon Sihombing ◽  
Isnaini Isnaini
Keyword(s):  
Public Service ◽  
Financial Management ◽  
Government Regulation ◽  
Service Management ◽  
Service Agency ◽  
New Paradigm ◽  
The Public ◽  
The People ◽  
The Government

The government has launched the Public Service Agency / Regional Public Service Agency (BLU / BLUD) program with the issuance of Government Regulation Number 23 of 2005. PP 23 of 2005 concerning Financial Management of Public service agency which basically explains, Public service agency are not only a new form in management of state finances but also as a new paradigm for public sector service management. The purpose of this study was to determine and analyze how the implementation of PPK-BLUD policies in RSUD Dr. RM Djoelham Binjai in terms of improving the quality and quality of public services, especially health services to the people of Binjai City. The method used in this research is descriptive qualitative using the Merille S. Grindle theory where there are several variables that determine the effectiveness of policy implementation. From the research results it can be seen that after the implementation of PPK-BLUD in Dr. RM. Djoelham Binjai, there was a change where previously the budget management, finance and reporting processes, which had been purely based on financial regulations with the APBD mechanism. However, with the implementation of PPK-BLUD, all the income that the RSUD Dr. RM. Djoelham receives can be directly managed and used for the needs and needs of the RSUD. So it is hoped that it can simplify the bureaucracy, especially finance, so that in the end it can improve the quality of hospital services. In its implementation, there are several obstacles faced, especially the understanding of other sections and fields of PPK-BLUD in RSUD Dr. RM. Djoelham Binjai so that good coordination between divisions and fields is needed.

scholarly journals Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

scholarly journals The Influence of Work Ethic on Public Services: Lessons from a Distant Indonesian Local Public Organization

2021 ◽  
Vol 3 (1) ◽  
pp. 174-187
Author(s):  
Leonardus Mangago
Keyword(s):  
Public Service ◽  
Work Ethic ◽  
Public Services ◽  
The Public ◽  
Qualitative Descriptive ◽  
The Government ◽  
And Behavior ◽  
Descriptive Survey ◽  
Service Standards

This research aimed to identify and analyze the principles, standards, elements, and quality of public services at the Office of Industry, Trade, and Cooperatives of Yahukimo Regency, Indonesia, located in a remote area. The research method applied was a qualitative descriptive survey with observation and interviews. The interviewees in this study were from 15 informants of different position levels. This study employed an interactive model to analyze the interview data. There were four main findings; firstly, in terms of the principle of public service transparency, the public was increasingly motivated to convey their demands, requests, and aspirations to the government. Meanwhile, accountability services were satisfactory per the provisions of laws and regulations, but public participation in public services was still lacking. Secondly, public service standards and service procedures were implemented following the stipulated provisions and competencies of officials. Those public officers had related-abilities in the form of knowledge, prowess, skill, attitude, and behavior that are required in completing their duties. Thirdly, in terms of public services, the public officers’ work ethic was a driving force for the officials to comply with the prior-set and agreed with rules and work procedures. At the same time, the facilities and infrastructure were adequate. Finally, regarding the quality of public services, the goals and targets of the service were well achieved.

scholarly journals KUALITAS PELAYANAN KARTU TANDA PENDUDUK ELEKTRONIK DI KECAMATAN CISARUA KABUPATEN BOGOR

2017 ◽  
Vol 2 (1) ◽  
pp. 35
Author(s):  
Siti Rahayu Septiany ◽  
Beddy Iriawan Maksudi ◽  
Irma Purnamasari
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Population Database ◽  
Five Dimensions ◽  
The Public ◽  
Civil Registration ◽  
Identity Card ◽  
The Government ◽  
The Village

Various community responses tend to suggest that different types of public services suffered a setback which is mainly marked by numerous irregularities in the public service. Systems and procedures are complicated, and human resources were slow in providing the service, expensive, closed, and discriminatory and cultured not serve, but served also an aspect of public service spotlight, especially in terms of population administration one of them in the service of making electronic ID card.The research objective is to know the quality of the electronic ID card service in District Cisarua, Bogor regency.The theory that used to analyze the quality of service is a theory proposed by Parasuraman in Harbani Pasolong (2013) which has five dimensions of service quality to be able to successfully include the dimensions of tangible, reliability, responsiveness, assurance, empathy. The five dimensions above should be implemented fully for one another have relevance.This research used descriptive quantitative method by using questionnaires as the main instrument to data collect.These results indicate that the quality of the electronic ID card service in District Cisarua, Bogor regency according to respondents of employees included in the criteria for the interpretation of Good, while according to the respondents community service quality Electronic Identity Card in District Cisarua, Bogor regency included in the criteria Pretty Good. It is explained that the completion of this electronic ID card service can’t be resolved quickly due to the completion of this electronic ID cards involve other agencies, namely the Department of Population and Civil Registration in Bogor district is not authorized for card printing and database processing. Suggestions from this study recommend that the government give them the authority to process the district population database that can handle an error in the electronic ID card identity. Then the district should continue to strive to conduct socialization to the village office of each region, with emphasis to the village to mobilize RW and RT convey any information which would have informed to the public; Keywords: Service Quality of electronic ID cards

scholarly journals KUALITAS PELAYANAN DI MUSEUM KAMBANG PUTIH, TUBAN

2018 ◽  
Vol 4 (1) ◽  
Author(s):  
Meita Pradani Putri
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Five Dimensions ◽  
Reliability Indicator ◽  
Qualitative Descriptive

This study was conducted to determine the quality of service in the Museum Kambang Putih, Tuban in providing services to visitors. This research is a qualitative descriptive study.The focus of research is based on five dimensions of the five dimensions of service quality (SERQUAL) by Parasuraman that is tangible, reliability, responsivenees, assurance, and empathy. These results indicate that the quality of service in the Museum Kambang Putih, Tuban already implementing tangible dimension, reliability, responsivenees, assurance and empathy and its indicators going pretty well. Dimensions responsivenees, assurance and empathy has been running very well and in line with expectations of visitors. But there are several dimensions and their indicators have not been going well and does not meet the wishes of visitors, among other tangible dimension to the indicators amenities to make the inconvenience visitors in museum and includes facilities are not complete, as well as dimensional reliability indicator of officers in the field of education is not in the room so the clerk there and help provide information on the collections and historic objects, due to the lack of education officials in the Museum Kambang Putih, Tuban.Keywords: Quality of Service, Public Service, Museum

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