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All Journal Golden Ratio of Mapping Idea and Literature Format Jurnal Multidisiplin Indonesia
Diani Indah
Universitas Terbuka
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Library & Information Science Public Health Social Sciences Veterinary

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Analisis Kualitas Kinerja Pelayanan Kenaikan Pangkat Pegawai Negeri Sipil di Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Daerah Kabupaten Sikka Herman Yoseph; Ngadisah Ngadisah; Diani Indah
Jurnal Multidisiplin Indonesia Vol. 5 No. 5 (2026): Jurnal Multidisiplin Indonesia
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jmi.v5i5.2712

Abstract

Penelitian ini dilatarbelakangi oleh belum optimalnya kinerja pelayanan kenaikan pangkat di Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Daerah (BKPSDMD) Kabupaten Sikka tahun 2025. Permasalahan yang diidentifikasi mencakup rendahnya literasi digital Aparatur Sipil Negara (ASN), keterbatasan infrastruktur teknologi dan jaringan internet di wilayah pedesaan dan pulau terluar, kualitas data kepegawaian yang belum optimal, keterbatasan kapasitas kelembagaan, serta kendala teknis dalam sistem layanan berbasis digital. Penelitian ini bertujuan untuk menganalisis kualitas layanan dalam meningkatkan kinerja pelayanan kenaikan pangkat serta mengidentifikasi faktor-faktor penghambat dan pendukungnya dengan merujuk pada teori SERVQUAL (Service Quality) dari Parasuraman, Zeithaml, dan Berry melalui 5 dimensi utama, yaitu keandalan, daya tanggap, kepastian, empati, dan berwujud. Metode penelitian yang digunakan adalah pendekatan kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil penelitian diharapkan memberikan gambaran komprehensif mengenai kondisi aktual pelayanan kenaikan pangkat serta menjadi dasar dalam merumuskan strategi peningkatan kualitas layanan berbasis penguatan sumber daya manusia, infrastruktur, dan sistem digital.
Analysis of Public Service Quality at PDAM Tirta Nusa Office of Natuna District, Indonesia R. Rafita; Diani Indah; Ipah Ema Jumiati
Golden Ratio of Mapping Idea and Literature Format Vol. 6 No. 2 (2026): February - April
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v6i2.1849

Abstract

Clean water services are a vital component of public services that significantly influence community quality of life, especially in archipelagic regions such as Natuna Regency, which face infrastructural limitations and geographical dispersion. This study aims to examine public service quality in clean water provision at PDAM Tirta Nusa, analyze service performance, and identify inhibiting factors. The study is based on the SERVQUAL framework by Parasuraman, Zeithaml, and Berry, encompassing tangibles, reliability, responsiveness, assurance, and empathy. A descriptive qualitative approach was employed, with data collected through in-depth interviews, observations, and documentation. Data were analyzed using an interactive model. The findings reveal that service quality is relatively adequate but not yet optimal, particularly in water distribution continuity, responsiveness to customer complaints, and limited distribution facilities. Key obstacles include limited human resources, inadequate infrastructure, and geographical constraints. The study recommends strengthening institutional capacity, improving infrastructure, and enhancing service management.
Co-Authors Herman Yoseph Ipah Ema Jumiati Ngadisah Ngadisah R. Rafita