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All Journal Proceedings of The ICECRS Indonesian Journal of Public Administration Review
Dwi Rahayu
Universitas Muhammadiyah Sidoarjo
Education Languange, Linguistic, Communication & Media Mathematics Social Sciences

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Kualitas Pelayanan Umum di Puskesmas Prambon Kabupaten Sidoarjo Dwi Rahayu; Lailul Mursyidah
Indonesian Journal of Public Administration Review Vol. 3 No. 3 (2026): May
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/par.v3i3.5938

Abstract

Penelitian ini bertujuan untuk mengetahui kualitas pelayanan umum di Puskesmas Prambon, Kabupaten Sidoarjo melalui kerangka kerja SERVQUAL yang meliputi lima dimensi pokok: bukti fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Metodologi penelitian yang dipakai adalah kualitatif deskriptif, dengan data diperoleh melalui wawancara, observasi, serta dokumentasi. Informan yang terlibat pada penelitian ini mencakup kepala puskesmas, perekam medis, dan pasien yang sebelumnya telah menerima pelayanan. Hasil penelitian dari setiap indikator yaitu: Dimensi Tangible (bukti fisik) masih memiliki kelemahan pada sarana dan prasarana, seperti kabel tidak tertata dan wastafel rusak, meski fasilitas lain seperti toilet bersih dan kursi tunggu memadai menunjukkan adanya perbaikan. Dimensi Reliability (keandalan) menunjukkan tenaga kesehatan telah melayani sesuai prosedur, namun waktu tunggu dan alur antrean yang membingungkan masih menjadi kendala utama. Dimensi Responsiveness (daya tanggap) mengalami peningkatan melalui sikap ramah, sabar, dan kesediaan petugas membantu pasien yang diapresiasi positif. Dimensi Assurance (jaminan) membaik dengan adanya kotak pengaduan, namun mekanisme tindak lanjut dan identitas penanggung jawab masih perlu diperjelas agar kepercayaan masyarakat meningkat. Dimensi Empathy (empati) menunjukkan perbaikan melalui komunikasi yang lebih baik pasien kini mendapat penjelasan tentang kondisi kesehatannya, bukan hanya resep.
Practical Digital Administration Instruction Addresses Technology Skill Gaps In Secondary Education: Pelatihan Instruksi Administrasi Digital Praktis Mengatasi Kesenjangan Keterampilan Teknologi Pendidikan Menengah Muhammad Thariq; Hendra Sukmana; Diana Reza Andriani; Istiqomah Delia Nanda; Dwi Rahayu
Proceedings of The ICECRS Vol. 13 No. 1 (2025): Proceedings of Community Service Desa Mandiri dan Berdaya Melalui Kolaborasi P
Publisher : International Consortium of Education and Culture Research Studies

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/icecrs.v13i1.2037

Abstract

General Background The digital era significantly transforms educational paradigms, necessitating robust technological competencies for active societal participation and future professional readiness. Specific Background Within Indonesia, secondary education frequently struggles with traditional instructional methods, access disparities, and inadequate infrastructure, which collectively restrict optimal technology utilization among learners. Knowledge Gap Although constructivist theories emphasize active knowledge building through practical interaction, a substantial discrepancy exists regarding how to practically integrate essential administrative software capabilities within secondary school environments. Aims This research analyzes a targeted internship initiative designed to develop practical software proficiencies among tenth-grade student council members at SMAN 1 Krembung Sidoarjo. Results Qualitative observations and thematic analyses reveal that direct mentoring in platform applications, specifically utilizing Canva and Google Sheets for website creation, certification, and attendance tracking, successfully builds functional digital capabilities, although infrastructural limitations and coordination challenges temporarily disrupted the learning process. Novelty This study specifically identifies student council organizations as strategic primary vehicles for peer-to-peer technological skill dissemination within resource-constrained public administration contexts. Implications Educational institutions must provide adequate learning facilities and continuously update instructional materials to include contemporary subjects such as artificial intelligence to sustain ongoing technological adaptation. Highlights: Direct mentoring utilizing accessible online design platforms successfully builds functional documentation and web creation capabilities for student organizations. Infrastructural limitations and team coordination challenges require immediate resolution to optimize institutional technology adaptation processes. Future instructional curriculums must incorporate artificial intelligence topics to maintain relevance with global technological advancements. Keywords: Digital Competence, Canva Application, Google Sheets, Constructivist Learning, Public Administration
Co-Authors Diana Reza Andriani Hendra Sukmana Istiqomah Delia Nanda Lailul Mursyidah Muhammad Thariq