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All Journal PROSIDING SEMINAR NASIONAL Ilmu Administrasi Publik Jurnal Penelitian Komunikasi dan Opini Publik Journal of Governance and Public Policy Jurnal Manajemen Pelayanan Publik Publik (Jurnal Ilmu Administrasi) Syntax Literate: Jurnal Ilmiah Indonesia Journal of Humanities and Social Studies Transparansi Jurnal Ilmiah Ilmu Administrasi Perspektif Komunikasi; Jurnal Ilmu Komunikasi dan Komunikasi Bisnis Administraus Jurnal Ilmu Administrasi dan Manajemen Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Indonesian Journal of Law and Economics Review Kebijakan: Jurnal Ilmu Administrasi International Journal of Social Science Journal of Governance and Policy Innovation (JGPI) INDEPENDEN: Jurnal Politik Indonesia dan Global Jurnal Informasi dan Komunikasi Administrasi (JIKAP) Indonesian Journal of Community Empowerment SWATANTRA Jurnal Studi Pemerintahan

Retnowati WD Tuti

Magister Ilmu Administrasi – FISIP Universitas Muhammadiyah Jakarta

Author-ID : 1127289

Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Public Health Social Sciences Transportation Other

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Title

KONDISI EKSISTING TAHUN 2016 PELAYANAN RUSUNAWA RAWA BEBEK DI DKI JAKARTA Tuti, Retnowati WD
SWATANTRA Vol. 15 No. 1 (2017)
Publisher : Universitas Muhammadiyah Jakarta

Public service in Indonesia is known to be of poor quality. This applies also for services of regional government for residents of leased flats (Rusunawa) especially those who were from relocation programs. DKI Jakarta Provincial Government relocates citizens to live in leased flats in order to manage urban development to increase prosperity of DKI Jakarta citizens. This involved restructuring of government land illegally occupied by citizens where the citizens do not have the land certificates. These citizens are relocated to low-cost leased flats (Rusunawa) in Rawa Bebek. Citizens hurt by forced relocations even under threats need good service to be able to live in Rusunawa Rawa Bebek, this community must be able to adapt from living in the old horizontal place to the new vertical place. Of course, there are many problems faced by Flats Management Unit (UPRS) regarding the relocated low-income citizens. Other than that, the flats were new buildings that have not been occupied before. These problems arised from the residents, buildings, managers and the surroundings. Aims of the research are 1) to analyse the exis- ting conditions of services in Rusunawa Rawa Be- bek 2) to find supporting and impeding factors of services in Rusunawa Rawa Bebek. Analysis blade used are 14 elements of citizen satisfaction indicators to measure rusunawa residents’ satisfactions: Service Procedures; Service Requirements; Clarity of the names and parts of the job; Officer discipline; Officer responsibility; Officer ability; Officer Responsiveness; Service fairness; Officer CourtesyKeywords: service quality, Rusunawa

KUALITAS PELAYANAN TRANSJAKARTA BUSWAY DI DKI JAKARTA Rianti, Putri Yulfa; Tuti, Retnowati WD
SWATANTRA Vol. 15 No. 02 (2017)
Publisher : Universitas Muhammadiyah Jakarta

This study discusses the Transjakarta Busway Ser- vice Quality In DKI Jakarta where in serving customers there are still obstacles that make customers feel satisfied to the service given. The purpose of this research is to know Transjakarta Busway Service Quality In DKI Jakarta. The theory used is according to Parasuraman (1990) in book Theory of Public Administration written by Harbani Pasolong (2014) with five indicators used to measure service quality that is: Reliability, Responsiveness, Assurance, Empathy, and Tangibel. The method used in this research is desscriptive method with kulaitatif approach. With the number of informants as many as 10 (ten) people determined by using purposive sampling technique 3 (Three) people and accidental sampling 7 (Seven) people. Data collection techniques used are observation, interview and documentation. In addition, data validity test using Triangulation method. Based on the result of the research shows that the Transjakarta Busway Service Quality In Jakarta is still not good, it can be seen from the five indicators used to bury the quality of Tranjakarta services that are Reliability, Responsiveness, Assurance, Empathy and Tangibel.Keywords: Quality, Service, Transjakata Busway

Co-Authors Adam Syahid Adawiyah, Sa'diyah El Amin Shabana Azhari Aziz Samudra Deddi Fasmadhy Satiadarmanto Deddi Fasmadhy Satiadharmanto Devia Andiani Dewi Kartika Sari Dini Gandini Purbaningrum Djoni Gunanto Ennike Rahayu Lestari Euis Damayanti Evi Satispi Evi Satispi Fauzi Hamdi Abdillah Firmansyah Firmansyah Gustinawati Gustinawati Ikhwanudin Ikhwanudin Ikhwanudin Ikhwanudin Khaerul Umam Noer Kurniasih Mufidayati Lisa Amilia M. Sahrul M. Sahrul Mamun Murod Mawar Mawar Mawar Mawar Muara Torang Hadomuan Muhammad Sahrul Nany Widiastuti Nida Handayani Noer Wachid Oneng Nurul Bariah R Rokaiyah Rahmat Salam Rianti, Putri Yulfa Selly Filanda Sri Devie Melavanic Tria Patrianti Wachid, Noer William Yani WA Yuma Iza

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