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All Journal Jurnal Pendidikan Islam AKSIOLOGIYA : Jurnal Pengabdian Kepada Masyarakat JURNAL GOVERNANSI QARDHUL HASAN: MEDIA PENGABDIAN KEPADA MASYARAKAT Jurnal Sosial Humaniora Tax Literacy and Leadership Agility: Indigenous Peoples Awareness in Paying Taxes ALMUJTAMAE: Jurnal Pengabdian Masyarakat Jurnal Karya Abdi Masyarakat Public Policy Journal Karimah Tauhid ASEAN Journal for Science and Engineering in Materials Administratie: Jurnal Administrasi Publik

Purnamasari, Irma

Universitas Djuanda Bogor

Author-ID : 1227345

Religion Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mechanical Engineering Neuroscience Public Health Social Sciences Other

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SISTEM PENGELOLAAN PENGADUAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PDAM TIRTA KAHURIPAN KABUPATEN BOGOR Yuni Wulandari; Denny Hernawan; Irma Purnamasari
Jurnal Governansi Vol 2 No 2 (2016): Jurnal GOVERNANSI Vol 2 No 2, Oktober 2016
Publisher : LPPM Universitas Djuanda Bogor

Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied. One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many customers who complained about the poor service system so far is are leaky pipe impact on the high notes of erroneous meter, water quality is still dirty muddy, and sluggish handling of a complaint. The aim of research is to find out a complaint management system in order to improve customer satisfaction at PDAM Tirta Kahuripan. The theory used to analyze a system of customer complaints is the referring to the Minister of Administrative Reform and Bureaucratic Reform No. 3 Year of 2015 on the Road Map Development Complaints Public Service Nationwide with 3 sizes of complaint management : outcomes, targets, and programs. While, improving customer satisfaction using Fandi Tjiptono and Gregory Cahndra theory (2006: 130) with four dimensions to measure customer satisfaction : the system of complaints and suggestions, Customer satisfaction Survey, Ghost Shopping (Shadow Customer), and Customer Switching Analysis. Research methods used in this research is descriptive quantitative method using questionnaires / questionnaire and interviews as the main instrument to collect data. The results showed that the management of customer complaints in accordance with to existing procedures with the acquisition of a score of is 3.32 according to the with category of interpretation of the category is as quite good enough (moderate). Meanwhile, the results of data analysis by increasing customer satisfaction PDAM Tirta Kahuripan obtained a score of is 2.83 in the category with category of interpretation as good enough (moderate). Nevertheless, But there is a needs to be have a system or application that can be accessed in to the customer complaints and the organizers therefore PDAM can respond and follow complaint subsequently. Keywords : Complaint Management System , Customer Satisfaction

ANALISIS BEBAN KERJA PADA KANTOR CABANG PELAYANAN DINAS PENDAPATAN DAERAH WILAYAH KOTA BOGOR Feranny Juliefte; Irma Purnamasari; Ginung Pratidina
Jurnal Governansi Vol 1 No 1 (2015): Jurnal GOVERNANSI Vol 1 No 1, April 2015
Publisher : LPPM Universitas Djuanda Bogor

The research aimed to know the implementation workload, the barriers of implementation workload and the efforts made in the implementation of the workload at the Branch Office Revenue Service Office of the Provincial Bogor City Region. Methods Used was survey research. The types of data used were the primary and secondary data. Primary data was collected by spreading questionnaire, and supported by the observations and interviews. The collection of secondary data sourced from documents, libraries and related writings. Sampling Technique: The research population amounted to 23 respondents in the Branch Office Revenue Service Office of Bogor City Region. on the workload analysis at the Office of Personnel Services Branch Office of the Provincial Revenue Bogor City Region can be concluded although there was a delay only requirements factor and completeness of the taxpayer that were less satisfied however, it did not affect the overall performance. The volume of work could be obtained information about the efficiency and effectiveness of the organization, and had the objective to the achievement of public service in minimizing the public complaints in particular taxpayer and effective working hours in work standards was a guide or guidance of each employee to complete the appropriate time in order to carry out tasks to provide certainty and clarity of the process and provide legal certainty to the public, especially taxpayers. Keywords: Workload, Work Volume, Norm of Effective Time and Effective Working Hours

FUNGSI PENGEMBANGAN KARIR DALAM MENINGKATKAN KINERJA PEGAWAI DI KECAMATAN BOGOR UTARA Rafiek Firmansyah; Rita Rahmawati; Irma Purnamasari
Jurnal Governansi Vol 1 No 1 (2015): Jurnal GOVERNANSI Vol 1 No 1, April 2015
Publisher : LPPM Universitas Djuanda Bogor

Organization, employee performance lies in the human factor (the members or employees) who carry out activities to achieve the goals of the organization itself. Employee performance is a picture of the employees who reflect the expertise, skills and abilities in addition to the employee, employee performance also reflects the willingness to work with passion. Theoretical framework is built by connecting the independent variable (X) development of a career with the dependent variable (Y) databases must address satisfying employees, the relationship between variables is described in the context of career development model of Edwin B.Flipo while the performance of employees described by Simamora, based on the theoretical framework, the operational independent variable (X) is a career development consists of six dimensions, namely: (1) the pattern and sequence of career development, (2) coordination of career development, (3) timeliness, (4) participation in career development, (5) means and infrastructure in career development, (6) the benefits of career development, employee performance while the dependent variable consists of four dimensions, namely: (1) creativity, (2) the ability of analysis and choose an alternative, (3) learning process, (4) problem solving. This study aims to determine the implementation of career development in improving the performance of employees in the District of North Bogor. The method used in this research is descriptive analysis method, which is a problem-solving procedure is investigated by using a state file subject or the object of research is happening right now based on factors that viewed the field as it should or used to describe a fact or a specific population in a systematic character, actual and fast and using the formula Weight Mean Score (WMS). Employee population is the object of observation as much as 42 people, and to determine the sample size formula used Yamane, limiting the number of samples to 31 people. Conclusions obtained from this calculation results show that the function of Career Development in Improving Performance in the District of North Bogor good interpretive criteria, even so the interview stated that there are deficiencies to be corrected.Key words: Carier, Performance, Merit System

KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) RUMAH TINGGAL DI KECAMATAN KRAMAT JATI JAKARTA TIMUR Della Arumnitas Sudrajat; R. Akhmad Munjin; Irma Purnamasari
Jurnal Governansi Vol 1 No 2 (2015): Jurnal GOVERNANSI Vol 1 No 2, Oktober 2015
Publisher : LPPM Universitas Djuanda Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30997/jgs.v1i2.285

This study aims to determine how service quality of Building Permit in District Kramat JatiResidential, East Jakarta. The population in this research is 48 people in the district who filed a Keramat Jati Residential petition. The method used in this research is descriptive analysis. The sampling technique used in this study is Incidental Sampling, which sampling technique by coincidence, that anyone who by chance met with the researchers can be used as a sample, which is deemed suitable by research. Then the amount used as many as 48 people. Theory framework used in this study is Ratminto and Winarsih 2006. Service is an activity or a description of the activities that take place in the direct interaction between a person with another person or machine physically and provide customer satisfaction. The result is that the services provided by the Kramat Jati’s subdistrict officer for the community applicant Building Permit Residential, located in the Good criteria with interpretation number is 3.52. The conclusion of this study is still a lack of discipline of officers in the service process that makes the event of delay that hinder the implementation of the applicant service Building Permit Residential, the researchers recommend the discipline of officers need to be improved so that every service process can run well and can improve quality of care provided to the public.Keywords : Quality Service, Building Permit, the Applicant Building Permit

KUALITAS PELAYANAN PEMBUATAN PASPOR DI KANTOR IMIGRASI KELAS I KOTA BOGOR Suciani Cahya Bintari; Nandang S.Zenju; Irma Purnamasari
Jurnal Governansi Vol 3 No 1 (2017): Jurnal GOVERNANSI Vol 3 No 1, April 2017
Publisher : LPPM Universitas Djuanda Bogor

The purpose of this study is to determine the passport service quality at Class I Immigration Office of Bogor.The theory used in this research is put forward by Parasuraman, Berry and Zeithaml (Ratminto & Septi Winarsih, 2005: 175), which consists of five dimensions of service quality : Tangible, Reliability, Responsiveness, Assurance and Empathy. The method used is descriptive analysis using quantitative approach. Data analysis technique used is the calculation of Weight Mean Score (WMS). Data collection techniques used are literature studies and field studies. The study population consists of 220 respondents consisting of Applicants and Passport Officers. While the sampling technique used is the saturated technique sampling to officers and incidental sampling to the applicants. The samples using Yamane formula so that the samples obtained are 87 respondents.Research result of service quality in making passport at Bogor immigration office is considered to be good, because of the processing of a questionnaire made to the applicant's passport 67 samples obtained is score of 3.67 (in scale of 5), which is included in the “good” category. Nevertheless there are many grievances felt by the applicant. This occurs due to less extent of the lounge to the applicant, the speed of completing the passport, guarantee timely completion of the passport, and the discriminatory treatment which actually is for the elderly, toddlers, pregnant and breastfeeding. Keywords: Service Quality, Five Dimension of Service Quality, Passport.

KOORDINASI EKSTERNAL DINAS LALU LINTAS DAN ANGKUTAN JALAN TENTANG IMPLEMENTASI SISTEM SATU ARAH DIKOTA BOGOR Khoerudin Udin; Denny Hernawan; Irma Purnamasari
Jurnal Governansi Vol 3 No 2 (2017): JURNAL GOVERNANSI Vol 3 No 2, OKTOBER 2017
Publisher : LPPM Universitas Djuanda Bogor

In implementing the policy of One Way Direction System in Bogor City, it is necessary to have well-coordination between Traffic and Road Transportation Agency (DLLAJ) of Bogor City with related Institutions/Agencies. If one of the agencies do not perform their duty well, then their goal to overcome the congestion will run ineffectively.The purpose of this study is to know the direction of coordination between traffic and road transportation Bogor City with other agencies in applying a one-way direction system. The theory used in this research is by using the coordination theory of Handyaningrat which states that to produce a coordination can be measured through five variables as follow: (1) Communication, (2) Awareness of the Importance of Coordination, (3) Participant Competencies, (4) Agreements, Commitments, and Coordination Incentives, and (5) Continuity of Planning.The method used is descriptive analysis using Qualitative approach. The data analysis technique used is to use the calculation of Weighted Mean Score (WMS). Technical data used are literature study, field study, interview and questionnaire. Unit of analysis of this study consist of 11 respondents. While the sampling technique used is saturated sample technique.In general, the results of external coordination conducted by Traffic and Road Transportation Agency (DLLAJ) of Bogor City in implementing one-way direction system is obtained an average score of 3.81 which according to structuring criteria are in good category. While the existing variety in moderate criteria is an indicator of whether or not there are casualties for offenders exist with average score of 3.18. Meanwhile the indicator that produces a very good score is on the indicator of whether or not the executor of the activity with a score of 4.18. In sum, the average score of all indicators is in good criteria.Keywords: Coordination, Implementation, Policy.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA PEMBUATAN KARTU PESERTA JAMINAN KESEHATAN NASIONAL (JKN) DI KANTOR BPJS KESEHATAN KOTA BOGOR Agus Mantri; Abubakar Iskandar; Irma Purnamasari
Jurnal Governansi Vol 3 No 2 (2017): JURNAL GOVERNANSI Vol 3 No 2, OKTOBER 2017
Publisher : LPPM Universitas Djuanda Bogor

The increasing number of enthusiasts accessing the BPJS card does not seem to be accompanied with the service of obtaining JKN card (National Health Insurance). Reality people start waiting in front of the office around 6 am just to get early queue. Not to mention the readiness of very minimal service, limited staff and counter and various facilities that do not support the comfort during the wait. Even every day is limited to 90 people. This shows that the quality of service on the manufacture of JKN card in BPJS office has not function properly. The purpose of this study is to know the influence between the quality of service to public satisfaction in the manufacture of JKN card in the office of BPJS Bogor City. The theory used in this research is using the service quality theory of Zeithaml, Parasuraman, & Berry in Ratminto and Atik Septi Winarsih and also the theory of public satisfaction by Boediono which states that to measure a quality of service and a community satisfaction can be measured through five dimensions namely: Tangibles, Empathy, Reliability, Responsiveness, and Assurance (TERRA). The method used is associative with Rank Spearman correlation test. From the correlation coefficient results there are two indicators of the level of influence is very strong that is serving properly and have knowledge while the level of influence on indicators to complete the needs is very low. The results of the contribution of service quality variable to the variable of community satisfaction by 54% are influenced or determined by BPJS service quality variable by 46%. So it can be concluded that Based on the results of associative statistical hypothesis that H0: p = 0 (no relationship) means there is no effect of service quality on community satisfaction.Keywords: Quality of service BPJS, JKN-BPJS program, and community satisfactioncard maker JKN-BPJS.

EVALUASI PROGRAM KELUARGA HARAPAN (PKH) DI KECAMATAN BOGOR SELATAN KOTA BOGOR Maya Dehani; Denny Hernawan; Irma Purnamasari
Jurnal Governansi Vol 4 No 1 (2018): JURNAL GOVERNANSI Vol 4 No 1, April 2018
Publisher : LPPM Universitas Djuanda Bogor

The purpose of this study is to know the Keluarga Harapan Program (PKH) in Bogor Selatan District Bogor City. The theory used in this research is by using policy evaluation of William N. Dunn which states that to measure the success of a program evaluation can be measured through six variables namely: effectiveness, efficiency, adequacy, equity, responsiveness, accuracy.The method used is descriptive analysis using Qualitative approach. While the data analysis technique used is by using Interactive model developed by Miles and Huberman, which includes data reduction, datadisplay, and conlusiondrawing / verification. Data collection techniques used were interviews, direct observation and documentation. The informants that the researchers took were 2 kinds of informants, the first PKH assistant who was taken by 2 persons, namely the active companion and the less active companion, and the second informant, the PKH participant who was taken 3 people, the participants who had long been the PKH participants, just become PKH participants and participants who complete the PKH component.The result of this research can be concluded that the process of PKH implementation has been running well in accordance with the purpose of launching PKH in the hope of solving the classical problems faced by RTSM such as malnutrition, high maternal and infant mortality and low participation of school age children. The target achieved in the implementation of family planning program (PKH) in the district of South Bogor is in the form of the incapability of the community is not able especially RTSM in meeting the needs of life related to education, health of pregnant women and toddlers. Keywords: Evaluation, Program, Poverty.

ANALISIS PENGAWASAN PADA SEKRETARIAT DAERAH KOTA BOGOR Lena Ratna Sari; Irma Purnamasari; G Goris Seran
Jurnal Governansi Vol 4 No 2 (2018): JURNAL GOVERNANSI Vol 4 No 2, Oktober 2018
Publisher : LPPM Universitas Djuanda Bogor

The background of this research is affected by the supervision conditions of Bogor Regional Secretariat employees who have not been maximized. It is shown from the inspection implementation only done twice in 2017 that is on March 27, and July 3, 2017. The research aims to find out the way of supervision carried out by the head of Bogor Regional Secretariat. This research is a descriptive research using the weight mean score. The sampling technique uses proportionate stratified random sampling with a sample of 69 people and the technique of data collecting uses questionnaires, interviews, literature studies and documentation. The results of the descriptive analysis show that the Supervision variable got a score of 3.756 belongs to good criteria. It can be concluded that the supervision at Bogor Regional Secretariat is in good criteria. This research suggested the head of Bogor Regional Secretariat to approach the employee and make suggestions for making decisions. Keywords: Supervision, Leader, Employee, Regional Secretariat, Bogor City.

Co-Authors Abdul Kholik Abraham Yazdi Martin Abubakar Iskandar Adinda Ayu Utami Agus Mantri Agus Suarman Sudarsa Agus Suradika Agustin, Siti Dwi Agustina M. Purnomo Agustina Multi Purnomo Agustina Multipurnomo Agustini Ahmad Maulana Fajar Aisy, Dalia Syareatul Alfian, Muhamad Ali Alamsyah Kusuma Dinata Ali Alamsyah Kusumadinata Alifa Nasywa Sahila Ananda Putri Aisyah Andani, Herli Angeli Saraswati Apriliani, Afmi Apriliani, Neng Virly Aulia, Annisa Nurul Bani Jafar, Firdaus Bayu Sang Aji Pangestu Beddy Iriawan Maksudi Bintari, Suciani Cahya Chaerunnisa Zoe Susanto Chatarina Umbul Wahyuni Danil, Mahmud Dede Syahrudin Dehani, Maya Della Arumnitas Sudrajat Denny Hernawan Denny Hernawan Denny Hernawan Denny Hernawan Denny Hernawan Denny Hernawan, Denny Desi Fitriyana, Desi Devira, Nabila Fitri Elfito, Fidya Arzita Endang Sri Murni Euis Salbiah Evi Rahmawati Faisal Tri Ramdani Falah, Muhammad Misbahul Fauziah, Firna Nur Feranny Juliefte Fidya Arzita Elfito Firmansyah, Rafiek Firna G Goris Seran G. Goris Seran Ginung Pratidina Ginung Pratidina Goris Seran, Gotfridus Gotfridus Goris Seran Hariani, Fitri Hatriadi, Muhaemin Helmi, Tedi Herdiansyah Ananda Pratama Heri Wansyah Laia Herli Andani Hilmy Aliy Andra Putra Ike A Ratnamulyani Indradewa, Rhian Irmawati Isma Kusmiati Jaelani, Anisa Jaelani, Annisa Juliefte, Feranny Khoerudin Udin Kismytiadara Kurnia, Tuti Kusmiati, Isma Lasmini Lena Ratna Sari Lisnawati M. Rafi Mahmud Danil Mantri, Agus Maria Fitriah Maria Fitriah Marsha brata, Gladys Maruapey, M. Husein Maya Dehani Ma’shum Abdul Jabbar Merdekawati, Jayanti Muchtar, Aep Saepudin Mufidatul Oktiani Muh Jamil Fitriansyah Muhamad Alfian Muhamad Fikri Muhamad Tengku Muhammad Afif Muhammad Encep Muhammad Husein Maruapey muhammad luthfie Muhammad Prayoga septiana Muhammad Rendi Ramdhani Mulyono, Imam Edy Munawwarah, Zahra Murni, Endang Sri Nandang S Zenju Nandang S.Zenju Nandang Saefudin Zenju Neng Virly Apriliyani Nouval, Muhammad Novel Anak Lyndon Nuraini, Nadia Putri Nurhazizah, Refina Nurilah, Siti Oktovianus Degei Olisah Olisah Pamungkas, Tri Bagus Pangestu, Bayu Sang Aji Pratama, Herdiansyah Ananda Pratami, Mirna Pratidina , Ginung R. Akhmad Munjin R. Oetje Subagdja R. Siti Pupu Fauziah R. Siti Pupu Fauziah Rafiek Firmansyah Rahma, Nova Dwi Raihan Salman Dermawan Ranbilal, Rio Raswono, Yudi Mandega Renggani, Fira Putri resmala, vilia Respati, Muhamad Bintang Risa Rita Rahmawati Rita Rahmawati Roestamy, Martin Rusliandy, Rusliandy Ryan Aditya Pudjaswara S Zenju, Nandang S.Zenju, Nandang Saepudin Saepudin Muhtar Sahila, Alifa Nasywa Salopah Samudera, Azhari Azis Saprudin saraswati, angeli Sari, Lena Ratna Sastrawan, Berry Septiany, Siti Rahayu Seran, G Goris Seran, Gotfridaus Goris Seran, M. Yusuf GG Sifa, Siti Khoiriyah Silpiya, Devi Silvia, Firanti Sitepu, Monica Meylin Siti Murti Dewi Siti Nurul Hikmah Siti Rahayu Septiany Siti Shopiatul Islami Sri Hastuti Sri Meiylani Rejeki Suciani Cahya Bintari Sudrajat, Della Arumnitas suryaningsih Tedi Helmi Tirta Yasa, Muhammad Tirtayasa Tobing, Riski Johanes Lumban Ubaidilah, Asep Udin, Khoerudin Waeno, Mahamadaree Wahyudin, Cecep Winaldi, Ihwan Winawirawan, Giri Wulan Sari Yati, Siti Murni Yofri Haryadi Yuni Wulandari Yuni Wulandari Zenju, Nandang Saefudin Zulfa, Agra Alfin

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