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All Journal International Journal of Humanities and Social Sciences Reviews International Journal of Social Welfare and Family Law
Rudi Hartasetiadi
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Humanities Languange, Linguistic, Communication & Media Social Sciences

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Analysis of Administrative Services at Bumi Ayu Community Health Center UPT, Dumai City Dewi Jannah; Dila Erlianti; Rudi Hartasetiadi; Reza Syahputra Alfandi
International Journal of Humanities and Social Sciences Reviews Vol. 1 No. 1 (2024): February : International Journal of Humanities and Social Sciences Reviews
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijhs.v1i1.584

Abstract

This study aims to analyze the quality of administrative services at UPT Puskesmas Bumi Ayu, Dumai City, as part of primary public health service delivery. Service quality is an important indicator of institutional performance and community satisfaction. This research uses a qualitative approach with data collected through interviews, observation, and documentation. Informants consisted of the head of the health center and a service user selected purposively based on direct involvement in administrative services. The data were analyzed using the Miles and Huberman model, including data reduction, data display, and conclusion drawing. The assessment framework applies five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that administrative services generally perform well, particularly in staff responsiveness, procedural reliability, and empathetic interaction. However, several limitations remain, including limited inpatient room facilities and difficulties among elderly users in understanding the Mobile JKN online registration system. These results suggest that service improvement should focus on strengthening physical infrastructure and enhancing user support for digital service access to improve overall administrative service quality in primary healthcare institutions.
Analysis of Public Service Quality at The Bumi Ayu Lurah Office Fitra Hadi Khaz; Ernita Puspa Dewi; Rudi Hartasetiadi; Rahmihayati Rahmihayati
International Journal of Humanities and Social Sciences Reviews Vol. 1 No. 4 (2024): November : International Journal of Humanities and Social Sciences Reviews
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijhs.v1i4.590

Abstract

Public service is a key aspect of government performance that directly affects community satisfaction. This study examines the quality of public service at the Bumi Ayu Subdistrict Office in Dumai Selatan, Dumai City, using five dimensions: reliability, responsiveness, empathy, tangibles, and assurance. Data were collected through observation, interviews with two informants (one official and one service user), and document review. The findings indicate that public services are generally effective. Staff demonstrate adequate reliability and responsiveness, show empathy in serving the community, provide sufficient facilities to support service activities, and foster public trust through professional conduct. Supporting factors include well-organized service procedures, adequate infrastructure, and attentive staff, while limitations involve dependency on the subdistrict head for document approval, limited staff during peak hours, and some facility constraints. The study highlights the need to improve service timeliness, increase staff availability, and improve facilities to optimize public service delivery. Enhancing training programs for staff and implementing technology solutions for document processing could contribute to further improving service quality. Future research could focus on expanding the scope of public service assessments to include citizen satisfaction and feedback, providing insights into the areas requiring attention for continuous improvement.
Analysis of Public Services in Creating Taxpayer Identifica-tion Number (NPWP) at The Dumai City Primary Tax Ser-vice Office (KPP) Dede Mirza; Rudi Hartasetiadi; Ernita Puspa Dewi; Ajeng Putri Wiharni
International Journal of Humanities and Social Sciences Reviews Vol. 1 No. 4 (2024): November : International Journal of Humanities and Social Sciences Reviews
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijhs.v1i4.591

Abstract

Public service delivery in taxation is a vital function of government in fulfilling citizens' administrative rights, particularly through the issuance of the Taxpayer Identification Number (NPWP). The quality of this service directly influences taxpayer satisfaction, understanding, and trust in tax institutions. This study aims to analyze the quality of public service in NPWP issuance at the Primary Tax Office (KPP Pratama) of Dumai City and to identify supporting and inhibiting factors affecting service implementation. This research employed a descriptive qualitative approach. Data were collected through observations, in-depth interviews with tax officers and taxpayers, and documentation studies. Data analysis was conducted using an interactive model consisting of data reduction, data presentation, and conclusion drawing. The assessment of service quality was based on the SERVQUAL framework developed by Zeithaml and Parasuraman, encompassing five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results show that NPWP issuance services at KPP Pratama Dumai City are generally well implemented. Adequate facilities, adherence to standard operating procedures, responsive officers, data security assurance, and courteous service attitudes support service quality. However, challenges remain, particularly related to limited waiting room capacity during peak periods, varying levels of taxpayer understanding, and the need for clearer procedural information. Continuous improvement in communication, service management, and capacity planning is required to enhance public service quality.
The Role of the Cooperative and Tourism Service (Diskopar) in Tourism Development in Dumai City Rudi Hartasetiadi; Lilis Wahyuni; Ernita Puspa Dewi; Dewi Jannah; Mesi Yendara
International Journal of Social Welfare and Family Law Vol. 1 No. 1 (2024): January : International Journal of Social Welfare and Family Law
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijsw.v1i1.587

Abstract

This study aims to analyze the role of the Department of Youth, Sports and Tourism (Diskopar) Dumai City in tourism development and to identify supporting and inhibiting factors affecting its implementation. The research uses a qualitative descriptive approach with data collected through interviews, observation, and documentation. Informants consisted of a tourism data and information officer at Diskopar Kota Dumai and a community tourism actor. The data were analyzed using an interactive model involving data reduction, data display, and conclusion drawing. The findings show that Diskopar Kota Dumai plays an active role based on three role indicators: institutional position, social expectations, and implementation. The institution is involved not only in policy formulation but also in maintenance, monitoring, training workshops, event organization, and management of public tourism spaces. Supporting factors include regional tourism potential, digital promotion, regulatory documents, and regional budget support. Inhibiting factors include suboptimal maintenance of tourist sites, illegal levies in unmanaged areas, and uneven information access due to limited network coverage. Overall, the role of the Dumai City Diskopar is functioning but still requires strengthening in supervision, facility management, and equitable promotion.
Co-Authors Ajeng Putri Wiharni Dede Mirza Dewi Jannah Dila Erlianti Ernita Puspa Dewi Fitra Hadi Khaz Lilis Wahyuni Mesi Yendara Rahmihayati Rahmihayati Reza Syahputra Alfandi