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All Journal SIMBOL : Jurnal Administrasi Publik dan Pemerintahan JOSAR (Journal of Students Academic Research) Transgenera: Jurnal Ilmu Sosial, Politik dan Humaniora
Sutowo
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Journal : JOSAR (Journal of Students Academic Research)

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QUALITY OF PUBLIC SERVICES IN ISSUING CERTIFICATES OF INDIGENCE AT THE KAWEDUSAN VILLAGE OFFICE Ridha Amrullah , Ahmad; Nuryanti; Sutowo
JOSAR (Journal of Students Academic Research) Vol 9 No 2 (2024): September
Publisher : Universitas Islam Balitar

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Abstract

This study discusses the quality of public service in the issuance of certificates of indigence at the Kawedusan Village Office, Ponggok District, Blitar Regency. The quality of public service can be measured using five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The research was conducted from March to May 2024. This study employs a descriptive method with a qualitative approach, using data collection techniques such as observation, interviews, documentation, and data analysis through triangulation. Informants were selected using purposive sampling. The findings of this study indicate that the quality of public service in the issuance of certificates of indigence (SKTM) at the Kawedusan Village Office meets the tangible dimension, as evidenced by the availability of service tools such as computers and printers, as well as a clean and comfortable service area. The reliability dimension is met through the staff's ability to operate service tools and maintain good service quality standards. The responsiveness dimension is demonstrated by quick, accurate, and responsive service. The assurance dimension is fulfilled by timely service guarantees and service legality assurance. The empathy dimension is evidenced by the friendly, polite, and respectful attitude of the staff in providing service, valuing each applicant who comes in, and prioritizing the applicant's needs. This research highlights the importance of internet-based programs such as electronic queuing systems and online service applications to enhance efficiency and accuracy in service delivery.
The Implementation of Good Governance Principles in Permit Issuance Services (Study at the Intelligence Security Unit, Blitar City Police Resort) Ameilia Nugraha, Rizki; Asih Wiludjeng, Ferida; Sutowo
JOSAR (Journal of Students Academic Research) Vol 9 No 2 (2024): September
Publisher : Universitas Islam Balitar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35457/josar.v9i2.3923

Abstract

This research is motivated by the lack of public understanding regarding the procedures and requirements for the issuance of permits at the intelligence security unit of the Blitar City Police Resort. This study uses a descriptive method, employing Sedarmayanti's theory of good governance principles, which include accountability, transparency, participation, and the rule of law. The study's findings show that, on the whole, good governance concepts have been applied effectively when issuing licenses. The supporting factors for the implementation of good governance principles in the issuance of permits include human resources, public participation, equipment, as well as organization and management. However, there are some obstacles in the implementation of good governance principles in the issuance of permits, consisting of internal and external factors.
Co-Authors Ameilia Nugraha, Rizki Anjarwati, Sulistyo Asih Wiludjeng, Ferida Desika Erna Yuliati Diantanti, Novita Putri Ferida Asih Wiludjeng Kusumaningtyas, Mareisa Novita Sari Nuryanti Ridha Amrullah , Ahmad