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All Journal Katalogis Sosiohumaniora Jurnal Kebijakan Publik Academica Jurnal Penelitian Pendidikan IPA (JPPIPA) Jurnal Pemikiran Sosiologi Politik Indonesia: Indonesian Political Science Review BJRA (Bongaya Journal of Research in Accounting) AL-TANZIM : JURNAL MANAJEMEN PENDIDIKAN ISLAM Jurnal Review Pendidikan dan Pengajaran (JRPP) JURNAL EDUKASI NONFORMAL PINISI Discretion Review Journal of Public Administration and Government (JPAG) Jurnal Syntax Imperatif : Jurnal Ilmu Sosial dan Pendidikan Tax Literacy and Leadership Agility: Indigenous Peoples Awareness in Paying Taxes Jurnal ADMINISTRATOR Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan International Journal of Social Science, Education, Communication and Economics PARADIGMA QISTINA: Jurnal Multidisiplin Indonesia Indonesian Research Journal on Education Journal of Education Religion Humanities and Multidiciplinary Jurnal Novem Medika Farmasi Journal of Innovative and Creativity JURNAL MULTIDISIPLIN ILMU AKADEMIK
Mustainah Mappatoba
Department Of Public Administration, Faculty Of Social And Political Science, Tadulako University, Palu, Indonesia
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Quality of Service for the Issuance of Certificates for the First Time at the Land Office of Donggala Regency M. Mau, Rusli; Nuraisyah, Nuraisyah; Haryono, Dandan; M, Mustainah; Suasa, Suasa
International Journal of Social Science, Education, Communication and Economics Vol. 3 No. 5 (2024): December
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/sj.v3i5.424

Abstract

The purpose of this study is to Determine the Quality of Service for the First Time Certificate Issuance at the Donggala Regency Land Office. Qualitative method as the basis of the research, the object of the research is the quality of the service of the First Time Certificate Issuance at the Donggala Regency Land Office, while the research subject involves the apparatus that serves the service process as the target of analysis. Informants are selected based on the Purposive Sampling technique. Data collection is carried out through literature studies, field studies (observation and interviews), data analysis is carried out inductively through the stages of reduction, presentation, and conclusion. Based on the results of the research, the quality of the first certificate issuance service at the Donggala Regency land office is as follows: The Dimension of Precision Has Been Running Quite Effectively However, the Dimension of Speed Has Not Been Effective, the Dimension of Convenience Has Not Been Fully Effective, and the Dimension of Justice Has Not Been Fully Effective. In conclusion, the quality of the service for the issuance of certificates for the first time at the Donggala Regency Land Office has not been effective.
Framework for Managing Multicultural Based Islamic Education in Schools Salim, Nur Agus; Mustainah, Mustainah; Cakranegara, Pandu Adi; Susanto, Moh.Rusnoto; Suasa, Suasa
JURNAL AL-TANZIM Vol 7, No 1 (2023)
Publisher : Nurul Jadid University, Probolinggo, East Java, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33650/al-tanzim.v7i1.4660

Abstract

This study aims to analyze the management framework of multicultural-based Islamic religious education in elementary schools. This study uses a qualitative approach with a phenomenological approach. The locus of this research is SDN 1 Kota Bangun. To obtain data, the authors conducted interviews, observations, and documentation. Data reduction procedures, data presentation, and concluding analyzed the collected data. The study results show that the management of multicultural-based Islamic Religious Education learning must be carried out by planning, implementing and evaluating learning that is carried out in totality, integrated, involving all parties and is sustainable to provide optimal results. This research has implications for the importance of religious moderation education from an early age to anticipate students' exclusive and intolerant attitudes.
TRANSFORMATION OF PUBLIC SERVICES: PROBLEM OR SATISFACTION M, Mustainah; Erdiyansyah, Erdiyansyah
Jurnal Review Pendidikan dan Pengajaran Vol. 7 No. 2 (2024): Volume 7 No. 2 Tahun 2024
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jrpp.v7i2.27473

Abstract

Kajian mengenai transformasi pelayanan publik atau e-Government masih terbatas di Indonesia, khususnya di Kota Palu. Oleh karena itu, penting untuk melakukan studi semacam itu untuk berkontribusi pada administrasi publik. Penelitian ini bertujuan untuk mengidentifikasi transformasi pelayanan publik (e-Government) di Kota Palu. Penelitian ini menggunakan pendekatan kuantitatif dan populasinya adalah masyarakat di Kota Palu. Sampelnya adalah masyarakat yang dilayani di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Palu. Data dikumpulkan melalui observasi, angket, dan dokumentasi. Data kemudian dianalisis menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa pemerintahan elektronik (e-Government) dan kualitas layanan elektronik berpengaruh terhadap kepuasan pengguna layanan elektronik. Hal ini menunjukkan bahwa kepuasan pelayanan elektronik dapat diperoleh melalui penerapan transformasi pelayanan publik yang meliputi e-Government dan kualitas pelayanan elektronik. Transformasi pelayanan publik ini memberikan manfaat kepada masyarakat dengan pelayanan yang cepat, mudah, dan adil bahkan menghentikan potensi perilaku birokrasi yang tidak etis.
PERFORMANCE OF VILLAGE APPARATUS: CASE STUDY LEMPE VILLAGE OFFICE IN DAMPAL SELATAN DISTRICT, TOLI-TOLI DISTRICT Mustainah, Mustainah
SIBATIK JOURNAL: Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Vol. 3 No. 1 (2023): December
Publisher : Penerbit Lafadz Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/sibatik.v3i1.1817

Abstract

The aim of this research is to find out how the Village Officials perform at the Lempe Village Office, South Dampal District, Toli-Toli Regency. The method in this research is descriptive qualitative. The types of data used in this research are primary data and secondary data. The data collection technique in this research is by observation, interviews accompanied by direct documentation. There were 5 informants in this research, namely, the Village Head, Village Secretary, and 3 village residents. According to Suyadi Prawirosentono, the theory used in this research consists of 4 indicators, namely, Effectiveness, Responsibility, Discipline and Initiative. Based on the research results obtained, it can be concluded that the performance of village officials at the Lempe Village Office, South Dampal District, Toli-Toli Regency is quite good. It's just that there are still some things that are still not optimal, such as there are still officers who lack discipline in terms of time discipline. Many officers are late for work and some are found not to be at work during working hours. Lempe Village officials still show a lack of initiative in providing input or ideas or suggestions that are useful for developing progress in the Lempe Village office, this is due to the shame factor of young officials who actually have input, suggestions and ideas but didn't dare to say it.
THE EFFECTIVENESS OF OFFICE MANAGEMENT SYSTEMS IN POSO KOTA DISTRICT Nuraisyah, Nuraisyah; Haryono, Dandan; M, Mustainah; Nofitri, Nofitri; Mertina, Serly; Kristian, Kristian; Rivai, Abdul
SIBATIK JOURNAL: Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Vol. 3 No. 10 (2024): September
Publisher : Penerbit Lafadz Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/sibatik.v3i10.2352

Abstract

This study aims to explore and analyze the effectiveness of office management systems in Poso Kota District, focusing on goal achievement, departmental integration, and adaptation to change. Using a qualitative descriptive approach, the study describes, analyzes, and interprets current conditions in Poso District, Poso Regency. The research was conducted over one fiscal year using primary data from in-depth interviews and systematic observations, as well as secondary data from literature and official documents. Informants were selected purposively based on their understanding of the phenomenon under study. The research instruments included interview guidelines and the researcher as the main instrument. Data analysis followed an interactive model, encompassing data collection, condensation, presentation, verification, and conclusion drawing. Findings indicate that despite structured steps to manage policy and technological changes, the office management system faces significant challenges in achieving administrative efficiency, optimal public service, effective integration between departments, and adaptation to a dynamic work environment. In terms of the three main dimensions—goal achievement, integration, and adaptation—the office management system in Poso Kota District still requires improvements in internal communication, enhanced use of information technology, and staff training to optimize operations and organizational responsiveness.
Pelayanan Pembuatan E-KTP Pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sigi Devina, Adhe; Ardianti, Meri; Lufira, Lufira; Putri, Azmi Mardia; Nurhayati, Nurhayati; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan; Borman, Mohammad Riski
PARADIGMA : Jurnal Administrasi Publik Vol. 4 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/paradigma.v4i2.77

Abstract

This study aims to evaluate the quality of services in issuing Electronic Identity Cards (e-KTP) at the Department of Population and Civil Registration of Sigi Regency based on the five dimensions of service quality in the SERVQUAL model: tangibles, reliability, responsiveness, assurance, and empathy. This research employs a qualitative approach with a descriptive type. Data were collected through observations, interviews, and documentation involving service officers and community members who were in the process of obtaining an e-KTP. Data analysis was conducted through data reduction, data presentation, and conclusion drawing using Miles and Huberman’s analytical technique. The results indicate that the quality of e-KTP services in Sigi Regency has not been fully optimal. In the tangibles dimension, service facilities are considered adequate; however, the waiting room is still narrow and uncomfortable, making it unable to accommodate the number of applicants during peak service hours. In the reliability dimension, services follow established procedures, but the stability of the Population Administration Information System (SIAK) network often experiences disruptions, slowing down the recording and printing processes of e-KTPs. In the responsiveness dimension, officers are deemed responsive and provide clear guidance to the public, although the speed of service completion is highly influenced by network conditions. In the assurance dimension, officers possess the necessary competence, behave politely, and are able to provide a sense of security through open and informative explanations of procedures. Meanwhile, in the empathy dimension, officers demonstrate a friendly attitude, are non-discriminatory, and provide attention to the needs of the community. The conclusion of this study shows that although officers have provided fairly good services, several aspects still need improvement, particularly regarding the enhancement of physical facilities and optimization of the SIAK network. More comprehensive improvement efforts are required so that e-KTP services in Sigi Regency can run more effectively, comfortably, and meet public service quality standards.
Kualitas Pelayanan Administrasi Pasien Di Puskesmas Singgani Kota Palu Rahman, Fathur; Maryam, Sinta; Agil, Muhammad; Desy, Desy; Adji, Vita Adonia; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan; Borman, Mohammad Riski
PARADIGMA : Jurnal Administrasi Publik Vol. 4 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/paradigma.v4i2.78

Abstract

This study aims to analyze the quality of patient administration services at Singgani Health Center in Palu City using the five dimensions of SERVQUAL approach (tangibles, reliability, responsiveness, assurance, and empathy). Health centers as primary health care facilities require optimal administrative systems to support smooth health service delivery to the community. This research employs a descriptive qualitative method with data collection techniques through in-depth interviews, observation, and documentation. Research informants consisted of administrative staff, head of administration, and patients selected through purposive sampling. Data analysis used the Miles and Huberman model including data reduction, data presentation, and conclusion drawing. The results showed that the quality of administrative services has generally been running well with the dimensions of reliability, responsiveness, assurance, and empathy showing positive performance. Administrative staff were assessed as responsive, friendly, meticulous in recording, and able to provide special attention to patients. However, the tangibles dimension still requires improvement, especially regarding the comfort of the waiting room during increased patient volumes. This study recommends optimization of physical infrastructure, enhancement of human resource capacity, development of queue management systems, and strengthening of periodic service monitoring and evaluation
Pelayanan Pemadaman Api Dinas Pemadam Kebakaran dan Penyelamatan Kota Palu Safana, Nabila; Septiara, Siti Anadya; Asran, Asran; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan
PARADIGMA : Jurnal Administrasi Publik Vol. 4 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/paradigma.v4i2.82

Abstract

This study aims to analyze the quality of fire extinguishing services provided by the Palu City Fire and Rescue Service based on SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The research method used is descriptive qualitative with data collection techniques through interviews, observation, and documentation. The results show that the service provided by Palu City Fire and Rescue is generally responsive and professional, especially in terms of reliability and responsiveness. However, there are still challenges in the availability of facilities and infrastructure, accessibility in public spaces, and community awareness regarding the priority of emergency vehicles. The main supporting factors are the competence and spirit of the personnel, government support, and inter-agency coordination. This research recommends improving facilities, conducting regular training, and socializing to the community to enhance the standard of public service by Palu City Fire and Rescue in disaster management
Implementasi  Kebijakan Program Keluarga Harapan Studi Di Kelurahan Taipa Dwitama, Rezdha; Anesyana, Dewi parwati; Juniani, Hanifa; Safitri, Aura Ramadhani; Riyanti, Rivani Arva; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan
PARADIGMA : Jurnal Administrasi Publik Vol. 4 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/paradigma.v4i2.83

Abstract

Program Keluarga Harapan (PKH) adalah program pemberian bantuan sosial bersyarat dari pemerintah Indonesia yang bertujuan untuk mengentaskan kemiskinan dan meningkatkan kualitas hidup keluarga miskin melalui akses pendidikan, kesehatan, dan perlindungan sosial. Program Keluarga Harapan (PKH) berperan penting dalam memperbaiki kesejahteraan masyarakat miskin dengan menstimulasi perubahan cara hidup agar lebih mandiri dan produktif. Di Sulawesi Tengah, khususnya di Kelurahan Taipa, program ini mendapat perhatian sebagai bagian dari upaya peningkatan kesejahteraan sosial masyarakat setempat. Kelurahan Taipa merupakan salah satu wilayah yang menjadi lokasi pelaksanaan Program Keluarga Harapan. Meskipun program ini telah berjalan selama beberapa tahun, masih terdapat berbagai permasalahan yang berpotensi menghambat efektivitasnya. Sebagian masyarakat penerima menilai bahwa pelayanan dalam hal pengurusan administrasi, penyaluran bantuan, dan pendampingan belum sepenuhnya optimal. Hal ini dapat disebabkan oleh keterbatasan sumber daya pendamping, kurangnya sosialisasi yang efektif, ataupun kendala teknis dalam pelaksanaan program. Di Kelurahan Taipa, Program Keluarga Harapan diimplementasikan melalui koordinasi antara pemerintah daerah, Kecamatan Palu Utara, dan kelurahan setempat dengan fokus pada keluarga yang memiliki anak sekolah, ibu hamil, atau lansia, karena keluarga di wilayah ini tergolong miskin dan berhak menerima Program Keluarga Harapan. Penelitian ini menggunakan penelitian kualitatif deskriptif. Hasil penelitian diketahui, dalam pelaksanaannya pelaksanaan Program Keluarga Harapan (PKH) yang dilakukan di kelurahan Taipa Kota Palu Barat yang bertujuan untuk mengentaskan kemiskinan dan meningkatkan kualitas hidup keluarga miskin melalui akses pendidikan, kesehatan, dan perlindungan sosial.
Studi Komparatif Kualitas Pelayanan Publik di kota Palu dan Kota Batu Matimpas, Daniel Charis; Toneke, Meyriska Chatrine; Maulidina, Cantika; Rahma, Deslya Wati; Rafli, Moh; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan
PARADIGMA : Jurnal Administrasi Publik Vol. 4 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/10.55100/paradigma.v4i2.84

Abstract

Penelitian ini melakukan analisis komparatif kualitas pelayanan publik di Kota Palu dan Kota Batu menggunakan model SERVQUAL dengan lima dimensi: tangibilitas, reliabilitas, responsivitas, jaminan, dan empati. Melalui pendekatan kualitatif deskriptif dengan studi kasus ganda, observasi partisipan, wawancara mendalam, dan analisis dokumen di lokasi seperti Citraland, Mantantimali, Museum Palu, Santera, Bromo, Jatim Park 1, serta mall setempat, hasil menunjukkan Kota Batu unggul secara keseluruhan berkat fasilitas modern interaktif, konsistensi layanan, respons petugas yang sigap, profesionalisme tinggi, dan empati personal yang kuat. Sebaliknya, Kota Palu menghadapi kendala infrastruktur pascabencana, sikap petugas kurang seragam, dan keterbatasan SDM yang menurunkan kepuasan pengunjung. Faktor penyebab perbedaan meliputi kematangan kebijakan daerah, manajemen SDM, infrastruktur, dan peran stakeholder, dengan rekomendasi peningkatan untuk Palu melalui pelatihan aparatur, optimalisasi fasilitas, dan kolaborasi lintas sektor guna menyamai standar Batu
Co-Authors Abdul Rivai Abu Rizal Bakri Abu Tjaiya Adji, Vita Adonia Adriansa, Muhammad Wandi Alamsyah, Andri Amalia, Miftah Amalia, Rezki Amir, Andi Mascura Andi Mascunra Amir Andini, Reski Anesyana, Dewi parwati Ardianti, Meri Arifuddin Arifuddin Asran, Asran Aura, Audietya Chantieka Azis, Fatimah Azwar Azwar Bakri, Nuraini Borman, Mohammad Riski Cakranegara, Pandu Adi Dandan Haryono Daswati Daswati Desy Desy, Desy Devina, Adhe Diva, Diva Dwitama, Rezdha ERDIYANSYAH, ERDIYANSYAH Fachrul Alfajar Fani Fani Farah, Farahnida Kamdayani Fatahillah, Raihan Fathur Rahman Fatmawati Fatmawati Friscia Novianti Setiawan Hardianti, Dina Haris Haris, Haris I Wayan Indrawan Indah Amalia Intam Kurnia Intan Intan Isbon, Pageno Juniani, Hanifa Kristian, Kristian Kurniawan, Rendy Kusuma, Elvina Zerlinda Lufira, Lufira M. Mau, Rusli Manda, Manda Mardhatilla, Zakia Mastang, Mastang Matimpas, Daniel Charis Maulidina, Cantika Mertina, Serly Moh. Royfandi Mohammad Arief Bachtiar Mohammad Irfan Mufti Mufidah, Sitti Muh Rafi Muh. Nawawi MUHAMMAD AGIL Muhammad Khairil Muhammad Nawawi Muliana, Hanana Musdalifa Musdalifa Muthia Muthia Muthia, Muthia Muzakir Tawil Nabilla, Desyha Nawawi Natsir Nirwana, Dewi Sri Noer, Sitti Fauzia Nofitri, Nofitri Nur Agus Salim, Nur Agus Nur Ida Nuraisyah Nuraisyah Nurhayati Nurhayati Pratiwi, Komang Senja Putra Pratama Putri, Azmi Mardia Putri, Tenri Ayulia Rafli, Moh Rahma, Deslya Wati Risal L, Franciscus Saveris Riskiyani, Riskiyani Riyadi Slamet, Riyadi Riyanti, Rivani Arva Royna, Nanda Aprilia Safana, Nabila Safitri, Aura Ramadhani Sahruni, Dian Samad, Muhammad Ahsan Septiara, Siti Anadya Shadiq Shadiq Sikki, Rais Sinta Maryam, Sinta Siti Nur Aziza Suasa Suasa Suci Handayani, Suci Sudirman Sulaiman, Ilma Rafidah Sulthan Zainuddin Sumalki, Sumalki Susanto, Moh.Rusnoto Syaharuddin Syahruddin Hattab syufri syufri Tala’a, Nadia I Toneke, Meyriska Chatrine Veronika, Indah Zulvina