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All Journal Katalogis Sosiohumaniora Jurnal Kebijakan Publik Academica 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) Pena Justisia: Media Komunikasi dan Kajian Hukum 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 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
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Social Sciences Other

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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.
From Policy to Practice: Analyzing the Implementation of the Complete Systematic Land Registration in Palu City, Central Sulawesi Syariatudin, Syariatudin; Daswati, Daswati; Ahsan, Sitti Chaeriah; Hattab, Syahruddin; Mustainah, Mustainah
Pena Justisia: Media Komunikasi dan Kajian Hukum Vol. 22 No. 001 (2023): Pena Justisia (Special Issue)
Publisher : Faculty of Law, Universitas Pekalongan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31941/pj.v22i3.5015

Abstract

The study investigates the implementation of the Complete Systematic Land Registration (Indonesia: Pendaftaran Tanah Sistematis Lengkap/PTSL) policy in Palu City, Central Sulawesi Province. The research is qualitative, utilizing purposive sampling to select five key informants. Data collection was conducted through observations, in-depth interviews, and document analysis. Data analysis followed the Miles and Huberman approach, involving data editing, verification, and drawing conclusions. The findings, framed within Van Meter and Van Horn's theoretical model, reveal six key dimensions of policy implementation: (1) Standards and Targets, with positive community response, particularly in land certification; (2) Resources, with adequate human resources but suboptimal financial support; (3) Inter-organizational Communication and Activity Strengthening, marked by effective collaboration among related institutions; (4) Characteristics of Implementing Agents, with National Land Office (Indonesia: Badan Pertanahan Nasional (BPN) Palu City as the technical executing body; (5) Socio-Economic and Political Conditions, reflecting supportive social environments but financial constraints and regulatory challenges; and (6) Implementor Disposition, highlighting the positive reception of PTSL, which contributes to the empowerment of local communities and suggests potential for future expansion in other regions.
Agrarian Reform and Land Redistribution in Palu City: Addressing Post-Disaster Challenges Ano, Jusuf; Daswati, Daswati; Ahsan, Sitti Chaeriah; Hattab, Syahruddin; Mustainah, Mustainah
Pena Justisia: Media Komunikasi dan Kajian Hukum Vol. 22 No. 001 (2023): Pena Justisia (Special Issue)
Publisher : Faculty of Law, Universitas Pekalongan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31941/pj.v22i3.5016

Abstract

This study investigates the implementation of agrarian reform policy in Palu City, Central Sulawesi Province. Adopting a qualitative research design, the study involved purposive sampling of five key informants. Data were collected through a combination of observation, in-depth interviews, and documentation, and analyzed descriptively. The findings, analyzed through the lens of Merilee S. Grindle's theory, identify two critical factors: the content of the policy and the context of its implementation. Regarding policy content: (1) The interests of both the implementers and the target groups—primarily the local community—were found to remain largely unaffected, socially and economically, as evidenced by the absence of opposition to the agrarian reform policy; (2) The benefits associated with the policy, particularly in enhancing community welfare through the establishment of agrarian reform villages, were perceived as significant; (3) The anticipated changes, such as the acquisition of new knowledge and skills by the community, were achieved; (4) The role of policymakers has been effectively institutionalized, as demonstrated by the Mayor’s Decree on the Agrarian Reform Task Force (GTRA), which has successfully engaged relevant stakeholders; (5) Despite encountering some challenges, the implementation of the agrarian reform policy has progressed effectively; (6) The resources allocated, particularly those from the Palu City Land Office, have been utilized optimally. In terms of the implementation context: (1) The power dynamics, interests, and strategies of the involved actors have been pivotal in driving the successful realization of the policy’s objectives; (2) The characteristics of the institutions and authorities involved have provided robust support for the policy’s implementation in Palu City; (3) Compliance and responsiveness within the implementation framework have been optimized, reflecting a strong commitment and support from the Palu City Government. The study concludes that the implementation of agrarian reform policy in Palu City has been effective and well-coordinated.
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
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 Ano, Jusuf Ardianti, Meri Arifuddin Arifuddin Asran, Asran Aura, Audietya Chantieka Bakri, Nuraini Borman, Mohammad Riski Cakranegara, Pandu Adi Dandan Haryono Dandan Haryono Daswati Daswati Desy Desy, Desy Devina, Adhe Diva, Diva Dwitama, Rezdha Erdiyansyah, Erdiyansyah Fachrul Alfajar Fani Fani Fatahillah, Raihan Fathur Rahman Fatmawati Fatmawati Friscia Novianti Setiawan Hardianti, Dina I Wayan Indrawan Indah Amalia Intam Kurnia Intan Intan 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 Mufidah, Sitti Muh Rafi Muh. Nawawi MUHAMMAD AGIL Muhammad Khairil Muhammad Nawawi Muthia Muthia Muzakir Tawil Nabilla, Desyha Nawawi Natsir Nirwana, Dewi Sri Nofitri, Nofitri Nur Agus Salim, Nur Agus 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 Riyanti, Rivani Arva Royna, Nanda Aprilia Safana, Nabila Safitri, Aura Ramadhani Samad, Muhammad Ahsan Septiara, Siti Anadya Shadiq Shadiq Sikki, Rais Sinta Maryam, Sinta Siti Nur Aziza Sitti Chaeriah Ahsan Suasa Suasa Suci Handayani, Suci Sudirman Sulthan Zainuddin Sumalki, Sumalki Susanto, Moh.Rusnoto Syahruddin Hattab Syariatudin, Syariatudin syufri syufri Tala’a, Nadia I Toneke, Meyriska Chatrine Veronika, Indah Zulvina