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MANAJEMEN STRATEGI PARIWISATA DALAM KETAHANAN PEREKONOMIAN PADA MASA PANDEMI COVID-19 OLEH DINAS PARIWISATA, KEPEMUDAAN, DAN OLAHRAGA KABUPATEN MOJOKERTO (STUDI PADA UBALAN WATERPARK) Novrima Wahyu Danarsasi; Meirinawati Meirinawati
Publika Vol 10 No 1 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n1.p43-58

Tourism is a significant economic sector in Indonesia. Mojokerto Regency, East Java, is one place with good tourism potential that deserves to be utilised as a tourist destination. COVID-19's existence has impacted tourism development and economic progress in the tourism sector. Based on the existing issues, the Mojokerto Regency Department of Tourism, Youth, and Sports is attempting to develop a strategy to address the impact of the Covid-19 epidemic on the tourism sector. The goal of this study is to look at the Department of Tourism, Youth, and Sports of Mojokerto Regency's strategic management of the tourism sector in the context of economic resilience during the pandemic. The theory in Fred.book, R.David's (2011) on Strategic Management, especially strategy formulation, strategy implementation, and strategy evaluation, is the topic of the research. The research approach used in this study is descriptive qualitative research. Interviews, documentation, and observation are all used to acquire data. Data collection, data reduction, data display, and conclusion drawing/verification were all done in real time during qualitative data analysis. The research findings on the topic of strategy formation are generally positive, albeit there are some flaws. Managers are provided training and coaching to help them improve their skills as part of the implementation. During the pandemic, when tourism objects were opened, Disparpora and Ubalan's strategies included the implementation and supervision of strict health protocols, tourism promotion, and the use of IT and media, which were already quite good; the only problem was that Ubalan's social media had little content. The adoption of the strategy can gradually enhance tourist visits during the assessment stage, albeit this has not been maximized because the quota for tourist attraction visitors is still limited. Building Ubalan social media material, socializing the "Tourism Information Center," doing routine training and implementing reward and punishment, and developing online marketing techniques are among the proposals made. Keywords: Strategic Management, Tourism, Disparpora

INOVASI PELAYANAN NING YAONAH (NIKMATNYA NGANTRI DAN PELAYANAN ONLINE MUDAH) UNTUK MENCIPTAKAN KEPUASAN MASYARAKAT OLEH DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN JOMBANG Saputri Saputri; Meirinawati Meirinawati
Publika Vol 10 No 1 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n1.p123-134

Publik agencies develop to provide satisfaction for the community through innovations to match the expectations of the community. One of them is innovation in technology. The implementation of public service innovations in the form of population administration in Jombang Regency is realized in a system called Ning Yonah. The inauguration of the online system took place in 2021 against the backdrop of the Covid-19 pandemic and wanting to make it easier for the public to apply for a system that can access the entire service process. However, in the process, several complaints were encountered by the community, such as obstacles to technological stuttering and procedures for using it. The purpose of the study was to explain the innovation of the service Ning yaonah to create community satisfactoin by service Ning Yaonah to create community satisfactoin by the population and civil regristry office of Jombang regency. The theory in research uses the stages of innovation according to Sherwood. Data collectoin techniques using observation, interviews, and documentation. The interview subject were employees of the Jombang regency population and civil regristry office. Data analysis consists of data collection, reduction, presentation, and drawing conclusions. The result of the research based on Sherwood, produced the ideas, Ning Yaonah is an innovation product from the pupulation and civil regristration office of Jombang regency, which was born against the backdrop of the Covid-19 pandemic and is an effort to update existing applications. Evaluating the idea, the existence of Ning Yaonah meets the needs and expectations of the community compared to services carried out directly at the Jombang regency population and civil regristry office. Implementation of the idea, the population and civil regristry office of Jombang regency carried out socialization efforts to the community in stages, both directly and through social media so that it was right on target and the public could easily use it. Keywords: Public service, Innovation, Ning Yaonah

KUALITAS PELAYANAN PENGIRIMAN POS KILAT KHUSUS DI PT POS KEBONROJO SURABAYA Nurlita Wulansari; Meirinawati Meirinawati
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p457-470

Service is a form of public service. Currently the services that are often used are in the form of goods delivery services. Deposit service providers are activities carried out to receive, carry and or deliver certain types of postal letters, packages and money from the sender to the recipient at a fee. PT Pos Indonesia is one of the State-Owned Enterprises engaged in the delivery of goods / courier services. PT Pos Indonesia (Persero) offers various services for sending letters or documents, money, goods and packages. A complaint was found on the special express post delivery service with an estimate of only 2 days but until December 14, 2019 it had not yet arrived at the destination address. This study aims to determine the quality of the express mail delivery service of PT Pos Indonesia Kebonrojo Surabaya. The type of research in this research is descriptive with a qualitative approach. Data collection techniques in this research are through observation, interviews, documentation studies, literature studies which are processed and produce answers. Data analysis techniques carried out include data collection, data reduction, data presentation and drawing conclusions or verification. Based on the results of the research on the Quality of Special Express Post Delivery Services at PT Pos Indonesia Kebonrojo Surabaya seen from Kotler and Keller 2016 about five dimensions of service quality, namely physical evidence, reliability, responsiveness, assurance and empathy. Dimensions of physical evidence, the existing facilities in the room have been met. There are no excessive complaints about the facilities and comfort of the room provided. Dimensions of reliability, employees are able to provide and deliver the promised services in a timely and reliable manner. Delivery of goods made is in accordance with the SOP and delivered in accordance with the estimated time promised. Dimensions of responsiveness, employees are able to create good communication and the fast and responsive attitude given by employees makes consumers trust and be loyal to services. Dimensions of guarantee, consumers get a guarantee in accordance with the SOP. Consumers are guaranteed with insurance and employees do not lose consumers. Dimensions of empathy, consumers feel very helped by the services provided. The services provided are also in accordance with the expectations intended by consumers. The special express post delivery service at PT Pos Indonesia Kebonrojo Surabaya as a whole is in accordance with consumer expectations, as evidenced by prioritizing service quality and paying attention to the needs and complaints of consumers who have been loyal and trusted with special express post delivery services at the Kebonrojo Post Office Surabaya. Employees should use identification cards, pay attention to health protocols and provide queue numbers so that they are neat and in accordance with the order. Keywords:Quality of Service, Special Express Postal Delivery, Qualitative

KUALITAS PELAYANAN PUBLIK UNTUK MENINGKATKAN KEPUASAN MASYARAKAT DI KANTOR KELURAHAN BULAK BANTENG KOTA SURABAYA Miftahul Miftahul; Meirinawati Meirinawati
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p515-526

The Village Office is one of the agencies that has an important role in providing quality services to every community. But the fact is that until now there are still many people who complain about the services provided by employees at the Bulak Banteng Village Office, Surabaya City. The problems that exist are poor service, length of services process until there is no solutions related to problems experienced by the community during the services process. This study aims to describe the quality of public sevices to increase community satisfaction in the Bulak Banteng Village Office, Surabaya City by using the six indicators proposed by Mahmudi which include, transparency, accountability, conditional, participatory, non-disriminatory, balance of rights and obligations. The study uses adescriptive research method with a qualitative approach. Data collection techniques in this study used interview techniques, observation, literature studies from books, journals and documentation studies, whilw to analyze data using the Miles And Huberman model. The results showed that the quality of service provided by employees at the Bulak Banteng Village Office in Surabaya was good, starting from the openness of employees in explaining information, employee responsibilities in completing tasks to the responsiveness of employees to solve community problems during the service process. Keywords: Public service, Public quality, Society statisfaction

INOVASI PROGRAM DESA SIAP DAN LANCIP (LAYANAN CEPAT, EMPATIK, DAN PRO AKTIF) DI DESA LOWAYU KECAMATAN DUKUN KABUPATEN GRESIK Dandi Syifa Al Karimi; Meirinawati Meirinawati
Publika Vol 10 No 4 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n4.p1101-1110

The development of technology has made government officials begin to develop public services, one ofwhich is in Lowayu village, Dukun sub-district, Gresik Regency through the Ready and Taper VillageProgram. This program offers a number of services related to population administration that can becompleted at the village level, so that people do not need to come directly to the Dispendukcapil Officein Gresik Regency. The purpose of this study is to describe the Ready and Taper Village ProgramInnovations in Lowayu village. The focus of this research uses the theory by Bugge et al (2018). Datacollection techniques using interview techniques, documentation, and observation. The research focusanalysis refers to the success factors of an innovation in the public sector consisting of 6 (six) indicatorsincluding governance and innovation; source of ideas for innovation; innovation culture; capabilitiesand tools; goals, outcomes, drivers, barriers; and collect single information data. The results of the studyshow, from the governance and innovation indicators that the regulatory system or policy used is inaccordance with the predetermined rules. Sources of innovation ideas are obtained from internalorganizations and external organizations. The culture of innovation provides convenience to thecommunity in managing population administration which can be completed at the village level.Innovation capabilities and tools have good performance and functionality, supported by competentresources and complete facilities. Indicators of goals and outcomes are shortening the distance ofpopulation administration services from the apparatus to the community, the obstacle experienced isthat there are still many people who do not know the requirements proposed in the process of populationadministration services in the Ready and Taper Village program. Meanwhile, collecting singleinformation data is carried out through socialization to the community. Keywords: Public Service, Program Innovation, Population Administration, Ready and Taper Village.

Analisis Kualitas Pelayanan pada Coworking Space di East Java Super Corridor (EJSC) Badan Koordinasi Wilayah Pemerintahan dan Pembangunan (BAKORWIL) II Bojonegoro Tatha Pratamawati; Meirinawati Meirinawati
Politika Progresif : Jurnal Hukum, Politik dan Humaniora Vol. 2 No. 1 (2025): Maret: Politika Progresif : Jurnal Hukum, Politik dan Humaniora
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/progres.v2i1.1406

The East Java Provincial Government established the East Java Super Corridor (EJSC) in five regions, including Bojonegoro Regency, to provide coworking spaces for the public. EJSC Bakorwil Bojonegoro is the only coworking space in the area, making it essential to offer high-quality services. This study aims to describe the service quality of the coworking space at EJSC Bakorwil Bojonegoro using a descriptive qualitative method. This research focuses on the five service quality indicators proposed by Kotler and Keller (2016): reliability, responsiveness, assurance, empathy, and tangibles. Data were collected through interviews, observations, documentation, and literature studies, with data analysis involving collection, reduction, presentation, and conclusion drawing. The findings indicate that the service quality of the coworking space at EJSC Bakorwil Bojonegoro is generally satisfactory. Reliability is reflected in the provision of free facilities that support user productivity. However, responsiveness still faces challenges in terms of timely responses to complaints and the flexibility of operating hours. Assurance has been established through effective communication, although staff professionalism needs improvement. Empathy is demonstrated through warm and responsive interactions between management and users. Tangibles indicate that the available facilities are adequate, but some shortcomings remain, such as limited parking space and suboptimal workspace arrangement.

KUALITAS PELAYANAN APLIKASI JAMINAN KESEHATAN NASIONAL MOBILE DI PUSKESMAS SEKARDANGAN KABUPATEN SIDOARJO Rahma Devi Safitri; Meirinawati Meirinawati
Triwikrama: Jurnal Ilmu Sosial Vol. 7 No. 7 (2025): Triwikrama: Jurnal Ilmu Sosial
Publisher : Cahaya Ilmu Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.6578/triwikrama.v7i7.11583

Salah satu implementasi pelayanan digital di Kabupaten Sidoarjo adalah pemanfaatan aplikasi Jaminan Kesehatan Nasional (JKN) Mobile yang diterapkan di berbagai fasilitas kesehatan seperti Puskesmas. Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan aplikasi JKN Mobile di Puskesmas Sekardangan Kabupaten Sidoarjo. Penelitian ini menggunakan metode kualitatif dengan pendekatan deskriptif untuk menganalisis dan mengidentifikasi pengalaman dan kendala pengguna aplikasi JKN Mobile di wilayah Sekardangan. Fokus penelitian menggunakan indikator E-Government Quality oleh Fietkiewicz, Mainka, dan Stock dalam 5 dimensi: Information Disseminetion, Communication, Transaction, Integration, Participation. Teknik pengumpulan data yang digunakan adalah wawancara, observasi, dan dokumentasi, sedangkan analisis data dilakukan dengan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa meskipun aplikasi JKN Mobile memiliki potensi dalam meningkatkan pelayanan aplikasi, ditemukan bahwa masih memiliki kendala dalam penggunaannya. Information Disseminetion yang disediakan cukup informatif, tetapi sulit diakses oleh masyarakat kurang paham teknologi. Communication dalam aplikasi cukup membantu, namun prosesnya terbelit-belit. Transaction seperti pengajuan rujukan masih manual, menunjukkan keterbatasan digitalisasi. Integration belum optimal, dan participation masyarakat rendah karena jarang menggunakan fitur pengaduan online.

KUALITAS PELAYANAN SURAT IZIN MENGEMUDI (SIM) DI KEPOLISIAN RESORT (POLRES) METRO BEKASI KOTA Ivander Rafa Erol; Meirinawati Meirinawati
Triwikrama: Jurnal Ilmu Sosial Vol. 7 No. 8 (2025): Triwikrama: Jurnal Ilmu Sosial
Publisher : Cahaya Ilmu Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.6578/triwikrama.v7i8.11762

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan Surat Izin Mengemudi (SIM) di Polres Metro Bekasi Kota menggunakan lima indikator Ban & Kim (2019): tangibles, reliability, responsiveness, assurance, dan empathy. Latar belakang penelitian ini berangkat dari berbagai keluhan masyarakat, seperti proses yang berbelit, waktu tunggu lama, dan kurangnya transparansi dalam administrasi, meskipun telah diterapkan beberapa inovasi. Metode penelitian yang digunakan adalah deskriptif kualitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Hasil penelitian menunjukkan adanya perbaikan dalam fasilitas pelayanan, seperti sistem antrean otomatis dan ruang tunggu yang lebih nyaman. Namun, efisiensi waktu pelayanan serta transparansi administrasi masih menjadi kendala utama. Petugas menunjukkan sikap responsif dan profesional, tetapi empati terhadap kelompok rentan masih perlu ditingkatkan. Secara keseluruhan, kualitas pelayanan SIM di Polres Metro Bekasi Kota telah mengalami peningkatan, tetapi masih membutuhkan optimalisasi dalam aspek transparansi, efisiensi, dan profesionalisme petugas. Rekomendasi yang diberikan mencakup peningkatan pelatihan petugas, pemanfaatan teknologi dalam pelayanan, serta penguatan pengawasan terhadap prosedur administrasi guna meningkatkan kepuasan masyarakat. This study aims to analyze the quality of driver’s license (SIM) services at the Metro Bekasi City Police Resort (Polres) using the five indicators of Ban & Kim (2019): tangibles, reliability, responsiveness, assurance, and empathy. The background of this research stems from various public complaints regarding convoluted procedures, long waiting times, and a lack of transparency in administration, despite the implementation of several innovations. A descriptive qualitative research method was used, with data collected through interviews, observations, and documentation. The findings indicate improvements in service facilities, such as an automated queue system and a more comfortable waiting area. However, efficiency in service time and administrative transparency remain key challenges. Officers demonstrate responsiveness and professionalism, but empathy towards vulnerable groups still needs improvement. Overall, the quality of SIM services at Polres Metro Bekasi City has improved, but further optimization is needed in terms of transparency, efficiency, and officer professionalism. Recommendations include enhanced officer training, greater use of technology in services, and stricter oversight of administrative procedures to improve public satisfaction.

Pengaruh Burnout terhadap Kinerja Pelayanan Publik Kader Surabaya Hebat di Kelurahan Tembok Dukuh Kota Surabaya Muhammad Adrian Fans Gymnastiar; Meirinawati Meirinawati
Studi Administrasi Publik dan ilmu Komunikasi Vol. 2 No. 2 (2025): Mei : Studi Administrasi Publik dan ilmu Komunikasi
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/studi.v2i2.287

Public service is an activity or a series of efforts to fulfill the service needs of the community. The public services received by the community come from the government's performance in providing services, which must be excellent and consistent. One of the public services in society is provided by Kader Surabaya Hebat, an organization that serves the community at the smallest level of government. Various issues arise, including workload, lack of training, and inadequate appreciation compared to the workload given. These factors contribute to problems such as work stress or burnout. The tendency for burnout or work stress can be experienced by public service workers due to high work pressure and job demands. Additionally, the work environment also significantly affects the emergence of burnout. Thus, the research problem raised in this study is how burnout affects the public service performance of Kader Surabaya Hebat in Tembok Dukuh Village, Surabaya City. The purpose of this research is to describe and analyze the effect of burnout on the public service performance of Kader Surabaya Hebat in Tembok Dukuh Village, Surabaya City. This study employs a descriptive research type with a quantitative approach and data analysis techniques using the Simple Linear Regression method. The results of this study indicate that burnout or work stress has a significant influence, with a strength of 83.4%, classified as very strong, and has a negative impact on the public service performance of Kader Surabaya Hebat in Tembok Dukuh.

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