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Endang Larasati
Jurusan Administrasi Publik Fakultas Ilmu Sosial dan Ilmu Politik Universitas Diponegoro
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Studi Kualitas Pelayanan Pengujian Kendaraan Bermotor Di Dinas Perhubungan Komunikasi dan Informatika Kota Semarang Afrizal Afrizal; Endang Larasati; Dyah Hariani
Journal of Public Policy and Management Review Volume 4, Nomor 2, Tahun 2015
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (199.172 KB) | DOI: 10.14710/jppmr.v4i2.8280

Abstract

Good serviceis a requirement of all the people, in the middle of the fact that the service given the current bureaucracy tends convoluted, expensive, unfriendly, etc. There for, the government should beable to answer the needs of the citizenfor the maximum service, various improvements need to be done. Department of Communicationand Informatics Semarang cityincluding one that runs the service unit for vehicle testing service, to thequality of vehicle testing services need to know in order to get an idea of how the service provided Department of Communicationand Information Semarang city. This study aims to determine the quality service of Department Transportation, Communication and Informatics Semarang city based on theory Zaithaml et al. which consists of five dimensions, namely Tangibles (direct evidence), Reliability (Reliability), Responsiveness (Responsiveness), Asurance (Guarantee), and Emphathy (Empathy). The study was conducted with qualitative descriptiv. Based on the research results, the quality of vehicle testing services performed Department of Transportation Communication and Informatics Semarang city is good, how ever there are two limiting factor, that is the destruction of sometesters vehicle, causing a lack of collateraland lack of decent test HR and HR age testers vehicle causing productivity less than the maximum. Thus the advice that can be given that immediate repair of the damaged equipment so that there is guarantee that the vehicle tested definitely worthand coordinate with the Ministry of Transportation and other relevantin stitutions regarding the short age of human resources vehicle testers. Expected future, Department of Communication and Information Semarang can provide better service.
ANALISIS KUALITAS PELAYANAN PT KAI (KERETA EKONOMI) DAOP IV SEMARANG SEBAGAI TRANSPORTASI PUBLIK Stefanus Sonny Prasetyo; Endang Larasati; Dyah Hariani
Journal of Public Policy and Management Review Volume 4, Nomor 3, Tahun 2015
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (280.797 KB) | DOI: 10.14710/jppmr.v4i3.8753

Abstract

Quality of service is one measure to assess the public service. Transportation services is one of the basic services organized a public organization. PT KAI DAOP (operational area) IV Semarang is a public organization which organizes transportation services in Indonesia. One of the products of services provided by PT KAI is the economy-class train. Economy-class train passengers assessed can help lower classes because the price is relatively cheaper. To be able to know the quality of services provided by PT KAI Daop IV Semarang to train users economy can be seen from the five aspects, namely tangible, reliability, responsiveness, assurance, empathy. Researchers conducted interviews, field observations and literature to identify the quality of services performed by PT KAI Daop IV Semarang to the economic train passengers. Indicators studied were the facilities, the appearance of officers, service personnel, readiness officer, the impression of the service provider, the response personnel, trust in travel, safety and passenger comfort, the attention of officers and justice officials. The overall study results is the quality of services performed by PT KAI Daop IV Semarang against economic train passengers has been good enough, but there are still some aspects that must be considered and corrected, such as facilities, response officers and justice officials.
ANALISIS KEPUASAN ATAS KUALITAS PELAYANAN KESEHATAN DI RUMAH SAKIT UMUM DAERAH (RSUD) KOTA SEMARANG Ela Indriani; Endang Larasati; Hesti Lestari
Journal of Public Policy and Management Review Volume 4, Nomor 3, Tahun 2015
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (242.005 KB) | DOI: 10.14710/jppmr.v4i3.8946

Abstract

Along with the increasing levels of education, science, medical technology and the rapid socio-economic conditions of the awareness of the importance of health in the community, resulting an improvements of the quality of health care, thus becoming a basic requirement, where health services are quality is expected by the public. One of the health service which is owned by the City of Semarang named Semarang Regional General Hospital. The purpose of this study was to determine the level of patient satisfaction with health care quality Semarang Regional General Hospital, then knowing how to improve satisfaction over the quality of health services in Semarang Regional General Hospital. The author using a technique quantitative data analysis using mean to find the average score the implementatiton level service performance and the average level of the interest of service. There are 23 indicators of quality of service that is used as material assesment of performance and the interests of the service. The average of service performance indicator is 2,72, so that an indicator that has the value of the average under the needs to be improved, while the average of interest indicator is 3,54 so that an indicator that has the value of the average above that the need attentionfor its performance. Based on the results of this study that there are still some indicators of quality of service which should be a priority in the repair, because it is still bad and comfort are important, that the waiting room or ward patients, completeness of medical equipment and patient care space, the ability of personnel to provide services in accordance with the procedures and information provided, courtesy and friendliness of clerk, the trust of patient to the hospital personel, risk-free and danger, fairness in providing services.
ANALISIS KINERJA KOMISI PEMILIHAN UMUM KOTA SEMARANG (Dalam Pemilihan Umum 2014) Desta Trianggoro; Endang Larasati; Nina Widowati
Journal of Public Policy and Management Review Volume 4, Nomor 2, Tahun 2015
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (469.082 KB) | DOI: 10.14710/jppmr.v4i2.8187

Abstract

In a country that is implementing a democratic system such as in Indonesia, Election is implementation of popular sovereignty which aims to bring a democratic government elected by the people. To perform their duties in administration of Elections, the Commissions established as one of the organizers of Election. This study will analyze the performance of Election Commission of Semarang and the dimensions that support and hinder the performance of Election Commission of Semarang in the National Election of 2014. This study uses the theory of organization and performance of the five dimensions they are productivity, service orientation, responsiveness, responsibility, and accountability with qualitative descriptive approach. To collect the data use the technique of observation, interviews, documentation, and literature study from informant’s employees of Election Commission of Semarang. The results show the performance of Election Commission of Semarang in National Election of 2014 is not optimal yet, they found several obstacles on the dimensions of the problem of productivity such as human resources, limited budget and the socialization has not optimal yet. While the dimensions that support performance Election Commission of Semarang other already performing optimally, they are service orientation, responsiveness, responsibility, and accountability. To overcome the obstacles found, there are some suggestions that can be carried out by the Election Commission of Semarang to optimize its performance, such as education, training, and skills to improve the quality of human resources, increasing the number of human resources through the recruitment of government employees or increase the number of temporary employees, proposesincreasingthe number of budget in accordance with the needs required and improving the socialization to public intensively and regularly, not only at Election time is getting closer, but by applying democracy in everyday life.
Co-Authors Afrizal Afrizal Desta Trianggoro Dyah Hariani Ela Indriani Hesti Lestari Nina Widowati Stefanus Sonny Prasetyo