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All Journal ARISTO Jurnal Ilmu Administrasi Publik (JIAP) JCES (Journal of Character Education Society) SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Jurnal Public Policy Jurnal Ilmiah Tata Sejuta STIA Mataram IJECA (International Journal of Education and Curriculum Application) TOFEDU: The Future of Education Journal
Mustamin H. Idris
Prodi Administrasi Publik, Universitas Muhammadiyah Mataram, Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Servqual Model in Tourism Development in the Mandalika Special Economic Zone Suci Arliani; Asfarony Hendra Nazwin; Mustamin Mustamin; Rifaid Rifaid; Theresia Octastefani
ARISTO Vol 14 No 1 (2026): January
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24269/ars.v14i1.12569

Abstract

The Mandalika Special Economic Zone (SEZ) is considered a very important tourism destination. However, its management faces problems such as the centralization of ITDC authority, limited community participation, and poor service quality in various areas.  In this situation, service quality evaluation must be carried out comprehensively using an approach that can see multi-actor dynamics.  The purpose of this study is to examine how the application of the SERVQUAL model helps improve tourism service quality in the Mandalika SEZ and to identify how ITDC, the Central Lombok Tourism Office, and Pokdarwis contribute to the five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The method used is a descriptive qualitative approach with in-depth interview and participatory observation techniques, thematic analysis assisted by NVivo 12 Plus.  The results show that ITDC authorities dominate the tangibles dimension through infrastructure development and area aesthetics, while trust, responsiveness, assurance, and empathy are more influenced by regional institutional capacity and community empowerment, including human resource training, provision of information centers, organization of cultural activities, and development of community-based ecotourism. The results show that physical development is not the only factor contributing to service quality improvement; institutional coordination, investment in human resources, and strengthening the role of the community are all factors that contribute to service quality improvement.  This study finds that SERVQUAL has the ability to explain the configuration of Mandalika's service governance and serves as the basis for a more inclusive and sustainable service improvement model in destinations with a multi-actor structure. Keywords: Servqual Model Service Quality; Mandalika SEZ; Sustainable Tourism; Community empowerment;
Analisa Penerapan Sistem Merit di Pemerintah Kota Mataram dari Perspektif Gender Rahmad Hidayat; Salmin Salmin; Mustamin Mustamin; Ayatullah Hadi
Jurnal Ilmiah Tata Sejuta STIA Mataram Vol 10 No 2 (2024): Jurnal Ilmiah Tata Sejuta STIA Mataram
Publisher : Pusat Penelitian dan Pengabdian pada Masyarakat Sekolah Tinggi Ilmu Administrasi (STIA) Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32666/tatasejuta.v10i2.653

Abstract

Human resources (apparatus) are the basis of the bureaucratic reform movement. Human resources are one aspect of achieving the goals of government organizations, namely providing optimal public services. Therefore, it is necessary to implement a merit system to obtain human resources, in this case specifically the best State Civil Apparatus (ASN) who do not consider male or female gender, including in the process of filling pratama high leadership positions (JPT) in scope of the Mataram City Government. This research aims to describe the implementation of the merit system in the Mataram City government from a gender aspect. This research uses a qualitative approach with data collection methods consisting of in-depth interviews and document review. Data analysis uses qualitative data analysis techniques. The validity of the data was tested using triangulation techniques. Research provides an illustration that the Mataram City government has basically implemented a merit system in ASN management. When filling out the JPT, preparation, implementation and evaluation stages have been carried out in accordance with the provisions. Basically, the number of female ASNs in the city of Mataram is more than male. Likewise, the educational level of female ASN is better than that of men. However, if we look at it in terms of rank and class, the number of men is increasing, this will make the opportunity for men to occupy top positions in the bureaucracy greater. The Mataram city government consistently provides opportunities for women at the rate of 10 percent and hopes that in the future this will be further increased.
The Role of the Trade Office in Traditional Market Management to Improve Community Socioeconomic Welfare in the Modern Era (A Study of Pagesangan Market, Mataram District) Fujiana Fujiana; Mustamin H. Idris; Asfarony Hendra Nazwin
The Future of Education Journal Vol 5 No 3 (2026)
Publisher : Lembaga Penerbitan dan Publikasi Ilmiah Yayasan Pendidikan Tumpuan Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61445/tofedu.v5i3.2271

Abstract

Traditional markets play a significant role in supporting the local economy; however, they face increasing challenges due to the growth of modern markets and the digitalization of trade. Pagesangan Traditional Market in Mataram District continues to encounter several issues related to infrastructure, facility management, vendor organization, and technological adaptation. This study aims to analyze the role of the Department of Trade in managing Pagesangan Traditional Market in the modern era and its contribution to improving the socioeconomic welfare of the community. This research employed a descriptive qualitative method, with data collected through observation, interviews, and documentation. The informants consisted of officials from the Department of Trade, market managers, traders, buyers, and visitors selected using purposive sampling. Data were analyzed using the Miles and Huberman interactive analysis model. The findings indicate that the Department of Trade has performed its roles as a regulator, facilitator, motivator, and dynamizer. Its regulatory role is reflected in the implementation of the Market Stall Placement Permit (Surat Izin Penempatan/SIP), the collection of market retribution fees, and the supervision of traders. As a facilitator, the Department has provided market facilities, although these efforts remain constrained by budget limitations and bureaucratic procedures. Meanwhile, digitalization initiatives and business assistance programs, which represent its roles as a motivator and dynamizer, have not yet been implemented optimally. Based on Henry Fayol's management functions, market management has incorporated planning, organizing, directing, coordinating, and controlling; however, its implementation remains largely focused on administrative aspects. From the perspective of strategic market management, the physical, institutional, and regulatory dimensions have been implemented, whereas business development and financing aspects have not yet been adequately addressed. Market management has also contributed to the community's social, economic, and spiritual welfare by fostering harmonious social relationships, supporting business sustainability, and promoting the values of honesty, fairness, and responsibility. Nevertheless, challenges remain in terms of inadequate infrastructure, limited innovation, and the absence of effective trader empowerment programs. Therefore, strengthening market facilities, enhancing management innovation, expanding digitalization initiatives, and implementing trader empowerment programs are essential to support the sustainability of Pagesangan Traditional Market in the modern era.
Co-Authors -, Mintasrihardi - Abdurrahman Abdurrahman Andi Ardyansyah Asfarony Hendra Nazwin Baiq Harly Widayanti Fauzy As Syafiq Ferry Ferry Fujiana Fujiana Hadi, Ayatullah Hirsan, Fariz Primadi Intan Savia Fitri Lukman Lukman Lusiana Herawati M Taufik Rachman M. Ulfatul Akbar Mahsar Mahsar Muhammad Aprian Jailani Nidya Putri Syahida Rahma Indriani Rahmad Hidayat Ridwan Ridwan Rifaid Rifaid Rizky Destari Rosada Rosada salmin salmin Sebtiara Syahrani Krosby Sel va Selva Selva Siti Atika Rahm Siti Atika Rahmi Suci Arliani Theresia Octastefani