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Journal : Publika

ANALISIS PELAYANAN PRIMA (EXCELLENT SERVICE) PADA NASABAH DI BANK JATIM CABANG SAMPANG Putri, Vera Eka Diana; Meirinawati, Meirinawati
Publika Vol 11 No 3 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n3.p2273-2282

Abstract

The government strives to provide the best public services to provide comfort to the community through regulations. However, in the field there are still service facilitators who do not meet excellent service, including services in the banking sector. One example of excellent service analysis for customers at Bank Jatim Sampang Branch. This study aims to describe the analysis of excellent service for customers at Bank Jatim Sampang Branch. This study aims to describe the analysis of excellent service for customers at Bank Jatim Sampang Branch. The type of research used is qualitative descriptive. The focus of his research uses the A6 theory according to Barata (2014), namely attitude, attention, action, ability, appearance and accountability. Data collection techniques are carried out through observation, interviews, literature studies and documentation. Data analysis is carried out data collection, data reduction, data presentation and conclusions. The results showed that the attitude of Bank Jatim Sampang Branch in implementing an impatient attitude to serve customers. Attention, Bank Jatim Sampang Branch in giving equal attention is not conveyed well to customers. Action, Bank Jatim Sampang Branch in its services has fulfilled the principles of fast, precise, economical, and safe. The ability of Bank Jatim Sampang Branch has employees with accumulated abilities. Appearance, Bank Jatim Sampang Branch applies and meets the criteria for good appearance in terms of physical and non-physical. Accountability, Bank Jatim Sampang Branch is well responsible even though it still needs improvement. The advice in this study, in providing services must be patient without any difference in treatment of customers during the process of providing excellent service at Bank Jatim Sampang Branch. Keywords : Public Service, Excellent Service, Banking Service
INOVASI PROGRAM SIAP MELAYANI MASYARAKAT MALAM HARI (SIMMAMAH) DI KECAMATAN TAMAN, SIDOARJO Andyansah, Ronaldo Rendra; Meirinawati, Meirinawati
Publika Vol 11 No 3 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n3.p2257-2272

Abstract

Taman Subdistrict, Sidoarjo has launched an evening service called Simmamah Program. Unfortunately, there are still challenges in implementing this program in Taman Subdistrict, Sidoarjo. The purpose of this research is to describe and analyze the Innovation of the Ready to Serve the Night Community Program (Simmamah) in Taman Sub-district, Sidoarjo. The research type in this thesis is qualitative with a descriptive approach. The theory used in this research is based on Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 91 Tahun 2021 Pasal 3 tentang pembinaan inovasi pelayanan pubik. The respondents in this research were selected using purposive sampling technique, which consisted of the Subdistrict Head of Taman, Secretary of Taman Subdistrict, Head of the Subdivision of Population Administration of Taman Subdistrict, Simmamah Program population administration service employee in Taman District, Community as users of the Simmamah Program. This research employs data collection techniques consisting of observation, interviews, and documentation. The data analysis techniques in this study consist of data collection, data reduction, data presentation, and conclusion making. The research findings in this article indicate that the innovation of the Simmamah Program in Taman Subdistrict, Sidoarjo has met the aspect of novelty. Furthermore, the implemented innovation has proven to be effective, However, the program has not fully met the aspect of usefulness due to several challenges, such as unfriendly communication by the staff with the residents dan lack of specific notification regarding the results of the product, particularly in the processing of ID cards (KTP). The aspect of easy dissemination in the Simmamah Program is well-established which can be proven through several urban village that have implemented the evening service system as in Taman Subdistrict, Sidoarjo. The Simmamah Program has received support from various factors, such as facilities, budget, and support from sub-district employees, thus fulfilling the aspect of sustainability.
INOVASI PROGRAM BERIKAN PELAYANAN KHUSUS TERPADU ADMINISTRASI KEPENDUDUKAN (BESUTAN) OLEH DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN JOMBANG Ivana, Nabilah; Meirinawati, Meirinawati
Publika Vol 11 No 3 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n3.p2327-2340

Abstract

Besutan Innovation (Provide Special Integrated Population Administration Services) is an innovation by the Jombang Regency Population and Civil Registration Service by providing population administration services with a pick-up system, especially for managing KK and electronic-KTP documents. This service was created to make it easier for people with special needs due to physical and mental disabilities, as well as old people and chronically ill people to be able to obtain residence rights as citizens.The type of research used is descriptive research with qualitative methods. The focus of this study uses the theory of innovation capability components according to Emery et al., (2016: 14-31), namely 1) innovative culture, 2 ) leadership, 3) expert knowledge, 4) stakeholder engagement, 5) innovative work design. Data collection techniques used using observation, interviews, and documentation. The analysis technique used consists of data collection, data reduction, data presentation, and drawing conclusions.The results of the study show that the implementation of Made Innovation has been going quite well and includes the five components of innovation capability even though there are still some obstacles in its implementation. Innovative culture has been implemented in daily activities. Leadership has a great sense of responsibility and is able to coordinate its employees. Expert knowledge is sufficient and qualified to carry out their duties and there are no significant difficulties. Stakeholder involvement shows that all parties play an active role and support the Besutan program. Innovative work designs that are applied flexibly and make it easier for people with physical and mental limitations.
PENERAPAN ELECTRONIC GOVERNMENT MELALUI SISTEM INFORMASI KEARSIPAN DINAMIS TERINTEGRASI (SRIKANDI) DI DINAS PERPUSTAKAAN DAN KEARSIPAN KOTA PROBOLINGGO Rahmah, Faizatur; meirinawati, meirinawati
Publika Vol 11 No 3 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n3.p2341-2350

Abstract

The increasingly complex development of digitalization makes the government continue to develop electronic government as a form of accelerating bureaucratic reform, it also applies to the digital archive management system. Digital archives form an electronic archival container, so that it can make it easier to access these information sources where, the disruptive era makes digital archives continue to develop, one of which is through an application called SRIKANDI (integrated dynamic archival information system) which is a general application in the field of archives. The purpose of this research is to describe the application of electronic government through an integrated dynamic archiving information system (SRIKANDI) at the Probolinggo City Library and Archives Office. This type of research uses qualitative research with a descriptive approach. This research analyzes the success of electronic government by Hafid (2017) which includes: Institutional Success Factor, Organizational Success Factor, Technological Success Factor. The results showed that the application of the SRIKANDI application at the Library and Archives Office has been running well and maximally. This is supported based on the success factors of implementing electronic government according to Hafid (2017). In the leader authority factor, a leader at the Probolinggo City Library and Archives Office strongly supports the application of the SRIKANDI application through the socialization of all internal employees of the office, then the SOP factor is still in the process of being prepared and using the Manual Book. The project management and financial factors have been running well and there are no problems with the budget. Furthermore, the technological infrastructure factor and technological expertise, the application of the SRIKANDI application is still lacking in support from technological infrastructure, while technological expertise already has employees whose basic knowledge is qualified to manage the SRIKANDI application as an admin.
KUALITAS PELAYANAN PUBLIK BIDANG POLI UMUM DI PUSKESMAS KECAMATAN SUMBERSARI KABUPATEN JEMBER Laksana, Bagus Tri; Meirinawati, Meirinawati
Publika Vol 11 No 4 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n4.p2547-2560

Abstract

Pemerintah Indonesia memberikan sebuah jaminan terkait pelayanan publik yang tertuang dalam Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik bahwa Pelayanan publik sendiri ialah sebuah kegiatan yang bertujuan dalam pemenuhan kebutuhan pelayanan sesuai peraturan perundang- undangan bagi setiap warga negara dan penduduk atas barang, jasa, dan atau pelayanan administratif yang disediakan oleh penyelenggara pelayanan publik. Sesuai dengan Peraturan Menteri Kesehatan Nomor 75 Tahun 2014 disebutkan bahwa Pusat Kesehatan Masyarakat sebagai salah satu dari jenis fasilitas pelayanan kesehatan tingkat pertama mempunyai peranan krusial dalam sistem kesehatan nasional, terkhusus subsistem upaya kesehatan. Namun dalam proses pelayanan di Poli Umum Puskemas Kecamatan Sumbersari Kabupaten Jember masih terdapat kendala yaitu kurang maksimal dalam proses pendaftaran pasien, gedung bagian ruangan poli umum yang kurang luas seta lahan parkir kurang luas dengan jumlah pasien yang datang dipuskesmas. Penelitian ini bertujuan untuk menjelaskan kualitas pelayanan publik bidang Poli Umum di Puskemas Kecamatan Sumbersari Kabupaten Jember. Pendekatan yang digunakan dalam penelitian ini yaitu pendekatan deskriptif kualitatif. Teori yang digunakan yaitu pengaruh kualitas pelayanan Philip Kotler (2012:284) dengan lima indikator bukti fisik (tangibles), empati (empathy), reliabilitas (reliability), daya tanggap (responsivenees), dan jaminan (assurance). Hasil penelitian ini terlihat jika kualitas pelayanan di Poli Umum Puskemas Kecamatan Sumbersari Kabupaten Jember memiliki standar pelayanan yang baik. Berdasarkan indikator empati, reliabilitas, daya tanggap dan jaminan sudah sangat baik dan berkualitas. Akan tetapi dari indikator bukti fisik belum maksimal karena terdapat ruangan di poli umum yang sempit sehingga harus menggunakan ruang unit gawat darurat dalam memberi pelayanan kepada masyarakat. The Government of Indonesia provides a guarantee regarding public services contained in Law Number 25 of 2009 concerning Public Services that public service itself is an activity in the framework of fulfilling service needs in accordance with statutory regulations for every citizen and resident for goods, services, and/or administrative services provided by public service providers. In accordance with the Regulation of the Minister of Health Number 75 of 2014 it is stated that Community Health Centers as a type of first level health service facility have an important role in the national health system, especially the health effort subsystem. However, in the service process at the Public Polyclinic at the Sumbersari District Health Center, Jember Regency, there are still obstacles, namely the patient registration process is not optimal, the general polyclinic room building is not wide enough and the parking area is not wide enough for the number of patients who come to the health center. The purpose of this study was to describe the quality of public services in the General Poly field at the Sumbersari District Health Center, Jember Regency. The approach used in this study is a qualitative descriptive approach. This study uses Philip Kotler's theory of service quality influence (2012: 284) with five indicators of tangibles, empathy, reliability, responsiveness, and assurance. The results of this study indicate that the quality of service at the Public Health Center in Sumbersari District, Jember Regency has good service standards. Based on the indicators of empathy, reliability, responsiveness and assurance, they are of very good quality. However, from the physical evidence indicators it has not been maximized because there are cramped rooms in general poly, so they have to use the emergency room to provide services to the community.
ANALISIS PERAN BUMDES NGINGAS MAKMUR ABADI DALAM PENGEMBANGAN INDUSTRI KECIL DAN MENENGAH (IKM) DI DESA NGINGAS KECAMATAN WARU KABUPATEN SIDOARJO Utami, Rohmi Nur; Meirinawati, Meirinawati
Publika Vol 11 No 4 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n4.p2585-2592

Abstract

BUMDes Ngingas Makmur Abadi is the largest contributor to Village Original Revenue (PAD). In 2019, out of a total PAD of IDR 90 million per year, BUMDes Ngingas Makmur Abadi contributed IDR 50 million. BUMDes Ngingas Makmur Abadi has obstacles in developing IKM, namely limited human resources and difficulties in embracing IKM so that they can join under the auspices of BUMDes. The purpose of this research isto further understand the role of BUMDes Ngingas Makmur Abadi in the development of IKM in Ngingas Village, Waru District, Sidoarjo Regency. This type of research uses a descriptive qualitative method. The theory used in this study is Gede Diva's Role Theory (2009), including facilitators, catalysts, and regulators. Data collection techniques were carried out by observation, interview, and documentation methods. Data analysis techniques were carried out by collecting data, reducing data, presenting data, and drawing conclusions. The results of the research and discussion show that first, BUMDes as facilitators have a role in the development of IKM. Second, as a catalyst BUMDes has a fairly good role in the development of IKM, although it is not maximized. Third, as a regulator, BUMDes shows that they have no role in the development of IKM. BUMDes Ngingas Makmur Abadi merupakan penyumbang Pendapatan Asli Desa (PAD) terbanyak, di tahun 2019 dari total PAD Rp 90 juta per tahun, BUMDes Ngingas Makmur Abadi menyumbang Rp 50 juta. BUMDes Ngingas Makmur Abadi dalam mengembangkan IKM memiliki kendala yakni keterbatasan SDM dan kesulitan untuk merangkul IKM agar dapat bergabung dibawah naungan BUMDes. Tujuan penelitian ini adalah untuk memahami lebih jauh peran BUMDes Ngingas Makmur Abadi dalam pengembangan IKM di Desa Ngingas Kecamatan Waru Kabupaten Sidoarjo. Jenis penelitian ini menggunakan metode kualitatif deskriptif. Teori yang digunakan dalam penelitian ini yaitu Teori Peran Gede Diva (2009), meliputi fasilitator, katalisator, dan regulator. Teknik pengumpulan data dilakukan dengan metode observasi, wawancara, dan dokumentasi. Teknik analisis data dilakukan dengan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian dan pembahasan menunjukkan bahwa pertama, BUMDes sebagai fasilitator memiliki peran dalam pengembangan IKM. Kedua, sebagai katalisator BUMDes memiliki peran yang cukup baik dalam pengembangan IKM, meskipun belum maksimal. Ketiga sebagai regulator, BUMDes menunjukkan tidak memiliki peran dalam pengembangan IKM.
MANAJEMEN PELAYANAN DALAM PEMBUATAN KARTU IDENTITAS ANAK (KIA) DI MAL PELAYANAN PUBLIK KOTA YOGYAKARTA Andhini, Fanny Dewi; Meirinawati, Meirinawati
Publika Vol 11 No 4 (2023)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v11n4.p2651-2662

Abstract

Pemerintah adalah lembaga negara yang bertanggung jawab untuk menyediakan layanan publik kepada orang-orang. Salah satunya adalah layanan administrasi kependudukan seperti Kartu Identitas Anak, yang diberikan oleh Dinas Kependudukan dan Pencatatan Sipil Kota Yogyakarta yang dapat diakses di Mal Pelayanan Publik Kota Yogyakarta. Hal ini membuat masyarakat lebih mudah mendapatkan layanan tersebut. Namun, selama pelaksanaan terdapat beberapa masalah muncul dalam proses pembuatan dan pendistribusian KIA. Misalnya, sistem pengecekkan yang salah dan tanggal pengambilan KIA yang tidak sesuai dengan tanggal yang ditunjukkan di aplikasi JSS (Jogja Smart Service). Tujuan dari penelitian ini adalah untuk memberikan gambaran tentang bagaimana pelayanan di Mal Pelayanan Publik Kota Yogyakarta dalam menangani pembuatan kartu identitas anak (KIA). Subjek penelitian ini meliputi pegawai Mal Pelayanan Publik Kota Yogyakarta dan pemohon KIA Kota Yogyakarta. Jenis penelitian yang digunakan dalam penelitian ini yaitu deskriptif. Sedangkan teknik pengumpulan data dilakukan melalui wawancara, observasi dan dokumentasi yang kemudian dianalisis dengan tahapan pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian ini menunjukkkan bahwasannya pelayanan pembuatan KIA dalam dimensi reliability, responsiveness dan assurance sudah dilaksanakan secara cukup baik. Sebab masih ditemukan beberapa kendala pada setiap indikator tersebut. Sedangkan pada indikator tangibles dan empathy sudah dijalankan dengan baik. Government is a state agency responsible for providing public services to people. One of them is population administration services such as Child Identity Cards, which are provided by the Yogyakarta City Population and Civil Registration Service which can be accessed at the Yogyakarta City Public Service Mall. This makes it easier for people to get these services. However, during implementation, several problems arose in the process of manufacturing and distributing KIA. For example, the checking system is wrong and the KIA pick-up date does not match the date shown in the JSS (Jogja Smart Service) application. The purpose of this study is to provide an overview of how services at the Yogyakarta City Public Service Mall handle the making of child identity cards (KIA). The subjects of this study included employees of the Yogyakarta City Public Service Mall and Yogyakarta City KIA applicants. The type of research used in this research is descriptive. While data collection techniques were carried out through interviews, observation and documentation which were then analyzed by the stages of data collection, data reduction, data presentation and drawing conclusions. The results of this study indicate that the services for making MCH services in the dimensions of reliability, responsiveness and assurance have been carried out quite well. Because there are still some obstacles in each of these indicators. Meanwhile, the tangibles and empathy indicators have been implemented well.
INOVASI APLIKASI SISTEM INFORMASI PENATAUSAHAAN PERBENDAHARAAN ONLINE (SIPPOL) DALAM PENINGKATAN KINERJA PENGELOLAAN KEUANGAN DI INSPEKTORAT PROVINSI JAWA TIMUR Rizqi, Anis Wahyu; Meirinawati, Meirinawati
Publika Vol 12 No 1 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n1.p23-32

Abstract

Setiap akhir bulan diadakan penginputan data untuk pelaporan hasil keuangan yang dilakukan oleh pejabat daerah di seluruh Provinsi Jawa Timur. Hal tersebut membuat server yang berada di Badan Pengelola Keuangan dan Aset daerah (BPKD) berkendala dikarenakan banyaknya pengguna pejabat daerah di seluruh Provinsi Jawa Timur yang menggunakan secara bersamaan, membuat kinerja semakin melambat dan mengaharuskan bekerja sampai diluar jam kerja untuk menyelesaikan laporan keuangan pada akhir tahun tersebut. Sebagaimana masalah yang dirasakan oleh pegawai penelitian ini bertujuan untuk menganalisis inovasi aplikasi Sistem Informasi Penatausahaan Perbendaharaan Online (SIPPOL) dan dampaknya dalam meningkatkan kinerja pengelolaan keuangan di Inspektorat Provinsi Jawa Timur. Penelitian ini dilakukan dengan menggunakan pendekatan kualitatif dan metode studi kasus. Data yang digunakan penelitian ini diperoleh melalui wawancara mendalam dengan pihak terkait, serta analisis dokumen dan data yang terkait dengan implementasi SIPPOL. Analisis data dilakukan dengan mengidentifikasi dan membandingkan perbedaan dalam proses pengelolaan keuangan sebelum dan setelah adopsi SIPPOL. Penelitian ini menunjukkan bahwa implementasi SIPPOL memberikan dampak yang signifikan dalam meningkatkan kinerja pengelolaan keuangan di Inspektorat Provinsi Jawa Timur. Penelitian ini mengidentifikasi beberapa kendala yang dihadapi dalam implementasi SIPPOL, seperti tantangan dalam penggunaan awal aplikasi, kebutuhan akan dukungan teknis yang lebih baik, dan perubahan budaya organisasi terkait penggunaan teknologi baru. Berdasarkan temuan, penelitian ini memberikan beberapa saran bagi Inspektorat Provinsi Jawa Timur, seperti meningkatkan pelatihan dan sosialisasi tentang PPOL, memperbaiki dukungan teknis, melakukan evaluasi dan pemantauan berkala, mengembangkan fitur dan fungsionalitas aplikasi, mempertimbangkan integrasi dengan sistem lain, serta meningkatkan keamanan data. Kata Kunci: Pelayanan Publik, Inovasi Pelayanan, SIPPOL At the end of each month, data entry is held for reporting financial results carried out by regional officials throughout East Java Province. This makes the server located at the Regional Financial and Asset Management Agency (BPKD) constrained due to the large number of users of regional officials throughout East Java Province who use it simultaneously, making performance even slower and requiring work until outside working hours to complete the financial report at the end of the year. As a problem felt by employees, this study aims to analyze the innovation of the Online Treasury Administration Information System (SIPPOL) application and its impact in improving financial management performance at the Inspectorate of East Java Province. This research was conducted using a qualitative approach and case study method. The data used in this study were obtained through in-depth interviews with relevant parties, as well as analysis of documents and data related to the implementation of SIPPOL. Data analysis was conducted by identifying and comparing differences in the financial management process before and after the adoption of SIPPOL. This study shows that the implementation of SIPPOL has had a significant impact in improving financial management performance at the East Java Provincial Inspectorate. The study also identified some of the obstacles faced in the implementation of SIPPOL, such as challenges in the initial use of the application, the need for technical support, and the need for technical support. Keywords: Public Service, Service Innovation, SIPPOL
LAYANAN INFORMASI PUBLIK BERBABIS APLIKASI DIGITAL SEBAGAI STRATEGI DALAM MEMBANGUN SMART CITY DI KABUPATEN GRESIK Putri, Sandya Cahyani; Meirinawati, Meirinawati
Publika Vol 12 No 1 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n1.p308-321

Abstract

STRATEGI PROGRAM PADAT KARYA OLEH DINAS SUMBER DAYA AIR DAN BINA MARGA KOTA SURABAYA (STUDI PROYEK PADAT KARYA PAVING TAMBAKSARI SURABAYA) Sari, Yoan Wandan; Meirinawati, Meirinawati
Publika Vol 12 No 1 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v12n1.p292-307

Abstract

Padat Karya Surabaya City Program is is a community empowerment program as a government effort to overcome poverty and unemployment in Surabaya. DSDABM Surabaya runs this program through paving production and installation. This program is a program that is widely highlighted by online media because of its success in being able to reap a turnover of 6-7 million rupiah per month for business actors, but this income decreases over time. The absence of production targets from DSDABM is one of the factors in the decline in income because business actors feel free in production and become negligent. This research aims to describe the strategic management of the Padat Karya Program by DSDABM Surabaya using descriptive qualitative research methods. The research focus is based on Rahajeng Widya's strategic management process theory, including formulating strategies, implementing strategies, and evaluating strategies. The location of this research is located at the DSDABM Office and the paving production site in Tambaksari by involving research subjects, namely DSDABM staff and business actors. Data obtained through observation, interviews, and documentation will be analyzed through data collection, data reduction, data presentation, and conclusion drawing. The results showed that DSDABM Surabaya has maximized the Padat Karya Program for paving production through its strengths by providing training, mentoring, financial assistance, facilities and infrastructure assistance, and service facilities to business actors. However, there are obstacles such as the mentality of business actors, the absence of production targets, inadequate tools/machines, lack of socialization, and lack of marketing. Suggestions include: 1) Hold regular socialization, 2) Setting a minimum production target, 3) Collaborating with other agencies and private companies, 4) Promoting sanctions, 5) Maximizing the use of the Padat Karya website.