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All Journal Spirit Publik : Jurnal Administrasi Publik Jurnal Masyarakat Maritim Majalah Ilmiah Dinamika Administrasi (MIDA) ESOCHUM: Economics, Social and Humanities Journal Jurnal Pengabdian Masyarakat Dharma Andalas
Thahrina Azriah
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Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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MANAJEMEN KELUHAN PELANGGAN PERUSAHAAN DAERAH AIR MINUM TIRTA SATRIA KABUPATEN BANYUMAS Thahrina Azriah; Paulus Israwan Setyoko; Bambang Tri Harsanto
Spirit Publik: Jurnal Administrasi Publik Vol 14, No 2 (2019)
Publisher : Universitas Sebelas Maret

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (783.849 KB) | DOI: 10.20961/sp.v14i2.39288

Abstract

Penelitian ini dilatarbelakangi oleh hasil survei pada situs PDAM Tirta Satria, yang menunjukkan 508 pelanggan atau 74,5 % menyatakan pelayanan masih belum maksimal. Selain itu, terdapat 1506 keluhan hingga bulan Juli 2017. Oleh karena itu, perlu adanya penelitian mengenai manajemen keluhan pelanggan PDAM Tirta Satria beserta aspek-aspek yang mempengaruhinya. Tujuan penelitian adalah untuk mendeskripsikan manajemen keluhan PDAM Tirta Satria, dan mengidentifikasi aspek-aspek yang mempengaruhinya. Penelitian menggunakan metode penelitian kualitatif. Teknik pemilihan informan menggunakan teknik purposive sampling. Metode pengumpulan data menggunakan wawancara, observasi, dan dokumentasi. Hasil penelitian menunjukkan manajemen keluhan PDAM Tirta Satria belum terlaksana secara maksimal berdasarkan teori Stauss dan Seidel. Sebagian pelanggan belum mengetahui informasi layanan Call Center dan media penyampaian keluhan lainnya. Standar operasi prosedur penanganan keluhan belum memiliki batas waktu maksimal yang jelas. Jumlah pegawai teknis terbatas sehingga terkadang sulit menangani banyak keluhan secara bersamaan. Survei kepuasan pelanggan atas penanganan keluhan belum terlaksana. Sementara itu, aspek-aspek yang mempengaruhi manajemen keluhan PDAM Tirta Satria adalah aspek sumber daya manusia, organisasional, dan teknologi informasi.
KUALITAS LAYANAN E-GOVERNMENT PADA PELAYANAN ADMINISTRASI KEPENDUDUKAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN BANYUMAS Thahrina Azriah; Farchah Naelyatara
Majalah Ilmiah Dinamika Administrasi (MIDA) Vol 19, No 2 (2022): Majalah Ilmiah Dinamika Administrasi (MIDA)
Publisher : Fakultas Ilmu Sosial Dan Politik, Universitas Wijayakusuma Purwokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56681/da.v19i2.54

Abstract

The purpose of this study was to describe the quality of E-Government in citizenship administrative service of Population and Civil Registry Office of Banyumas Regency. The citizenship administrative service can be accessed by the public through the gratiskabeh.banyumaskab.go.id. website. This study used quantitative research method and cluster sampling technique. The respondents of this study were 100 people. They were the users of this website service. Methods of data collection used questionnaire, observation, and documentation. The result obtained shows that the quality of E-Government in citizenship administrative services through the gratiskabeh.banyumaskab.go.id. website had been optimal in four dimensions, which were efficiency, trust, reliability, and citizen support.
KOMUNIKASI DAN SUMBER DAYA DALAM IMPLEMENTASI PROGRAM E-WARONG KUBE PKH Ariesta Amanda; Lupita Ariantika Sari; Thahrina Azriah
Economics, Social, and Humanities Journal (Esochum) Vol. 1 No. 2 (2022): Economics, Social, and Humanities Journal (Esochum)
Publisher : Faculty of Social, Economics and Humanities

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (359.486 KB)

Abstract

This research is entitled “Communication and Resources in the Implementation of the E-Warong Kube PKH Program. This research is motivated by the existence of the E-Warong KUBE-PKH program, the distribution of social assistance has shifted from being initially cash to non-cash. The purpose of this study is to describe how communication and resources are in the Implementation of the Electronic Program of the Mutual Cooperation Stalls Joint Business Group for the Family Hope Program (E-Warong Kube PKH) in Banyumas Regency. This study was used qualitative research methods. The informant selection technique used was purposive sampling technique. Methods of data collection employed were interviews, observation, and documentation. The results of the study show that the implementation of the Mutual Cooperation Warung Electronic Program for the Family Hope Program (E-Warong Kube PKH) in Banyumas Regency has been running optimally. Communication runs quite optimally and there is coordination between parties. The communication methods used are formal and informal. Informal communication via WA groups is very helpful in exchanging information, especially when it comes to disbursing aid, obstacles and handling them. The intensity of the communication carried out was quite good, it was just lacking in terms of delivering the detailed functions and benefits of the E-Warong Kube-PKH program. Human and financial resources are sufficient, but human resources in terms of competence there are still actors who come from low KPM resources or come from pre-prosperous families so that they have not been able to maximize the implementation of KUBE E-Warong development.
PKM Pendampingan Penyusunan Standar Pelayanan Publik Pada Masa Pandemi COVID-19 DI Desa Candinegara Kecamatan Pekuncen Kabupaten Banyumas Ariesta Amanda; Thahrina Azriah
Jurnal Pengabdian Masyarakat Dharma Andalas Vol 1 No 1 (2022): Jurnal Pengabdian Masyarakat Dharma Andalas
Publisher : LPPM Universitas Dharma Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (652.492 KB) | DOI: 10.47233/jpmda.v1i1.519

Abstract

Special service standards for pandemic conditions must be made considering the importance of the safety of service providers and beneficiaries of public services. The legal basis for regulations related to the COVID-19 pandemic disaster and Ministry of Health regulations that require the implementation of the COVID-19 protocol. Security and safety guarantees can be applied very strictly to avoid transmission. The preparation of SOPs can serve as a guideline to anticipate various unexpected situations that will be faced by the company (service offices), as well as a reference for carrying out work. In addition, SOPs can also be used as a legal basis in the event of irregularities in the company/public service provider.This Community Partnership Program is implemented on the basis of the urgent needs of partners to be able to realize public services in accordance with government regulations. One of them is the availability of Standard Operating Procedures (SOP) during the Covid-19 Pandemic for public services at the Candinegara Village Village Office, Pekuncen District, Banyumas Regency. The stages of assistance carried out are First, socializing the importance of the availability of SOPs for public services during a pandemic. Partners are given material related to the importance of the availability of Public Service SOPs during a pandemic. Second, training and assistance in the preparation of public service SOPs during a pandemic. Partners are given material related to the steps and stages of preparing the SOP for Public Services during the pandemic. Third, training and mentoring on strategies for formulating SOPs for public services during a pandemic that is effective and efficient. Partners are given material related to the strategy for formulating an effective and efficient SOP for Public Services during a pandemic.The results obtained from this community partnership program activity are the availability of a Public Service Standard Guide during the Covid-19 Pandemic in the form of Standard Operating Procedures. The SOP will later be used in the implementation of public service activities at the Candinegara Village Village Office, Pekuncen District, Banyumas Regency.
Pelayanan Publik Masa Pandemi Covid-19 Di Kabupaten Banyumas Ariesta Amanda; Azriah, Thahrina; Nastiti, Dian
Jurnal Masyarakat Maritim Vol 6 No 1 (2022): Mei, 2022
Publisher : Program Studi Sosiologi Fakultas Ilmu Sosial dan Ilmu Politik Universitas Maritim Raja Ali Haji

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31629/jmm.v6i1.4385

Abstract

Pandemi COVID-19 telah melahirkan berbagai upaya pencegahan maupun penanggulangan, mulai dari level pemerintah pusat hingga level masyarakat. Melalui Surat Edaran Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi RI Nomor 19 Tahun 2020 tentang Penyesuaian Sistem Kerja Aparatur Sipil Negara Dalam Upaya Pencegahan Penyebaran COVID-19 di Lingkungan Instansi Pemerintah yang kemudian mengalami perubahan dengan keluarnya Surat Edaran Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi RI Nomor 34 Tahun 2020, salah satu tujuannya adalah untuk memastikan pelayanan publik di instansi pemerintah dapat tetap berjalan efektif. Inovasi penyelenggaraan pelayanan publik dalam kondisi saat ini menjadi penting adanya agar pelayanan publik tetap dapat berjalan secara efektif. Pemerintah daerah kabupaten banyumas juga telah melakukan perubahan standar pelayanan terutama terkait mekanisme, sistem atau prosedur pelayanan yang manual menjadi online dan menginformasikan perubahan tersebut melalui sistem informasi pelayanan publik yang tersedia. Hasil penenlitian menunjukkan bahwa Standar mal pelayanan publik Kabupaten Banyumas diatur dalam Peraturan Bupati Banyumas Nomor 4 Tahun 2019 Bab II huruf F tentang standar pelayanan, kemudian standar pelayanan tetap mengacu pada prinsip pelayanan publik Peraturan MenPAN-RB Nomor 36 Tahun 2012 tentang Petunjuk Teknis Penyusunan, Penetapan dan Penerapan Standar Pelayanan, terkait dengan pelayanan di masa pandemi mendasarkan pada Peraturan Daerah Kabupaten Banyumas Nomor 2 Tahun 2020 tentang Pencegahan dan Penanggulangan Penyakit di Kabupaten Banyumas, dan Peraturan Bupati Banyumas Nomor 1 Tahun 2021 Tentang PPKM di Kabupaten Banyumas.
Co-Authors Ariesta Amanda Ariesta Amanda Bambang Tri Harsanto Daniel Happy Putra Farchah Naelyatara Lupita Ariantika Sari Paulus Israwan Setyoko