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All Journal Journal of Innovative and Creativity Journal of Multidisciplinary Inquiry in Science, Technology and Educational Research
Rika Aprilliyanti
Universitas Bina Bangsa
Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Analisis dalam Menguraikan dan Memproyeksikan Ragam Organisasi Publik di Indonesia Rika Aprilliyanti; Eli Apud Saepudin; Surni Ernawati; M Afan; Ahmad Ripa’i; Ulpi Fitriani
MISTER: Journal of Multidisciplinary Inquiry in Science, Technology and Educational Research Vol. 1 No. 2 (2024): APRIL
Publisher : UNIVERSITAS SERAMBI MEKKAH

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32672/mister.v1i2.1477

Abstract

The purpose of the analysis is to describe and project the variety of public organizations in Indonesia to understand the dynamics of public organizations in Indonesia and can become a basis for formulating appropriate policies in managing organizations in the future. Public organizations are the largest organizations that accommodate all levels of society within the scope of the State and have legitimate (legitimized) authority in the fields of politics, government administration and law in an institutionalized manner so that they have the obligation to protect their citizens and serve their needs, on the other hand, they also have the right to collect taxes. for funding, as well as imposing penalties as regulatory enforcement sanctions. The data analysis technique used is a qualitative analysis technique. The results of this analysis show that in Indonesia, there are various types of public organizations that have different roles and functions in government and society, such as government institutions to BUMN, BUMD, community organizations, NGOs and international organizations. These various public organizations have an important role in development and governance in Indonesia, and play different roles in supporting the various needs of society and the state.
Analisis Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Serang Rika Aprilliyanti; Gatot Hartoko; Eli Apud Saepudin
Journal of Innovative and Creativity (Joecy) Vol. 6 No. 2 (2026)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v6i2.14078

Abstract

Pelayanan publik yang berkualitas merupakan salah satu indikator keberhasilan penyelenggaraan pemerintahan dalam memenuhi kebutuhan masyarakat. Namun, pelaksanaan pelayanan pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kota Serang masih menghadapi beberapa kendala, seperti proses pelayanan yang belum sepenuhnya cepat, kejelasan informasi yang belum optimal, serta masih adanya keluhan masyarakat terhadap kualitas pelayanan yang diterima. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan terhadap kepuasan masyarakat pada DPMPTSP Kota Serang berdasarkan lima dimensi SERVQUAL, yaitu Tangibles, Reliability, Responsiveness, Assurance, dan Empathy. Penelitian menggunakan metode kualitatif dengan pendekatan deskriptif. Data diperoleh melalui observasi, wawancara mendalam, dan dokumentasi terhadap aparatur DPMPTSP serta masyarakat pengguna layanan. Analisis data dilakukan menggunakan model interaktif Miles dan Huberman yang meliputi reduksi data, penyajian data, serta penarikan kesimpulan, dengan pengujian keabsahan data melalui triangulasi. Hasil penelitian menunjukkan bahwa kualitas pelayanan di DPMPTSP Kota Serang secara umum telah berjalan cukup baik pada seluruh dimensi SERVQUAL. Ketersediaan sarana dan prasarana, kompetensi aparatur, daya tanggap dalam memberikan pelayanan, jaminan kepastian pelayanan, serta sikap empati petugas memberikan kontribusi positif terhadap kepuasan masyarakat. Meskipun demikian, masih diperlukan peningkatan pada aspek kecepatan pelayanan, optimalisasi pemanfaatan teknologi informasi, serta penyampaian informasi yang lebih jelas dan mudah dipahami masyarakat. Peningkatan kualitas pelayanan secara berkelanjutan melalui penguatan sumber daya manusia, digitalisasi layanan, dan perbaikan fasilitas pelayanan diharapkan mampu meningkatkan kepuasan masyarakat sekaligus mewujudkan pelayanan publik yang lebih efektif, efisien, transparan, dan berorientasi pada kebutuhan masyarakat.
Co-Authors Ahmad Ripa’i Eli Apud Saepudin Gatot Hartoko M Afan Surni Ernawati Ulpi Fitriani