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All Journal Jurnal Bina Praja JETL (Journal Of Education, Teaching and Learning)
Karya, Muhammad Adie
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Aerospace Engineering Humanities Education Environmental Science Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences

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The Analysis of Academic Community Satisfaction with Public Services in The Higher Education Service Institution Haryono, Bambang Santoso; Karya, Muhammad Adie; Sujarwoto, Sujarwoto
JETL (Journal of Education, Teaching and Learning) Vol 9, No 2 (2024): Volume 9 Number 2 September 2024
Publisher : STKIP Singkawang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26737/jetl.v9i2.5331

Abstract

The services quality will provide a satisfied perception of the services provided by the government. Public services provided by the government are felt to have not met the expectations of the community, as evidenced by the complaints submitted by the service users. This study aims to analyze the value of the service user satisfaction index on The Higher Education Service Institution (LLDIKTI) Region XI services in an effort to determine and evaluate the dimensions of the service quality. The descriptive quantitative is used as the research method. In this research, the data collection techniques using questionnaires, observation as primary data, and literature study as secondary data. The data analysis technique is guided by Permenpanrb number 14 of 2017. The results, 1) The service user satisfaction index obtained a value of 87.13, which means that the perception of satisfaction with the quality of LLDIKTI Region XI services is considered GOOD. However, it is still below based on the Ministry of Education and Culture's road map targets of 92.0. 2) In the ServQual dimension with indicators of Tangibles (U9), Reliability (U1, U2, U5), Assurance (U6), Empathy (U7), Responsiveness (U3) are below the value of 92.0. 3) There is no policy specifically to regulate the follow-up of public satisfaction survey results. 4) The digital services in the services that are dominantly accessed by service users, namely resource services, and PDDIKTI services. So, further research is needed to find out the factors that affect the quality of digital services on the service user satisfaction.
Digitalisasi dan Inovasi Proses Layanan: Upaya Peningkatan Kualitas Layanan Pendidikan Tinggi di Pulau Kalimantan Karya, Muhammad Adie; Haryono, Bambang Santoso; Sujarwoto
Jurnal Bina Praja Vol 16 No 1 (2024)
Publisher : Research and Development Agency Ministry of Home Affairs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21787/jbp.16.2024.69-81

Abstract

The law mandates public services that implement its principles. Digitalization and innovation of the service processes are necessary in today's digital era. There are still many public reports on digital services in general, and there are still many private universities in Kalimantan that have category C/Good/Unaccredited, indicating that the process of digitization and service innovation in higher education services in Kalimantan has challenges that are not easy. This research aims to reveal how the efforts of the Higher Education Service Institution (LLDIKTI) Region XI in improving the quality of higher education services in Kalimantan Island and to find out the success factors and inhibiting factors in this effort. The method in this research is qualitative, with interviews and observations as primary data, while secondary data uses documentation and literature studies. Data analysis techniques use triangulation with data collection, reduction, presentation, and verification stages. The results showed that 1) There are five service digitization innovations intended for stakeholders or service users that continue to be developed to accommodate all types of services in accordance with service standards, 2) Service process innovation is carried out by changing the process flow in service standards from 12.4 days to 7.5 days, 3) The main supporting factors are digital leadership and human resources, 4) The main inhibiting factors are commitment and digital literacy. This shows that efforts are needed that must be supported by all aspects of an organization to carry out sustainable digitalization and service innovation.
Co-Authors Bambang Santoso Haryono Sujarwoto Sujarwoto Sujarwoto, Sujarwoto