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All Journal Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis
Bustam Layn, Safrudin
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Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Library & Information Science

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Evaluating Public Service Quality Using the SERVQUAL Model: An Analysis of Key Service Dimensions Juadry Engko, Garry; Tuanaya, Wahab; Normawati, Normawati; Bustam Layn, Safrudin
Public Policy Jurnal Aplikasi Kebijakan Publik dan Bisnis
Publisher : Lembaga Penelitian & Pengabdian Masyarakat (LPPM) STIA Said Perintah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51135/PublicPolicy.v6.i1.p173-188

Abstract

This study assesses the quality of public services at the Benteng Village Office in Nusaniwe District, Ambon City, utilizing the SERVQUAL model across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. While most indicators for Tangibles, Reliability, and Assurance are being met, there are notable gaps in the comfort of physical facilities and the technological proficiency of staff. The Responsiveness dimension aligns with community expectations; however, there are concerns regarding staff friendliness in the Empathy dimension. Key factors affecting service quality include the professionalism of human resources, IT infrastructure, and community oversight. The study recommends enhancing staff skills, upgrading facilities, and promoting a positive service culture to elevate service quality in Benteng Village.
The Impact of Information and Communication Technology on Enhancing Health Service Quality Suwanto, Suwanto; -, Normawati; A. Ufie, Josep; Bustam Layn, Safrudin
Public Policy Jurnal Aplikasi Kebijakan Publik dan Bisnis
Publisher : Lembaga Penelitian & Pengabdian Masyarakat (LPPM) STIA Said Perintah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51135/PublicPolicy.v6.i2.p209-225

Abstract

This study investigates how information and communication technology (ICT) can enhance health services at the Central Maluku District Health Office. The findings reveal that website and mobile applications, telemedicine, and GIS need infrastructure upgrades, improved technological literacy, enhanced data security, and training for medical staff. Social media is utilized to raise public awareness, while Electronic Medical Records (EMR) streamline administrative efficiency and coordination. However, management systems for clinics and hospitals are still inadequate, leading to long wait times and scheduling problems. On a positive note, digital reporting is advancing, allowing for real-time monitoring and analysis at RSUD Masohi.
Co-Authors -, Normawati A. Ufie, Josep Juadry Engko, Garry Normawati Normawati, Normawati Suwanto Suwanto Tuanaya, Wahab