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R. Slamet Santoso
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PENGARUH KUALITAS PELAYANAN DAN PENANGANAN ADUAN TERHADAP KEPUASAN PENGGUNA BUS RAPID TRANSIT (BRT) TRANSJAKARTA KORIDOR 1 BLOK M- KOTA Rivalin Arshanda; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 1: Januari 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i1.55304

Abstract

The Greater Jakarta Metropolitan Area is a center of economic activity with a high level of population mobility, making public transportation modes such as the TransJakarta Bus Rapid Transit (BRT) the primary choice for commuters. TransJakarta Corridor 1 (Blok M - Kota) is one of the busiest routes with a continuously increasing number of users in line with the growth of the urban population in Jakarta. However, the increase in the number of users is not always matched by user satisfaction, which is influenced by suboptimal service quality and user complaints on social media that indicate a lack of responsiveness from the operator in handling complaints. This study aims to analyze the effect of Service Quality (X1) on User Satisfaction (Y), the effect of Complaint Handling (X2) on User Satisfaction (Y), and the simultaneous effect of Service Quality (X1) and Complaint Handling (X2) on User Satisfaction (Y) among TransJakarta BRT Corridor 1 users. This study uses a quantitative explanatory approach, collecting data through questionnaires, documentation, and interviews with TransJakarta BRT users based on proportional random sampling techniques involving 100 respondents spread across Corridor 1 (Blok M - Kota) bus stops. The analysis techniques used include the Spearman Rho validity test, Cronbach's Alpha reliability test, Kendall Tau (τ) correlation, Kendall Concordance (W), and Coefficient of Determination (R²). The analysis techniques used were Spearman's rho validity test, Cronbach's alpha reliability test, Kendall Tau (τ) correlation, Kendall Concordance (W), and Coefficient of Determination (R2). The results show a positive and significant relationship between Service Quality (X1) and User Satisfaction (Y) of 0.633, with the coefficient of determination contributing 59.9%. The correlation of other variables shows that there is a positive and significant relationship between Complaint Handling (X2) and User Satisfaction (Y) of 0.580 and a coefficient of determination of 48.8%. Simultaneously, there is a positive relationship between Service Quality (X1) and Complaint Handling (X2) with User Satisfaction (Y) of 0.998 and a coefficient of determination of 60.3%. This study is expected to provide an overview of the relationship between service quality and complaint handling with user satisfaction, as well as provide recommendations for TransJakarta operators to improve services in Corridor 1.
DIFUSI INOVASI APLIKASI MY RSWN DALAM PELAYANAN KESEHATAN DI RSUD K.R.M.T WONGSONEGORO KOTA SEMARANG Diyah Setiya Rini; R. Slamet Santoso
Journal of Management and Public Policy Vol 14, No 1: Januari 2025
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jppmr.v1i1.48793

Abstract

RSUD K.R.M.T Wongsonegoro, Semarang City, as a hospital owned by the Semarang City Government developed the My RSWN application innovation to facilitate online registration and access to other health services. However, there are several problems that indicate that the diffusion of My RSWN application innovation has not been optimal. This research aims to analyze the diffusion of innovation process and the factors inhibiting the diffusion of innovation the My RSWN application. This research applies a descriptive qualitative approach using interview, observation and documentation data collection techniques. The research results show that the diffusion of innovation the My RSWN application has generally gone well, but there are several aspects of innovation diffusion that have not been fulfilled. Innovation meets the attributes of relative advantage, suitability, testability and observability. The communication channels used are mass media and interpersonal. The time period in terms of when the application is created is sufficient and its acceptance through the stages of the innovation decision process. The hospital's social system has been supportive, as can be seen from the support of leaders, collaboration with Health Facility 1, and acceptance of innovation by employees as a group. The innovation diffusion element that has not been fulfilled is the innovation in the complexity attribute. The inhibiting factors are psychological barriers at the level of experience of people who are less familiar with technology, practical barriers to technical availability in terms of system errors and limitations in people's devices, and the age factor. The suggestions given are completing the FAQ menu, providing a guide to using the application in the information section, updating the application regularly and completing the online registration website with a menu like in the application, and providing a special information service counter for the elderly.
PROSES COLLABORATIVE GOVERNANCE DALAM PENANGANAN STUNTING DI KELURAHAN BANDARHARJO KOTA SEMARANG Anindita Putri Natasha; R. Slamet Santoso
Journal of Management and Public Policy Vol 14, No 1: Januari 2025
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jppmr.v1i1.48849

Abstract

Stunting is a significant public health issue that has a serious impact on children's physical growth and cognitive development, ultimately affecting the quality of human resources in the future. Addressing stunting requires collaboration among various stakeholders through a process of collaborative governance. This study aims to describe the process of collaborative governance in handling stunting in Bandarharjo Village, Semarang City, and to identify the supporting and hindering factors in the implementation of this process. The research adopts a qualitative approach with a descriptive design. Data were collected through in-depth interviews with relevant stakeholders, direct field observations, and a literature review to examine relevant theories. The findings indicate that, although active collaborative efforts exist, the process of handling stunting in Bandarharjo Village is not yet optimal. Collaboration among the government, private sector, and the community has not been fully implemented or effective. Key supporting factors identified include government policies that support stunting reduction programs and the political commitment of local leaders. However, dominant hindering factors include low levels of trust among stakeholders, financial constraints, cultural barriers that hinder changes in dietary habits, and a lack of structured coordination and evaluation. This study recommends increasing the frequency of regular meetings to strengthen trust among stakeholders and enhance coordination. A measurable action plan with periodic evaluations is also essential, alongside culturally tailored approaches and nutritional 1 education to raise public awareness. Programs like Gemarikan can be optimized to promote protein consumption through education and access to nutritious food.
PENGARUH BUDAYA ORGANISASI DAN KOMITMEN ORGANISASI TERHADAP PERILAKU KEWARGAAN ORGANISASI PADA PEGAWAI DINAS PERUMAHAN RAKYAT DAN KAWASAN PERMUKIMAN DAN LINGKUNGAN HIDUP KABUPATEN PEKALONGAN Shafira Fatima Azzahra; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 3: Juli 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i3.60032

Abstract

Public service and the overall effectiveness of government agencies are heavily influenced by the positive extra-role behaviors of their employees, known as Organizational Citizenship Behavior. However, empirical phenomena often reveal challenges in optimizing performance, where employees' voluntary contributions still need to be enhanced. Internal factors strongly presumed to influence this behavior are the strength of the organizational culture and the level of employee attachment to the institution. This study aims to analyze the effect of Organizational Culture (X1) and Organizational Commitment (X2) on Organizational Citizenship Behavior (Y), both partially and simultaneously, among employees at the Department of Public Housing, Residential Areas, and Environment of Pekalongan Regency. The research method employed is explanatory research with a quantitative approach. Data were gathered by distributing questionnaires to 85 respondents among the agency's employees using a simple random sampling technique. Data analysis was conducted using the Spearman Rho validity test, Cronbach’s Alpha reliability test, Kendall's Tau correlation, Kendall's Coefficient of Concordance (W), and the Coefficient of Determination (?2) via IBM SPSS 27 for windows. The results of the study indicate that there is a positive and significant relationship between Organizational Culture and Organizational Citizenship Behavior at 0,396 (?2= 66,1%), as well as between Organizational Commitment and Organizational Citizenship Behavior at 0,287 (?2= 52%). Simultaneously, both variables exert a positive and significant influence on Organizational Citizenship Behavior at 0,956 (?2= 69,5%). Nevertheless, improvements are still required in several aspects.
PARTISIPASI MASYARAKAT DALAM PENGEMBANGAN DESA WISATA LOLONG KABUPATEN PEKALONGAN Coriandri Carvi Eufrat Sativa,; R. Slamet Santoso
Journal of Management and Public Policy Vol 14, No 1: Januari 2025
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jppmr.v1i1.48757

Abstract

This research is based on the issue of community participation in Desa Wisata Lolong. The purpose of this study is to analyze community participation in the development of Desa Wisata Lolong and describe the factors that influence community participation in its development. The theory used is the Ladder of Participation by Arnstein. The research method used is descriptive qualitative. Informants were selected using purposive sampling techniques. The analysis techniques include data reduction, data presentation, and data verification with the help of Atlas.TI software. The results show that the community of Lolong Tourism Village is at the placation level of participation, which is categorized as moderate participation. This is indicated by the community giving their aspirations, but decision- making is still controlled by the Village Head. The factors hindering participation include age, occupation, gender, stakeholder interference, and education level. The factors encouraging participation are willingness, ability, and opportunity. Two new factors were found: dependence on the season and tourism improving the community’s economy. The suggestion given is to delegate authority to the community.
ANALISIS KEPUASAN PENGGUNA KERETA REL LISTRIK RUTE COMMUTER LINE BOGOR Nabil El Fikri; R. Slamet Santoso
Journal of Management and Public Policy Vol 14, No 1: Januari 2025
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jppmr.v1i1.48768

Abstract

The Jabodetabek Metropolitan Area as the largest metropolitan area in Indonesia has the highest level of commuter movement with KRL transportation mode as the main choice of commuter workers. The number of Jabodetabek KRL users continues to increase every year along with the increasing number of urban residents in Indonesia. However, the increasing number of Jabodetabek KRL users each year is not accompanied by increasing user satisfaction. The quality of service that is not in accordance with what is expected by users and the high number of KRL user complaints through social media raises a number of questions about the responsiveness of KRL service providers in handling KRL user complaints. The purpose of the study is to determine the relationship of Service Quality (X 1 ) with User Satisfaction (Y), the Relationship of Complaint Handling (X 2 ) with User Satisfaction (Y), and the Relationship of Service Quality (X 1 ) and Complaint Handling (X 2 ) with User Satisfaction (Y) simultaneously to KRL users on the Bogor Commuter Line route by applying matrix theory. The Bogor Commuter Line route is the research locus with the highest occupancy rate compared to other routes. This research applies a quantitative approach with an explanatory type through data collection in the form of questionnaires, documentation, and interviews of KRL users based on proportional random sampling techniques as many as 100 respondents scattered at each station on the Bogor Commuter Line route. The analysis techniques used are Spearman Rho validity test, Cronbach's alpha reliability test, Kendall Tau correlation (τ), Kendall Concordance (W), and Coefficient of Determination (R 2 ). The results showed that there was a positive and significant relationship between Service Quality (X 1 ) and User Satisfaction (Y) of 0.319 and the coefficient of determination contributed 22.9%. The correlation of other variables shows that there is a positive and significant relationship between Complaint Handling (X 2 ) and User Satisfaction (Y) of 0.360 and the coefficient of determination of 22.1%. Simultaneously there is a positive relationship between Service Quality (X 1 ) and Complaint Handling (X 2 ) with User Satisfaction (Y) of 0.271 and a coefficient of determination of 32.5%.
MANAJEMEN TALENTA DI PEMERINTAH DAERAH KOTA BEKASI Haykal Muhamad Jihafan; R. Slamet Santoso
Journal of Management and Public Policy Vol 14, No 1: Januari 2025
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jppmr.v1i1.48753

Abstract

The KASN report (2023) highlights low achievement in the career development aspect of Indonesia's State Civil Apparatus (ASN), with a score of only 33.5%. This reflects a lack of attention to talent management, including the absence of talent pools and succession plans in government agencies, affecting the optimal implementation of the merit system. The Bekasi City Government has attempted to implement talent management through Mayor's Regulation No. 12 of 2022, but challenges persist, especially in ensuring comprehensive implementation. For instance, there was a score of 0 in the availability of a succession plan, and issues like position trading have occurred. This study aims to describe the stages of talent management implementation in the Bekasi City Government and identify the factors influencing its execution. The theories applied in this research are Person-Organization Fit (Kristof, 1996), the talent management framework (Kartika, 2020), and factors influencing talent management (Sehatpour et al., 2020). The research uses a qualitative approach with a combination of purposive sampling and snowball sampling to select relevant subjects from the Bekasi City Personnel and Human Resources Agency (BKPSDM). The results indicate that while talent management stages in Bekasi City have begun, they have not been fully optimized or implemented comprehensively. Talent acquisition, development, and retention have been initiated but require further improvement, and talent placement has not been aligned with succession plans due to incomplete information systems. Factors influencing the implementation include cultural, managerial, human resources, and environmental aspects, as well as the commitment of leadership and the readiness of a talent management information system. The study recommends strengthening talent acquisition strategies, launching a cadre school program for career development, and ensuring talent placement aligns with a more structured succession plan.
ANALISIS PERAN STAKEHOLDERS DALAM PENGEMBANGAN OBJEK WISATA MUSEUM DAN MONUMEN PALAGAN AMBARAWA DI KABUPATEN SEMARANG Rosita Alma Rintawati; R. Slamet Santoso
Journal of Management and Public Policy Vol 14, No 1: Januari 2025
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jppmr.v1i1.48796

Abstract

This study aims to analyze the role of stakeholders and supporting and inhibiting factors in the development of the Ambarawa Palagan Museum and Monument tourist attraction. This research method is qualitative descriptive with data collection through in-depth interviews, observation, and documentation. The results of the study indicate that the roles of stakeholders involved include policy creators (Semarang Regent, Semarang Regency Tourism Office, Semarang Regency Regional Development Planning and Research Agency, and Semarang Regency Regional Finance Agency); coordinators (Semarang Regency Tourism Office, Regional Technical Implementation Unit for Tourism Objects, and Field Coordinators for tourism object management); facilitators (Semarang Regency Tourism Office, Public Works Office, Semarang Regency Environmental Office, Semarang Regency Transportation Office, and Central Java SCTv); implementers (Semarang Regency Tourism Office, Regional Technical Implementation Unit for Tourism Objects, and Field Coordinators for tourism object management); and accelerators (Semarang Regency Tourism Office, Semarang Regency Traditional Media Communication Forum, Raden Wijaya Wonogiri Buddhist College, Central Java SCTv, local communities and tourists). Then, the supporting factors consist of accessibility and determinants of stakeholder actions. Meanwhile, the inhibiting factors consist of stakeholder perceptions and participation. The conclusion of this study is that there are still challenges faced by stakeholders including suboptimal coordination between stakeholders, limited budget resources, lack of workforce and less attractive tourist attractions. Therefore, the researcher provides suggestions for improving communication and cooperation between stakeholders, increasing the number of workers and tourist attractions through the use of digital technology.
IMPLEMENTASI PROGRAM INDONESIA PINTAR (PIP) DI SMA KECAMATAN BANYUMANIK KOTA SEMARANG Devin Musyaffa Marsa; R. Slamet Santoso
Journal of Management and Public Policy Vol 14, No 1: Januari 2025
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jppmr.v1i1.49149

Abstract

The Smart Indonesia Program (PIP) is a government program in the education sector in an effort to overcome school dropouts in Indonesia. Students at the high school level in Banyumanik District who received PIP Assistance amounted to 316 students. This study uses a qualitative method with a purposive sampling technique. Data sources are from the results of interviews, observations and documentation. This study aims to determine the policy implementation process and identify factors that affect the implementation of the Smart Indonesia Program in Banyumanik District by combining Riant Nugroho's theory of Accuracy with Mazmanian/Sabatier Policy Implementation. The results of the study show that the implementation of PIP in Banyumanik District has not gone well, marked by the fact that there are still many parents of students who do not understand the mechanism of PIP distribution, so that students who experience delays in activating PIP disbursement fund accounts are hampered and cause the recipient quota to be reduced. Influencing factors include the characteristics of the problem, political support and implementation stages, it was also found that party interest factors affect the running of PIP, where the requirements for the candidacy of PIP recipients proposed by political parties are different from regulations regarding PIP so that the disbursement of PIP funds is not on target. The recommendation in the study is to conduct more intense socialization related to PIP monitoring and evaluation to ensure that recipient data is valid and on target, so that it is in accordance with applicable regulations.
ANALISIS EFEKTIVITAS ORGANISASI DINAS KEPENDUDUKAN DAN PENCATAN SIPIL KABUPATEN WONOGIRI Zakaria Azhar Ar Rahman; Ari Subowo; R. Slamet Santoso
Journal of Management and Public Policy Vol 14, No 1: Januari 2025
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jppmr.v1i1.49122

Abstract

The Population and Civil Registration Office has an important role because it brings public services closer to the community. However, the Population and Civil Registration Office is often faced with complex problems, especially managerial problems. This study aims to examine the relationship between leadership with organizational effectiveness, motivation with organizational effectiveness, and leadership and motivation with organizational effectiveness. This research uses a correlational quantitative method, with data collection techniques of interviews, questionnaires, observation, and documentary with primary and secondary data sources. The results of this study indicate that Leadership (X1) has a positive and significant relationship to Organizational Effectiveness (Y) of the Population and Civil Registration Office of Wonogiri Regency. So that the better the leadership, the better the organizational effectiveness. Motivation (X2) has a positive and significant relationship to Organizational Effectiveness (Y) of the Population and Civil Registration Office of Wonogiri Regency. So that the better the motivation, the better the organizational effectiveness. Simultaneously Leadership (X1) and Motivation (X2) have a significant relationship to Organizational Effectiveness (Y). So that if leadership and motivation are improved, it will also increase organizational effectiveness.
Co-Authors Anindita Putri Natasha Ari Subowo Coriandri Carvi Eufrat Sativa, Devin Musyaffa Marsa Diyah Setiya Rini Eirene Laura Juwita Herawati Haykal Muhamad Jihafan Jauza Sahda Shofiyana Nabil El Fikri Novan Atthoriq Reina Tri Lenggani Rivalin Arshanda Rosita Alma Rintawati Sahira Mardarena Shafa Elmira Aziza Shafira Fatima Azzahra Sriajeng Pramugita Salsabilla Vinsensia Apriliana Crisindi Yosafhat Manalu Zakaria Azhar Ar Rahman