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Unang arifin
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UPT Publikasi Ilmiah, Universitas Islam Bandung. Jl. Tamansari No. 20, Bandung 40116, Indonesia, Tlp +62 22 420 3368, +62 22 426 3895 ext. 6891
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Bandung Conference Series: Public Relations
Published by Universitas Islam Bandung
ISSN : -     EISSN : 28282167     DOI : https://doi.org/10.29313/bcspr.v2i2
Core Subject : Humanities, Education, Social,
Humanities Languange, Linguistic, Communication & Media Social Sciences
Bandung Conference Series: Public Relations (BCSPR) menerbitkan artikel penelitian akademik tentang kajian teoritis dan terapan serta berfokus pada Public Relations dengan ruang lingkup Strategi Promosi, Brand, Citra, Corporate Social Responbility, Digital Public Relations, Diplomasi Publik, Dramaturgi, Hoax, Humas International, Informasi, Kampanye Public Relations, Transaksi, Krisis, Kinerja, Komunikasi Persuasi, Konseling, Konten, Kredibilitas, Kualitas Pelayanan, Literasi, Media Online, Media Sosial, Membangun Kepercayaan, Minat beli, Motif, Pelayanan, Pemberitaan, Peran Sosial, Perspektif, Pola Komunikasi Perusahaan, Profesionalisme, Publikasi, Rebranding, rebranding, Sikap, Special Event, Strategi media relations, Publikasi, Teknologi Informasi, Word of Mouth. Prosiding ini diterbitkan oleh UPT Publikasi Ilmiah Unisba. Artikel yang dikirimkan ke prosiding ini akan diproses secara online dan menggunakan double blind review minimal oleh dua orang mitra bebestari.
Arjuna Subject : Ilmu Sosial - Komunikasi
Articles 1 Documents
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Search results for , issue "509-516" : 1 Documents clear
Inovasi Layanan Publik melalui Aplikasi LAPNAJEL Hotline Service di Lembaga Pemasyarakatan Narkotika Kelas IIA Bandung Syavira Najwa Filzainia; Maya Amalia Oesman Palapah
Bandung Conference Series: Public Relations 509-516
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcspr.v6i2.26014

Abstract

Abstract. This study aims to analyze public service innovations at the Class IIA Drug Rehabilitation Center in Bandung using the SERVQUAL model developed by Parasuraman, Zeithaml, and Berry (1988). The research method used is qualitative descriptive, with information collection techniques consisting of interviews conducted with staff at the Class IIA Drug Rehabilitation Center in Bandung. This study measures five dimensions of service quality, namely: tangibles (physical evidence), reliability, responsiveness, assurance, and empathy. Based on in-depth interviews with the two key informants, the delivery of public services through the Lapnajel Hotline Service application has generally been running well. The public relations officer stated that the presence of this application has brought about tangible changes in the interactions between inmates and their families, which previously relied heavily on in-person visits. However, the visitation guards acknowledged that inconsistencies in scheduling and the timeliness of services remain common complaints from visitors, primarily due to limited internet connectivity.   Abstrak. Penelitian ini bertujuan untuk menganalisis inovasi pelayanan publik di Lembaga Pemasyarakatan (Lapas) Narkotika Kelas IIA Bandung dengan menggunakan pendekatan model SERVQUAL yang dikembangkan oleh Parasuraman, Zeithaml, dan Berry (1988). Metode penelitian yang digunakan adalah deskriptif kualitatif dengan teknik pengumpulan informasi berupa wawancara kepada staff Lapas Narkotika Kelas IIA Bandung. Penelitian ini mengukur lima dimensi kualitas pelayanan, yaitu: tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), dan empathy (empati). Berdasarkan hasil wawancara dengan dua key informan, penyelenggaraan layanan publik melalui aplikasi Lapnajel Hotline Service secara umum telah berjalan dengan baik. Kehadiran aplikasi ini membawa perubahan nyata dalam interaksi antara warga binaan dengan keluarganya yang sebelumnya sangat bergantung pada kunjungan fisik. Meski demikian, konsistensi jadwal dan ketepatan waktu layanan masih menjadi kendala yang kerap dikeluhkan pengunjung, terutama akibat keterbatasan jaringan internet.

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