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Publika
Published by Universitas Negeri Surabaya
ISSN : -     EISSN : 2354600X     DOI : https://doi.org/10.26740/publika.v9n2
Core Subject : Social,
Social Sciences
PUBLIKA is available for free (open access) to all readers. The articles in PUBLIKA include developments and researches in Public Policy, Public Management, and Local Administration (theoretical studies, experiments, and its applications).
Arjuna Subject : Ilmu Sosial - Administrasi Publik
Articles 25 Documents
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Search results for , issue "Vol 10 No 2 (2022)" : 25 Documents clear
INOVASI PELAYANAN KESEHATAN OJEK DARAH ONLINE (ODO) DALAM MENINGKATKAN KUALITAS KESEHATAN MASYARAKAT LAMONGAN Dian Winarti; Eva Hany Fanida
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n3.p335-348

Abstract

Pemerintah Kabupaten Lamongan menginovasikan Ojek Darah Online yang disingkat ODO, sebagai solusi untuk meningkatkan derajat kesehatan masyarakat Lamongan. ODO merupakan inovasi rumah sakit umum daerah Ngimbang Kabupaten Lamongan, Jawa Timur. Inovasi ini untuk mengatasi permasalahan distribusi darah di rumah sakit umum daerah Ngimbang sekaligus untuk memberantas praktik percaloan transport darah. Keunikan inovasi ODO terletak pada peran masyarakat lokal (Paguyuban Ojek Terminal Ngimbang) dan proses distribusi darah dengan kendali berada dibawah rumah sakit. Inovasi ini muncul dari gagasan mempermudah, mempercepat, dan meringankan biaya untuk memperoleh darah. Tujuan dilakukannya penelitian ini untuk mendeskripsikan inovasi ojek darah online (ODO) dalam rangka meningkatkan derajat kesehatan masyarakat Lamongan. Peneliti menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif. Teknik pengumpulan data terdiri dari observasi, wawancara, dan dokumentasi. Teknik analisis data dilakukan dengan mengumpulkan data, mereduksi data, menyajikan data, dan penarikan kesimpulan. Fokus penelitian menggunakan teori komponen kapasitas inovasi yang dikemukakan oleh Emery et al. (2015) yaitu 1) innovative culture (budaya inovasi), 2) leadership (kepemimpinan), 3) expert knowledge (pengetahuan ahli), 4) stake holder engagement (keterlibatan pemangku kepentingan), 5) innovative work design (Desain Kerja yang Inovatif). Hasil dari penelitian ini menunjukan dari komponen budaya inovatif telah diterapkan pada RSUD Ngimbang yang selalu berusaha memperbaiki citra pelayanan serta mewujudkan pelayanan yang mensejahterakan masyarakat dengan menerapkan budaya inovatif dalam kegiatan penyelenggaraan pelayanan kesehatan sehari-hari, kepemimpinan RSUD Ngimbang bertanggung jawab serta sebagai koordinator yang memanjemen seluruh kegiatan yang berkaitan dengan inovasi ODO. Pada Komponen pengetahuan ahli menunjukkan bahwa tanggung jawab dalam pelaksanaan sudah cukup baik dan mumpuni, Komponen keterlibatan stakeholders RSUD Ngimbang melibatkan beberapa pihak eksternal yang menunjukkan bahwa semuanya telah mendukung, dan pada komponen desain kerja inovatif RSUD Ngimbang dan para ODO telah melakukan kerja sama yang baik dan memiliki kesadaran tanggung jawab yang tinggi akan pentingnya inovasi ini. Saran yaitu untuk kedepannya pihak RSUD Ngimbang semakin memperluas kerjasama dan melibatkan berbagai pihak lain dalam mengembangangkan inovasi ODO ini. Kata Kunci: Inovasi, Pelayanan Kesehatan, Ojek Darah Online (ODO) The Lamongan Regency Government has innovated Ojek Blood Online, abbreviated as ODO, as a solution to improve the health status of the Lamongan community. ODO is an innovation of a general hospital in the Ngimbang area, Lamongan Regency, East Java. This innovation is to overcome the problem of blood distribution at the Ngimbang general hospital as well as to eradicate the practice of blood transport brokers. The uniqueness of ODO innovation lies in the role of the local community (Paguyuban Ojek Terminal Ngimbang) and the blood distribution process with control under the hospital. This innovation arose from the idea of making it easier, faster and less costly to obtain blood. The purpose of this study was to describe the innovation of online blood motorcycle taxis (ODO) in order to improve the health status of the Lamongan community. The researcher uses a descriptive research type with a qualitative approach. Data collection techniques consist of observation, interviews, and documentation. Data analysis techniques are carried out by collecting data, reducing data, presenting data, and drawing conclusions. The focus of the research uses the theory of components of innovation capacity proposed by Emery et al. (2015) namely 1) innovative culture, 2) leadership, 3) expert knowledge, 4) stakeholder engagement, 5) innovative work design. ). The results of this study indicate that the innovative culture component has been applied to Ngimbang Hospital which is always trying to improve the service image and realize services that prosper the community by implementing an innovative culture in daily health service delivery activities. activities related to ODO innovation. The expert knowledge component shows that the responsibility for implementation is quite good and qualified, the Ngimbang Hospital stakeholder involvement component involves several external parties who show that all of them have been supportive, and the Ngimbang Hospital innovative work design component and the ODO have done good cooperation and have a high sense of responsibility for the importance of this innovation. The suggestion is that in the future the Ngimbang Hospital will further expand cooperation and involve various other parties in developing this ODO innovation. Keywords: Health Service, Innovation, Online Blood Ojek (ODO)
PERAN PEMERINTAH DESA DALAM PENGEMBANGAN DAN PEMBERDAYAAN MASYARAKAT MELALUI DESA WISATA (STUDI DI DESA JURUG KABUPATEN PONOROGO) Moch Yusuf Syaifudin; Muhammad Farid Ma'ruf
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p365-380

Abstract

Community empowerment is an option for the Village Government to deal with problems that exist in the Village. Whether it's economic, social, or cultural issues, community empowerment is a way to find solutions to these problems. With community empowerment, of course, both the village government and the community want an improvement in the standard of living of the people in the village. One of the problems in the village is the lack of community participation in programs from the village government. The quality of human resources in the village that are less competent will certainly affect the progress of development in the village. This study aims to analyze the role of the Jurug Village Government in community development and empowerment through the Jurug Tourism Village program. The Tourism Village Program is useful for developing the potential of Jurug Village to be able to attract tourists both inside and outside the village. Researchers used descriptive qualitative research, with a focus on research on the role of the Jurug Village Government, The data analysis technique uses an interactive model consisting of data collection, data reduction, and data presentation. The results of research conducted by researchers, the Government has collaborated with the University of Muhammadiyah Ponorogo related to the development of Tourism Villages in Jurug Village. However, in developing and empowering the community in the Tourism Village Program it is still lacking. Many people are still apathetic to the program run by the Jurug Village Government so that the Tourism Village program cannot run properly. In addition, there are problems related to animal waste that pollutes the river that flows through the Pletuk Waterfall tourist site.
DAMPAK PENATAAN PEDAGANG KAKI LIMA DI KAWASAN GEMBONG KOTA SURABAYA Alifvia Nanda Lutfiana; Tjitjik Rahaju
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p381-390

Abstract

Sektor informal pada kota-kota besar seringkali merujuk pada aktivitas perekonomian kecil. Pedagang kaki lima merupakan beberapa pelaku usaha sektor informal yang terkait langsung dengan kebijakan pemerintah kota. Menurut Peraturan Daerah Kota Surabaya No 9 Tahun 2014 Tentang Penyediaan Ruang Bagi Pedagang Kaki Lima Di Pusat Perbelanjaan Dan Pusat Perkantoran Di Kota Surabaya, Pemerintah Kota Surabaya bertanggung jawab dalam menata, membina, dan memberdayakan PKL, tujuan dari adanya Perda untuk mengatur pergerakan PKL, sehingga PKL tidak dibiarkan membludak, PKL perlu pembinaan serta dibuatkan tempat untuk berdagang. Tujuan penelitian ini untuk mendeskripsikan dampak penataan pedagang kaki lima di Kawasan Gembong Kota Surabaya. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif. Fokus penelitian ini adalah dampak individual, dampak organisasional, dampak terhadap masyarakat, dan dampak terhadap lembaga sosial atau sistem sosial. Teknik pengumpulan data melalui teknik wawancara, observasi dan dokumentasi. Teknik analisis data dilakukan melalui empat tahap yaitu reduksi data, menampilkan data, verifikasi dan penarikan kesimpulan. Hasil penelitian berdasarkan teori Finsterbusch dan Motz sebagai berikut : Dampak individual adanya relokasi berdampak pada psikis, biologis, ekonomi, sosial dan lingkungan pedagang kaki lima. Dampak organisasional pada Sentra PKL Gembong Asih saat ini masih belum bisa dilihat, karena Sentra PKL tersebut belum memiliki suatu organisasi apapun yang bisa mewadahi para pedagangnya. Dampak terhadap masyarakat adanya relokasi memberikan keadilan bagi para pemilik rumah, toko, atau tempat usaha yang terganggu. Dampak lembaga dan sistem sosial yaitu terlaksananya Peraturan Daerah Kota Surabaya No 9 Tahun 2014 Tentang Penyediaan Ruang Bagi Pedagang Kaki Lima Di Pusat Perbelanjaan Dan Pusat Perkantoran Di Kota Surabaya, pada PKL di Kawasan Gembong. Kata Kunci: Dampak, Penataan, Pedagang Kaki Lima The informal sector in big cities often refers to small economic activities. Street vendors are some of the informal sector business actors who are directly related to city government policies. According to the Surabaya City Regulation No. 9 of 2014 concerning Provision of Space for Street Vendors in Shopping Centers and Office Centers in the City of Surabaya, the Surabaya City Government is responsible for organizing, fostering, and empowering street vendors, the purpose of the Regional Regulation is to regulate the movement of street vendors, so that Street vendors are not allowed to overflow, street vendors need guidance and a place to trade. The purpose of this study is to describe the impact of structuring street vendors in the Gembong area of ​​Surabaya City. This study uses a descriptive type of research with a qualitative approach. The focus of this research is individual impact, organizational impact, impact on society, and impact on social institutions or social systems. Data collection techniques through interview techniques, observation and documentation. The data analysis technique was carried out through four stages, namely data reduction, displaying data, verification and drawing conclusions. The results of the research based on the theory of Finsterbusch and Motz are as follows: The individual impact of relocation has an impact on the psychological, biological, economic, social and environmental impacts of street vendors. The organizational impact on the Gembong Asih PKL Center is currently still not visible, because the PKL Center does not yet have any organization that can accommodate the traders. The impact on society of relocation provides justice for the owners of disturbed houses, shops, or places of business. The impact of social institutions and systems is the implementation of Surabaya City Regional Regulation No. 9 of 2014 concerning Provision of Space for Street Vendors in Shopping Centers and Office Centers in Surabaya City, at street vendors in the Gembong area. Keywords: Impact, Regulation, Street Vendor
MANAJEMEN STRATEGI PEMENANGAN CALON ANGGOTA DEWAN PERWAKILAN RAKYAT DAERAH (DPRD) PEREMPUAN DALAM PEMILIHAN UMUM KOTA SURABAYA TAHUN 2019 Firdausi Nuzulla Isnainy; Trenda Aktiva Oktariyanda
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p1-15

Abstract

In the 2019 general election, there were as many as 34% of women's representation occupying the seats of the Surabaya City DPRD. However, of the 5 electoral districts in the City of Surabaya, the Surabaya electoral district 5 has the least representation of women elected, namely out of 10 members of the council elected there are only 1 female member, who comes from the PDI P. Seeing this, the purpose of this study is to analyze and describe the management strategy for the winning of female DPRD candidates in the 2019 Surabaya City general election (case study on PDI-P in electoral district 5, Surabaya City), with using the concept of strategic management according to Fred R. David (in Taufiqurokhman, 2016) which consists of 3 variables, namely strategy formulation, strategy implementation, and strategy evaluation. The type of research used is descriptive research with a qualitative approach. Meanwhile, the data collection technique is done through observation, interviews, and documentation. The data analysis techniques used in this study, namely data collection, data reduction, data display, and drawing conclusions/data verification. Based on the results of the research, there are several alternative strategies that have been successfully formulated and implemented by the candidates for legislative members, Bapillu and the DPC PDI-P Surabaya. However, there are also alternative strategies that are less than optimal in their implementation. So that, in the future mapping and recalculation of public votes is needed, as well as an analysis of the targeted electoral districts as part of the strategy in winning the candidates for women DPRD members for the City of Surabaya in the coming period.
IMPLEMENTASI KEBIJAKAN BADAN USAHA MILIK DESA (BUMDES) DALAM PENGEMBANGAN DESA WISATA (STUDI PADA BUMDES SAMBIMADU, DESA SAMBIBULU, KECAMATAN TAMAN, KABUPATEN SIDOARJO) Nurul Maulidiah; Suci Megawati
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p391-406

Abstract

BUMDes policy is based on Law No. 6 of 2016 and Permendesa PDTT No. 4 of 2015 on Establishment, Management, Management and Dissolution of BUMDes. BUMDes Sambibulu is one of the BUMDes in Sidoarjo Regency which was established in 2018. The purpose of the research is to find out and analyze thesuccess rate of bumdes policy implementation process run by BUMDes Sambimadu in developing tourism villages through agrotourism development. This type of research is descriptive with an qualitative approach. The focus of research is on the success rate of bumdes policy implementation process in the development of tourism villages. The research subjects consisted of the Head of Sambibulu Village, Chairman of BUMDes Sambimadu, Bumdes Employee and Sambibulu Village Community. Technique data collection uses observation, interviews, and documentation. This technique is data collection, data reduction, data presentation, and with drawing conclusions. The results of study show that the implementation of BUMDes policy in the development of Tourism Village has not been fully successful because the Human Resources owned by BUMDes Sambimadu are still inadequate and competent, characteristics shown by BUMDes employees busy with their respective affairs so that they take their duties and responsibilities. Cognition skills that do not fully understand the policy of BUMDes Sambimadu in the development of Tourism Village. On the other hand, there is support from good communication between the village government and BUMDes Sambimadu because every week it evaluates activities to correct existing deficiencies in the BUMDes policy implementation process. Keywords: Policy Implementation, BUMDes, Tourism Villages.
IMPLEMENTASI PROGRAM BANTUAN PANGAN NON TUNAI (BPNT) DI KECAMATAN BANCAR KABUPATEN TUBAN Nadya Rindayu Farista Fanny; Suci Megawati
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p407-418

Abstract

Non-Cash Food Aid (BPNT) is food social assistance in the form of non-cash from the government which is regulated in the Minister of Social Affairs Regulation No. 20 of 2019 concerning the Distribution of Non-Cash Food Aid. In 2019 the BPNT program began to be implemented in the Bancar Sub-District This study aims to identify and describe the implementation of the BPNT program in Bancar Sub-District, Tuban Regency. Using a qualitative approach with a descriptive method. The focus of research on policy implementation models according to Donald Van Meter and Carl Van Horn. Data collection techniques through interviews, observation, and documentation. Data were analyzed using Miles, Huberman's analysis, namely data collection, data reduction, data presentation, and drawing conclusions. According to the findings of the study based on Donald Van Meter and Carl Van Horn's six theoretical indications, the BPNT program as a whole has been well-executed, while there are still flaws. The lack of data transmission and data synchronization across devices in the village are hurdles in the communication indicator, resulting in BPNT recipients' data not being upgraded. As a result, the researchers propose that each village head, who is the implementer in the closest scope to the recipient/KPM in this case, conducts a review or supervision of every citizen who is a target of the BPNT program assistance via RT coordination to the village head/relevant village apparatus. Keywords: Implementation, Program, Non-Cash Food Aid
PARTISIPASI MASYARAKAT DALAM PERENCANAAN DANA DESA (STUDI PADA DESA SEMAMBUNG, KECAMATAN WONOAYU, KABUPATEN SIDOARJO) Wahyu Dwi Ramadhan; Muhammad Farid Ma'ruf
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p429-440

Abstract

Pemberian dana desa dimaksudkan agar pemerintah desa dapat menyejahterakan masyarakatnya, salah satu cara yang bisa dilakukan yaitu dengan pembangunan di desa. Dana desa berasal dari APBN yang ditransfer ke APBD Kabupaten/kota dengan fokus utamanya yaitu untuk operasional desa, pembangunan desa, dan pemberdayaan masyarakat. Tahap perencanaan menjadi sangat penting karena besaran anggaran yang akan digunakan dalam satu tahun kedepan ditentukan pada tahap ini. Partisipasi masyarakat menjadi penting dalam tahap ini karena pemerintah desa perlu informasi mengenai apa yang dibutuhkan masyarakat. Penelitian ini bertujuan untuk menganalisis bagaimana partisipasi masyarakat dalam perencanaan dana desa. Metode yang digunakan dalam penelitian ini yaitu dengan deskriptif kualitatif karena peneliti berusaha mendeskripsikan gambaran nyata sesuai dengan kejadian yang sesungguhnya terjadi di lapangan. Teknik pengumpulan data dalam penelitian ini dilakukan dengan wawancara, observasi, studi kepustakaan, dan mengumpulkan dokumen yang terkait dengan penelitian yang kemudian dilakukan penyajian data dengan menggabungkan hasil dari ketiganya untuk dijabarkan dalam hasil penelitian. Hasil penelitian didapati bahwa partisipasi masyarakat dalam perencanaan dana desa sudah berjalan dengan baik, artinya masyarakat cukup antusias dengan adanya forum yang diselenggarakan pemerintah desa dimana masyarakat bisa menyampaikan usulan dan masukan program yang akan di laksanakan dalam satu tahun kedepan. Namun dalam pengambilan keputusan mengenai program yang ditetapkan, masyarakat tidak lagi ambil bagian dalam proses tersebut, pengambilan keputusan hanya disepakati oleh pemerintah desa dan juga tokoh masyarakat. artinya peran masyarakat hanya terbatas pada proses pengusulan program kegiatan saja dan tidak sampai dengan proses pengambilan keputusan, sehingga masyarakat tidak memiliki kontrol atas program yang mereka usulkan. Kata Kunci: dana desa, tahap perencanaan, partisipasi masyarakat The provision of village funds is intended so that the village government can improve the welfare of its people, one way that can be done is by developing in the village. Village funds from the central government which are transferred to the regency/city with main foccusss being for village operations, village development, and community empowerment. The planning stage is very important because the amount of the budget that will be used in the next year is determined at the stage. Community participation is important at this stage because the village government needs information about what the community needs. The research aims to analyze how community participation in village funds planning. The method used in this research is descriptive qualitative because researcher tries to describe the real picture in accordance with the actual events that occur in the location. The data collection technique in this research was carried out by interviewing, observing, studying literature, and collection documents that related to the research which was then carried out by presenting data by combining the result of the three to be describe in the research results. The result of the study found that the community participation in village fund planning had gone well, that community was quite enthusiastic about the forum that organized by the village government where the community could submit proposals and an input for programs that would be implemented in the next year. However, in decision-making regarding the established a program, the community no longer takes a part in the process, the decision-making is only agreed upon by the village government and community leaders. Meaning that the role of the community is only limited to the process of proposing program activities and not to the decision-making, so that the community does not have a control over the porogram they propose. Keywords: village funds, the planning, community participation.
PENERAPAN INOVASI PELAYANAN ROBOT BOJONEGORO TANGGUH (BOBOTA) DI POLRES BOJONEGORO DALAM MENDUKUNG PROGRAM KAMPUNG TANGGUH SEMERU SEBAGAI UPAYA MENEKAN PENYEBARAN COVID-19 Berliana Arta Migia Dwi Saharsa; Eva Hany Fanida
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p419-428

Abstract

The Covid-19 virus has become a global pandemic that has an impact on all aspects of the world, including Indonesia, including in Bojonegoro, so to tackle Covid-19 in Bojonegoro, the flagship program of the East Java Police, namely Kampung Tangguh Semeru, is to fight the spread of the Covid-19 virus, the Bojonegoro Police. has a service innovation program for the technology era during the pandemic which has six features in it, namely starting from the ALPR (Automatic License Plate Recognition) camera, AI Camera (FaceMask Detection Alert), video calls, Announcement Speaker, Mobile Traffic Light, PTZ Camera 270 degrees and Camera 360 degrees. The Bojonegoro Police service innovation program is the Bojonegoro Tough Robot (Bobota). The purpose of this study was to determine and analyze the implementation of the Bobota program innovation in supporting the Tangguh Semeru Village program by the Bojonegoro Police. The method used in this research is descriptive with a qualitative approach through the process of literature study, interviews, observation, and documentation. The focus of this research lies in the innovation of the Bojonegoro Police service in the application of the Bojonegoro Tangguh Robot (Bobota). The results of this study indicate that there are still shortcomings and problems, namely time efficiency. The Bobota service program is one of the innovations to assist the police in carrying out safe, modern and innovative patrol duties during the Covid-19 Pandemic in the jurisdiction of the Bojonegoro Police. Keywords: Covid-19, Service Innovation, Bobota.
ANALISIS PELAKSANAAN MUSRENBANG DESA TERHADAP PENINGKATAN PEMBANGUNAN DI DESA GAYAM KABUPATEN KEDIRI Indah Putri Kurniawati; Deby Febriyan Eprilianto
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p441-456

Abstract

Peningkatan pembangunan desa dipengaruhi oleh perencanaan pembangunan yang dilakukan, salah satunya melalui kegiatan musrenbang desa. Penelitian ini bertujuan untuk mendeskripsikan pelaksanaan musrenbang desa serta adanya peningkatan pembangunan di Desa Gayam, Kecamatan Gurah, Kabupaten Kediri. Penelitian ini termasuk dalam penelitian kualitatif deskriptif. Teknik pengumpulan data melalui observasi pengamatan langsung, wawancara tidak terstruktur, serta dokumentasi berupa foto dan informasi tertulis. Subjek penelitian melibatkan 6 orang yang merupakan sekretaris desa, ketua RW 6, dan 4 masyarakat. Ada enam prinsip yang digunakan dalam perencanaan pembangunan desa menurut Ariadi (2019) antara lain: 1) partisipasi, masyarakat aktif dilibatkan dalam pembangunan desa. 2) transparansi, pemerintah desa transparan terhadap informasi pembangunan yang perlu disampaikan kepada masyarakat. 3) selektif, seleksi masalah dilakukan sesuai kebutuhan masyarakat disetiap wilayah. 4) akuntabel, pertanggungjawaban ditunjukkan melalui tahapan yang dilalui mulai perencanaan sampai realisasi anggaran. 5) pemberdayaan, difokuskan pada pemberdayaan masyarakat desa untuk mengembangkan potensi wisata Pancar Wonotirto dan rest area. Serta 6) keberlanjutan, pembangunan dilakukan secara bertahap sehingga manfaat dapat dirasakan masyarakat. Berdasarkan penelitian yang dilakukan diperoleh informasi bahwa kerjasama seluruh elemen yang ada di masyarakat sangat baik. Mulai dari pemerintah desa, lembaga desa, dan masyarakat. Semua pihak memiliki kontribusi dalam pembangunan desa. Untuk mendukung pelaksanaan pembangunan di desa, hubungan antar elemen masyarakat perlu dipertahankan dengan menjaga komunikasi yang baik. Kata kunci: musrenbang, perencanaan, desa
KUALITAS PELAYANAN PENGIRIMAN POS KILAT KHUSUS DI PT POS KEBONROJO SURABAYA Nurlita Wulansari; Meirinawati Meirinawati
Publika Vol 10 No 2 (2022)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/publika.v10n2.p457-470

Abstract

Service is a form of public service. Currently the services that are often used are in the form of goods delivery services. Deposit service providers are activities carried out to receive, carry and or deliver certain types of postal letters, packages and money from the sender to the recipient at a fee. PT Pos Indonesia is one of the State-Owned Enterprises engaged in the delivery of goods / courier services. PT Pos Indonesia (Persero) offers various services for sending letters or documents, money, goods and packages. A complaint was found on the special express post delivery service with an estimate of only 2 days but until December 14, 2019 it had not yet arrived at the destination address. This study aims to determine the quality of the express mail delivery service of PT Pos Indonesia Kebonrojo Surabaya. The type of research in this research is descriptive with a qualitative approach. Data collection techniques in this research are through observation, interviews, documentation studies, literature studies which are processed and produce answers. Data analysis techniques carried out include data collection, data reduction, data presentation and drawing conclusions or verification. Based on the results of the research on the Quality of Special Express Post Delivery Services at PT Pos Indonesia Kebonrojo Surabaya seen from Kotler and Keller 2016 about five dimensions of service quality, namely physical evidence, reliability, responsiveness, assurance and empathy. Dimensions of physical evidence, the existing facilities in the room have been met. There are no excessive complaints about the facilities and comfort of the room provided. Dimensions of reliability, employees are able to provide and deliver the promised services in a timely and reliable manner. Delivery of goods made is in accordance with the SOP and delivered in accordance with the estimated time promised. Dimensions of responsiveness, employees are able to create good communication and the fast and responsive attitude given by employees makes consumers trust and be loyal to services. Dimensions of guarantee, consumers get a guarantee in accordance with the SOP. Consumers are guaranteed with insurance and employees do not lose consumers. Dimensions of empathy, consumers feel very helped by the services provided. The services provided are also in accordance with the expectations intended by consumers. The special express post delivery service at PT Pos Indonesia Kebonrojo Surabaya as a whole is in accordance with consumer expectations, as evidenced by prioritizing service quality and paying attention to the needs and complaints of consumers who have been loyal and trusted with special express post delivery services at the Kebonrojo Post Office Surabaya. Employees should use identification cards, pay attention to health protocols and provide queue numbers so that they are neat and in accordance with the order. Keywords:Quality of Service, Special Express Postal Delivery, Qualitative

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