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JPAP (Jurnal Penelitian Administrasi Publik) (e-Journal)
Published by Universitas 17 Agustus 1945 Surabaya
ISSN : 24601586     EISSN : 24601586     DOI : -
Core Subject : Science,
Decision Sciences, Operations Research & Management
Kebijakan publik, manajemen publik, otonomi daerah.
Arjuna Subject : -
Articles 18 Documents
 1   2 
Search results for , issue "Vol 3 No 1 (2017)" : 18 Documents clear
Efektivitas Sistem Pelayanan Pembuatan Surat Izin Mengemudi (SIM) Secara Online di Satuan Penyelenggara Administrasi (Satpas) Colombo Surabaya Fatimah, Siti
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1228

Abstract

Effectiveness of Service System Making Driver's License (SIM) Online in Administrative Administrator Unit (Satpas) Colombo Surabaya Online SIM is applied for the creation of new SIM and SIM renewal. The purpose of this research is to know and describe the effectiveness of service system of SIM making online to know and describe the constraints faced in service system of SIM making online and to know and describe effort done to improve system effectiveness of service of SIM making online. Analytical technique used is descriptive qualitative. The results showed that the effectiveness of the service of making Driver's License (SIM) online is known from several factors, namely: a) Time factor; shows that the time required in service is 15 to 20 minutes; b) Accuracy factors; indicates that the staff or the party providing online services has a high accuracy and accuracy so that in practice rarely found an error in the process of service being run; and c) Service-style factors; it is known that the style of service providers in this case is the staff or parties as performing the duties and responsibilities of work in accordance with applicable SOP and existing. The results also show that online SIM services are considered to be effective but not maximal considering there are still some obstacles in the implementation. These constraints consist of: a) there are still people who do not know clearly about the mechanism of the SIM online; b) the number of staff is considered to be lacking; c) there is a connection or network trouble; d) The Administrative Administrator Unit Colombo Surabaya still uses the conventional system in the implementation of its operational management; and e) still under renovation. In relation to the apparent constraints, efforts are made to improve the effectiveness of SIM-making services online by conducting socialization through television and radio and socializing the ball pickup system; making additional staff as needed, the Parties may cooperate with the service provider; and updating IT-based infrastructure and training in the use of information technology-based infrastructure or the Internet. Keywords: Effectiveness, Service, Driver License (SIM) online
KUALITAS PELAYANAN PENGADUAN PENGGUNA JASA PDAM KOTA SURABAYA (Studi tentang tingkat Responsivitas dan Akuntabilitas PDAM dalam memberikan pelayanan pengaduan pelanggan air kotor/bau) Fatmala, Fikri
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1234

Abstract

Quality Services User of Service User Pdam City Surabaya (Study on PDAM Responsiveness and Accountability in providing customer service of dirty/smelly water). Settlement in Surabaya city is one of clean water prone area. So far the distribution of clean water is done through home connection obtained from pdam Surya Sembada in Surabaya city, but the service obtained stiil not in accordance with service standard. This study aims to how resposiveness an akuntability PDAM Surabaya city in providing services. The method used in this research is qualitative descriptive method whit focus of public service covering, service procedure, completion time, competence of service providr officer. Research results can be seen that customer complaints service water distribution system that has been implemented well enough about the procedures service, facilities and infrasructure, the competence of serviceprovider. But at this yime the process of workmanship provided by the officer has not been in accordance whit waht is set and the officer so far only responds to all customer complaints but not acted upon. Keyword : service, responsiveness and accountability
KEBIJAKAN PENGEMBANGAN PARIWISATA KABUPATEN JEMBER (Studi Kasus Strategi Pengembangan Wisata Pantai Puger Dalam Meningkatkan Kunjungan Wisatawan) Masula, Imroatu Choiroh; Indartuti, Endang; Soenarjanto, Bagoes
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1239

Abstract

Attractions Puger Beach in Jember District, East Java Province. Puger Beach 35 km northwest of the city of Jember known as a fish auction, will Puger Beach has a very interesting beauty with a large waves also can be used for surfing. Another potential that can be developed is the island of Nusa Barong is located not far from Puger Beach, Development of attractions that must be done with more focused and sustainable.The formulation of this research is how is the strategy of puger beach tourism development in increasing the tourists in Jember District Government? So the purpose of the research is to analyze the strategy of puger beach tourism development in increasing the tourists. Sources of data in this study are primary data and secondary data. Primary data was obtained by conducting interviews to tourism managers, the public. Related offices and visitors who are in the location of research, while secondary data obtained from BPS, Department of Culture and Tourism Kab. Jember, libraries and internet, data analysis techniques used using Descriptive Analysis method while to obtain tourism development strategy using SWOT analysis.Based on the results of data analysis and discussion that has been done, it can be concluded tourism object. Puger Beach can be developed using aspects of attractiveness, accessibility aspects, aspects of activities and facilities, social, economic and cultural aspects. In addition, the output of this research is the making of policies and programs that can be used in the development of Puger Beach tourism destination. Keywords: Development Strategy, SWOT Analysis, Policy
PENANGANAN PELAYANAN PENGADUAN PELANGGANMENGENAI KELUHAN TIDAK DAPAT AIR (TDA) DI PDAM SURYA SEMBADA SURABAYA Imaroh, Hafidlotul Ilmi
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1229

Abstract

Handling of Customer Service Complaints about Unconditional Comlaints (TDA) in Surya House Sembada Surabaya. One  form  of  a  quality  public  service  is  to  give  freedom  to  the  community  in  presenting complaints and complaint. Complaints this can be approached in various ways that is either directly or through social media. But variety of ways the complaint is unsatisfactory society for related parties in response to a customer complaint not well responded. Where people are complain about the about cannot water, While the water has an important role as a basic requirement in daily necessities. Hence the researchers interested in do research by the title “Handling  Customer  Service  Complaints  about  Complaints  Can’t  Water  (TDA)  in  PDAM Surya Sembada Surabaya”. The purpose of this research is to find how handling customer service complaints about complaints cannot water (TDA). The methods used in this research is qualitative research methods with the descriptive approach. Based on the results of the study it can be concluded that the proper handling of customer complaints services basically has been carried out in accordance with standard operational procedures and in accordance with the standard of service from Kepmenpan No. 63 in 2003 but some the peoples complaint about the service providers less patient in providing services to customers And in the service it has not satisfy as the water is still muddy and unfit to be consumed. Keywords: Service, Customer Complaints, Complaints
HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN TINGKAT KEPUASAN MASYARAKAT (Studi kasus pembuatan e-KTP di Kecamatan Sumberrejo Kabupaten Bojonegoro) Istiqomah, Dian Aulatul
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1235

Abstract

Public services essentially serve the community with a predetermined service standard for the recipient to be satisfied. In reality, however, problems are often encountered causing delay in the process of making e-ID cards. In this research problem formulation is as follows first what is relation between service quality with level of society satisfaction? And the second what are the factors that inhibit e-ID card service at Sumberrejo District Office of Bojonegoro Regency. The research focus on this research consists of 6 dimensions, namely: reliability, responsiveness, assurance, empathy, tangibles, and complaints handling service. The type of this research is descriptive qualitative with data collection technique interview, observation, and documentation. Data analysis technique used is qualitative analysis. The results of this study can be concluded that from 6 dimensions above the highest level of quality is the handling of complaints suggestions and inputs while the lowest is the empathy dimension. For the satisfaction of the society from the highest dimension is on handling complaints suggestions and inputs while the lowest is on the dimensions of reliability. Keywords: Service Quality, Public Satisfaction
KUALITAS PELAYANAN BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN DI PUSKESMAS WONOAYU KABUPATEN SIDOARJO Rosyadi, Fatkhul
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1240

Abstract

Quality of Social Service Health Service In Puskesmas In Puskesmas Wonoayu District Sidoarjo. One form of public service organized by the government is the fulfillment of public health needs through the National Health Insurance Program, the Social Security Administering Agency (BPJS) of Health. But in the service delivery, there are still problems that often occur such as, there are always long queues, inpatient rooms are often full, drugs are limited and there are usually additional costs. Puskesmas Wonoayu is one of the faskes that serves BPJS Health participants. Therefore the quality of health services is very important in serving patients BPJS Health. In general, this study aims to measure the quality of service BPJS Health Center at Wonoayu Sidoarjo. This research uses descriptive qualitative approach. The data collection method used is observation, interview, and documentation study conducted in approximately three months. The results showed that BPJS Health Service Quality at Wonoayu Public Health Center of Sidoarjo Regency measured using Lupioadi indicator which consist of direct evidence, reliability, responsiveness, assurance, and empathy is good. But in direct evidence indicator there are facilities that are still in the process of revamping and there are also equipment officers are still lacking.Keyword: Indicators of Quality of Public Service, Health Services
KUALITAS PELAYANAN DI MUSEUM KAMBANG PUTIH, TUBAN Putri, Meita Pradani; Rukminingsih, Nunuk
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1225

Abstract

Service Quality in Kambang Putih Museum, Tuban. This research was conducted to know the quality of service in Kambang Putih Museum, Tuban in providing service to the visitor. This research is a qualitative descriptive study. The research focus is based on five dimensions of service quality dimension (SERQUAL) according to Parasuraman that is tangibel, reliability, responsivenees, assurance, and emphaty. The results of this study indicate that the quality of service in Kambang Putih Museum, Tuban has applied tangible, reliability, responsivenees, assurance and emphaty dimension thus the indicators are running well enough. Dimensions of responsivenees, assurance and emphaty have gone very well and are in line with visitor expectations. However, there are several dimensions and indicators that have not run well and not according to the wishes of visitors, including tangible dimensions with facility indicators that make the inconvenience of museum visitors and facilities including incomplete facilities, as well as dimensions of reliability with indicators of officers in the field of education is not in the room so that the officers are there and help provide information about the collection and historic objects, due to the lack of educational personnel at the Museum Kambang Putih, Tuban. Keywords: Quality of Service, Public Service, Museum
KUALITAS PELAYANAN PUSKESMAS MEMPENGARUHI KEPUASAN MASYARAKAT DI PUSKESMAS KALIRUNGKUT KOTA SURABAYA Firdaus, Sylvia Kurnia; Santoso, Teguh
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1230

Abstract

Quality of Puskesmas Service Influence the Community Satisfaction in Puskesmas Kalirungkut Kota Surabaya. Public service as a form of good service both in the public goods, public service and even administrative service that in principle as responsibility and performed by government institution in order to meeting the basic needs of public at large. The government had tried to fulfilled the society needs on health service by established hospitals and Public Health Centres (PUSKESMAS) in whole of Indonesia region. In this case of Puskesmas Kalirungkut Surabaya city conducted various efforts to improve its service quality. This research has purposes to examines the service quality of Puskesmas influencing people satisfaction in Puskesmas Kalirungkut of Surabaya. Focus of the study grounded on five dimension of service quality (SERVQUAL) subject to Parasuraman that are Tangible, Reliability, Responsiveness, Assurance, Empathy.  The research method that used   is qualitative descriptive. The result of the research showed that are 1) service quality in Puskesmas Kalirungkut of Surabaya seen from dimensions of Tangible, Reliability, Responsiveness, Assurance, Empathy are good. 2) Service conditions in Puskesmas Kalirungkut of Surabaya conducted to the public based on Tangible, Reliability, Responsiveness, Assurance, Empathy get rating of fairy good. 3) People satisfaction on service in  Puskesmas Kalirungkut of Surabaya about the people wants on puskesmas services included Tangible, Reliability, Responsiveness, Assurance, Empathy are fairly good in the service managing process then people is satisfied enough. However the people satisfaction does not maximally improved enough due to still found lack in time punctuality and fastness then is necessary to be increased.  Keywords:  Service quality, Public service, People Satisfaction
PELAYANAN PUBLIK BERBASIS GOOD GOVERNANCE ( Studi tentang Akuntabilitas dan Transparansi dalam Pelayanan KTP di Kecamatan Sukolilo Kota Surabaya ) Thetool, Yonas; Indartuti, Endang; Soenarjanto, Bagoes
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1236

Abstract

The phenomenon of public service today is very rampant with problems by the bureaucrats who are less responsible, resulting in service to the community becomes not maximal, and people become unconvinced with the government bureaucracy. The presence of Good Governance is expected to be able to restore public trust to the government bureaucracy. Where Good Governace principles such as Accountability and Transparency are needed. The purpose of this study is To Know the Level of Accountability and Transparency in District Sukolilo Surabaya in the Service ID card. The research method used is to use descriptive research form using qualitative approach. Descriptive research will present data, analyze, interpret, and made conclusions from research conducted by the author. Based on the result of the research, it can be concluded that Accountability in ID card Service in Sukolilo Subdistrict of Surabaya City is good, where performance accountability indicator, cost accountability and accountability of service product have been appraised by society as respondent. Transparency in ID card service in Kecamatan Sukolilo Surabaya is quite good where management, service and service indicators, service procedures, service charge details, authorized and responsible officials, service standards, service promise and service location are considered good enough, but at Indicator of service information and service completion time is still considered not good by the community as respondents. Keywords : Public Service, Good Governance, Accountability and Transparency.
EFEKTIVITAS PELAYANAN SURAT KETERANGAN CATATAN KEPOLISIAN (SKCK) DI POLSEK DRIYOREJO Astuti, Nani Dwi
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1241

Abstract

Public service is essentially the provision of excellent service to the community which is the embodiment of the obligations of the government apparatus as a public servant but the condition in the community shows that the public service in the form of police administration service especially in the case of making Police Note Certificate (SKCK) has not fully run well and Encountered obstacles. In this study aims to determine the effectiveness of SKCK service in Driyorejo Polsek where the research is to answer the formulation of the proposed problem. The type of research used in this research is descriptive research with qualitative approach. The survey method used is the interview method to the employees and the community who perform SKCK service. Indicators used are indicators of service effectiveness, which include simplicity, clarity and certainty, security, openness, efficiency, economics, equity and equity and timeliness. Based on the results of interviews obtained can be concluded that the performance of employees who conducted Polsek Driyorejo in serving the community has been effective because the people who do the service already feel good against the performance of officers Driyorejo Police.Keywords : Service Effectiveness, SKCK Service

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