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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 2 (2017)" : 18 Documents clear
PENGARUH KUALITAS WEBSITE DALAM LAYANAN E-KIOS TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN NGINDEN JANGKUNGAN SURABAYA Ramadhani, Putu Ayu; Radjikan, Radjikan; Zakariya, Zakariya
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1251

Abstract

In the current era of information technology, demanding effective and efficient public services along with the diverse needs and wants of everyone. The existence of public services e-Kiosk is one sign of the development of information technology with the aim to improve the quality of service. Thus the authors take the title of Website Quality Influence In e-Kiosk Service Against Satisfaction Society (Urban Nginden Jangkungan Surabaya) because there is still a public complaints over the e-Kiosk machine disorder that sometimes does not work properly. The purpose of this research is to know the effect of simultaneous and partial of website quality dimension that is usability (X1), information quality (X2), and service interaction quality (X3) with community satisfaction (Y) and which is the most dominant influence to public satisfaction. This research uses correlational research with quantitative approach of 100 respondents conducted by accidental sampling sampling technique in Nginden Jangkungan Urban Village and data collection technique through observation, questionnaire, and literature study. The results showed that simultaneously, the three dimensions of website quality affect the satisfaction of the community. Partially, usability and information quality have influence to public satisfaction, while service interaction quality does not have influence to the satisfaction of society and from third dimension of website quality, information quality dominant influence to public satisfaction. Key words: quality website, Usability, Information Quality, Service Interaction Quality, and community satisfaction
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KUA KECAMATAN RUNGKUT KOTA SURABAYA Anggraini, Lingga Heri
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1256

Abstract

The influence the quality of service to the community satisfaction in KUA sub-district Rungkut, Surabaya City. Office of Religious Affairs (KUA), is an official state institution assigned to carry out some duties of the Indonesian religious ministry office in districts and cities for Islamic religious affairs within the district area. KUA facilities should ideally be of a reasonable quality in accordance with the duties and functions of KUA. It is very influential on KUA services to the community so that the visible satisfaction for the community at large. This study aims to determine and analyze the effect of service quality on community satisfaction in KUA Rungkut Subdistrict, Surabaya City. KUA facilities should ideally be of a reasonable quality in accordance with the duties and functions of KUA. It is very influential on KUA services to the community at large. This study aims to determine and analyze the effect of service quality on community satisfaction in KUA subdistrict Rungkut Surabaya City. Research method using questionnaire. Analysis techniques using interval analysis and correlation test. There are 100 respondens studied in this study by answering questions based in questionnaires given to assess public opinion about KUA services and their effect on community satisfaction. Independent variable is service quality and dependent variable is community satisfaction. The research result based on quantitative data processing through interval analysis and correlation test, the result of interval analysis shows the satisfaction of the community regarding the quality of service in KUA subdistrict Rungkut Surabaya good and satisfactory. The correlation test result of 0,868 and 0,932 indicates that the correlation of KUA service quality relationship and community satisfaction is very strong. This shows that the KUA subdistrict office members always try to provide the best service, systematic and professional for the community and try to give satisfaction to the community. Keywords: Service Quality, Communty Satisfaction, Office of Religious Affairs (KUA) Subdistrict Rungkut
Strategi Pemerintah Desa Untuk Meningkatkan Partisipasi Masyarakat dalam Rangka Pembangunan Desa (Studi pada Desa Kemamang Kecamatan Balen Kabupaten Bojonegoro) Lailiani, Bella Arinta
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1261

Abstract

Village Government Strategies to Increase Community Participation in the Framework of Rural Development. Community participation in Desa Kemamang appears in the implementation of the policy that is related to the development of the village, but in general the participation of people in Kemamang Village is less than the maximum. The purpose of this study is to know and describe the strategy of village government to increase community participation in the framework of village development in Kemamang Village Balen District Bojonegoro District. Data analysis in this research is done qualitative descriptive data analysis technique and to determine strategy done with SWOT analysis. The results show that based on SWOT matrix and SWOT analysis in Diagram, it is known that the right strategy to be applied by Kemamang Village Government of Balen District Bojonegoro Regency in increasing community participation in rural development is S-O strategy. The strategy is to build a shared commitment with the community and utilize the funds so that the realization of village infrastructure development can be completed soon. Keyword :Strategy of Village Government, Community Participation, Rural Development
PERANAN SOP PADA ORGANISASI PEMERINTAHAN KOTA SURABAYA DALAM PENINGKATAN KEPUASAN PELAYANAN KEPADA MASYARAKAT(Studi Di Bagian Umum dan Protokol Pemerintahan Kota Surabaya) Junita, Tias Dwi
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1266

Abstract

THE ROLE OF SOP IN ORGANIZATION OF SURABAYA CITY GOVERNMENT IN THE IMPROVEMENT OF SERVICE SATISFACTION TO COMMUNITY (Study In General Section and Surabaya City Government Protocol) This research titled SOP (Procedure Operational Standards) role in Surabaya Municipal Government Organization in Improving Service Satisfaction to the society (Study in General Division and Protocol of Surabaya Municipal Government).SOP role in the government institution service is essential. SOP as work guidance and Public service human resource performance measurement, with service comply with SOP also has effect on service satisfaction toward the society. The implementation of research object located in General Division and Protocol Office of Surabaya Municipal Government at Taman Surya 1 Surabaya. Method that used in this research by using qualitative descriptive method. Data analysis technique done, by using data presentation , data reduction, data display, and draw conclusion. Collection technique that used by the researcher are begin from interview of service staff/officers in General Division and Protocol Office of Surabaya Municipal Government , comprise of Division Head of General Division and Protocol Office, Secretary of Division Head of General Division and Protocol Office, and officers of General Division and Protocol Office , and several public people who using service in the General Division and Protocol Office. Field observation/research object , documentation and learning from existing yearly report in this office. The finding result taken by the research, show that what have done by researching SOP of General Division and Protocol Office of Surabaya Municipal Government, synchronizes at today service condition with exist SOP, then the result of the research can be explained that SOP role in improving service satisfaction to the society can not be successful yet because there are still to be improved again its service and human resource in order to make society satisfaction can be increased. Keywords : SOP, Service, Service satisfaction to the society
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 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1252

Abstract

The Relationship Between The Quality Of Service With The Level Of Satisfaction. 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
FAKTOR YANG MENDUKUNG PELAYANAN PEMBUATAN SURAT IZIN MENGEMUDI (SIM) DIWILAYAH KEPOLISIAN RESORT KOTA BESAR (POLRESTABES) SURABAYA Herlina, Herlina
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1257

Abstract

FACTORS SUPPORTING SERVICES MAKING DRIVING LICENSES (SIM) IN POLICE REGION OF BIG CITY (POLRESTABES) SURABAYA. The authority to grant a motor vehicle license in Indonesia is legally owned by the Police of the Republic of Indonesia (Polri). However, as one of the agencies authorized in the service of making a Driver's License (SIM), there is often a problem in the bhayangkara corps alias the police. In addition to the problem brokering Public complaints related to the creation of Driver's License (SIM) is the service of making Driver's License (SIM) executed by police officers not in accordance with the wishes of the community, Therefore, the need for adequate and qualified human resources can create more efficient and more cooperative public services. The focus in this research is the factors that support the service of making Driver's License (SIM) in the Police Town Resort Police area (Polrestabes) Surabaya. The method used in this research is qualitative descriptive type. The results of this study are factors that support the performance of bureaucracy that can be seen from the indicators of the ability of officers, quality of human resources, government support, and working conditions in providing excellent service quality and professional. Suggestions in this study is to be more maintained and improved again in providing public services, especially in the service of making this driver's license (SIM).  Keywords: public service, human resource performance.
PELAKSANAAN PELAYANAN PRIMA DALAM MENINGKATKAN KEPUASAN MASYARAKAT (Studi kasus Pelayanan Pengurusan Kartu Keluarga di Kecamatan Menganti, Gresik) Cintyawati, Birantika; Indartuti, Endang; Wibowo, Judhi Hari
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1262

Abstract

IMPLEMENTATION OF PRIMA SERVICE IN IMPROVING COMMUNITY SATISFACTION (Case Study of Family Card Handling Service in Kecamatan Menganti, Gresik)This research is meant to find out the implementation of excellent service to increased people satisfaction where the focus of the proposed research is trying to understand about the public service excellence in improving people's satisfaction at maintenance services of the Kartu Keluarga (KK). This research is associative descriptive research with quantitative approach. Survey method is done by issuing interviews and distributing questionnaires. Indicators that used in the service excellence are simplicity, clarity, certainty of time, accuracy, security, responsibility, completeness of facilities and infrastructure, ease of access, discipline, courtesy and friendliness and comfort. Indicators in the people satisfaction it can be done by measuring Indeks Kepuasan Masyarakat (IKM) i.e. the procedures, conditions of service, the clarity of service personnel, disciplinary care workers, the responsibility of service personnel, the ability of service personnel, speed of service, justice to get service, courtesy and friendliness of the clerk, reasonableness of fees service, cost of service assurance, service schedule certainty, convenience and security environment ministry. The subjects were employees of the service and the people who perform the maintenance services of Kartu Keluarga 150 respondents using quota sampling method is sampling. Based on interviews and distributed questionnaires showed that the excellent service performed by employees, especially service management to increasing People Satisfaction in District Menganti, Gresik is good and the people are satisfied with the services provided by employees. Keywords: Excellence Service, People Satisfaction
IMPLEMENTASI PROGRAM KELUARGA HARAPAN (PKH) TERHADAP KELUARGA SANGAT MISKIN (KSM) PENERIMA BANTUAN (STUDI DI KECAMATAN RINDI KEBUPATEN SUMBA TIMUR) Pekuwali, Pelipus; Indartuti, Endang; Zakariya, Zakariya
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1267

Abstract

Implementation of Hope Family Program (PKH) to Very Poor Family (KSM) Recipient Help (Study in Rindi District Sumba Timur). This study aims to describe the implementation of Family Hope Program (PKH) in Rindi District, East Sumba Regency. This research uses qualitative descriptive method type. Data collection techniques used in the form of interviews to get a deep data from the sources. And Techniques The collection of data from existing sources is through records, archives, and documents, textbooks, existing both in the institution related to PKH and the libraries that deal with the research problems discussed. Informant research that includes the implementers, target groups and public figures in general. The results of this study show that PKH Implementation in Rindi Sub-district of East Sumba Regency has many obstacles and has not been implemented well, socialization and information distribution about PKH has not been fully known by the figures and society in general except the executing party and the target group, And there is no clear SOP on PKH in Rindi District. Keywords: implementation, program keluarga harapan (PKH)
KUALITAS PELAYANAN PUBLIK BIDANG ADMINISTRASI KEPENDUDUKAN DI KECAMATAN WONOCOLO SURABAYA Hidayattullah, Bagus Hanif
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1253

Abstract

Quality Public Service Administration Field of Population in Sub District Wonocolo Surabaya. This research is descriptive research using qualitative approach. Technique of data collection is done by observation, interview, and documentation. The research informants in this research are 1 person Head of Government Section as key informant, 1 person service officer in District Wonocolo and 3 people of service user society as supporting informant. From the result of the research, the quality of public service in population administration in Wonocolo district is seen from the aspects of tangible facilities, reliability, responsiveness, assurance, empathy (empathy), namely: (1) Wonocolo district in particular the public service part of the physical facilities and completeness of facilities and infrastructure is sufficient to support the productivity of population administration services in the District Wonocolo. (2) The community is satisfied with the services provided by Wonocolo Sub-district in the reliability aspect of the reliability in handling any community's complaints, reliable in terms of time and the accuracy of the service process. (3) Employees in terms of helping people who need services, especially people who are confused with the service has been seen between officers and visitors who communicate with each other. (4) Security in District Wonocolo has shown efforts to improve the quality of its services related to providing a sense of security for the community that is by placing a parking attendant who helped secure the situation in the parking. (5) Aspects of empathy (empathy), which is given the District Wonocolo is by giving a pleasant impression. It can be seen from the attitude of the officer who explained clearly about the service procedure and received criticism and suggestion wholeheartedly as an introspection for better service. Keywords : The Quality, Public Services, Sub-district Wonocolo
KUALITAS PELAYANAN DI KECAMATAN GUBENG KOTA SURABAYA Putra, Ady Kusuma
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 2 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i2.1258

Abstract

Quality of Service in Sub District Gubeng Surabaya City. Since the era of reform in Indonesia, the role of government in realizing good governance especially in terms of service delivery to the public through the improvement of the performance of the state apparatus has become one of the steps taken to perfect the bureaucratic order, leading to the process of bureaucratic reform. Even since formulated Law no. 23 of 2014 on local governments directed to be able to provide an innovation in the provision and improvement of service quality. The formulation of the problem in the lift in the performance study of service quality in sub-district gubeng surabaya city.             The method used in this research is the method of quality analysis of data management techniques in the form of a description of words, from interviews or observations in the field then analyzed in order to get a conclusion. Based on the authors observation about the performance of service quality in sub-district gubeng surabaya more improve the service quality which is considered less satisfactory in the service process that is the dimension of physical facility (tangible) so that society can feel satisfied and comfortable while carry out service in Sub Gubeng.             In order for the continuity of service to run smoothly, should be considered again facilities and infrastructure in the office, such as parking space in the extension, seats for the community, waiting for the service process should be adequate and feasible to use. Keywords: Performance, quality of public service

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