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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 265 Documents
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KUALITAS PELAYANAN DI KECAMATAN GUBENG KOTA SURABAYA Putra, Ady Kusuma
JPAP: Jurnal Penelitian Administrasi Publik Vol 4 No 1 (2018)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v4i1.1283

Abstract

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
PENGARUH KUALITAS WEBSITE DALAM LAYANAN E-KIOS TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN NGINDEN JANGKUNGAN SURABAYA Ramadhani, Putu Ayu
JPAP: Jurnal Penelitian Administrasi Publik Vol 2 No 02 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v2i02.995

Abstract

Dalam era teknologi informasi saat ini, menuntut adanya pelayanan publik yang efektif dan efisien seiring dengan beragamnya kebutuhan dan keinginan setiap orang. Adanya layanan publik e-Kios merupakan salah satu tanda perkembangan teknologi informasi dengan tujuan untuk memperbaiki kualitas pelayanan. Dengan demikian penulis mengambil judul Pengaruh Kualitas Website Dalam Layanan e-Kios Terhadap Kepuasan Masyarakat (Kelurahan Nginden Jangkungan Surabaya) karena masih adanya keluhan masyarakat atas gangguan mesin e-Kios yang terkadang tidak berfungsi dengan baik. Tujuan dari penelitian ini untuk mengetahui pengaruh secara simultan dan parsial dari dimensi kualitas website yaitu usability (X1), information quality (X2), dan service interaction quality (X3) dengan kepuasan masyarakat (Y) serta manakah yang paling dominan berpengaruh terhadap kepuasan masyarakat. Metode penelitian ini menggunakan penelitian korelasional dengan pendekatan kuantitatif dari 100 responden yang dilakukan dengan teknik pengambilan sampel accidental sampling di Kelurahan Nginden Jangkungan Surabaya dan teknik pengumpulan data melalui observasi, kuesioner, dan studi pustaka. Hasil penelitian menunjukkan bahwa secara simultan, ketiga dimensi kualitas website berpengaruh terhadap kepuasan masyarakat. Secara parsial, usability dan information quality mempunyai pengaruh terhadap kepuasan masyarakat, sedangkan service interaction quality tidak mempunyai pengaruh terhadap kepuasan masyarakat dan dari ketiga dimensi kualitas website tersebut, information quality paling dominan berpengaruh terhadap kepuasan masyarakat.Kata Kunci : Kualitas Website, Usability, Information Quality, Service Interaction Quality dan Kepuasan Masyarakat.
PERAN BUMDES DALAM PEMBERDAYAAN MASYARAKAT DESA COKROKEMBANG KECAMATAN NGADIROJO KABUPATEN PACITAN Rahmadanik, Dida
JPAP: Jurnal Penelitian Administrasi Publik Vol 4 No 1 (2018)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v4i1.1293

Abstract

Role of bumdes in empowerment of district community in Ngadirojo Pacitan. People in Cokrokembang Village have many businesses, both in the field of brick making, batik making, broom making, screen printing, cake maker. But until now their business is still managed independently. In this study researchers used qualitative methods with descriptive approach that is by doing observations and interviews directly with business actors and with the Village Cokrokembang. Until now that has been running only for units of savings and loans. Bumdes has not been instrumental in improving the promotion and marketing of products from the Cokrokembang community. If Bumdes in Cokrokembang village is well managed then it is expected to increase community empowerment in terms of economy. Keywords: village owned enterprise, independent village, empowerment.
HUBUNGAN KOMPENSASI KOMPETENSI MOTIVASI TERHADAP KINERJA DOSEN DI SEKOLAH TINGGI ILMU KESEHATAN NGUDIA HUSADA MADURA Hidayanto, Nur
JPAP: Jurnal Penelitian Administrasi Publik Vol 2 No 02 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v2i02.1000

Abstract

Lecturers as teachers are at the forefront in college, strategic and responsible role in preparing their students into the next generation that is able to compete in the era of globalization, for the sake of progress and the existence of Indonesia in the future. That in carrying out its duties lecturers need to improve the professionalism with full responsibility and discipline as well as get their rights, always motivated in a conducive environment, free from problems and technical barriers, and the availability of adequate facilities and infrastructure. The purpose of this study was to analyze the relationship of compensation, compensation and motivation with performance of high school professor of Sekolah Tinggi Ilmu Kesehatan Ngudia Husada Madura. The study was observational analytic with cross sectional, population in this study are all tenured faculty STIKes Ngudia Husada Madura which numbered 52. The sampling technique used is total sampling. There is a link compensation to performance lecturers. There is a significant relationship between competence by lecturer performance. There is a relationship of motivation with the performance of lecturers. Motivation simultaneously having an influence on the performance of lecturers compared Compensation and competence factor. A review of the method of determining the policy on granting compensation to employees. Giving equal opportunity in the form of training for lecturers. Providing motivation for faculty to do the job in the college environment.Keywords: Compensation, Competency, Motivation, Performance Lecturer.
PELAYANAN ADUAN MASYARAKAT DI TVRI SURABAYA JAWA TIMUR (Studi Tentang Pelaksanaan SOP Pelayanan Gangguan Teknis Siaran di TVRI Surabaya, Jawa Timur Dalam Rangka Peningkatan Kinerja layanan Masyarakat) Mukti, Rizky Pratama
JPAP: Jurnal Penelitian Administrasi Publik Vol 2 No 02 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v2i02.1005

Abstract

TVRI East Java currently has a good network of technology-related information but there is no integrated information system with both involved in the management of data and information for the whole part of the organizational unit. Penyiaran production program areas still have to create and print a document to request approval of the technique. It should have been done automatically via the information system is not done manually. Information systems that can integrate all the data on all organizational units so that the fieldmanual programdon’t need to print data when making a television program.This study aims to determine and analyze the implementation of the SOP on the technical problems broadcast on TVRI East Java and public service performance complaints TVRI East Java. The research method using a questionnaire or questionnaires with interviews and observation. Mechanical analysis using qualitative analysis. There are three respondents surveyed in this study by answering questions based on a questionnaire given to assess the informant opinion on the implementation of the SOP, public complaints service and employee performance. Free or independent variables namely SOP and services while the dependent variable or the dependent employee performance. The results based on the results of the processing of qualitative data through interviews and observations as a whole informant or informants judge that the service being assessed through five indicators, namely tangible, assurance, responsiveness, reliability and empathy showed a positive response and reward employee performance TVRI East Java, ranging from service staff and information. SOP implementation of the technical problems broadcasts done by all employees involved TVRI handle the technical problems of this release. Results of the public service complaints, shows that the public service complaints Java TVRI well. It can diliihat of data processing has been done based on observations and interviews conducted by the researchers.Keyword: Public Service Complaints, SOP, Employee Performance
ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PESERTA BPJS DI PUSKESMAS PANDIAN KABUPATEN SUMENEP Rindi Antina, Rila
JPAP: Jurnal Penelitian Administrasi Publik Vol 2 No 02 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v2i02.1010

Abstract

Patient satisfaction as users of services is one indicator in assessing the quality of services at the health center. High satisfaction will show the success of the health center in providing quality health services. After a preliminary study showed that there are patients who are not satisfied with the services provided. The purpose of this study was to analyze the influence of service quality on patient satisfaction BPJS participants in Puskesmas Pandian Sumenep.Type of quantitative research. The study population was a participant at the health center BPJS Pandian Sumenep much as 225 respondents and a sample of 144 respondents. Data collection techniques using variable measurement based questionnaire with Likert scale. Analysis of data using statistical Spearment Rank test.Hypothesis test results ρ value: 0.00 and 0.05 α so that it can be concluded that the ρ value <α and can be described that the value of H0 that there is a relationship between service quality and patient satisfaction.The results of this study indicate that service quality has a significant influence on patient satisfaction, hence providing health care should pay attention to the quality of services provided.Keywords: Quality of Care, Patient Satisfaction
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
BUDAYA ORGANISASI, EFEKTIVITAS ORGANISASI, DAN EKSISTENSI ORGANISASI DESA ADAT DALAM PEMBANGUNAN (KASUS DESA ADAT SESEH DAN DESA ADAT GERANA, KABUPATEN BADUNG, PROVINSI BALI) Raka, Agung
JPAP: Jurnal Penelitian Administrasi Publik Vol 1 No 02 (2015)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v1i02.684

Abstract

Indigenous village as a community organization in Bali has its own character which isdifferent than other organizations. Organization customary village has a goal: jagadhitasarwa sami Hita (Prosperous Spiritual Material), and sukerta Prahyangan governance,governance sukerta Palemahan Pawongan and sukreta governance. Organizationcustomary village has a position that is very important and strategic in dealing withvarious problems of development. The research problems, a. How can organizationalculture indigenous villages were able to maintain the existence of indigenous villagesunder construction in the traditional village and Gerana Badung Seseh? b. How can theeffectiveness of customary village organizations in development in indigenous villagesand indigenous villages Gerana Seseh Badung? c. How the existence of the traditionalvillage and village customs Seseh Gerana under construction in Badung? Penelianqualitative research method used. Results pelitian, organizational culture, organizationaleffectiveness, and the existence of customary village organizations and indigenousvillages Gerana Seseh almost no difference. But because of geographical differencesthat indigenous villages Seseh is located in the southern area (beach) which is the areaof tourism, while the indigenous villages Gerana located in the northern area(mountains) is still an agricultural area so that the indigenous villages Seseh andindigenous villages Gerana there is little difference namely: (1) the traditional villageSeseh: organizational culture is strong, the effectiveness of optimal organization, theleadership, the village board custom, fully held by the younger generation, the processof democratization, rationalization goes well, the activities of traditional village entirelyhandled together with impeccable manners (residents) indigenous villages. (2) Thetraditional village Gerana: strong organizational culture, optimal organizationaleffectiveness, leadership, traditional village board, has not yet held by the youngergeneration. The process of democratization, rationalization enough to run well, and therole of parents, traditional leaders still dominant with the traditional village activities.Keywords: Organizational Culture, Organizational Effectiveness, and the existence ofthe Organization of Indigenous Village, Seseh, Gerana 
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

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