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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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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
REFORMASI PELAYANAN PENYANDARAN KAPAL DAN PENGURUSAN DOKUMENTASI BARANG DI KANTOR ADMINISTRASI PELABUHAN TANJUNG PERAK SURABAYA Puspito, Ery
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.v1i02.689

Abstract

Transportation services by sea transportation modes required a lot of things that support theimplementation of transportation activities. Another contributing factor between the shipfor transporting cargo or goods that will be used as a production tool for industrialcompanies. On the ship berthing activities and documentation of ship operations, arerequired to complete the insert and dismantling with time as soon as possible. The purposeof this study is to analyze the process of ship berthing service reform Administrativedandokumen goods in the Port of Tanjung Perak Surabaya in order to achieve an increasein the volume of entry and exit of goods. To model ship berthing services and documentitems in the Administrative Port of Tanjung Perak Surabaya. The survey results revealedthat the reform process ship berthing services and goods at administrative documents Portof Tanjung Perak Surabaya, can be done by way of one-stop services (one stop services),supported by facilities and infrastructure to support the smooth running of the service.Model ship berthing services and goods at administrative documents Port of Tanjung Perakbased on the ten principles of service based on the minister's decision No. 63 of 2004related on the principle of service. Suggestion this research is the need for integration thatinvolves the participation of government, administrative Port of Tanjung Perak Surabaya,and the administrative services of the Port of Tanjung Perak Surabaya in order to reformthe service can run well and using a model of one-stop service so that the service can beintegrated quickly.Keywords: Service Reform, ship berthing, Documentation Handling Goods, Tanjung Perak,Surabaya
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.
MANAJEMEN PELAKSANAAN PELAYANAN PUSKESMAS DI KABUPATEN JOMBANG JAWA TIMUR Soraya Niah, Najah
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.v1i02.694

Abstract

One form of health care facilities to the public organized by the government is a publichealth center. HCF is central to the development of public health in fostering publicparticipation also provides a comprehensive and integrated services to the public. PHChas the authority and responsibility for the maintenance of public health in the workingarea. Health services provided puskesmas is comprehensive health services whichinclude services: curative (treatment), prevention (prevention), promotion (healthimprovement) and rehabilitative (health recovery). The service is addressed to allresidents, not differentiates the sexes and ages, from conception in the womb until theage cap. The formulation of the problem in this research, How to influence the planning,coordination, human resource development and performance assessment ofmanagement performance PHC?, Among the variables of planning, coordination,human resource development and performance assessment Which dominant influenceon the performance of the health center management? The method used is quantitative.The results of a study showing the planning variables have high standardized betacoefficients of the three variables To improve management of health centers need to dogood planning health center level, coordination between health centers should be carriedout human resource development and health center performance assessment. This wasdone shines the efforts that promote independence Keywords: planning, coordination,human resource development, performance assessment, performance managementclinic, Jombang
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 PERDA KOTA SURABAYA NO. 9 TH 2014 TENTANG PENYEDIAAN RUANG BAGI PEDAGANG KAKI LIMA DI PUSAT PERBELANJAAN DAN PUSAT PERKANTORAN DI KOTA SURABAYA (Studi Kasus Di Kawasan Terminal Bratang Kecamatan Gubeng) Saragih, Risman Taufiq
JPAP: Jurnal Penelitian Administrasi Publik Vol 2 No 01 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v2i01.699

Abstract

The structuring of policy and creation of internshipis so important to make the SurabayaCity to be clean, neat and comfortable. Formulating of government policy should be favormore than public interest, the conceptually providing of society is the eforts to increasingthe value and dignity of condition society is unable to escape from the poorness trap andunderdevelopment in other word empower is unable and to be an autonomous society. Thepurpose of the observation evaluation Perda Surabaya no. 9 Tahun about Provision up forinternship in Shopping and Office Center in Surabaya (Case Study In Terminal RegionBratang Gubeng ). The methods of observation is using descriptive methods with thequalitative approach and as a sample is information about the observation with dataaccumulation techniques are interviews, observation and documentation. The result ofobservation to showing if the Surabaya government in regulation of internship in Bratangterminal area in this case the entrance area Bratajaya Gubeng based on perda no 9 tahun2014 surabaya implemented in the form setup program, demolition and creation ofinternship in bratang terminal area is not match with the instruction. This casecan be seenfrom some of the factors that influence the success of the relocation policy evaluation asfollows : Relocation, this activity is to working when haven’t of land on location and theinternship is so many ; selter knock down, internship will be established selter like a tentand cart but just to activity in the evening. The cart is mobile everywhere ; Controlling , asa last resort if theinternship still stubbornly unwilling to follow the setup program Pemkot.This is a few opinion for Surabaya government to make a policy about structuring andempowerment of internship is expected better understand the issue of internship is fair .The other operating the internship and the Surabaya government can communicationbetween them through the agency internship community as a whole . Keyword : Implementation, Preparing room of Internship
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)
IMPLEMENTASI KEBIJAKAN PERDA SURABAYA NO 17 TAHUN 2003 DALAM MENGELOLA PEDAGANG KAKI LIMA YANG BERADA DI WILAYAH KECAMATAN SUKOLILO Orwala, Ahmat Gulam
JPAP: Jurnal Penelitian Administrasi Publik Vol 2 No 01 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v2i01.704

Abstract

The existence of street vendors in the districts Sukolilo considered as a cause of trafficcongestion and disrupt the beauty of the city. In line with the government policy to managevendors. Originally selling at Sukolilo districts. The government relocated hawkers in placealready in sediakn by the government. The aim of this study is to describe and analyze policymanagement vendors, implementation of management policies street vendors, as well asfactors in the face in the implementation of policies to manage vendors, the districtssukolilo.penelitian kualittif this approach. Collection techniques used among others to use themethod of observation, interviews. Results from the study showed that the implementation ofthe policy of the district governments in managing vendors, the Sukolilo District has some ofthe factors determining the success and failure of a policy, the communication factor, thefactor of resources and factors of attitude and commitment.Keywords: Policy Implementation, Surabaya Regulation No. 17 of 2003, Merchants Street,District Sukolilo
PELAKSANAAN PELAYANAN PRIMA PADA ACCOUNT REPRESENTATIVE ( AR ) DI KPP PRATAMA WONOCOLO SURABAYA Nurmiati, Nurmiati; Yulianti, Tri; Kusbandrijo, Bambang
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.v4i1.1274

Abstract

Implementation of Prima Services on Representative Account (AR) in KPP Pratama Wonocolo Surabaya. Account Representative is the officer in charge at the Pratama Tax Office, which has already applied modern administrative system. This research aims to gain an overview of the characteristics of excellent service implementation at the KPP Pratama Surabaya Wonocolo. The implementation of excellent especially by officials Account Representative (AR) departmend of supervision and and consultation. The data were obtained from observations and interviews with relevant parties, especially AR department of supervision and consultation at the KPP Pratama Surabaya Wonocolo and the taxpayer. The results of the interviews and the data collected were analyzed using descriptive method with interpretive approach. Results from the research showed that in general the officials Accounting Representative (AR) of KPP Pratama Surabaya Wonocolo indicates excellent service with good implementation, the overview of the implementation of service excellence at the KPP pratama Surabaya Wonocolo was shown with attitudes approach related to care, efforts to serve with the best act that is based on ability, attitude, attention, appearance, actions, and responsibilities. To support these actions must be supported by integrity, professionalism (accountability and commitment), synergy, services (sincerity and transparency) and ethical code. Meanwhile, to achieve the objective of satisfaction was shown with some of the responses from taxpayer in general. Keywords : implementation, Accounting Representative, excellent service
ANALISIS KUALITAS PELAYANAN DINAS PEMADAM KEBAKARAN KOTA SURABAYA Adelberty, Mertilinda
JPAP: Jurnal Penelitian Administrasi Publik Vol 2 No 01 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v2i01.709

Abstract

Creating Good Governance is the role of the Government to improve the welfare of thecommunity. For the essence of government is public service. The Fire Department is anagency of local government office which is engaged in the social community services,particularly services in the handling of the fire hazard. The purpose of this study was todetermine the quality of service in the fire department of Surabaya in accordance withservice quality dimensions of Agus Dwiyanto namely: the attitude of the officer, theprocedures, time, facilities and services. Informants were taken are the people who neverget the services and Surabaya City Firefighters. In the method of data collection, theresearchers used primary data by using a questionnaire to the informant. The results showedthat the quality of service at the Fire Department in Surabaya based on five dimensions ofservice quality in general has not been fulfilled optimally. Particularly on indicators ofresponsiveness officer, indicators ease of the procedure, according to SOP service indicatorand service satisfaction indicators get low grades. Therefore, the Government Office offires are expected soon as possible to fix the procedures and services as well as the attitudeof officers to serve the community with optimal namely by providing training andeducation to the intense fire officials that the ability and insight to grow.Keywords: quality, service

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