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Jurnal Manajemen Pelayanan Publik
Published by Universitas Padjadjaran
ISSN : 25809970     EISSN : 25811878     DOI : -
Core Subject : Economy, Science, Social, Engineering,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Transportation
Jurnal ini diterbikan berkala oleh Departemen Administrasi Publik FISIP Universitas Padjadjaran dua kali dalam setahun. (Agustus dan Februari). Memuat Hasil Penelitian dan analisis teori yang berkaitan dengan perencanaan pelayanan publik, metodologi kontemporer dalam masalah-masalah publik , isu desentralisasi dan dekonsentrasi, penguatan kelembagaan publik dan kajian umum yang berkaitan dengan pelayanan publik.
Arjuna Subject : -
Articles 258 Documents
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Creating Satisfaction and Loyalty with Service Encounter and Servicescape at Balung Hospital Jember Regency Tri Palupi Robustin; Nanik Hariyana
Jurnal Manajemen Pelayanan Publik Vol 8, No 1 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i1.51475

Abstract

The quality of service provided by the hospital will affect satisfaction and can create customer loyalty. One form of service in a hospital is service encounter and servicescape. Services at Balung Hospital still receive negative ratings in the eyes of the public because the services provided are not in accordance with consumer expectations. The purpose of this study is to determine how the influence of service encounter and servicescape on satisfaction and loyalty both directly and indirectly. The sample size of this study was 105 respondents and data analysis techniques using SEM (Structural Equation Modeling). The results of the study indicate that first, service encounter can create satisfaction. Second, servicescape can create satisfaction. Third, service encounters can create loyalty. Fourth, servicescape cannot create loyalty directly, but indirectly with the mediating role of satisfaction can create loyalty. And fifth, satisfaction can create loyalty.
Public Service Quality in Banyuwangi District: A Study in Welfare Perspective Hary Priyanto
Jurnal Manajemen Pelayanan Publik Vol 8, No 1 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i1.48657

Abstract

Administration Public service innovation must have a welfare impact on bureaucrats and citizens. Welfare for bureaucrats purpose to increase discipline and comply with the principles and objectives of public service. The habit of bureaucrats requesting something for the sake of accelerating stimulus in service is an example of how it is not easy for citizens to get their rights in public services, thus distancing citizens from aspects of welfare. This research aims to describe, analyze, and interpret welfare in the delivery of public services in Banyuwangi Regency. Researchers use a qualitative approach based on constructive and participatory patterns. Primary data was obtained from interviews, and secondary data was obtained from literature studies and government policies that were relevant to the research topic. Data analysis utilizes the Atlas Ti 8.4.23 application, 2018. The results obtained in this study: (1) Receiving awards is not commensurate with people's comfort in public services; (2) The Banyuwangi Regency Government needs to establish a policy so that additional grants to the welfare of the freelance worker bureaucrat do not violate existing policies; (3) Prosperity for citizens can be realized if service is fast, precise, non-discriminatory, and not connected to brokers; (4) It is necessary to internalize and implement systems and ways of working services from the perspective of the new administrative paradigm and Pancasila ideology.
Analysis Of The Influence Of HR Competency, Implementation Of The Regional Financial Accounting System And Internal Control System On The Quality Of The Regional Government's Financial Reports In East Lombok Regency Syawal Zakaria; Nicko Albart; Yudi Nur Supriadi; Aprih Santoso; Loso Judijanto
Jurnal Manajemen Pelayanan Publik Vol 7, No 2 (2023): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v7i2.50569

Abstract

The formulation of the problem is how does HR competency, implementation of the Regional Financial Accounting System and Internal Control System affect the quality of government financial reports? The research aims to analyze the influence of human resource competency factors, regional financial accounting systems, and internal control systems on the quality of regional financial reports in East Lombok Regency. The main theories are HRM Theory and Financial Reporting Quality Theory. This research uses quantitative methods. Data collection using a questionnaire. The sampling method is a census sampling technique with a population of 45 employees. Data were analyzed using IBM SPSS version 22, analysis using tests: validity, reliability, classical assumptions, linear regression analysis and coefficient of determination. The results of the research, human resource competency, implementation of SAKD, internal control systems influence the quality of regional financial reports at the East Lombok Regency BPKAD Office. In conclusion, the existence of positive interactions, increasing HR competency, implementing SAKD, and a good internal control system contributes to improving the quality of financial reports. These findings serve as a reference for local governments to improve the quality of financial reports which have a positive impact on public trust.
Water Service Management in Island Communities: Analysis of Community Participation and Local Policies in Ay Island, Banda, Maluku Province Paulus Koritelu
Jurnal Manajemen Pelayanan Publik Vol 8, No 1 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i1.52886

Abstract

This research proposes to analyze water service management in Ay Island, Banda, Maluku Province, with a focus on community participation and the implementation of local policies. The study employs a qualitative approach and a case study method. The research findings indicate that the local government has successfully implemented water service management through policies covering planning, organizing, directing, and supervising in managing of water resources in the Ay Island region. In the context of planning, the identification of potential water sources, resource allocation, and the development of water infrastructure come to be the main focus, demonstrating a commitment to ensuring water availability for agriculture and community requirements. Furthermore, the crucial role of community participation in water management in Ay Island, progressing from lower to higher levels on Arnstein's ladder, reflects a positive transformation from symbolic involvement to full empowerment of the community in water-related decision-making. Through practices such as rainwater harvesting and dam construction, Ay Island embodies the concept of sustainability, encompassing ecological, economic, and social aspects, creating a model for water management that can serve as inspiration for other island regions facing similar challenges.
Jambi Community Trust in Local Government; Mandatory Coronavirus-19 Vaccination Yulius Yohanes; Elyta Elyta; Eka Apriyani; Ulung Pribadi; Akhdiva Elfi Istiqoh; Asriadi Asriadi
Jurnal Manajemen Pelayanan Publik Vol 8, No 1 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i1.51778

Abstract

This study analyses the Jambi people's trust in the local government regarding the obligation to vaccinate against Covid-19. To make it easier for the public to access and complete voluntary questionnaires, one hundred respondents completed a survey using a Google form.  This study used a quantitative method with four independent variables that influence perceptions of responsiveness, perceptions of accountability, perceptions of transparency, and perceptions of usability. The findings of this study indicate that perceived responsiveness and transparency have a positive and significant influence in encouraging Jambi people's trust. The achievement of p-value perceived responsiveness (0.026) and perceived transparency (0.014) means that the results are supported and accepted. Meanwhile, the variables perceived accountability (0.284), and perceived usefulness (0.078) indicate that these two variables have no significant effect and are rejected. Local governments need to pay attention to perceptions of responsiveness and perceptions of transparency so that the mandatory COVID-19 vaccination policy can work and be well received by the community and does not become a paradox of public administration.
Public Service Management in North Buton District Jopang Jopang; Zulfiah Larisu; Sumadi Dila
Jurnal Manajemen Pelayanan Publik Vol 7, No 2 (2023): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v7i2.49901

Abstract

The Regional Government Programme is accelerating bureaucratic reform for the development of electronic governance in information technology systems. It proves that the government is working to improve the quality of service to the public. Law No. 25 of 2009 on public services as the fulfilment of the demands of the public in quality services efficient and effective. This, as a breakthrough and innovation was realized by the Regulation of the Minister of State Apparatus Public Service No. 53 of 2017 on the maintenance of public service goods (MPP) in the implementation of services for the community in North Buton district with a total of 297 services in 53 instances and a total number of 97.690 visitors. The problems faced in the public service mall are related to the servers used and still minimality of the community in using the facility.
Institutional Capacity Building Of The Health Technology Assessment Committee Indonesian In The Implementation Of The National Health Insurance Program Ahmad Sururi
Jurnal Manajemen Pelayanan Publik Vol 7, No 2 (2023): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v7i2.50687

Abstract

The institutional Indonesian Health Technology Assessment Committee or InaHTAC has not yet been fully effective and guaranteeing assessment services and recommendations for the use of health technology in the implementation of the National Health Insurance. This research aims to find out how InaHTAC institutional capacity is developed in implementing the JKN program. The theoretical framework used to analyze InaHTAC capacity building is based on the concepts of achievement of goals and institutional systems; institutional process and evaluation; productivity and sustainability. The research method applies a qualitative case study. Data collection techniques through interviews and observation. Data analysis uses systematic qualitative data analysis, namely the data classification process, categorization, and data classification process. The results and implications of the research show that developing InaHTAC's institutional capacity in implementing the JKN program needs to highlight the importance of implementing targets, quality control, and controlling costs through a strategic health casing approach. Research findings show the importance of collaborative decision-making, strengthening regulations regarding the authority of the InaHTAC institution, performance measurement, and stakeholder literacy regarding HTA through education, outreach, and continuous dissemination.
The Effect of Academic Services on Student Satisfaction Faculty of Social Sciences and Law, Manado State University Jeane Mantiri; Margareth Rantung; Nancy Melisa Onibala; Chintya Maria Siwi
Jurnal Manajemen Pelayanan Publik Vol 8, No 1 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i1.49133

Abstract

Satisfaction refers to the level of feelings after comparing the perceived performance or results within expectations.Higher education leads to a place or forum to produce qualified human resources. The purpose of this study was to determine the extent of the influence of Student Satisfaction on Academic Services at the Faculty of Social and Law Sciences, State University of Manado to improve quality-based service quality. This research was conducted in the even semester, namely in the academic year 2021/2022. The technique of collecting data is using a questionnaire. There has been no research conducted on the effect of academic services on student satisfaction at the Faculty of Social and Law Sciences, State University of Manado, so this research is expected to improve the quality of academic services. Based on the analysis results obtained Ŷ = 3.105 +1.114 x where academic services have a verifiable effect on student satisfaction at the Faculty of Social Sciences and Law, State University of Manado.The results of the correlation show that the value of r = 0.874 proves that the relationship between Academic Services (Variable X) and Student Satisfaction (Variable Y) has a close relationship.
Governance Analysis Framework of Disabilities in Indonesia Harits Hijrah Wicaksana; Muhammad Fauzi
Jurnal Manajemen Pelayanan Publik Vol 8, No 1 (2024): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v8i1.51348

Abstract

Fulfillment and protection of persons with disabilities has been realized with the approval of UN resolution A/RES/76/154. As a country that is a member of the UN, Indonesia adopted this resolution into Law No. 8/2016. So, how is the implementation and protection of people with disabilities in Indonesia? To answer this, this article uses a qualitative descriptive methodology with an ethnographic approach to qualitative analysis data processing using the Governance Analysis Framework method proposed by Hufty (2011). The research results reveal that the fulfillment and protection of people with disabilities in Indonesia is still not optimal. This is since the poverty rate for people with disabilities in Indonesia is still high, as can be seen from the low employment rate for people with disabilities. The low accessibility of education for people with disabilities makes it difficult for them to compete in the job market, resulting in low utilization of people with disabilities. Therefore, the orientation to protect oneself is decreasing due to low levels of welfare, so the role of government and organizations or institutions as well as groups of people with disabilities need to collaborate and synergize better.
Civil Protection Model in Indonesia Through Optimizing Satlinmas Joko Pramono; Chandra Adjie Prianggodo
Jurnal Manajemen Pelayanan Publik Vol 7, No 2 (2023): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v7i2.50326

Abstract

Community protection through the optimization of Satlinmas is still needed because the level of community security has not been established. The many cases of persecution, riots, fraud, conflicts, community harmony, and theft are concrete evidence that Indonesia is not yet safe. The purpose of this research is to analyze the importance of optimizing Satlinmas in the context of civil society protection in all regions, and to find out the ideal ways to optimize Satlinmas both in terms of quality and quantity. The weakness of the civil protection model through Satlinmas lies in the ineffective regulation, which makes Satlinmas less attractive. As a result, regeneration is difficult in some regions, even though Satlinmas brings a number of positive potentials to better understand the dynamics and characteristics of local communities compared to other state apparatus. The research method uses a literature study that relies on analysis and elaboration of various scientific literature in the form of journals, books, and internet literature from websites as support. The results show that the optimization of Satlinmas has not been effective, due to several obstacles. Satlinmas in some areas have not felt the welfare, even the amount of incentives is very small. There is also a delay in the distribution of incentives in some areas, which has strong implications for the low interest of the younger generation to become members of Satlinmas.

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