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INDONESIA
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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Local Empowerment, Global Attraction: Sustainable Strategies for Rural Tourism Development in Indonesia Through Village-Owned Enterprise Jane, Orpha; Pawitan, Gandhi
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.55345

Abstract

Promoting rural tourism is crucial for Indonesia as it seeks to balance economic growth with environmental sustainability and social responsibility. However, revitalizing community-owned enterprises to develop community-based rural tourism presents a considerable challenge.  This key strategy for rural economic development aims to align the value of natural resources with economic benefits.  This paper explores a case study of BUMDES Sukamakmur located in Sirnajaya Village, West Java, with an emphasis on its natural and agricultural assets. The village features several resources, including a coffee plantation, which offers opportunities for economic development. The study seeks to analyze how rural institutions contribute to the establishment of a sustainable rural tourism model through the implementation of value-chain and network strategies. A qualitative approach with a single case study was conducted, involving focus group discussions among key stakeholders.  A network model is proposed to support rural tourism development through empowering local community institutions, such as village-owned enterprises.  The model guides sustainable rural tourism development in other Indonesian villages or countries facing similar challenges.  This research contributes to understanding the role of rural institutions and their best practices in achieving and sustaining rural tourism development while identifying effective tourism strategies.
Public Excellent Service at Bapas Class II a Bojonegoro in Carrying out the Social Reintegration function Aditya, Bima; Wulandari, Septi; Suhindarno, Heny
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.59423

Abstract

This research is motivated by the high crime rate which has an impact on the large number of prisoners and former prisoners in Bojonegoro which causes prisons in the prison to exceed capacity. Bapas Kelas II A Bojonegoro applies (Prima Service) to achieve the function of social reintegration in order to provide guidance so that former prisoners do not have the potential to become recidivists which will increase the number of crime rates. This study aims to analyze the mental guidance services provided by Bapas in carrying out the function of social reintegration to reduce the crime rate. This study uses quantitative methods. The results showed that most service attributes have been running quite well, with many officer performance attributes in the good category (quadrant 2). The author argues that services at Bapas Bojonegoro have the potential to become a reference for inmate development services in correctional institutions, with an important note that the development of staff training and digitization of services must be prioritized to create good management for the supervision of former prisoners to improve and mentor mental well to achieve the function of social reintegration.
Analysis of the Effect of Customer Service Competencies in Improving International Freight Forwarding Performance Purwoko, Harry; Abdurachman, Edi; Saribanon, Euis
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.58965

Abstract

The performance of Indonesia Logistics is at the lowest rank as per 2023 the Logistics Performance Index of the World Bank. This is due to the freight forwarder’s performance that does the export-import logistics. This research aims to analyze the impact of customer service competencies on improving the freight forwarder’s performance. This quantitative research with five constructs and 23 indicators is validated and proven reliable. The questionnaire was targeted at 210 customer service managers or supervisors in Jakarta to obtain strategic insights into customer service roles in achieving company performance. This research’s result is to build and implement four clear customer service competencies to achieve the freight forwarder’s performance. The customer service competencies have not been previously researched, making this research novel. The results indicate that the competencies of understanding customers, freight forwarding management, customer service management, and stakeholder management positively and significantly affect the freight forwarder’s performance. Strengthening these competencies can enhance operational performance, service quality, delivery effectiveness, and good working relationships with other departments. Implementing customer service competencies will improve freight forwarders’ performance and Indonesia’s logistic rank. Freight forwarders have to pay more attention to developing customer service through specialized training and certification in the freight forwarding industry.
Analysis of the Basic Service Infrastructure Index in Serang Regency Hakim, Agus Lukman; Ferdias, Pandri; Maulana, Rahmat; Qawi, M. Robbi; Salmande, Ali; Firdaus, Siti Aina
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.49708

Abstract

This research aims to provide an overview and determine the basic service infrastructure index in Serang Regency.  The indicators used are access to housing and settlements, ground water and raw water, access to safe and secure drinking water and sanitation, safety and health, infrastructure protection from natural disasters and security. The research implementation time was two months. The data used is secondary data originating from performance reports of ministries, regional apparatus and BPS. The analysis technique used is basic service infrastructure index calculation. The research results show that there are still 30% of Serang Regency residents who do not have access to adequate housing; there are 30.31% who have access to clean drinking water; As many as 80.34% have access to proper sanitation; There are 71.47% who have access to hand washing facilities with soap. , 97.17% have stable national road conditions, and 24.54% of all villages have disaster-resistant communities. Second, the results of the Basic Services Infrastructure Index from 2019 to 2021 have increased (2019: 55.09; 2020: 56.08; and 2021: 58.92). This shows that the condition of basic service infrastructure managed by the Serang Regency Government is getting better.
The Leadership Performance of Social Workers in Human Services Organizations: Competency Analysis of the Head of the Research and Program Development (RPD) Department of Rumah Zakat Bandung Aliim, Tahrizi Fathul; Nulhaqim, Soni Akhmad; Darwis, Rudi Saprudin
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.59255

Abstract

Leadership in human services organizations, such as Rumah Zakat Bandung, plays a crucial role in ensuring the effectiveness and sustainability of programs. Effective leadership includes the ability to motivate teams, manage resources, and adapt to ever-changing social and economic dynamics. This study, employing a qualitative approach with a case study design, explores the role of the Head of the Research and Program Development (RPD) Department in fostering a positive work environment and empowering team members as the primary implementers of programs. Using leadership frameworks (Healy, Covey, Senge, and Skidmore), the findings reveal that a leader's positive attitude and recognition of team contributions enhance motivation, engagement, and commitment to the organization’s mission. This results in improved individual and team performance, as well as better service quality for the community. Through close collaboration, effective communication, and ongoing capacity development, the Head of the RPD Department ensures that Rumah Zakat Bandung remains adaptive and efficient in addressing community needs while maintaining its reputation as a professional and trusted human services organization.
The Effectiveness of Accreditation in Establishing Quality Culture Changes in Community Health Centre: A Case Study in Bali Province Wulandari, Nyoman Trisna; Darma, Gede Sri
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.60513

Abstract

This study aims to evaluate the effectiveness of accreditation in establishing a continuous quality culture in community health centers (Puskesmas). The research focused on nine community health centers in Bali that have achieved full accreditation and primary accreditation levels. While attaining high accreditation, concerns regarding service quality carried on, as evidenced by increased complaints from Indonesia's National Health Insurance Agency (BPJS) participants and Google reviews and social media. This study employed a qualitative methodology with a case study approach, collecting data through interviews and questionnaires. The findings show that even though nine Puskesmas have achieved high accreditation, they still haven't been able to create an optimal quality culture. Quality planning, quality control, and quality improvement have mostly been limited to ceremonial activities, like signing a collective commitment banner, and still face major challenges in changing mindsets, which is essential for improving the quality culture. So far, the changes achieved through the accreditation process have mostly focused on improving physical infrastructure and facilities. Building a culture of quality requires a long-term process involving active participation and awareness from all stakeholders, following systematic stages step by step.
Adopting the 5P Framework to Enhance Revitalization Policy Lessons from Cihampelas Terrace as a Public Space Irawati, Ira; Ashari, David; Sandriano, Yoh.; Mareta, Ristia; Evangelistha, Sherin; Firmansyah, Angga; Rizal, Saiful
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.59508

Abstract

This research aims to conduct a retrospective (ex post) policy analysis using a formative evaluation approach. This study identifies implementation challenges in the Cihampelas Terrace revitalization policy and evaluates its effectiveness. Using the 5P framework (principles, places, people, processes, and practices), the study examined issues such as inconvenient location, poor accessibility for people with disabilities and the elderly, and a 60% decrease in street vendors' turnover after relocation. A mixed methods approach with an explanatory sequential design was used. Data were collected through questionnaires distributed to visitors and street vendors and in-depth interviews with stakeholders. Findings showed a significant gap between policy objectives and implementation. Only 32% of respondents felt involved in the process, while 51% reported a lack of participation mechanisms. In addition, 42% rated the public facilities as inadequate, citing non-functioning elevators and poor hygiene. To address these issues, the study recommends an Integrated Collaborative Policy Framework, which combines hybrid public consultation, digital transparency platforms, and universal design principles. By utilizing data-driven analysis and interactive risk dashboards, the framework aims to improve community engagement, policy adaptation, and operational responsiveness, and ensure sustainable and inclusive public spaces like the Cihampelas Terrace.
Legal Status of Legal Entity State Universities regarding the Implementation of Public-Private Partnership Laksono, Wahyu Agung; Amalia, Prita; Nurzaman, R. Adi
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.56868

Abstract

The presidential regulation provides a policy that provides a regulatory basis for government cooperation with business entities, including cooperation carried out by state universities as legal entities. However, the position of state universities as legal entities has characteristics as determined by the Law on Higher Education, so that there are legal problems related to the legal position of state universities as legal entities in implementing government cooperation with business entities and the absence of government support for state universities as legal entities for implementing government cooperation with business entities. The research method uses a normative legal research method that focuses on library data using the legal interpretation analysis method with analytical descriptive presentation. The results of the study indicate that state universities as legal entities are required to consider management independence, funding sources, development planning, funding concepts, and delegation of authority in terms of obtaining legal standing for implementing government cooperation with business entities. State universities as legal entities also need to get support from the Ministry of Education, Culture, Research and Technology as a government institution that oversees state universities as legal entities through the preparation of regulations on implementing government cooperation with business entities within the Ministry of Education, Culture, Research and Technology.
Evaluation of the Impact of Public Service Innovation and Sustainability Model of the Family Doctor Program of the Government of the Riau Islands Province Kusbandrijo, Bambang; Vyandri, Masadib Akmal; Yudiana, Tjetjep
Jurnal Manajemen Pelayanan Publik Vol 9, No 1 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i1.61087

Abstract

Family doctors are a regional innovation to address public health. The external aspects are successful but vulnerable in terms of sustainability. The study aims to evaluate and interpret the impact of policies and develop a sustainable model of the Family Doctor Program in the Riau Islands Province. Qualitative research approach, to understand a symptom of the impact of the program. Results; the program has a positive impact on the community and inspires the Central Government to carry out the same program. This program absorbs a lot of the APBD, is not in line with central policies on contract workers and is vulnerable to local political pressure that threatens the sustainability of the program. The model offered by the researcher is Sustainable Public Service Innovation, that good innovation begins with the presence of innovative and creative regional leaders, who are able to collaborate and coordinate well. In order for the innovation program to be sustainable, a leader must be adaptive to the development of science and technology, obey applicable legal regulations, be synergistic with local politics, and collaborate with stakeholders and optimize private sector CSR programs.
A Policy Implementation Model in Decentralised Governance: Human Development in West Bandung Regency Yusca, Azis Zulficar Aly; Achmad, Mansyur; Tahir, Irwan; Masrich, Andi
Jurnal Manajemen Pelayanan Publik Vol 9, No 2 (2025): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v9i2.63982

Abstract

Regional division as a decentralisation strategy in Indonesia has created new autonomous regions (DOB) with the hope of improving public services and community welfare, including human development. However, in practice, many DOBs have lagged behind in achieving the Human Development Index (HDI). This study aims to analyse the implementation of regional division policies in improving the HDI in West Bandung Regency, using the modified Van Meter and Van Horn model with the addition of a leadership dimension. The study employs a qualitative approach with a case study method, data collection through in-depth interviews, document analysis, and participatory observation. The findings reveal that the implementation of policies in KBB still faces various challenges, such as the lack of alignment between policy objectives and regional performance indicators, resource constraints, bureaucratic fragmentation, and weak capacity and motivation among implementing agents. The addition of the leadership element has proven to be a crucial variable in bridging the gap between central policies and local realities, as well as enhancing the effectiveness of cross-institutional coordination and communication. These findings contribute to the development of policy implementation theory by expanding the classical analytical framework. This research is relevant for policymakers, particularly in designing more adaptive, responsive, and context-based local policy implementation strategies.

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