Improvement Of Public Service Quality Research Articles

Measuring the Level of Public Service Quality Using SERVQUAL Method in Gayungan Village, Surabaya City

Kelurahan (village office) is the working area of lurah (village head), serving as a regional apparatus for developing economic facilities and public services. In this context, Gayungan Village has many problems arising from public opinion related to population registration, the need for correspondence, and the management of social assistance. Therefore, this research aimed to measure the level of public service quality as an evaluation material focused on tangibility, reliability, responsibility, assurance, and empathy dimensions. A quantitative analysis was adopted using service quality (servqual) method. The results showed that there was a discrepancy between expectations and reality in all dimensions. Tangibility, reliability, responsibility, assurance, and empathy dimensions obtained a gap value of -0.91, -1.06, -1.16, -1.04, and -0.88, respectively. Meanwhile, the improvement of public service quality should be carried out to appropriately meet the wishes and needs of the public.

The way to improve the quality of new smart city public service under the demand heterogeneity

Due to the diversity, difference and dynamics of residents' needs, the improvement of public service quality is faced with many challenges. Therefore, it is of great practical significance to improve the path of public service quality of new smart city under the heterogeneity of needs. This paper first introduces the background and basic concept of the new smart city, as well as the development process of the new smart city in China. This paper discusses the heterogeneity of residents' needs in the new smart city, and explains the impact of these heterogeneous demands on the public service quality of the new smart city. This paper also discusses how to accurately locate the service demand by strengthening demand research, optimize the resource allocation and realize the balanced development; promote service innovation to solve the impact of demand heterogeneity on new smart city, public service supply, public service resource allocation and public service innovation, as the reference direction for the improvement of public service quality of new smart city. Finally, this paper analyzes and systematically looks into the future of the new smart city to meet the direct needs of the public's survival, life, development and other social needs, as well as promoting the modernization of the urban governance system information and governance capacity as the main goal, and commits itself to the path design of improving the quality of public services.

Efektivitas Pelimpahan sebagian Kewenangan Bupati Kepada Kepala Distrik di Kabupaten Jayapura

Since the implementation of Law Number 23 of 2014 concerning Regional Government, Jayapura Regency has adopted a policy of delegating authority as an effort to improve the efficiency and effectiveness of government administration at the district level. This study aims to analyze the effectiveness of the delegation of authority from the Regent of Jayapura to the District Heads based on the Jayapura Regent Regulation Number 13 of 2019 on the Delegation of Partial Authority from the Regent to the District Heads to Perform Certain Local Government Affairs. This study uses a qualitative approach with data triangulation methods, including indepth interviews, observations, and document analysis. The results show that although there are some successes in the implementation of delegated authority, various obstacles remain, such as mismatches between the delegated authority and district capacities, lack of trained and competent human resources, and budget limitations. Additionally, the delegation process often lacks adequate accountability and transparency systems. The study also found that unclear policies and regulations, as well as complex bureaucratic processes, hinder the effectiveness of the delegated authority implementation. Some district heads feel that the delegated authority is insufficient to enable them to make quick and accurate decisions to serve local community interests. Recommendations from this study include improving human resource capacity at the district level, enhancing accountability and transparency systems, and simplifying bureaucratic processes to support the effectiveness of delegated authority. Thus, it is expected that the delegation of authority from the Regent of Jayapura to the District Heads can run more optimally and contribute positively to regional development and the improvement of public service quality

Examining How Macroeconomic Variables Influence Regional Autonomy: An Examination of Local Taxing Power

The Indonesian Central Government has granted local governments greater autonomy and authority in resource management, a process called decentralization. The impact of macroeconomic factors on regional autonomy in Jambi Province following fiscal decentralization explores how decentralization empowers local governments to optimize local income. The Financial Relations Law (UU HKPD) underscores the importance of local taxing Power for local administrations. Methodologically, this study utilizes panel data regression to investigate the influence of macroeconomic variables on regional autonomy. The qualitative analysis method is also employed to formulate policy strategies for enhancing local taxing Power. Results reveal some macroeconomic variables have a significant effect on regional autonomy. These are some recommendations to strengthen regional autonomy in Jambi Province, such as the identification of leading sectors regarding income tax, enhancement of supervision and law enforcement, taxpayer education, improvement of public service quality, the establishment of tax collection task forces, and innovation in tax administration.

TINGKATKAN EFISIENSI DAN AKURASI: INOVASI PELATIHAN APARATUR NEGERI DALAM PENCATATAN DATA REGISTRASI PENDUDUK

The improvement of efficiency and accuracy in recording population registration data is a primary challenge for local governments, particularly in Seith Pulau Ambon. This article documents community service efforts aimed at enhancing the quality of public services through the innovation of civil servant training. The approach involves a training strategy focused on strengthening the technical and managerial skills of civil servants in recording population data. Through interactive and practically oriented training methods, this article reviews the positive impact of this innovation on improving the efficiency of the data recording process. The systematic training includes a profound understanding of registration procedures, the utilization of cutting-edge technology, and the enhancement of coordination among civil servants. As a result, civil servants in Seith Pulau Ambon can provide population registration services with higher accuracy and more efficient timing. This article not only provides detailed insights into the implemented training strategies but also evaluates its positive impact on the improvement of public service quality. By implementing this training innovation, it is expected to serve as a model for other regions facing similar challenges and make a tangible contribution to enhancing public administration systems at the local level.

Evaluation of E-Government Implementation in Managing Public Service Complaints Using E-GovQual and Importance Performance Analysis (Case Study: CRM - Cepat Respon Masyarakat – of the Jakarta Provincial Government)

The improvement of public service quality is an effort to enhance the quality and innovation of public services within each government agency periodically, according to the needs and expectations of the society. One of the efforts to enhance the quality of service by public service providers, in order to improve the well-being of the community, is to use public complaints as a basis for making improvements in public services. According to data from the Central Bureau of Statistics in 2022, the population of DKI Jakarta is 10,679,000. The Provincial Government of DKI Jakarta has an integrated complaint system called "Cepat Respon Masyarakat" (CRM), which serves as a platform for the public to report issues within the DKI Jakarta area. The assessment of the "Cepat Respon Masyarakat" system is necessary to ensure that the services provided through the system can be utilized by the public and to obtain feedback regarding aspects that need improvement by the DKI Jakarta Provincial Government, which serves as the service provider. The purpose of this research is to determine the quality of the "Cepat Respon Masyarakat" complaint system using the e-GovQual method and identify attributes that require priority for service quality improvement using Importance Performance Analysis. In this study, 6 dimensions and 21 e-GovQual attributes are used to assess service quality with a sample of 118 respondents. The analysis results indicate a level of conformity of 98.39% (<100%) for the 6 dimensions, meaning that the public service provided through the "Cepat Respon Masyarakat" system still falls short of user expectations. The average gap (GAP) between expectations and performance is -0.03 or < 0, suggesting that, based on public perceptions, the quality of complaint service performance through the CRM system is still not up to par with expectations. The attributes that require improvement are those located in Quadrant A (1 attribute) and Quadrant C (7 attributes). Recommendations are provided based on literature/theory for attributes that need improvement to enhance the quality of complaint services in DKI Jakarta.

Determinants of local government public service quality: Evidence from the developing economy

Public service delivery in Indonesia has been mandated to local governments following decentralization (Lewis et al., 2020). Due to public criticism, this research investigates public service quality determinants from local politics, head, and financial factors. Using the purposive sampling method, we collect secondary data from the authorized government institutions during 2016–2019, analyzed with panel data regression. The findings demonstrate that the average achievement of public service quality in Indonesia is at a high level with Java and Bali regions having better average accomplishments than other geographic regions. However, there still exist several local governments with medium and even low public service quality that requires urgent improvement. Further, we find that local government women’s political representation in the legislative board, operational expenditure, and capital expenditure positively affect public service quality while other variables exhibit insignificant effects. Our study provides practical implications to the public for public service quality improvement. Firstly, the public should elect accountable candidates with the best qualifications during local elections. Local government should also improve financial management by allocating adequate expenditure budget for public service delivery. Despite still being limited to using quantitative analysis only that can be improved in future studies by employing a mixed method.

Analysis of Public Service Quality Improvement Through Bureaucratic Simplification Policies

This study aims to examine and analyze the implementation of bureaucratic simplification and improve the quality of public services after bureaucratic simplification in Indonesia. In line with community needs development, the demand for public services is also increasing, and this is certainly a challenge for the government to accelerate and improve the quality of public services. Simplification of the bureaucracy is part of implementing bureaucratic reform to realize quality public services and effective and efficient governance so that the bureaucracy becomes dynamic, agile, and professional. This study uses a qualitative method with a literature study. Data were collected from various books, laws and regulations, articles, journals, and electronic data related to the research topic. The results of this study conclude that the simplification of the bureaucracy is still ongoing. The government continues to encourage the implementation of quality public services through the implementation of a comprehensive bureaucratic simplification policy. An increase in the quality of public services after the simplification can be proven by increasing the results of the measurement of the national public service index and the level of compliance of ministries, institutions, and local governments to public services. This can at least be an initial proof that through the spirit of simplifying the bureaucracy, improving the quality of public services can be realized

Quality Of Service And Control Governor’s Recommendation Utilization Of Northern Bandung Area In The Office Of Capital Investment And One-Stop Integrated Service The Province Of West Java

Government is an organization that has full responsibility for the improvement of public service quality. Consequently, service becomes the prior task of the organization’s officials as civil and public servants. There are 197 licenses and non-licensed public services. Therefore, it is important to maintain and improve service quality continuously. Meanwhile, the existing service quality hasn’t shown significant results. It can be viewed from public complaints on the publication process of the governor’s recommendation of land use in the North Bandung Region. Yet, there was a lot of field control that its implementation was irrelevant to the recommendation. Complaints, indictments, and inappropriateness recommendations in the field need to be minimized in order to optimize service quality and control conducted by the West Java Provincial Government on the publication process of the governor’s recommendation of land use in the North Bandung Region. Accordingly, the researcher would like to conduct further study on how Service Quality and Control of Governor’s Recommendation of Land Use in North Bandung Region performed by the West Java Provincial Government, as well as to study strategies that can be applied in order to improve service quality. This research applied qualitative study using the snowball technique to objects of study, i.e. public service administrators; public service customers; public service observers, primarily those who are involved in the legalization of the governor’s recommendation of land use in the North Bandung Region. The data were obtained through interviews and deep analysis using triangulation observers. The research of the study reveals that the inconsistency of service quality is influenced by 10 dimensions, i.e. tangibles, reliability, responsiveness, courtesy, credibility, security, access, communication, and understanding of the consumer. On the other hand, environment control, risk assessment, control activities, information, and communication, yet monitoring control are determinant factors in controlling the governor’s recommendation of land use in the North Bandung Region. It is done by applying strategies that implement technology, innovation, and operation approach. From the research, it is found new dimensions, are: institutional coordination, supervision, collaboration, prosecution, and policy diversification through GSMALL Collaboration Model (Government, Society, Media, Academic, and Law Enforcement).

Implementation of Public Service Quality Improvement Policies in the Framework of the Bureaucratic Reform Program within the Indonesian National Armed Forces (TNI)

Indonesian Armed Forces or TNI is military organization that has main task and function to conduct national deffence to grant sense of security to people. Beside that, as goverment institution TNI to be charged to implement government policy of enhancement of public service quality. Enhancement of public service quality is part of bureaucracy reform or administration reform agenda through Eight Area Reform Program. The aim of the study is to analyze how TNI interpret this policy by using the variable implementation of contens and contex policy theory. The methode of this reasearch is qulitative with a post-positivst approuch. Collecting data was conducted by in- depth interview, study document and literature review. The site of research is in Indonesian Army or TNI AD which is the biggest part of Indonesian Armed Forces. Analyzing data was done by reduction, presentation, conclution and verification. The research showed that the enhancement of public service quality in contex of TNI is not significanly developed. The actors of implementation in TNI facing obstacle to understand and to interpret language, naration and terminology of this policy which is formulated tend to civil organization. They experienced dificulty to find out the equivalent terminology in TNI operational unit.

Rural Tourism Public Service Performance Evaluation Based on Analytic Hierarchy Process

In recent years, more and more attention has been paid to the construction of rural tourism, and tourists’ demand for rural tourism public services has become stronger and stronger. Through the objective and fair evaluation of rural tourism public service performance, on the one hand, it is helpful to improve the overall satisfaction of tourists to rural tourism. On the other hand, it can also ensure the efficiency of public service financial investment and expenditure. Firstly, on the basis of theoretical summary and hierarchical analysis, this paper constructs the performance evaluation index system of rural tourism public service from five aspects of infrastructure services, public transport services, public information services, security services, and public environmental services. Then taking China as an example, the performance of rural tourism public service is evaluated by analytic hierarchy process. The results show that the construction of hard environment such as public transport services, security services, and infrastructure services is a key factor in the construction of rural tourism public services. Finally, according to the evaluation results obtained in this paper, some suggestions are put forward for the development of rural tourism and the improvement of public service quality in the future.

Influencing Factors of Public Satisfaction with COVID-19 Prevention Services Based on Structural Equation Modeling (SEM): A Study of Nanjing, China.

Service satisfaction with public policies is an important component of public service quality management, which is of great significance to the improvement of public service quality. Based on an online questionnaire survey and in combination with the characteristics of public policies and services, in this study the influencing factors of residents’ satisfaction with COVID-19 pandemic prevention services were analyzed with structural equation modeling. The results reveal that the data fit the model well, and all the hypotheses formulated in this study were supported. Among the factors that were found to directly affect residents’ satisfaction with pandemic prevention services, perceived quality (PQ) has the greatest impact on satisfaction, followed by the disaster situation (DS) and policy expectation (PE). The observed variables that have significant impacts on the latent variables were also explored. Regarding the main findings, the residents who were seriously affected by the pandemic tended to have lower satisfaction with the policies and services provided by the government. Moreover, the improvement of PQ was found to significantly increase pandemic prevention service satisfaction (SS). Finally, the residents with a good psychological status during the pandemic were found to have higher satisfaction. According to the results, implications for the prevention and control practices of similar public health emergencies are proposed.

Penerapan Prinsip New Publik Service dalam Pelayanan STNK pada Kantor Sistem Administrasi Manunggal Satu Atap

Abstract
 The New Public Service (NPS) Paradigm is a concept that is made to "counter" the administrative paradigm that becomes the mainstream, the New Public Management paradigm that has the principle "run government like a businesss"or "market as solution to the ills in public sector ". This research is trying to find out the alternative strategi in improving public service quality with the implementation of NEW public Service principle in the service of making Vehicle registration certificate The jocuS of this literature review on humanistic-based public services (citizen serve not Customers), prioritizing public interest (seec the public interest) and accountability The implementation of the New public Service principles can improve the synergy of public services and the responsiveness of public service organizations to the needs of the community, the implementation of model citizen serves not Custumer, Seek the Public Interest and Public service accountability as part of the New public Service principle is an alternative improvement of public service quality.
 
 Keywords: New public Service, public service

Public Service Quality Improvement Strategy by Cirebon City Government Regarding the Granting of Trade-Business-License

This study aims to identify and analyze the strategy to improve trade business licensing (SIUP) services implemented by the Cirebon City Government. The research method used is the descriptive qualitative research method. Data was collected using interviews, observation, documentation, and online data searching techniques. The results of this study indicate that: 1. The quality of SIUP services has been running quite well but not optimal enough when viewed from the dimensions of reliability, physical evidence of service, responsiveness, assurance, and empathy. 2. To improve the quality of SIUP services, BPMPP and the Cirebon City government implement several strategies: core strategy, consequence strategy, customer strategy, control strategy, and cultural strategy. However, the customer strategy still needs to be reformulated because it has not shown satisfactory results. The conclusions of this study are: The quality of SIUP services is still not optimal. This is based on several indicators, e.g., first, In the dimension of reliability, has not been able to meet the timely issuance. Second, in terms of tangibles, the appearance of infrastructure and arrangement of licensing service rooms is quite good; Third, the assurance dimension has provided information certainty starting from the clarity of terms, procedures, and cost certainty.

INTEGRATION ZONE DEVELOPMENT IN BUREAUCRATIC REFORM

<div><table cellspacing="0" cellpadding="0" align="left"><tbody><tr><td align="left" valign="top"><p class="StyleE-JOURNALAbstractBodyEnglishHeadingsCambria">Bureaucracy in Indonesia can be said as not optimal yet, so that there is still massive increase in corruption crime rate. Therefore, government conducts bureaucratic reform to reduce corruption practice. This research aimed to describe the implementation of bureaucratic reform in the attempt of suppressing corruption crime rate occurring in the organization of government in Indonesia. Analysis was conducted using library study providing descriptive qualitative data. Considering the data obtained from library study, it could be seen that Ministry of State Apparatuses Empowerment and Bureaucratic Reform has issued integrity zone policy in realizing corruption-free region (WBK)/ clean, catering-on bureaucratic region (WBBM).</p></td></tr></tbody></table></div>There are some important points in integrity zone development: change management, management arrangement, human resource management arrangement, accountability reinforcement, and public service quality improvement. Integrity zone policy is expected to give implication to the reduced corruption crime in government organization

Quality of Service and Control Governor’s Recommendation Utilization of Northern Bandung Area in the Office of Capital Invesment and One Stop Integrated Service the Province of West Java

Government is an organization that has full responsibility on the improvement of public service quality. Consequently service becomes the prior task of organization’s officials as civil and public servants. There are 197 licenses and non-licenses public services. Therefore, it is important to maintain and improve service quality continuously. Meanwhile, the existing service quality hasn’t shown significant result. It can be viewed from public complaints on the publication process of governor’s recommendation of land use in North Bandung Region, yet there were a lot of field control that its implementation irrelevant with the recommendation. Complaints, indictments and inappropriateness recommendation in the field need to be minimized in order to optimize service quality and control conducted by West Java Provincial Government on the publication process of governor’s recommendation of land use in North Bandung Region. Accordingly, researcher would like to conduct further study on how Service Quality and Control of Governor’s Recommendation of Land Use in North Bandung Region performed by West Java Provincial Government, as well as to study strategies that can be applied in order to improve service quality. This research applied qualitative study using snow ball technique to objects of study, i.e. public service administrator; public service customer; public service observer, primarily those who are involved in the legalization of governor’s recommendation of land use in North Bandung Region. The data were obtained through interview and deep analysis using triangulation observers. The research of the study reveals that the inconsistency of service quality is influenced by 10 dimensions, i.e. tangibles, reliability, responsiveness, courtesy, credibility, security, access, communication and understanding consumer. On the other hand, environment control, risk assessment, control activities, information and communication, yet monitoring control are determinant factors in controlling governor’s recommendation of land use in North Bandung Region. It is done by applying strategy that implement technology, innovation and operation approach. From the research, it is found new dimensions, they are: institutional coordination, supervision, collaboration, prosecution and policy diversification through GSMALL Collaboration Model (Government, Society, Media, Academic, and Law Enforcement).

Quality of Service and Control Governor’s Recommendation Utilization of Northern Bandung Area in the Office of Capital Invesment and One Stop Integrated Service the Province of West Java

Government is an organization that has full responsibility on the improvement of public service quality. Consequently service becomes the prior task of organization’s officials as civil and public servants. There are 197 licenses and non-licenses public services. Therefore, it is important to maintain and improve service quality continuously. Meanwhile, the existing service quality hasn’t shown significant result. It can be viewed from public complaints on the publication process of governor’s recommendation of land use in North Bandung Region, yet there were a lot of field control that its implementation irrelevant with the recommendation. Complaints, indictments and inappropriateness recommendation in the field need to be minimized in order to optimize service quality and control conducted by West Java Provincial Government on the publication process of governor’s recommendation of land use in North Bandung Region. Accordingly, researcher would like to conduct further study on how Service Quality and Control of Governor’s Recommendation of Land Use in North Bandung Region performed by West Java Provincial Government, as well as to study strategies that can be applied in order to improve service quality. This research applied qualitative study using snow ball technique to objects of study, i.e. public service administrator; public service customer; public service observer, primarily those who are involved in the legalization of governor’s recommendation of land use in North Bandung Region. The data were obtained through interview and deep analysis using triangulation observers. The research of the study reveals that the inconsistency of service quality is influenced by 10 dimensions, i.e. tangibles, reliability, responsiveness, courtesy, credibility, security, access, communication and understanding consumer. On the other hand, environment control, risk assessment, control activities, information and communication, yet monitoring control are determinant factors in controlling governor’s recommendation of land use in North Bandung Region. It is done by applying strategy that implement technology, innovation and operation approach. From the research, it is found new dimensions, they are: institutional coordination, supervision, collaboration, prosecution and policy diversification through GSMALL Collaboration Model (Government, Society, Media, Academic, and Law Enforcement).

Impact Regional Autonomy in Improving Public Services Quality

Public service quality and many other aspects are still far from expectations, especially public autonomy. More government work needs to be done by finding more solutions, such as revitalization, reorganization, deregulation, and increasing the professionalism of officials and personnel involved in work, including rewards and sanctions for public services. This effort can be achieved when each unit works together, Which impacts the improvement of public service quality.

Failure Management Approaches and Public Service Quality: Empirical Evidence from Serbia

Failure of public services has been a vividly debated topic in both theory and practice of public administration. Surprisingly, only a handful of scholarly papers have empirically examined the failure management practices and provided any useful tools and techniques for managing the failure. The aim of this paper is to explore the ways in which central government administration manages the failure and how it affects the quality of their services. The study collected 568 responses from the political appointees and career civil servants across a wide range of ministries and central government agencies in the Republic of Serbia. The results indicate that the analysis of failure plays a pivotal role in the learning process and ultimately leads to the improvement of public service quality.

PENGARUH IMPLEMENTASI KEBIJAKAN DIKLATPIM POLA BARU DAN KOMPETENSI KEPEMIMPINAN MO’ODELO TERHADAP KUALITAS PELAYANAN PUBLIK DI PEMERINTAH PROVINSI GORONTALO

Tujuan penelitian ini adalah untuk menganalisis dan mengetahui pengaruh implementasi kebijakan Diklatpim IV Pola Baru terhadap kualitas pelayanan publik dimediasi oleh kompetensi kepemimpinan dengan pendekatan mo’odelo sebagai variabel intervening. Penelitian ini menggunakan jenis penelitian kuantitatif dengan metode eksplanatory survey. Teknik pengumpulan data menggunakan angket dan wawancara. Analisis data menggunakan pendekatan PLS (Partial Least Square) dengan bantuan aplikasi SmartPLS 3.1. Populasi adalah seluruh Pejabat Eselon IV yang ada di Pemerintah Provinsi Gorontalo dan ASN pada Badan Diklat Provinsi Gorontalo, jumlah populasi sebanyak 520 dengan sampel sebanyak 84 responden. Hasil penelitian menunjukkan bahwa: (1) Implementasi Kebijakan Diklatpim IV Pola Baru tidak berpengaruh langsung terhadap Kualitas Pelayanan Publik; (2) Implementasi Kebijakan Diklatpim IV Pola Baru berpengaruh tidak langsung terhadap Kualitas Pelayanan Publik di mediasi oleh Kompetensi Kepemimpinan dengan Pendekatan Mo’odelo. Rekomendasi dari penelitian ini kepada Pemerintah Provinsi Gorontalo agar melakukan program pengembangan Kompetensi Kepemimpinan dengan Pendekatan Mo’odelo sebagai kearifan lokal kepada pejabat-pejabatnya terutama dalam rangka peningkatan kualitas pelayanan publik, mengingat bahwa Diklat Kepemimpinan sendiri tidak secara langsung berpengaruh terhadap kualitas pelayanan publik. Pengaruh tersebut baru bisa terjadi bila ditunjang dengan kearifan lokal seperti Kepemimpinan Mo’odelo