Service Quality Indicators Research Articles

Kualitas Pelayanan Administrasi Kependudukan Melalui Website “Plavon” Dukcapil di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sidoarjo

Public services in Indonesia are one of the strategic issues because the impact is very broad and touches all public spaces. However, the quality or quality that is improved tends to run in place. The implementation of e-government is expected to be able to advocate between the demands of the community in obtaining appropriate, effective and efficient services from the city government, by utilizing Information and Communication Technology (ICT). With the use of ICT, the Population and Civil Registration Office of Sidoarjo Regency made a breakthrough in Online Service innovation or commonly referred to as Plavon Dukcapil. The purpose of this study is to determine the Quality of Population Administration Services through the Plavon Dukcapil Website at the Population and Civil Registration Office of Sidoarjo Regency. The method used in this study is descriptive qualitative. This research will focus on service quality indicators located in 5 dimensions said by Parasuraman, Zeithaml, &; Berry (in Hardiyansyah, 2011: 11), namely; Tangibles, Reliability, Responsiveness, Assurance, and Emphaty. Data collection techniques used in this study are interviews with informants, direct observation in the field, and documentation. In its implementation, Plavon Dukcapil can be said to be of poor quality because there are problems that exist in the lack of human resources in completing applications for population documents so that the document completion time tends to be long, there is no filter for service bureaus, and lack of socialization from the government about Plavon Dukcapil.

АНАЛІЗ ПОКАЗНИКІВ ЯКОСТІ ПОСЛУГ ПОСТАЧАННЯ ЕЛЕКТРИЧНОЇ ЕНЕРГІЇ

The object of the study is the processes in distribution electric networks and their influence on technical and economic characteristics aimed at achieving the main indicators of reliability, which is characterized by the continuity of electricity supply, namely, indicators of the quality of services: the index of the average duration of long interruptions and the index of the average frequency of long interruptions ( SAIDI, SAIFI), as well as compliance with the guaranteed quality standards of electric energy supply services, which are established by the Resolution of the NCRECP. The problem to be solved is a set of factors aimed at reducing the index of the average duration of long interruptions and the index of the average frequency of long interruptions (SAIDI, SAIFI), taking into account and applying effective measures of stimulating tariff formation (Rab - tariff) aimed at providing quality services to consumers of electric energy in accordance with the guaranteed standards established by the Resolution of the NCRECP. The analysis of the main indicators of the quality of SAIDI and SAIFI services for the period from 01.01.2022 to 03.31.2022 was carried out on the example of the operator of the distribution system JSC "Kharkivoblenergo". The impact of natural and unnatural factors on the formation of these indicators is analyzed, taking into account force majeure circumstances and military aggression on the territory of the Kharkiv region. The changes in the quality indicators of SAIDI and SAIFI services and their compliance with the normative values established by the NCRECP were analyzed. The conducted analysis of SAIDI and SAIFI service quality indicators allows us to state that achieving the target values of electricity supply continuity indicators is a fundamental factor for improving the quality of electricity supply services to consumers. The provision of the necessary guaranteed quality standards for the supply of electric energy to consumers is substantiated taking into account the stimulating tariff formation (Rab - tariff). It is shown that the introduction and development of stimulating tariff formation lays a reliable foundation for a strong and competitive Ukraine on the territory of the European Union and introduces dynamic development for a strong and independent Ukrainian economy. Ref. 19, figure, table.

Empirical Study on the Relationship Between Quality of Nursing Services and Postoperative Satisfaction of Patients with Acute Appendicitis: Intermediation Based on Information Flows

This study investigated the relationship between nursing care and patient satisfaction, with a specific focus on postoperative satisfaction in patients with acute appendicitis. The shift in China's medical model from a biomedical approach to a biopsychosocial framework emphasizes patient-centered care, with patient satisfaction becoming a key indicator of service quality. The study used a survey-based approach to collect data from 384 patients in hospitals in Guangxi, China. Through statistical analysis, the study explores how the quality of care services, doctor-patient communication processes, and information exchange affect patient satisfaction. The research results show that there is a significant positive correlation between the quality of nursing services and patient satisfaction. In particular, the professional level and effective communication skills of nursing staff significantly improve patient satisfaction. This study provides practical recommendations for enhancing the training process in clinical settings.

The Accountability and Transparency of Police Record Certificate (SKCK) Issuance Services at the Bali Regional Police

The role of the Bali regional police in providing accountable and transparent police record certificate services is very large, measured by the best service quality indicators into 5 dimensions, including Tangible (tangible), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee), and Empathy (empathy). The obstacles for the Bali Regional Police in issuing police record certificates for the Bali Regional Police are lack of facilities and infrastructure, lack of human resources or staff, and lack of public awareness. Efforts to overcome problems in improving the quality of services for making police record certificates in the Bali regional police intelligence and security unit are maximizing facilities and infrastructure, increasing human resources, providing socialization and evaluation.

Person-centred quality indicators for Australian aged care assessment services: a mixed methods study

BackgroundAged Care Assessment Teams are the assessment component of the Australian aged care system. Their purpose is to undertake needs-based assessments to determine an older person’s eligibility for, and access to Commonwealth-funded aged care services. There are no measures that tell us if the aged care assessment service is of high quality from the perspective of the person being assessed. Quality measures have been developed and introduced in Australian residential aged care facilities. These however, have not considered the perspectives of those living in this setting. Quality measures for home care services have also been recommended.This research aims to address the gap in person-centred quality measures by asking current and future service users of aged care assessment services to vote on the importance of 24 person-centred quality indicators (PC-QIs), that were developed in a previous study using a modified Delphi method approach supported by engagement with a consumer led Advisory Board.MethodsThis mixed methods study used the RAND/UCLA Appropriateness Method to reach consensus on a final set of PC-QIs. Twenty-five community-dwelling older people in Brisbane, Australia, voted on the importance of 24 PC-QIs using a five-point Likert scale. A consensus statement for PC-QI elimination was determined prior to participants voting. Voting was undertaken with participants individually either face-to-face or via telephone, in their homes. To capture any narrative provided by participants regarding each PC-QI, participant voting sessions were audio-recorded and subsequently transcribed verbatim.Quantitative data from participant votes for each PC-QI were calculated and statistically described by median, interquartile range, consensus met, percentile, percentile rank, rank order, median and standard deviation. PC-QIs were then assessed against the consensus statement for elimination and rank ordered according to importance to participants. Content analysis of qualitative data from audio transcriptions was conducted to determine the presence of certain words supporting participant votes for each PC-QI.ResultsNo PC-QIs were eliminated during voting. Variation existed among participants’ ratings of importance for each PC-QI. Final quality domains, their respective title, quality indicator descriptor and supporting qualitative data are presented. Five PC-QIs had a median of five, no votes recorded below four, an interquartile range of zero, and a rank order score of one, two and four, out of a possible ten, indicating they were of highest importance to participants.ConclusionParticipants reached consensus on 24 evidence-based PC-QIs that represent measures of quality of aged care assessment services from the perspectives of current and future service users.

Penerapan Service Quality pada Kajian Aspek Pasar Studi Kelayakan Usaha Cafe Bukit Soka

After the Covid-19 pandemic, Wisma Baptis Bukit Soka Salatiga, which is supported by the Indonesian Baptist Foundation, has plans to establish a new business, Cafe Bukit Soka. This community service activity was carried out to assist the Indonesian Baptist Foundation in observing the establishment of a new business, Cafe Bukit Soka. Observations were carried out by reviewing market aspects using the service quality method while also conducting direct observations in the field. In the survey that has been carried out, service quality indicators are used which consist of physical evidence, reliability, responsiveness, guarantee and attention. The results of observations through a market survey obtained 50 respondents who had the perception that Cafe Bukit Soka would provide adequate facilities, be responsive to consumer complaints and desires, reliable in serving consumers, guarantee safety and comfort, and pay attention to every consumer's needs. This analysis was prepared in the form of a report which was then submitted to Wisma Bukit Soka Salatiga to be used as a reference in establishing a new business, Cafe Bukit Soka.

Kualitas Pelayanan Penerbitan Sertifikat Pengganti pada Badan Pertanahan Nasional Kota Blitar

A land certificate is legal and very important proof of land ownership. Therefore, people need to look after and maintain it well. However, there are still cases where the certificate is lost, so the land owner needs to make an application to obtain a replacement certificate at the local National Land Agency. In the certificate replacement process, there are several obstacles, such as the high costs for publication in the mass media, the length of bureaucracy that the applicant must go through, the long time required to complete the service, and the large number of documents that the applicant must submit. This research aims to evaluate the quality of service in the process of issuing replacement certificates at the Blitar City National Land Agency and identify the obstacles faced in this process. This research uses qualitative methods whose results will be processed into descriptive data. The data collected includes primary data obtained from interviews and observations, as well as secondary data obtained from literature reviews. The data collection process was carried out through interviews, direct observation and documentation. The results of this research are based on a series of analysis processes from interview data, observation and documentation, showing that the quality of replacement certificate issuance services at the Blitar City National Land Agency is good. Judging from the five indicators of service quality used, namely Tangibles, Reliability, Responsiveness, Assurance and Empathy. There are obstacles faced, namely the occurrence of errors in the KKP system which is used to process all types of services, obstacles in making the oath agenda schedule which can hinder the completion of services

ANALYSIS OF THE GENERAL QUALITY INDICATORS OF THE PROVISION MOBILE RADIOTELEPHONE COMMUNICATION OPERATORS OF THE VOLGA FEDERAL DISTRICT

The article presents the results of the analysis of the general quality indicators of the mobile radiotelephone services. The source of data for such analysis was the results of tests organized by Roskomnadzor in the period from 2022 to 2023 on the networks of four major mobile operators (Beeline, Megafon, MTS and Tele2) in the five largest cities of the Volga Federal District with a population of more than a million inhabitants. The main quality indicators have been selected: voice transmission, data transmission and SMS transmission, for which a comparative analysis is performed based on a rating methodology. The positions of the control objects (the city center of the region and the operators of the PRS) are distributed in accordance with the value of the same type of indicators for each control parameter with the determination of the best and worst objects. A cumulative final rating has been compiled for each city where inspections were carried out and for each operator.

Identifying quality indicators for home care services: a modified Delphi and Analytic Hierarchy Process study

BackgroundAs the recipients of home care services, patients have the most direct and profound experience of service quality. There is limited knowledge as to quality indicators for home care services from patients’ perspective. This study aimed to identify quality indicators for home care services based on the Service Quality model and determine the weights of these indicators.MethodsA two-round Delphi survey and Analytic Hierarchy Process consultation were conducted to gather opinions from national experts on quality indicators for home care services developed on the basis of the Service Quality model. Consensus was defined as at least 80% agreement on the importance (important and very important) of indicators among experts. The Analytic Hierarchy Process was used to calculate the weight coefficients of the identified indicators.ResultsThe response rate was 95.0% and 97.4% in the first and second round, respectively. After two rounds, five first-level (tangibility, reliability, responsiveness, assurance and empathy) and 23 second-level indicators were identified. The Kendall’s W values were 0.54 and 0.40 for the first-level and second-level indicators (p < 0.001). The weight coefficients for the first-level and second-level indicators were 0.110–0.298 and 0.019–0.088, respectively.ConclusionQuality indicators for home care services were identified based on the Service Quality model. These indicators can be used to evaluate the service quality of home care from patients’ perspective and facilitate to determine work priorities and improve the quality of home care.

Assessment of bus fleet service quality: a graph theoretical approach

PurposeThe purpose of this paper is to develop a framework for the assessment of service quality of bus fleet services based on the service quality influencing factors. The paper also tries to evolve a quantitative measure for fleet service quality in the form of a fleet service quality index.Design/methodology/approachA graph theoretical approach is employed in this paper for bus fleet service quality assessment. Modelling of fleet service quality factors and their interrelations with due attention towards their structure is achieved through graph theory. A directed graph (digraph) of the service quality is developed, where its nodes represent factors influencing the quality while its edges show the degree of interrelationships. A matrix, which is equivalent to the digraph, is established that will generate a service quality function that will result in the development of a fleet service quality index (FSQI).FindingsAttaining customer satisfaction through assurance of quality is the cornerstone of the existence and survival of any business organization, and bus fleet services are no exception to this. Several influential factors are there for the bus fleet service quality. This research paper has identified factors such as fleet management practices, operational characteristics, safety and reliability features, travel comfort, bus maintenance and environmental concerns that affect fleet service quality. Every factor is composed of distinct sub-factors. Furthermore, these factors are linked with one another. A higher value of the fleet service quality index indicates the adequate performance of the bus fleet service organization.Practical implicationsThe methodology is useful for not only evaluating but also for comparison of service quality of different fleet agencies or organizations. The perceptions would be useful to the fleet service managers to create procedures and arrangements for improving the service quality.Originality/valueThe paper identifies various service quality factors of the bus fleet and an evaluation scheme for those factors has been developed. Based on these, a framework had been developed for the assessment of the service quality of different fleet service providers.

Aksesibilitas Pelayanan Publik bagi Penyandang Disabilitas pada Pemerintah Daerah Kabupaten Tangerang

In this study, there is an identification of a gap between what is expected and the actual reality in the efforts of the Tangerang district government in fulfilling the rights of persons with disabilities. This gap, which is called das sein and das sollen, encouraged researchers to make a thesis on the issue. The purpose of this study is to provide a detailed description of the level of accessibility of public services available to individuals with disabilities within the Tangerang Regency local government. Zeithaml, Parasuraman, and Berry (as cited in Hardiansyah, 2018: 63) propose that to assess the quality of service actually perceived by consumers, there are specific indicators of service quality that can be categorised into five categories of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. The results of this study have several points 1) Incomplete regulations or technical implementation standards for public services for persons with disabilities in the form of Tangerang Regent regulations as guidelines for the implementation of Tangerang Regency PERDA No. 11/2018 concerning the protection and fulfilment of the rights of persons with disabilities; 2) The attitude of government officials towards persons with disabilities The government is one of the important actors in the successful implementation of public service accessibility for persons with disabilities. 3) Attitudes of non-disabled people towards people with disabilities and people with disabilities towards non-disabled people In addition to the government as an important actor in the successful implementation of accessibility of public services for persons with disabilities, non-disabled people have an important part in the successful implementation of public service accessibility for persons with disabilities. Suggestions for the Tangerang Regency Government, especially public service providers from the executive branch, to immediately make a Tangerang Regent Regulation (PERBUP) regarding the fulfilment of the rights of persons with disabilities so that it can become a guideline and technical guidance for all public service providers.

Методи обґрунтування запасів запасних частин у системі управління транспортним процесом

The article formulates directions and analyzes the possibilities of substantiating and choosing the most optimal variant of applying mathematical models for forecasting the number and range of spare parts. The provided recommendations allow to take into account the multi-brand fleets of motor transport enterprises and trends for extrapolation in the short term, identified by the results of observations in real operating conditions. The main reasons for the occurrence of prolonged vehicle downtime due to technical malfunctions are considered. Traditional methods of planning spare parts inventories based on the use of reliability theory and results of mileage forecasting, standard time to failure; inventory management theory and statistical methods for forecasting random processes; methods of operations research; economic and mathematical methods; stochastic methods of transformation of random variables are analyzed. The article formalizes the grouping of factors that affect the size of stocks and the range of spare parts in the operation of rolling stock of enterprises, depending on the state of the system of organization of work of services for maintenance and repair of vehicles; structure of the fleet and technical characteristics of vehicles; level of development of the production base; availability, interest and qualification of personnel; operating conditions of automotive equipment. It is proposed to improve the logistics of spare parts inventory management and to formulate measures to improve the performance of carriers based on an assessment of the total costs incurred by the enterprise to maintain the reliability of rolling stock in operation and taking into account the amount of lost profit due to vehicle downtime in the technical service units. At the same time, it is recommended to use the mathematical apparatus of fuzzy set theory for decision-making, which allows formalizing the parameters of vaguely defined expectations of consumers of motor transport services and reducing the subjectivity of decision-making when solving problems of optimizing spare parts stocks in the transport process management system based on the analysis of the structure of consumer properties and service quality indicators.

Analysis of The Readiness of The Regional Government of Malinau District North Kalimantan Province in Commemorate Digital Transformation

One of the efforts to realize the goals of bureaucratic reform is the modernization of the government bureaucracy which focuses on the orientation of public services to community satisfaction through optimizing the use of information technology. The purpose of this research is to analyse the readiness of the Regional Government of Malinau Regency in commemorate digital transformation and to identify supporting and inhibiting factors for the readiness of the Regional Government of Malinau Regency in commemorate digital transformation. This study uses a qualitative research design with descriptive methods, by adapting the An Integration Information Rich E-Readiness Assessment Tool readiness analysis model, proposed by Mutula &amp; Brakel 2006. This research uses a triagulation analysis method on observation data, interviews and documentation in the field. The research results of the five dimensions of assessment show 1) Information Readiness with information access indicators categorized as ready and information mechanism indicators categorized as quite ready; 2) Institutional Readiness with Organizational Structure indicators categorized as ready, ICT Policy indicators categorized as quite ready and ICT Budget Readiness categorized as ready; 3) HR readiness with HR composition indicators categorized as quite ready, ICT HR qualification indicators categorized as unprepared, and ICT HR preparation indicators categorized as unprepared. 4) Infrastructure Availability with hardware and software infrastructure indicators categorized as ready and internet connection indicators categorized as quite ready; 5) External Environment Readiness with telecommunications service quality indicators categorized as quite ready.

Measuring the relationship between museum attributes and visitors: An application of topic model on museum online reviews.

In recent years, cultural tourism has increasingly embraced museum visits. Museums serve as both cultural heritage guardians and integral parts of tourist destinations, significantly impacting visitor satisfaction and experience. Moreover, online museum reviews have become a crucial indicator of museum service quality, visitor experience, and public feedback in the digital age. An analysis of online reviews on major tourism websites and social media platforms can assist museums in developing appropriate management strategies. This study employed the structural topic model (STM) to analyze online museum reviews, identifying three primary attributes of museums and visitors' personal experiences, as well as 19 sub-attributes. The study confirmed that core offerings have a positive impact on visitor experience and satisfaction, while peripheral services and overall ambiance are also positively related to visitor experience and satisfaction. Furthermore, the results of structural equation modeling demonstrated that visitors' personal experiences have a positive impact on satisfaction. The results of structural equation modeling analysis support all seven hypothesized relationships. These findings will assist museum managers in developing effective management strategies and future plans.

Improved water supply infrastructure to reduce acute diarrhoeal diseases and cholera in Uvira, Democratic Republic of the Congo: Results and lessons learned from a pragmatic trial.

Safely managed drinking water is critical to prevent diarrhoeal diseases, including cholera, but evidence on the effectiveness of piped water supply in reducing these diseases in low-income and complex emergency settings remains scarce. We conducted a trial of water supply infrastructure improvements in Uvira (DRC). Our primary objective was to estimate the relationship between a composite index of water service quality and the monthly number of suspected cholera cases admitted to treatment facilities and, as a secondary analysis, the number of cases confirmed by rapid diagnostic tests. Other exposures included the quantity of supplied water and service continuity. We used Poisson generalised linear models with generalised estimating equations to estimate incidence rate ratios. Associations between suspected cholera incidence and water service quality (RR 0·86, 95% CI 0·73-1·01), quantity (RR 0·80, 95% CI 0·62-1·02) and continuity (RR 0·81, 95% CI 0·77-0·86) were estimated. The magnitudes of the associations were similar between confirmed cholera incidence and water service quality (RR 0·84, 95% CI 0·73-0·97), quantity (RR 0·76, 95% CI 0·61-0·94) and continuity (RR 0·75, 95% CI 0·69-0·81). These results suggest that an additional 5 L/user/day or 1.2 hour per day of water production could reduce confirmed cholera by 24% (95% CI 6-39%) and 25% (95% CI 19-31%), respectively. Ensuring a sufficient and continuous piped water supply may substantially reduce the burden of endemic cholera and diarrhoeal diseases but evaluating this rigorously is challenging. Pragmatic strategies are needed for public health research on complex interventions in protracted emergency settings. The trial is registered in ClinicalTrials.gov ID NCT02928341. https://classic.clinicaltrials.gov/ct2/show/NCT02928341.

Assessing Quality of In-Patient Care and Patients's Expectations Using A SERVQUAL Approach in A Tertiary Care Hospital in India

Background: Patient satisfaction is a key indicator of healthcare service quality and has implications for the growth and success of healthcare organizations. However, there is often a gap between patients’ expectations and perceptions of service quality, which can vary depending on various sociodemographic factors. This study aimed to assess the expectations, perceptions and service quality gap in a tertiary care hospital using SERVQUAL model. Materials and Methods: A cross-sectional study was conducted among 120 adult inpatients using a semi-structured questionnaire based on the five dimensions of the SERVQUAL model. The quality gap was calculated as the difference between perception and expectation scores. Results: The study found a significant negative quality gap across all five dimensions, with the largest gaps observed in reliability and responsiveness. The study also revealed that gender, age, and education influenced patients’ perception of service quality, while type of specialty, residence, monthly income, and occupation did not have a significant effect. Conclusion: The study highlighted the need for improving the service quality in the tertiary care hospital, especially in terms of reliability and responsiveness. The study also suggested that healthcare managers and providers should consider the diverse expectations and needs of patients based on their sociodemographic characteristics.

PATIENT FEEDBACK AS A TOOL FOR IMPROVING EYE CARE SERVICES: INSIGHTS FROM THREE HOSPITALS IN NEPAL

This study evaluates the quality of care and patient satisfaction across three eye hospitals in Nepal: Rapti Eye Hospital, Lamahi Eye Hospital, and Chhanda Kalebabu Eye Hospital. Although these institutions operate under the same overarching management, they are situated in different locations and governed by distinct administrative management subcommittees. The main purpose of the study is to identify differences in patient satisfaction levels among the three hospitals. Additionally, the research seeks to assess the effectiveness of management, recognizing that while these hospitals share a common management board, the quality of care is heavily influenced by the technical and administrative leadership unique to each hospital. A total of 300 patients were surveyed—100 from each hospital—using the SERVQUAL model questionnaire to measure patient satisfaction, a critical indicator of healthcare service quality. The findings reveal key insights into each hospital's performance, highlighting areas of strength and potential improvement. By understanding patient satisfaction levels, hospital management can address weaker aspects of service delivery and enhance overall patient care. This research underscores the importance of patient feedback in evaluating hospital services and informs strategic efforts for continuous improvement in the healthcare system.

Timeliness of Childhood Vaccinations Following Strengthening of the Second Year of Life (2YL) Immunization Platform and Introduction of Catch-Up Vaccination Policy in Ghana.

Strengthening routine immunization systems to successfully deliver childhood vaccines during the second year of life (2YL) is critical for vaccine-preventable disease control. In Ghana, the 18-month visit provides opportunities to deliver the second dose of the measles-rubella vaccine (MR2) and for healthcare workers to assess for and provide children with any missed vaccine doses. In 2016, the Ghana Health Service (GHS) revised its national immunization policies to include guidelines for catch-up vaccinations. This study assessed the change in the timely receipt of vaccinations per Ghana's Expanded Program on Immunizations (EPI) schedule, an important indicator of service quality, following the introduction of the catch-up policy and implementation of a multifaceted intervention package. Vaccination coverage was assessed from household surveys conducted in the Greater Accra, Northern, and Volta regions for 392 and 931 children aged 24-35 months with documented immunization history in 2016 and 2020, respectively. Age at receipt of childhood vaccines was compared to the recommended age, as per the EPI schedule. Cumulative days under-vaccinated during the first 24 months of life for each recommended dose were assessed. Multivariable Cox regression was used to assess the associations between child and caregiver characteristics and time to MR2 vaccination. From 2016 to 2020, the proportion of children receiving all recommended doses on schedule generally improved, the duration of under-vaccination was shortened for most doses, and higher coverage rates were achieved at earlier ages for the MR series. More timely infant doses and caregiver awareness of the 2YL visit were positively associated with MR2 vaccination. Fostering a well-supported cadre of vaccinators, building community demand for 2YL vaccination, sustaining service utilization through strengthened defaulter tracking and caregiver-reminder systems, and creating a favorable policy environment that promotes vaccination over the life course are critical to improving the timeliness of childhood vaccinations.

Analisis Kinerja Satuan Polisi Pamong Praja dalam Menertibkan Pedagang Kaki Lima

The purpose of this study is to find out how the Municipal Police Force performs in regulating street vendors in Biak Numfor Regency, to determine the factors that influence the performance of the Municipal Police Force in organizing street vendors at the Inpres Market, Biak City District, Biak Numfor Regency. The theory used in this study is the organizational performance theory according to Dwiyanto (2008: 50), which includes productivity, service quality, responsiveness, responsibility, and accountability. The research method used is qualitative research. After the data is collected, it is then reduced and presented, and then a temporary conclusion is drawn about the data related to the issues being researched and analyzed before a final conclusion is made. The performance of the Municipal Police Force in regulating Street Vendors at the Inpres Market, Biak City District, Biak Numfor Regency based on productivity, service quality, and responsiveness indicators is not optimal. Meanwhile, the accountability indicator has been running optimally as evidenced by the Municipal Police Force which has published reports related to accountability reports of the agency to the Local Government. Factors affecting the performance of the Municipal Police Force in regulating Street Vendors at the Inpres Market in Biak are internal and external factors. Internal factors include human resources, facilities and infrastructure, and budget. External factors include political interests. In addition, the lack of socialization to the street vendors regarding local regulations explaining about street vendors, and coordination with stakeholders also affect the performance of the Municipal Police Force in regulating Street Vendors at the Inpres Market in Biak.

IMPLEMENTASI KEBIJAKAN PENGEMBANGAN KOLEKSI DIGITAL PADA KOLEKSI REPOSITORI KEMENTERIAN PERTANIAN

PUSTAKA Bogor is one of the libraries that has a collection of local content in digital form which can be accessed through a repository called the Ministry of Agriculture Repository. The collections contained in the Ministry of Agriculture's repository are publications from the Ministry of Agriculture, which makes the collections therein unique, specific collections and not found in other institutions. In order to realize PUSTAKA Bogor's goal of disseminating agricultural science and technology information, it is important to develop digital local content collections in the Ministry of Agriculture's repository. Collection development activities have a big influence on the service quality indicators in the library as a whole. Adapting to technological developments and the diversity of library collection media, collections in forms other than print, such as digital collections, also need to be developed in accordance with the policies set by PUSTAKA Bogor and the Ministry of Agriculture. This research aims to explain the form of implementation of collection development policies in the Ministry of Agriculture repository managed by PUSTAKA Bogor. This research uses a qualitative research method with a case study approach. Determining informants in this study used a purposive sampling technique which was adapted to the research topic. Data collection was carried out by observation, interviews and documentation. The results of this research are a form of implementation of collection development in the Ministry of Agriculture repository carried out through data entry using two methods, namely the conventional method carried out by the library and the harvesting method carried out by IT.