PENGARUH PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN SUKAMAJU KECAMATAN SAKO KOTA PALEMBANG (STUDI KASUS PELAYANAN SURAT PENGANTAR NIKAH)

Authors

  • Saiton Saiton Program Studi Administrasi Negara, STIA Satya Negara

DOI:

https://doi.org/10.37090/jpb.v4i2.393

Abstract

 ABSTRACT

In improving services, employees who are truly of high quality are needed so that interests that follow the basic rights of society can be carried out properly. Every organization, private or public, needs to build human resources that are professionally owned and have high competence. Highly competent employees will be the center of organizational excellence as well as support for organizational competitiveness in entering the era of globalization and facing the business environment and social conditions of society which are experiencing rapid changes.

The results of research and discussion, public services at the Sukamaju Urban Village office received a very good assessment (with a score of 81.75). However, of the 12 elements of service quality, there are some elements that are still deemed not fulfilling the wishes of the community. These elements are speed in service and certainty of service schedules. Both elements are in the good category, but the accumulative value is below the value of the other elements. this needs to be improved, so that in the future it can meet community expectations. So that good and satisfying service can really be felt by the community. The community satisfaction felt by the community when dealing with marriage cover letters at the Sukamaju Village office received a very good assessment (with a score of 88.25). Public Service has an effect on Community Satisfaction, the value obtained states that there is a positive influence and between Public Service on satisfaction (79.2%). The results obtained state that if the service is improved, then the community satisfaction will also increase.

Keywords: public service, community satisfaction

References

DAFTAR PUSTAKA

Aryani, Dwi dan Febrina Rosinta . 2010. Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi dan Organisasi Volume 17, Nomor 2 (online) (http://scholar.google.co.id/scholar_url?url=http://www.ijil.ui.ac.id/index.php/jbb/article/download/632/617&hl=id&sa=X&scisig=AAGBfm116OQNelD3ttlNyHXyHFkf7L1GPA&nossl=1&oi=scholarr, diakses 7 November 2018)

Indriani, Sugeng Rusmiwari, Agung Suprojo. 2017. Pengaruh Pelayanan Publik Terhadap Kepuasan Masyarakat: Studi Kasus Izin Produksi Pangan Industri Rumah Tangga Di Kantor Badan Penanaman Modal Kota Batu Jurnal ilmu sosial dan politik Vol 6, No 2. (Online) (https://publikasi.unitri.ac.id/index.php/fisip/article/view/525. Diakses 7 Noveber 2018)

Dendawijaya, Lukman. 2009. Manajemen Perbankan. Jakarta: Ghalia Indonesia

Kasmir. 2005. Manajemen Perbankan: Etika Costumer Services. Jakarta: PT. Raja Grafindo

Moenir, H.A.S. 2010. Manajemen Pelayanan Umum Di Indonesia. Jakarta : Bumi Aksara.

Muchlis. 2015. Pengaruh Kepuasan MasyarakatPublik Terhadap Kepuasan Masyarakat Di Kecamatan Wonosari (Studi Pelayanan e-KTP di Kecamatan Wonosari) (Online) (https://www.academia.edu/13883339/PENGARUH_KUALITAS_PELAYANAN_PUBLIK?auto=download. Diakses 7 November 2018)

Prasetyo, Bambang & Lina Miftahul Jannah. 2005. Metode Penelitian Kuantitatif : Teori dan Aplikasi. Jakarta : PT. Rajagrafindo Persada.

Purnama, Nursyabani. 2006. Manajemen Kualitas:Perspektif Global. Yogyakarta: Ekonisia

Ratminto & Atik Winarsih. 2007. Manajemen Pelayanan. Jakarta: Pustaka Pelajar

Sinambela, Lijan Poltak, dkk. 2006. Reformasi Pelayanan Publik. Jakarta : PT. Bumi Aksara.

Sugiyono. 2014. Metodelogi Penelitian Kuantitatif Kualitatif dan R & D. Bandung : Alfabeta.

Widjaja, A.W. 2006. Administrasi Kepegawaian. Jakarta : Rajawali

Yamit, Zulian. 2004. Manajemen Kualitas Produk & Jasa. Yogyakarta: Ekonesia

Sumber dari Undang-undang

Peraturan Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi Nomor 14 Tahun 2017 Tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah. 2017. Jakarta : Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi

Undang-Undang No 25 Tahun 2009 Tentang Pelayanan Publik. 2009. Jakarta : DPR RI dan Presiden RI

Downloads

Published

2021-04-23

Issue

Section

List of Articles in This Issue

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.