Analisis Pelayanan Publik di Kabupaten Kutai Kartanegara
##plugins.themes.bootstrap3.article.sidebar##
##plugins.themes.bootstrap3.article.main##
Abstract
It is the right of every citizen to get good and quality public services. Community satisfaction is an indicator of the success of these public service providers, therefore public service providers should be directed to increasing community satisfaction. This study uses a survey approach. Respondents were 120 people selected by accidental techniques and spread in 6 sub-districts. Based on the results of the study, the average level of compliance of the service units (districts) in Kutai Kartanegara District against the Law on Public Services was only 69.83 (yellow zone) with the medium compliance category. While the level of community satisfaction is -0.43 or less satisfied with the services provided. However, the average IKM is 87.71 with an A title or very good.
##plugins.themes.bootstrap3.article.details##
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
References
Boediono, B. (2003). Pelayanan Prima Perpajakan. Jakarta: Rineka Cipta.
Fikri, S., Wiyani, W., & Suwandaru, A. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Mahasiswa. Jurnal Bisnis dan Manajemen, 120-134.
Gedeona, H. T. (2015). Analisis Model Alternatif Instrumen Pengukuran Kinerja Unit Pelayanan di Lingkungan Pemerintah Propinsi Jawa Barat. Jurnal Ilmu Administrasi, 12, 469-490.
Gronroos, C. (2001). Service Management and Marketing. Toronto: Lexington Books.
Kotler, & Keller. (2012). Manajemen Pemasaran (Edisi 12). Jakarta: Erlangga.
Moenir, H. (2010). Manajemen Pelayanan Umum di Indonesia. Jakarta: Bumi Aksara.
Ratminto, & Winarsih, A. S. (2005). Manajemen Pelayanan. Yogyakarta: Pustaka Pelajar.
Republik Indonesia. (2003). Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 63 Tahun 2003 tentang Pedoman Pelayanan Publik. Jakarta: Sekretariat Negara.
Republik Indonesia. (2004). Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 25 Tahun 2004 tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah. Jakarta: Sekretariat Negara.
Republik Indonesia. (2009). Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik. Jakarta: Sekretariat Negara.
Republik Indonesia. (2015). Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 1 Tahun 2015 tentang Pedoman Evaluasi Kinerja Penyelenggara Pelayanan Publik. Jakarta: Sekretariat Negara.
Ridwan, J., & Sudrajat, A. S. (2009). Hukum Administrasi Negara dan Kebijakan Pelayanan Publik. Bandung: Nuansa.
Sinambela, L. P. (2010). Reformasi Pelayanan Publik. Jakarta: Bumi Aksara.
Tjiptono, F., & Gregorius, C. (2011). Service Quality & Satisfaction (Edisi 3). Yogyakarta: Andi Offset.
Widjayanti, A. (2013). Evaluasi Kualitas Pelayanan Publik Melalui Metode Konsumsi. Jurnal Ilmu Administrasi, 10, 246-254.