DEVELOPMENT OF SERVICE STANDARDS AT INVESTMENT AND INTEGRATED ONE-STOP SERVICES AGENCY (DPMPTSP) TAKALAR REGENCY
DOI:
https://doi.org/10.33509/admit.v1i2.2309Keywords:
Service Standards, Public Service, Service Quality and DPMPTSP Takalar RegencyAbstract
Every government is obligated to offer services to its citizens. Indonesia, in particular, has an archipelagic geography, resulting in a widely dispersed society. To address all basic necessities, the Indonesian state established regional autonomy. Every citizen has the right to perform administrative services obtained from the government as a public service provider. Regional Government agency are the agency with the highest amount of complaints in Indonesia, particularly in South Sulawesi, which ranks fourth in terms of service complaints. DPMPTS Takalar Regency, which has occupied the yellow zone in service, continues to encounter numerous barriers in public services, such as the lack of service procedures documented in service standards, thus service standards must be developed. This study employed interviewing, observation, and document examination. The ultimate product of this research is a set of service standards developed in accordance with the criteria for developing service standards from PERMENPAN RB number 15 of 2014. This work provides a solution to problems that may develop.
References
Batagan, L., Pocovnicu, A., & Capisizu, S. (2009). E-Service Quality Management. Journal of Applied Quantitative Methods, 4(3), 372–381.
Emilia, D., Nasution, M. H. T., Dewi, R., & Muda, I. (2019). Pelaksanaan Prinsip Pelayanan Publik SAMSAT Medan Selatan dalam Meningkatkan Pemungutan Pajak Kendaraan Bermotor Roda Dua. Jurnal Ilmu Pemerintahan, Administrasi Publik, Dan Ilmu Komunikasi (JIPIKOM), 1(1), 28–34. https://doi.org/10.31289/JIPIKOM.V1I1.171
Hennik, M. M. (2014). Focus Group Discussions: Understanding Qualitative Research. Oxford Scholarship, Atlanta: 30 January 2014. Retrieved from https://global.oup.com/academic/product/understanding-focus-group-discussions-9780199856169?cc=id&lang=en
Kim, J., Cho, A., & Kim, J. (2022). Effect of the Standardization of Service Platforms for High-Involvement PropTech Services. Sustainability (Switzerland), 14(9), 1–18. https://doi.org/10.3390/su14095036
López-Lemus, J. A. (2021). ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations. International Journal of Organizational Analysis. https://doi.org/10.1108/IJOA-05-2021-2753
Octavia, R. M. (2018). Inovasi Pelayanan Publik Izin Mendirikan Bangunan (Imb) Delivery Di Kecamatan Jambangan Kota Surabaya. Jurnal Administrasi Publik, 6(2). https://doi.org/https://doi.org/10.26740/publika.v6n2.p%25p
Ombudsman Republik Indonesia. (2021). Laporan Tahunan Ombudsman Republik Indonesia Tahun 2021. Ombudsman Republik Indonesia, 127.
Ombudsman Republik Indonesia. (2022a). Laporan Triwulan I. Ombudsman RI, 9. Retrieved from https://ombudsman.go.id/produk/lihat/743/LTR_file_20220829_101320.pdf
Ombudsman Republik Indonesia. (2022b). Ringkasan Eksekutif Penilaian Kepatuhan Penyelenggaraan Pelayanan Publik Tahun 2022. Ombudsman Republik Indonesia, 1(1), 1–132.
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Jurnal Sustainability (Switzerland), 11(4), 1–24. https://doi.org/10.3390/su11041113
Peraturan Bupati Takalar Nomor 58 Tahun 2018. (2018). Peraturan Bupati Takalar Nomor 58 Tahun 2018 Tentang Penyederhanaan Perizinan dan Non Perizinan.
Pinpin, Halawa, Y., & Hulu, T. (2022). Analisis Pelaksanaan Pelayanan Publik Di Kantor Kelurahan Polonia Kecamatan Medan Polonia. JURNAL GOVERNANCE OPINION, 7, 76–82.
Rahman, D., Syafari, M. R., & Arbain, T. (2022). Kualitas Pelayanan Program Pendaftaran Tanah Sistematik Lengkap di Wilayah Kantor Pertanahan Kabupaten Tabalong. Jurnal PubBis, 6(1), 26–38. https://doi.org/10.35722/pubbis.v6i1.568
Ramseook-munhurrun, P., Lukea-bhiwajee, S. D., & Naidoo, P. (2010). Service quality in the public service. International Journal of Marketing and Marketing Research, 3(1), 37–50.
Ramya, N. (2019). SERVICE QUALITY AND ITS DIMENSIONS. EPRA International Journal of Research & Development EPRA International Journal of (IJRD), 4(May), 2–7.
Wang, G., Wang, J., Ma, X., & Qiu, R. G. (2010). The effect of standardization and customization on service satisfaction. Journal of Service Science, 2(1), 1–23. https://doi.org/10.1007/s12927-010-0001-3
Wicaksono, K. W. (2019). Transforming The Spirit Of New Public Service Into Public Management Reform In Indonesia. Jurnal Manajemen Pelayanan Publik, 2(1), 24. https://doi.org/10.24198/jmpp.v2i1.20190
Wulandari, L. (2017). Penerapan Standar Pelayanan Minimal (SPM) Oleh Kepala Desa Di Kantor Desa Saguling Kecamatan Baregbeg Kabupaten Ciamis. Dinamika: Jurnal Ilmiah Ilmu Administrasi Negara, 471. Retrieved from https://jurnal.unigal.ac.id/index.php/dinamika/article/viewFile/653/548.
Downloads
Published
Issue
Section
License
Copyright (c) 2023 Politeknik STIA LAN Makassar
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
