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"Penelitian ini bertujuan untuk menganalisis kualitas Pelayanan Administrasi Terpadu Kecamatan (PATEN) di Kecamatan Ciomas, Kabupaten Bogor dengan menggunakan teori kualitas Christoper Lovelock yang terdiri dari: Information, Consultation, Order Taking, Hospitality, Caretaking, Exceptions, Billing, dan Payment. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan teknik pengumpulan data mix method yaitu menggabungkan antara teknik pengumpulan data kuantitatif dan kualitatif. Instrumen yang digunakan dalam penelitian ini dengan cara melakukan survei, wawancara mendalam (in-depth interview) dengan beberapa narasumber dan observasi. Hasil penelitian menunjukkan bahwa mayoritas responden menyatakan kualitas Pelayanan Administrasi Terpadu Kecamatan (PATEN) di Kecamatan Ciomas, Kabupaten Bogor termasuk dalam kategori baik. Namun dalam beberapa hal pemohon PATEN masih merasa kualitas PATEN masih kurang baik dan perlu diperbaiki. Oleh karena itu, terdapat saran untuk perbaikan dan peningkatan kualitas PATEN di Kecamatan Ciomas, Kabupaten Bogor, yaitu disediakan tanda informasi pelayanan berupa banner, akses dalam pembayaran pelayanan perizinan dapat dilakukan melalui transfer, menyediakan ruangan/loket pengaduan, petugas melakukan pencatatan terkait keluhan pemohon, membuat situs resmi Kecamatan Ciomas yang dapat menyediakan informasi PATEN dan dapat diakses oleh publik, dan menyediakan mesin/nomor antrian untuk pemohon.

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This study aims to analyze the quality of the Integrated District Administrative Services (PATEN) in Ciomas Subdistrict, Bogor Regency using Christoper Lovelock's quality theory consisting of: Information, Consultation, Order Taking, Hospitality, Caretaking, Exceptions, Billing, and Payment. The method of this research used is quantitative research with a mix method that combines quantitative and qualitative data collection techniques. The instrument used in this study was by conducting surveys, in-depth interviews with several speakers and observations. The results showed that the majority of respondents stated that the quality of the Integrated District Administrative Services (PATEN) in Ciomas Subdistrict, Bogor Regency was included in good category. But in some cases the PATEN customer still feels that the quality of the PATEN is still not good and needs to be improved. Therefore, there are suggestions for improvement in the quality of PATEN in Ciomas Sub-District, Bogor Regency, which is provided a sign of service information in the form of a banner, access to the payment of licensing services can be done through transfers, providing complaints rooms/counters, officers make records related to the complaints of the customers, make an official site of Ciomas Subdistrict that can provide PATEN information and can be accessed by the public, and provide a machine/queue number for the customers."

"Skripsi ini membahas tentang upaya-upaya yang dilakukan oleh unit Pusat Pelayanan Bahan Ajar di Universitas Terbuka untuk peningkatan kualitas pelayanan. Penelitian ini adalah penelitian kualitatif dengan desain deskriptif. Hasil penelitian menyarankan bahwa unit Pusat Pelayanan Bahan Ajar perlu menjaga kualitas pelayanan yang sudah dicapai terhadap para pelanggannya dengan upaya-upaya dan controlling yang sudah ada sekarang, sehingga peningkatan kualitas itu ditingkatkan secara terus menerus (continous quality improvement) dalam memenuhi kepuasan pelanggan yang diinginkan.

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This Skripsi study concerning efforts done by unit Materials Learning Service Center in Open University for the improvement of service quality. This research is the qualitative research with descriptive design. The researcher result suggest that unit Material Learning Service Center is need to pay attention of the quality of service which have already reached to all their customers with the efforts and controlling too, so that improvement was improved continually (continous quality improvement) in fulfilling satisfaction of customers needs."

"Di tengah pandemi COVID-19 penyelenggaraan pelayanan publik melakukan penyesuaian berupa pemanfaatan teknologi informasi (online). Salah satunya Seksi Pelayanan Kesehatan Rujukan dan Pembiayaan Kesehatan (Yankesru dan PK) Dinas Kesehatan Kota Depok yang juga melakukan penyesuaian pada Pelayanan Surat Jaminan Pelayanan (SJP) menjadi online berbasis aplikasi. Oleh karenanya, penelitian ini bertujuan untuk mengevaluasi pelayanan prima pada Pelayanan SJP Online saat pandemi COVID-19 sebagai perwujudan prinsip good governance. Desain penelitian berupa kualitatif yang bersifat deskriptif dengan pengumpulan data melalui observasi, wawancara mendalam, dan telaah data sekunder. Model evaluasi berupa sistem IPO (Input, Process, dan Output). Dari hasil penelitian diperoleh bahwa pelaksanaan Pelayanan Surat Jaminan Pelayanan (SJP) Online sudah cukup prima sesuai standard pelayanan prima menurut UU Nomor 25 Tahun 2009 dan Permen PAN dan RB RI Nomor 15 Tahun 2014, meskipun masih terdapat kendala-kendala seperti, kurangnya Pegawai Verifikator Medis dan Penanggungjawab SJP Online, sarana dan prasarana belum memadai, belum disahkannya SOP dan perencanaan kegiatan pelayanan prima, beban moriil bagi pegawai, pemahaman SJP yang belum optimal dari beberapa Pegawai, Puskesmas, dan Masyarakat Wilayah Kota Depok, serta kurangnya sosialisasi fasilitas pengaduan. Meskipun demikian, Seksi Yankesru dan PK terus melakukan upaya perbaikan dan peningkatan pada Layanan SJP Online agar pelayanan prima dapat tercapai seutuhnya.

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During the COVID-19 pandemic, many public services made adjustments to the online system, including the Service Guarantee Letters (SJP) in the Health Referral System and Health Financing Section that using application-based online. Therefore, this study aims to know the overview of excellent service evaluation in the SJP Online Services in the era of the COVID-19 to realize the principles of good governance. This research uses qualitative methods with descriptive analysis through observation, in-depth interviews, and secondary data analysis. The evaluation model is using an IPO system (Input, Process, and Output). The results found that the excellent service aspects in the SJP Online Services were quite good because most of them were relevant with Law Number 25 of 2009 and Ministerial Regulation Number 15 of 2014. However, there are still problems going on like inadequate of Medical Verification Staff, Coordinator of SJP, and facilities, not yet ratified SOP and planning of excellent service activities, the moral burden felt by officers, the understanding of users and providers are not optimal yet, and complaint facilities are less socialized. Although, the Health Referral System and Health Financing continue to improve the SJP Online Services."

"Skripsi ini membahas mengenai implementasi sistem informasi manajemen pelayanan terpadu (SIMYANDU) terintegrasi di Badan Pelayanan Perizinan Terpadu (BP2T) Kota Tangerang Selatan, sebagai salah satu upaya pemanfaatan teknologi informasi dalam meningkatkan penyelenggaraan layanan perizinan. Namun dalam implementasinya, sistem ini dianggap masih belum baik yang dapat dilihat dari terdapat beberapa permasalahan. Penelitian ini dilakukan dengan menggunakan pendekatan Post Positivist yang didasarkan pada teori Implementasi Sistem Informasi oleh James Wetherbe (1989, dalam Whitten dkk) dengan desain deskriptif dan teknik pengumpulan data kualitatif, yaitu melalui wawancara mendalam. Hasil penelitian menunjukkan bahwa dalam penerapan Simyandu terintegrasi ini masih ditemui beberapa kendala dari sisi efisiensi output yang tidak paperless, masih maraknya pratik calo, adanya ketidaksinkronan dalam proses mutasi berkas serta kurangnya sosialisasi layanan SMS Centre dan Website kepada masyarakat yang termasuk ke dalam Aplikasi Simyandu untuk mengecek status perizinan.

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This thesis discusses about Implementation of Application Integrated Sistem Informasi Manajemen Pelayanan Terpadu (SIMYANDU) at Badan Pelayanan Terpadu (BP2T) of South Tangerang. The Application is one of the effort to use Information Technology (IT) in order to increase the services. However, the application of this system is not good enough, considering the number of problem that came up in the process.

This research used the Post-Positivist approach, which based on James Wetherbe (1989 in Jeffrey Whiten, 2001) theory of information system implementation, with descriptive designed text and qualitative method through in-depth interview.

The result shows that the application of integrated Simyandu still facing several problems, such as output efficiency, numerous case of calo, the in-synchronizes data digitalization, and also lack of publication of Sms Centre and Web service available in Simyandu Application."

"Skripsi ini membahas tentang pelayanan di Rusunawa Pulo Gebang, Kelurahan Pulo Gebang, Kecamatan Cakung, Jakarta Timur, ditinjau dari prinsip-prinsip good governance. Pelayanan Rusunawa Pulo Gebang dilaksanakan oleh UPRS Wilayah III Dinas Perumahan dan Gedung Pemerintah Daerah Provinsi DKI Jakarta. Penelitian ini menggunakan teori good governance dalam pelayanan publik dengan pendekatan positivis dan teknik pengumpulan data kualitatif. Teknik analisis data menggunakan analisis deksriptif terhadap dimensi-dimensi good governance.Hasil penelitian ini menunjukkan bahwa UPRS Wilayah III belum memenuhi prinsip-prinsip good governance dalam pelayanan publik di Rusunawa Pulo Gebang. UPRS Wilayah III juga mengalami kendala dalam mewujudkan prinsip good governance, yakni tidak adanya sistem elektronik pendukung dalam pelayanan, terutama dalam pelayanan administrasi sehingga menyebabkan penyimpangan di lapangan dan masyarakat mengalami kesulitan dalam mengakses informasi mengenai pelayanan di Rusunawa Pulo Gebang. Selain itu, UPRS Wilayah III juga menghadapi kendala kekurangan SDM sebagai pengawas rusunawa, yakni penanggung jawab lokasi (penjalok).

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This undergraduate thesis discusses about the services at Rusunawa Pulo Gebang, Kelurahan Pulo Gebang, Kecamatan Cakung, East Jakarta, reviewed by the principles of good governance. Rusunawa Pulo Gebang services performed by UPRS Region III in Agency of Housing and Local Government Buildings of DKI Jakarta Province. This study uses the theory of good governance in the public service with positivist approach and qualitative data collection techniques. The data analysis technique uses descriptive analysis technique of the dimensions of good governance.

The results of this study indicate that UPRS Region III has not comply the principles of good governance in service in Rusunawa Pulo Gebang. UPRS Region III also has a problem in realizing the principles of good governance, that is the absence of supporting electronic systems in services, especially in administrative services, causing irregularities in the implementation field and many people have difficulty in accessing information about services in Rusunawa Pulo Gebang. In addition, UPRS Region III also faces a lack of human resources as rusunawa supervisors, that is penanggung jawab lokasi (penjalok)."

"All states have mechanism procedure to promote or guarantee their civil services' accountability . Reform era era with the improvement of democracy has provided a new expectation to have accountability practices of public administrators in Indonesia. Other factors including donor countries such as UNDP and world Bank have forced Indonesia to reorganize its bureaucracy system in particularly its public services to materialize practices of good governance. Moreover, the movement of democracy values, global human right issues, and strong demands for local autonomy has encourage a wide accountability; it is not only evaluated internally but also externally, that is social accountability in performing public services."

"Topik yang kita bahas ini , merupakan topik yang penting dan relevan kita perbincangkan sekarang ini mengingat kondisi dan perlakuan terhadap warga neagara kita, khususnya para pekerja kita, di Malaysia....."

"Dimulai pada pertengahan tahun 2005, XDS PT `X' menjalankan program peningkatan kualitas layanan pelanggan. Program ini sebagai tindak lanjut dari kondisi lemahnya pelayanan pelanggan di XDS di mata Board of Commisioner PT `X'. Diawali dengan mengadakan training Service Excellence Mindset dan sosialiasi 50 Golden Rules Customer Service, kemudian hasil implementasinya dievaluasi melalui program Mysteri Shopper. Di sini muncul berbagai keluhan dan permasalahan yang pada hakekatnya berasal dari kurang berhasilnya pengelolaan perubahan dalam upaya meningkatkan kualitas pelayanan pelanggan. Terlihat juga kurang optimalnya fungsi departemen Customer Service sebagai pengelola perubahan.Berdasarkan kajian yang dilakukan terhadap pelaksanaan program peningkatan kualitas pelayanan pelanggan di XDS PT X selama ini dan juga terhadap sejumlah literatur yang terkait yaitu (1) Pengelolaan Perubahan (Change Management); (2) Pelayanan Pelanggan (Customer Service); dan (3) Pengelolaan Pengetahuan (Knowledge Management), direkomendasikan untuk :1. Memantapkan pemahaman Change Management dan peran Change Agents2. Menyelesaikan masalah-masalah operasional dalam implementasi Perubahan3. Penerapan Knowledge Management Customer Service (KM CS)4. Rencana penggabungan department Customer Service dan XCC.Dengan menerapkan rekomendasi tersebut di atas, program peningkatan kualitas pelayanan pelanggan di XDS PT X diharapkan dapat menunjang strategi PT X yang mementingkan kualitas produk dan layanan pelanggan."

"Good government in health financing is very important in line with the government policy to assist the poor people in accessing the affordable health care services. The importance of governance in health financing lies in the fact that Indonesian government provides health services scheme for about 74 millions poor people. Local governments of Bandung city as well as Makassar city are among the local government that provide local health security (Jamkesda) to cover those who are not included in the national community health security (Jamkesmas). This paper is written based on a study on "poverty and access to health care services" conducted in Bandung and Makassar in 2009 and 2010 respectively. The study found that both cities have implemented a policy related to health insurance for the poor people. The program was part of the mayor's campaign at the time of election for the mayor. The program helps many local people to get access to health care services. Unfortunately, there are still many poor people especially the migrants who do not possess the local identity card excluded to the program. Lack of insurance coverage, high cost, have resulted in use of unsupervised self-treatment or substandard care. their health seeking behaviour had led to suboptimal health consequences including delayed treatment of illnesses. Considering that financial capacity of the government is limited and the need of optimal implementation of health care service scheme, it is therefore important to pay attention on the aspect of good governance in delivering the health -care service related matters."