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"Tesis ini membahas kualitas pelayanan pengaduan masyarakat yang diselenggarakan oleh Pusat Pelayanan Informasi dan Pengaduan (PINDU) Kabupaten Pinrang. Meski telah berupaya mewujukan pelayanan pengaduan berkualitas baik, jumlah pengaduan yang masuk ke PINDU cenderung menurun setiap tahunnya. Penelitian ini bertujuan menganalisis kualitas pelayanan pengaduan PINDU Pemkab. Pinrang diukur dengan pendekatan hierarchical model of perceived service quality. Penelitian ini menggunakan paradigma positivist. Pengumpulan data dilakukan secara kuantitatif melalui survei dalam bentuk penyebaran kuisoner. Responden penelitian adalah masyarakat Pinrang yang pernah merasakan pelayanan pengaduan PINDU pada tahun 2018–2019 sebanyak 103 responden. Pengolahan data menggunakan software Microsoft Excel 2010, Statistical Package for the Social Sciences (SPSS) 22 dan aplikasi MSI Stat97.XLA. Analisa data dilakukan secara deskriptif. Hasil penelitian menunjukkan bahwa kualitas pelayanan pengaduan PINDU berada pada kategori cukup baik dengan capaian nilai sebesar 3.3556. Oleh karenanya, Pemkab Pinrang perlu meningkatkan kualitas pelayanan PINDU. Upaya ini dapat dimulai secara berurut dari dimensi dengan nilai persepsi terendah hingga dimensi dengan nilai persepsi tertinggi yaitu kualitas hasil, kualitas lingkungan fisik dan kualitas interaksi.

Kata Kunci:

Penanganan Pengaduan, Kualitas Pelayanan, Kualitas Interaksi, Kualitas Lingkungan Fisik, Kualitas Hasil.

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This thesis discusses the quality of public complaint services organized by the Center for Information and Complaints Service (PINDU) of Pinrang Regency. Although PINDU has made efforts to deliver good quality complaint services, the number of complaints tends to decrease every year. This study aims to analyze the quality of complaint services at the PINDU of the Pinrang Regency Government measured by the hierarchical model of perceived service quality approach. This study uses a positivist paradigm. The data was collected quantitatively using a survey method through questionnaires. Research respondents were the Pinrang community that had experienced PINDU complaint services between 2018–2019, with total respondents of 103. Data processing used Microsoft Excel 2010, Statistical Package for the Social Sciences (SPSS) 22, and the MSI Stat97.XLA application. Data analysis was done descriptively. The result shows that the complaints service quality of PINDU is in a good enough category with a score of 3.3556. Therefore, Pinrang Regency Government needs to improve the quality of PINDU services. This effort can be started sequentially from the dimension with the lowest perceived value to the dimension with the highest perceived value, namely the quality of the results, the quality of the physical environment, and the interaction quality.

Key Words:

Complaint Handling, Service Quality, Interaction Quality, Physical Environment Quality, Outcome Quality."

"Pusintek sebagai penyedia jasa layanan Teknologi Informasi dan Komunikasi TIK Kementerian Keuangan telah menyediakan 20 dua puluh jenis layanan TIK. Pusintek menerapkan kerangka kerja Information Technology Infrastructure Library ITIL sebagai salah satu praktik terbaik pengelolaan layanan teknologi informasi guna meningkatkan efektivitas dan efisiensi pelayanan TIK kepada pengguna. Dalam mendukung pelaksanaan pengelolaan layanan TIK, Pusintek telah memiliki aplikasi Sistem Pengelolaan Layanan Teknologi Informasi dan Komunikasi Sipelantik yang digunakan untuk melakukan pencatatan permintaan layanan dan laporan gangguan TIK di lingkungan Kementerian Keuangan. Pengguna TIK Kemenkeu harus menghubungi Service Desk Pusintek melalui telepon, surat elektronik, maupun datang langsung untuk meminta layanan, melaporkan gangguan TIK di lingkungan Kementerian Keuangan, maupun saat ingin mengetahui tindak lanjut dari tiket permintaan dan gangguan yang telah dilaporkan. Tujuan dari penelitian ini adalah membuat rancangan kebutuhan fungsional sistem informasi pengelolaan layanan TIK berbasis self-service yang sesuai dengan kebutuhan pengguna mengikuti alur kerja proses pada Rational Unified Process RUP. Hasil penelitian ini berupa dokumen kebutuhan fungsional sistem informasi pengelolaan layanan TIK berbasis self-service, yaitu melibatkan pengguna dalam proses melaporkan gangguan, melakukan permintaan layanan, melakukan pengecekan status tiket, mencari informasi terkait TIK, dan beberapa fitur perbaikan Sipelantik.

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Pusintek as a provider of Information and Communication Technology ICT Ministry of Finance has provided twenty types of ICT services. Pusintek implement the framework of the Information Technology Infrastructure Library ITIL as one of the best practices of information technology service management in order to improve the effectiveness and efficiency of ICT services to users.

In supporting the implementation of the management of ICT services, has had an application Pusintek Management System Service Information and Communication Technology Sipelantik used to record service requests and bug reports ICT in the Ministry of Finance. MoF ICT users should contact the Service Desk Pusintek by telephone, electronic mail, or come directly to request services, report the disruption of ICT in the Ministry of Finance, as well as when they want to know the follow up of ticket requests and incidents have been reported.

The purpose of this study is to design functional needs ICT service management information system based self service according to user needs to follow the workflow process on the Rational Unified Process RUP.

The results of this study are the functional requirements document ICT service management information system based self service, which involves the user in the process of reporting interference, perform service requests, check the status of a ticket, searching for information related to ICT, and some improved features Sipelantik."

"Pusat Sistem Informasi dan Teknologi Keuangan Pusintek ditunjuk sebagai unit TIK Pusat di lingkungan Kemenkeu yang fungsi utamanya memberikan layanan TIK di seluruh lingkungan Kemenkeu. Untuk mengukur kualitas layanan publik yang diberikan Kemenkeu dalam memenuhi harapan pengguna layanan, Kemenkeu melakukan Survey Kepuasan Pengguna SKP .Pusintek mempunyai berbagai jenis layanan dibidang TIK. Agar layanan tersebut dikenali secara tepat dan diminta sesuai kebutuhan, maka dibuat Daftar Layanan TIK. Salah satu layanan yang termasuk dalam penilaian SKP Kemenkeu tahun 2015 adalah layanan cloud server, yaitu layanan yang menyediakan infrastruktur server dengan menggunakan teknologi virtualisasi. Berdasarkan SKP tahun 2015, layanan cloud server belum memenuhi target. Penelitian ini bertujuan untuk menyusun rancangan spesifikasi layanan cloud pada daftar layanan TIK Pusintek, agar dapat memenuhi ekspektasi kebutuhan user.Dalam menyusun rancangan spesifikasi layanan cloud server untuk daftar layanan TIK Pusintek Kemenkeu, penulis menggunakan teori pattern-based infrastructure oleh Robertson dan Sribar dan memulai dengan menyusun data profil aplikasi yang digunakan di lingkungan Kemenkeu. Kemudian dengan menggunakan metode statistik deskriptif menggunakan tabel distribusi frekuensi, didapatkan hasil klasifikasi kapasitas server berupa pengelompokan spesifikasi tinggi, sedang, dan rendah. Selain itu dilakukan pemetaan aplikasi terhadap pengelompokan spesifikasi tersebut berdasarkan tingkat kritikalitas yang didapat dari analisis dampak bisnis.

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Center of Information Systems and Technology Finance Pusintek Pusat Sistem Informasi dan Teknologi Keuangan was appointed as ICT central unit within the Ministry of Finance whose primary function provides ICT services in all spheres of MOF. To measure the quality of public services provided by MoF to meet the expectations of users, the Ministry of Finance conduct User Satisfaction Survey SKP Survey Kepuasan Pengguna .Pusintek has various types of services in the field of ICT. To make that services appropriately identified and requested as needed, they have a Service Catalog. One of the services included in the assessment of the Ministry of Finance SKP 2015 is a cloud services, which provide infrastructure server using virtualization technologies. Based on SKP 2015 report, cloud services user satisfactions do not meet the target.

This study aims to draft specifications cloud services on the Pusintek IT service catalog, in order to meet the expectations of user needs.In preparing the draft service specification cloud server to the list of ICT services In preparing the draft of cloud service specification to the Pusintek IT service catalog, the author uses the theory of pattern based infrastructure by Robertson and Sribar, and begin to compile profile data applications used in the Ministry of Finance. By using descriptive statistical methods using the frequency distribution table, the capacity classification server grouping specifications of high, medium, and low. Besides the mapping of applications to the grouping is based on the specifications of the criticality levels obtained from the business impact analysis."

"This book highlights the most important research areas in Information and Telecommunication Technologies as well as Radio Electronics. The respective chapters share in-depth and extended results in these areas with a view to resolving practically relevant and challenging issues including: management services and quality control, improved estimates for reliability indicators, the cryptographic technology Blockchain, research and forecasting of technological characteristics, satellite communications, multiservice transmission systems and effective technological solutions. These results can be used in the implementation of novel systems and to promote the exchange of information in e-societies."

"This book contains 74 papers presented at ICTCS 2017: Third International Conference on Information and Communication Technology for Competitive Strategies. The conference was held during 16–17 December 2017, Udaipur, India and organized by Association of Computing Machinery, Udaipur Professional Chapter in association with The Institution of Engineers (India), Udaipur Local Center and Global Knowledge Research Foundation. This book contains papers mainly focused on ICT for Computation, Algorithms and Data Analytics and IT Security etc."

"ABSTRAKSkripsi ini membahas mengenai efektifitas dari e-government di Arsip Nasional RI (ANRI) dalam bentuk Jaringan Informasi Kearsipan Nasional (JIKN). JIKN, sebagai salah satu bentuk pengembangan e-government dapat memberikan percepatan akses pelayanan kearsipan kepada pengguna melalui satu jaringan berskala nasional. Penelitian ini merupakan penelitian survei dengan pendekatan kuantitatif dalam desain deskriptif. Hasil dari penelitian ini menunjukkan skor rata-rata 2,96 ? 3,56 yang menyatakan bahwa penilaian JIKN cukup efektifdengan kecenderungan efektif.

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ABSTRACTThe focus of this study is about the effectivity of e-government in The National Archives Republic of Indonesia (ANRI), in the form of Indonesian Archival Information Network (JIKN). JIKN, as a form of e-government development can provide access acceleration archival services to the users through one nationwide network. This study is a survey research with quantitative approach in the descriptive design. The results of this study showed an average score of 2.96 to 3.56 which states that the assessment of JIKN quite effectively with the trend effectively."

"Dari berbagai bidang industri, maka perusahaan di industri TIK dengan high technology-nya memiliki Earnings Before Interest, Tax, Depreciation and Amortization EBITDA multiple dan Price to earning ratio PER relatif lebih tinggi daripada perusahaan-perusahaan di bidang industri sektor riil, jika dibandingkan dengan kinerja keuangan historikal. Nilai perusahaan seringkali dipersepsikan terlalu tinggi dan tidak rasional, jika diperbandingkan dengan aspek keuangan historikal saja. Dalam bisnis TIK, nilai perusahaan bisa menghasilkan Enterprise Value EV yang tinggi, bahkan untuk perusahaan yang dalam tahap pengembangan ataupun masih merugi. Aspek Non keuangan seperti jumlah pelanggan, jumlah transaksi, pemanfaatan teknologi serta faktor sinergi memberikan peluang bagi Perusahaan untuk dapat menciptakan new revenue driver sehingga Perusahaan dapat beroperasi dan tumbuh pendapatannya secara berkelanjutan. Studi kasus pada Perusahaan ini, untuk memperoleh gambaran bagaimana aspek non keuangan Perusahaan memberikan kontribusi kepada nilai Perusahaan dibandingkan jika hanya menggunakan faktor keuangan.

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From the various types of types of industry, the companies in the ICT business having Earnings Before Interest, Tax, Depreciation and Amortization EBITDA , multiple and price to earnings ratio PER is relatively higher than the companies in other sector, compared to the historical financial performance of each company. Value companies are often perceived as too high and irrational, if judging by the historical financial aspects only. In the ICT business, the company 39 s value could generate Enterprise Value EV is high, even for companies in the development stage or burden with financial losses. Non financial aspects such as the number of subscriber, number of transactions, high technology uses as well as the synergy factor, provides an opportunity for the Company to be able to create new revenue driver, so that the Company can operate and grow revenue in a sustainable and recurring. The case studies in the company, to obtain a view that non financial aspects of the company can give a contribution to the Company Value than if just using historical financial factors."

"Perkembangan Information and Communication Technology (ICT) memberikan dampak yang luas tak terkecuali terhadap perdagangan internasional. Dengan adanya ICT diharapkan dapat mengurangi biaya perdagangan. Studi ini bertujuan untuk melihat dampak ICT terhadap perdagangan bilateral Indonesia. Dalam studi ini juga melihat dampak ICT di 3 kelompok barang yang berbeda yaitu barang modal, barang setengah jadi dan barang konsumsi. Selain itu, studi ini mencoba untuk menganalisis keunggulan komparatif Indonesia di 3 kelompok barang dan mengurai pertumbuhan ekspor Indonesia ke dalam efek harga dan efek kuantitas. Untuk analisis empiris, studi ini menggunakan model gravitasi (Tinbergen, 1962) sebagai model acuan dengan data panel dari perdagangan bilateral Indonesia dan 36 negara pada tahun 2000 sampai 2017. Hasil yang didapatkan adalah proxy-proxy ICT (mobile-cellular subscription, fixed-broadband subscriptions, dan jumlah pengguna internet) yang digunakan mempunyai dampak yang positif dan signifikan serta konsisten mempengaruhi perdagangan bilateral Indonesia secara total maupun ketika dibagi menjadi 3 kelompok barang. Sebagai tambahan, Indonesia memiliki keunggulan komparatif di barang konsumsi dan barang setengah jadi berdasarkan metode revealed comparative advantage, serta ekspor Indonesia masih di dominasi oleh efek harga dibandingkan efek kuantitas.

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The development of Information and Communication Technology (ICT) has a very broad impact, including to international trade. With the existence of ICT, it is expected to reduce trade costs. This study aims to look at the impact of ICT on Indonesias bilateral trade. In this study also try to see the impact of ICT in 3 different groups of goods, namely capital goods, intermediate goods and consumer goods. In addition, this study attempts to analyze Indonesias comparative advantage in 3 groups of goods and breaks down the growth of Indonesian exports into the price effect and quantity effect. For empirical analysis, this study uses a gravity model (Tinbergen, 1962) as a reference model with panel data from bilateral trade between Indonesia and 36 countries in 2000 to 2017. The results obtained are ICT proxies (mobile-cellular subscriptions, fixed-broadband subscriptions, and number of internet usage) have a positive and significant impact and consistently affecting Indonesias bilateral trade in total and when divided into 3 groups of goods. In addition, Indonesia has a comparative advantage in consumer goods and intermediate goods based on revealed comparative advantage method, and Indonesian exports are still dominated by price effects compared to the quantity effect. "

"Data Perserikatan Bangsa Bangsa PBB pada tahun 2014 menunjukan bahwa populasi penduduk yang tinggal di perkotaan saat ini telah mencapai lebih dari setengah penduduk dunia. Penggunaan Teknologi Informasi dan Komunikasi TIK untuk meningkatkan kualitas hidup dan kontribusi warga dalam pembangunan kota merupakan konsep dari Smart City. Pemerintah Provinsi Pemprov DKI Jakarta meluncurkan sistem layanan elektronik rdquo;Smart City rdquo; untuk mengetahui, memantau, sekaligus menindaklanjuti segala keluhan masyarakat memalui aplikasi mobile Qlue. Namun, dalam perkembangannya program tersebut menemui beberapa kendala, yaitu kurangnya partisipasi Rukun Tetangga dan Rukun Warga dalam program tersebut. Hal tersebut dibuktikan dengan berkurangnya jumlah pengguna aktif bagi pengguna RT dan RW yang diikuti dengan turunnya jumlah pengaduan. Selain itu, kurangnya partisipasi Rukun Tetangga dan Rukun Warga juga menyebabkan sulitnya untuk mengukur kinerja mereka. Penelitian ini dilakukan untuk mengidentifikasi faktor-faktor yang memengaruhi niat penggunaan berkelanjutan pada aplikasi mobile Qlue oleh pengguna RT dan RW di Jakarta. Data penelitian ini didapatkan secara online dan offline dan dianalisis dengan menggunakan pendekatan PLS-SEM. Penelitian ini menyimpulkan bahwa faktor perspektif teknologi dan pengalaman pengguna memberikan pengaruh positif yang signifikan terhadap niat menggunakan kembali.

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The United Nations UN data of 2014 shows that the current urban population has reached more than half the world 39 s population. The use of Information and Communication Technology ICT to improve the quality of life and the contribution of citizens in urban development is a concept of Smart City. Jakarta Provincial Government Pemprov launches Smart City electronic service system to know, monitor, and follow up all complaints of people through Qlue mobile application. However, in its development the program encountered several obstacles, namely the lack of participation of Neighborhood Association and Citizen Association in the program. This is evidenced by the decrease in the number of active users for RT and RW users followed by the decline in the number of complaints. In addition, the lack of participation of Neighborhood Association and Citizen Association also makes it difficult to measure their performance.

This study was conducted to identify factors affecting the sustainable use intentions of Qlue mobile applications by Neighborhood Association and Citizen Association users in Jakarta. This research data is obtained online and offline and analyzed by using PLS SEM approach. This study concludes that technological perspective factors and user experience have a significant positive effect on reuse intentions."

"Salah satu cara mengukur kualitas layanan teknologi informasi adalah denganditerapkannya perjanjian tingkat layanan. Lamanya waktu penanganan terhadapinsiden dan problem terhadap SLA Service Level Agreement yang telah disepakatiserta masih terjadinya insiden setelah adanya perubahan yang terencana dapatmenurunkan kualitas manajemen layanan teknologi informasi TI sehinggamenurunkan tingkat kepuasan pelanggan terhadap organisasi.PT XYZ merupakan sebuah perusahaan penyedia jasa layanan teknologi informasidi bidang infrastruktur TI. Tujuan dilakukannya penelitian ini adalah untukmengevaluasi serta mengukur tingkat kapabi litas proses-proses manajemenlayanan TI pada PT XYZ serta memberikan rekomendasi bentuk perbaikan prosesberdasarkan COBIT 5.Metodologi yang digunakan di dalam penelitian ini adalah dimulai denganmengidentifikasi permasalahan di organisasi, kemudian menentukan proses domaindi ITIL Versi 3 yang terkait dengan permasalahan dan melakukan pemetaanterhadap proses-proses yang serupa di COBIT 5. Hasil pemetaan tersebut kemudiandiukur tingkat kapabilitasnya. Selanjutnya menentukan target tingkat kapabilitasdan dianalisis kesenjangan antara tingkat kapabilitas saat ini dengan target,membuat prioritas terhadap perbaikan proses yang kemudian dilanjutkan denganmenentukan KPI Key Performance Indicator dan rekomendasi aktivitas setiapproses TI.Berdasarkan penilaian tingkat kapabilitas layanan teknologi informasi denganmenggunakan PAM Process Assessment Model COBIT 5, didapatkan hasil bahwatingkat kapabilitas proses-proses TI berada pada level 3 established . Rekomendasiperbaikan proses tersebut telah tersedia melalui panduan dari COBIT 5.

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One way to measure quality of IT services is by applying SLA Service LevelAgreement . The length of time for incident and problem handling with the agreedSLA and incidents post planned change implementation can degrade the quality ofIT service management, thereby it will decreasing the level of customer satisfactionwith the organization.PT XYZ is an IT service provider and focusing on manage IT infrastructureservices. The main goal of this research is to evaluate and measure the level ofcapability of IT service management processes in PT XYZ and to providerecommendations on the form of process improvement based on COBIT 5The methodology used in this research is begin by identifying the problems in theorganization, then determine the process domain in ITIL version 3 which is relatedto the problem, mapping the similar processes in COBIT 5 and then measure itscapability level. Next step is determine target of capability level and then analyseits gap between current capability level with the target, prioritize the processimprovements which then proceed with determining the KPI Key PerformanceIndicator and activity recommendations for each IT process.Based on the assessment of the capability level of IT services by using PAM Process Assessment Model COBIT 5 showed that the capability level of ITservices are at level 3 established . Recommendations for such processimprovmenet are available through guidance from COBIT 5."