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"Kemajuan di bidang teknologi informasi dewasa ini secara tidak langsung membawa dampak yang positif terhadap penyelenggaraan pemerintah dengan lahirnya konsep E-Government. E-Government merupakan sebuah layanan dan jaringan komunikasi berbasis internet yang digunakan pemerintah untuk melayani warganya. Prinsip e-Government ini adalah menciptakan sebuah pemerintahan yang efisien, efektif dan transparan dengan bantuan teknologi informasi canggih.Permasalahannya adalah apakah pemanfaatan e-Government ini sudah sejalan dengan kebutuhan masyarakat atau dunia usaha. Penelitian ini bertujuan untuk mengungkapkan bagaimanakah persepsi dunia usaha terhadap fasilitas e-Government yang diimplementasikan Pemda DKI Jakarta saat ini? Dan sejauhmana tingkat pelayanan e-Government yang dibutuhkan oleh dunia usaha?Penelitian ini menggunakan teori yang dikembangkan oleh para ahli yaitu teori/konsep e-Government dimana e-Government ini diklasifikasikan menjadi tiga kelas, yaitu publikasi, interaksi dan transaksi. Penelitian ini juga didukung oleh teori pelayanan publik dan good governance.Metode yang dipakai dalam penelitian ini adalah metode survey yang dilakukan terhadap dunia usaha, dalam hal ini adalah perusahaan-perusahaan yang beroperasi di DKI Jakarta yaitu sebanyak 68 responden/perusahaan.Hasil penelitian menunjukkan bahwa keberadaan e-Government Pemda DKI Jakarta saat ini masih berjenis publikasi (publish), karena jika dilihat dari karakteristiknya, website Pemda DKI Jakarta tersebut hanya memberikan informasi yang sifatnya masih satu arah.Memang harus diakui bahwa sejak dikembangkan dari tahun 1995 sampai sekarang telah terjadi perkembangan yang memadai tetapi terbatas pada penyediaan informasi saja, tetapi belum terjadi peningkatan pada jenis pelayanannya, yaitu interaksi maupun transaksi. Walaupun demikian dari hasil penelitian dapat disimpulkan bahwa ditinjau dari dimensi publikasi, situs Pemda DKI pada umumnya sudah sesuai dengan kebutuhan mayoritas para responden, karena jenis informasi-informasi yang mereka perlukan sudah tersedia dan isinya cukup lengkap.Sama halnya dengan fitur-fitur publikasi, mayoritas responden juga menilai fitur-fitur interaktif perlu direalisasikan di dalam website Pemda DKI, terutama fasilitas e-mail yang akan membantu para pengakses (kalangan dunia usaha) dapat berkomunikasi secara interaktif dengan pemerintah daerah. Responden yang sudah memiliki akses internet lebih besax proporsinya yang menilai fitur tersebut mendesak untuk segera diimplementasikan di dalam situs tersebut.Hasil survei juga menunjukkan temuan yang menarik. Mayoritas responden menilai aplikasi transaksi online perlu ditampilkan dalam situs e-Gov DKI, yaitu pengurusan izin dunia usaha, pembayaran pajak dan transaksi tender. Meskipun demikian, ternyata mayoritas responden menilai dua dari tiga aplikasi tersebut belum menjadi kebutuhan yang mendesak bagi aktifitas mereka di dunia usaha, yaitu pembayaran pajak dan transaksi tender secara online. Sebaliknya, mayoritas responden menilai pengurusan perizinan dunia usaha secara online perlu segera diaplikasikan.Jika melihat tingkat kebutuhan dari kalangan dunia usaha yang masih terjadi "gap" antara kebutuhan dan ketersediaan pelayanan yang ada sekarang ini, dengan kondisi dan kendala yang ada, bisa dipastikan "gap" tersebut akan membutuhkan waktu yang cukup lama untuk segera dipenuhi, jika Pemda DKI Jakarta tidak segera membenahi diri yaitu dengan melengkapi instrumen-instrumen yang mendukung bagi pengembangan e-Government di Pemda DKI Jakarta.Karena itu Pemda DKI Jakarta masih perlu terus berusaha mengembangkan e-Governmentnya agar sesuai dengan kebutuhan dunia usaha, yaitu dengan membuat perencanaan (blue print) yang jelas sehingga tergambar dengan jelas visi dan misi kedepannya. Dengan demikian dikatakan pelayanan yang akan diberikan nantinya dapat menjadi lebih transparan, efektif, efisien dan lebih cepat."

"Recently Service Quality condition in Public sector is undelight in reality, many factor that caused coustrans of service profile in public sector are under estimated from service expectation.

Immigration Office as a Government Institution, which serve the public, is a form of government Employee functions as public servant, for this task therefore public has to be well-served, so there is positive image in public society.

Therefore, the author conducts the research on service that is delivered by Batam Immigration Office based on The Decree of Ministry of Justice Republic of Indonesia, Number M.02.PW.09.021992, on using Smart Card as Investigation Process of Immigration in Batam Check Point area. Smart Card service is a fast service which is given by Batam Immigration Office, as a toolkit to acceralate for solution investigation process of Immigration in many Immigration Check Points in integrated area of Riau Province, but it is not as substitution of Nationality Passport or Travel Document.

The research is aimed to identify service quality of Smart Card in Batam Immigration Office, by using the concept of Service Quality from Zeithaml, Parasuraman and Berry, and to analysis the level of perception and expectation of customer at Batam Immigration Office. Beside that it also want to identify expectation difference level of customer on Service Quality dimension and also, how to position each of service dimension in Cartesian Diagram.

This research used descriptive analytical method. The research involved population of 131 respondents, which consist of three Nationality in SIJORI (Singapore, Johor and Riau). The data resource of this research is Ordinal data using Likert scale. Data collecting method used questionnaire, and the data is analyzed by using SPSS (Statistical Programme for Social Science) 11,0 version.

The result of this research has shown that 76,37% of customers think that the service officer of Smart Card in Batam Immigration Office is good, and the rest of 23,63% still think that it's less than good. Where as statistical result using Chi Square test show that there is no different judgment of customer among five Service Quality dimensions is still the need to improve human resource so that they can meet customers need.

The result of this research academically is useful to all kinds of parties, while Immigration Office can be as the reference material in conducting the next research, but in a wider scope, as well as advanced policy on expansion of Smart Card. This research practically is expected to be a consideration for Batam Immigration Office in arranging strategy of decision-making on improvement Service Quality and its performance by paying attention at service quality dimensions and aspects, which are considered important to be improved."

"Tesis ini membahas Kualitas Pelayanan Publik di Unit Pelayanan Terpadu Satu Atap Kota Administrasi Jakarta Utara. Penelitian ini adalah penelitian kualitatif dengan menggunakan Metode SERVQUAL untuk mengukur kualitas pelayanan dari sektor penyedia layanan dan penerima layanan. Hasil penelitian menyimpulkan bahwa pelayanan perizinan di Unit Pelayanan Terpadu belum optimal dan menyarankan perlu dilakukan perbaikan terhadap faktor kepastian waktu penyelesaian perizinan, ketepatan buka/tutup loket dan kecepatan petugas pelayanan menghadapi permintaan pelanggan. Dengan melakukan peningkatan terhadap sumber daya manusia dan peralatan pendukung serta melakukan kajian dan evaluasi terhadap prosedur pelayanan saat ini untuk menciptakan Pelayanan perizinan yang lebih cepat, mudah dan murah.

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This thesis discribed about Public Service Quality at One Gate Integrated Service Unit in North Jakarta Distric Administration. The research?s type is qualitative research with SERVQUAL method for measuring quality of service providers and customers. The result of this research is One Gate Integrated Service has not been optimum yet and there are some recommendations given such as: service time frame, counter working hour, and customer service responsiveness. By developing human resource management, supporting instruments, and doing evaluation research based on existing basic procedure in order to create faster, easier, and cheaper of public services."

"Penelitian ini merupakan kajian terhadap kriteria atau variabel penentu Mitra Utama yang telah ditetapkan oleh Tim Percepatan Reformasi Kebijakan Bidang Pelayanan Bea Cukai , Direktorat Jenderal Bea dan Cukai. Tujuan utama penelitian adalah untuk mengetahui kriteria atau variabel manakah yang sebenarnya secara signifikan berpengaruh terhadap peluang suatu perusahaan menjadi Mitra Utama. Ruang lingkup penelitian adalah data yang diperoleh dari hasil akreditasi Tim Percepatan Reformasi Kebijakan Bidang Pelayanan Bea Cukai sejak 1 Januari 2006 s.d 31 Desember 2006.Hasil analisis menunjukkan bahwa besarnya peluang menjadi Mitra Utama sangat ditentukan oleh variabel nilai regristrasi , variabel jumlah Nilai Pabean , variabel jumlah pemasok , variabel rasio jumlah PIB dengan pemasok, variabel jumlah jenis barang dibandingkan dengan jumlah barang, variabel rasio rata-rata nilai pungutan impor dibandingkan dengan aktiva lancar perusahaan, variabel Laporan Keuangan yang telah diperiksa Kantor Akuntan Publik ( KAP) dengan opini wajar tanpa pengecualian , serta rasio kekurangan bayar pungutan impor dengan total pungutan impor . Dimana variabel nilai regristrasi , variabel jumlah Nilai Pabean , variabel jumlah pemasok, variabel rasio jumlah PIB dengan pemasok, variabel Laporan Keuangan yang telah diperiksa Kantor Akuntan Publik ( KAP) dengan opini wajar tanpa pengecualian, berpengaruh positif terhadap peluang perusahaan menjadi Mitra Utama, sedangkan variabel rasio dari klasifikasi barang barang dibandingkan dengan jumlah jenis barang, variabel rasio rata-rata total pungutan impor dibandingkan aktiva lancar, serta variabel rasio kekurangbayaran pungutan impor dibandingkan dengan total pungutan impor berpengaruh negatif terhadap peluang suatu perusahaan menjadi Mitra Utama.Dari hasil penelitian ini , juga memperlihatkan bahwa variabel jumlah dokumen PIB, variabel rasio rata-rata nilai pabean dibandingkan dengan modal perusahaan, serta variabel rata-rata nilai pabean dibandingkan aktiva perusahaan tidak secara signifikan memrpengaruh terhadap peluang suatu perusahaan menjadi Mitra Utama.

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This research is about reviewing toward the criteria or the determination variable of Mitra Utama with has been stipulated by The team for accelerating of reformation in customs and excise policy service , Directorate General Customs and Excise . The Major purpose of this research is to prove which real criteria or variables that effect significantly toward the probability of a client/ a company to became Mitra Utama.The research coverage is getting data from accreditation process by The team for accelerating of reformation in customs and excise policy service since 01 January 2006 until 31 December 2006.The result of analysis showing that the probability become Mitra Utama is more determined by regristation value variable, amount of customs value variable, quantity of supplier variable, the ratio of customs declaration quantity to supplier variable, ratio of classification quantity of goods to the quantity of goods variable, the average ratio of total import duty to company?s current asset variable , financial report that has been examined by registered public accountant variable with unqualified opinion, and ratio of under payment of import duty to total impor duty, where as also showing that regristration value variable, amount of customs value variable, quantity of supplier variable , the ratio of customs declaration quantity to supplier variable, and financial report that has been examined by registered public accountant variable with unqualified opinion, have positively influence toward the probability become Mitra Utama, as while the ratio of classification quantity of goods to quantity of goods variable , the ratio of average total import duty to company?s current asset variable, and ratio of under payment of impot duty to total impor duty have negatively influence toward the probability become Mitra Utama.From this research , also showing that the quantity of customs declarations ( PIB) variable, ratio of customs value average to company?s modal variable and the ratio of customs value average to company?s asset variable , do not have significantly influence the possibility of a company become Mitra Utama."

"Penelitian ini dimaksudkan untuk menjawab sejauh mana pelanggan internal, yakni staf BPHN merasa puas dengan pelayanan situs ini. Penelitian dilakukan dengan metode survei yang melibatkan 48 responden, dengan mendapatkan persepsi mereka terkait tujuh dimensi eservice sebagaimana diutarakan Parasuman.Guna memperdalam temuan, penelitian ini juga diperluas dengan melihat persepsi para pengelola sendiri terkait proses kerja di lingkungan PDE dengan menggunakan kerangka Malcolm Baldrige. Metode Penelitian menggunakan tehnik analisis deskriptif, dan pengambilan sampel secara random. Dari penelitian ini dihasilkan suatu wacana

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Agency for National Legal Development (BPHN) is an agency under the Justice and Human Rights Ministry which one of its main duties is to inform public on the law and other government's regulations using some channels or medium, among them is through a website named www.bphn.go.id, which is managed by Pengelola Data Elektronik (PDE) unit. Beside used by the public, the information provided in the website is also used by the internal staff of BPHN to support their jobs. As a service, the management of the website should consider the satisfaction of its customers.This research aims is to find out the customer?s perception of internal staff of BPHN toward the service along with seven dimension of electronic service quality (E-Servqual) as proposed by Parasuman, et al. Respondent, which total are 48, is asked to rate any items related to the seven E-Servqual dimension using a five-point Likert scale ranging from (1) strongly disagree to (5) strongly agree.The result of the research finds that customer is satisfied with the service. When the result is converted to four quality category of public service as stated in the State Minister for Administrative Reforms Minister?s Instruction number 25/2004 (complete name please provided), in general the quality of the service is good."

"Research on villages have been done by esperts from diverse discipline. Those kinds of research have also been carried out in different places in Indonesia. In Bali Many similar researches have been conducted by both local and international experts.However, the previous studies conducted are merely focused on analyzing some aspects of the village such as the governmental administration, politcs, economy, social culture and resources. Bali has two types of villages, that give services to the public; they are State Administrative Village (desa Dinas) and Traditional Village (Desa pakraman). The Previous experts have not yet done research on the public services in both types of villages.This present research is focused on analyzing public services by the State Administrative Village an The Tradisional Village in Wongaya Gerde Village, Tabanan Regency. The Method used in this research in a qualitative method. The objectives of this research are to describle public services provides by both types of villages; to analyze whether the public services geve by those villages can be synergized and how that can be done. The theories used for the analyzis are (1) the theory of administration development and the empowerment of the society; (2) the theory of decentralitation and local government; (3) and the theory of public services.The State Administrative Village and the Tradisional Village, have different historical backgrounds in terms of their formation. These villages have their respective function and duties. The Traditional village is formed by the community for the community itself so it has a true autonomy. The main duties and functions of the Traditional Village are to give services to the society especially in the field of the social aspect, local custom, culture and religion. The State Administrative Village was first formed by the Colonial Government for its own bemefits. At the beginning. The State Administrative Village only gives services in the field of governmental administration and other governmental duties. Since the time decentralitation was introduced in Indonesia. In giving public services both villages undergo difficulties, since the independence era, government used the State Administative Village as the centre of government in running the government Administration.From the era of old 0rder (Orde Lama) to the New Order (Orde Baru) the Traditional Village was marginalized. This is due to the introduction of the unifying concept of villages which was centrally regulated by the government. During the reformation era, the regulation No. 32 Year 2003 was implemented and the existence of the Traditional Village was acknowledged for its role in giving public services in order to improve the welfare of the community.The Study shows that the Traditional Village has more privilege position, in the society because the society pays more respect to the Traditional Village in terms of the public services given to the society. Because in carrying out in activities, the Traditional Village is guided by the traditional law (Awig-awig). The members of the society obey this traditional law because they feel that the social punishment is much severer then the punishment of paying fine.It is found that the are nine services provides by the State Administrative and Traditional Village, they are; (1) in the field of religion, (2) in the field of development, (3) in the field of environment, (4) in the field security, (5) In the field of economy, () in the filed of society welfare, (7) in the field of conflicts of custom, and (8) in the field of government.Those services can be jointly provided by both types of village. The fields that can be synergized in providing services to the society are in the field of religion, development, government. Security, and economy. This can be done through coordination and consultation in implementing those service programs. In this case regulation are needed to control the coordination and consultation between both types of villages so that both of the villages can live in harmony and they can avoid conflicts of interest."

"The particular goal of this research is know explicitly the empirical description on " The Influence of Government Culture and Government Organization to Performance of Local Government in service to society" location of this research was done in Province of DKI Jakarta with basic consideration as a region which is full of problem espicially on government issues to be researched. Main problem of the research was how is the influence of government culture and government organization of local government in service implementation to society done by The Service Sectors of DKI Jakarta Prpvince in giving service to community as a policy option of local government responsibility to overcome various social problem espicially unemployment proverty, defile settlement, disorder, traffic jam and population density which are raising ore in province of DKI Jakarta . This research used theories of government culture, government organization, local government performance and community service. Based on those theories it was designed by using quantitative methods with survey research based on research object. The result of the research was tasted by using Pah Analysis Formula developed by Swall Wright with data nalysis strategy using Linear Structure relations (LISREL). The result showed that empirically, government culture and government organization were partially or collectively in influenced the performance of local government, is the performance of Dinas in service implementation to society because government culture is still oriented to power culture , not service culture oriented. Moreover, it's influenced by very hierarchical government organization design with procedural job pattern had caused slow responsive and responsibility of government in overcoming the problems appear in community. Slow responsibility of local government performance to various issues appears in society caused the degree of trust and participation of society are getting lower to local government."