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"Skripsi ini membahas tingkat kepuasan masyarakat Kelurahan Sukaresmi terhadap pelayanan keperawatan. Penelitian ini menggunakan desain survei deskriptif korelatif dengan pendekatan cross sectional. Sampel berjumlah 106 responden yang tinggal di Kelurahan Sukaresmi, diambil menggunakan purposive sampling. Instrumen penelitian berupa kuesioner. Hasil penelitian dianalisis menggunakan analisis univariat yang menggunakan uji proporsi; dan analisis bivariat menggunakan uji Chi Square. Hasil penelitian menunjukkan responden tidak puas sebesar 52.1% dan puas sebesar 47.9%. Tidak ada hubungan yang signifikan antara karakteristik responden (usia, jenis kelamin, pendidikan, dan pekerjaan) dengan tingkat kepuasan terhadap pelayanan keperawatan (p: > 0.05). Hasil ini menjadi acuan bagi penyedia pelayanan keperawatan dalam meningkatkan kualitas pelayanan.......This research discusses the level of public satisfaction Kelurahan Sukaresmi with the nursing service. This research used descriptive correlative survey design with cross sectional approach. Sample was 106 respondents who live in Kelurahan Sukaresmi, taken by purposive sampling. The research instrument used questionnaire. Proportion test was used to univariate analysis and Chi-Square test was used to bivariate analysis. The results showed respondents not satisfied by 52.1% and 47.9% of satisfied. There was no significant relationship between the respondent characteristics (age, gender, education, and employment) and the level of public satisfaction with the nursing service (p: > 0.05). This results should be reference for nursing service providers in improving the quality of service."

"Baik buruknya produk layanan masyarakat yang diberikan, lebih banyak bergantung pada sejauh mana tanggapan atau kepuasan penerima pelayanan..."

"[ABSTRAKDalam UUD 1945 menyebutkan bahwa setiap orang berhak memperolehpelayanan kesehatan dan Negara bertanggung jawab atas penyediaan fasiltaskesehatan dan fasilitas umum yang layak. Untuk memenuhi dan mewujudkan hakbagi setiap warga negara dalam mendapatkan pelayanan kesehatan yang layak dankewajiban pemerintah penyediaan fasilitas kesehatan sebagai amanat UUD 1945maka pemerintah pusat menyelenggarakan program jaminan kesehatan nasional(JKN) dan untuk pemerintahan daerah khusus Ibukota (DKI Jakarta)menyelenggarakan jaminan kesehatan daerah yang dikenal dengan nama KartuJakarta Sehat (KJS). RSCM adalah rumah sakit milik pemerintah pusat yang salahsatu visinya adalah menjadi rumah sakit pusat rujukan nasonal terkemuka di AsiaPasifik tahun 2014. RSCM diharapkan dapat melayani masyarakat dari seluruhpenjuru Indonesia dengan sistem rujukan berjenjang dengan optimal sesuaidengan standar pelayanan kesehatan dan peraturan yang berlaku. Penelitian inimembahas mengenai indeks kepuasan masyarakat miskin terhadap pelayanan diRSCM dalam program JKN dan KJS. Program kesehatan JKN dan KJS ini tidaklepas dari permasalahan dalam pelaksanaannya, salah satunya adalah mengenaipelayanan di rumah sakit dalam pelaksanaan program tersebut. Tujuan dalampenelitian ini adalah untuk mengukur nilai indeks kepuasan masyarakat miskin diRSCM dalam pelaksanaan program JKN dan KJS serta untuk mengetahui unsurunsuryang sudah baik dan yang masih membutuhkan peningkatan kualitaspelayanannya. Hasil dari penelitian kuantiatif menilai bahwa indeks kepuasanmasyarakat miskin di RSCM adalah sangat baik, tetapi ada beberapa pelayananyang perlu menjadi perhatian dan atau perbaikan yang didapat dari hasil penelitiankualitatif.

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ABSTRACTIndonesia Constitution (UUD 1945) states that every citizen has the right to obtainmedical care and the Government is responsible for the provision of health andadequate public facilities. In order to satisfy and fulfil the right of every citizen ingetting proper health care as mandated by the Constitution, The centralgovernment has issued the National Health Insurance Program (JKN) whereas theJakarta Provincial Government has issued a Regional-based Health InsuranceProgram known as the Jakarta Health Card (KJS). National General Hospital Dr.Cipto Mangunkusumo (RSCM) is one of the hospitals owned by the centralgovernment and one of its visions is to become regional referral hospitals in AsiaPacific in 2014. RSCM is expected to serve people from all over Indonesiaaccordance with the standard of health services and regulations. This studydiscusses the satisfaction index of the poor with regard to services in RSCMespecially on the implementation of the JKN and KJS. The problem of theimplementation of JKN and KJS are still occurred, one of the problems is thehospital services in the implementation of the programs. The purpose of thisresearch is to measure the value of the satisfaction index of the poor in RSCM onthe implementation of JKN and KJS as well as to determine the factors that aregood and which are still in need of improvement of service quality. The results ofthe quantitative study is conclude that the satisfaction index of the poor in RSCMis ?very good?, yet there are some services that need to be improved derived fromthe results of qualitative research.;Indonesia Constitution (UUD 1945) states that every citizen has the right to obtainmedical care and the Government is responsible for the provision of health andadequate public facilities. In order to satisfy and fulfil the right of every citizen ingetting proper health care as mandated by the Constitution, The centralgovernment has issued the National Health Insurance Program (JKN) whereas theJakarta Provincial Government has issued a Regional-based Health InsuranceProgram known as the Jakarta Health Card (KJS). National General Hospital Dr.Cipto Mangunkusumo (RSCM) is one of the hospitals owned by the centralgovernment and one of its visions is to become regional referral hospitals in AsiaPacific in 2014. RSCM is expected to serve people from all over Indonesiaaccordance with the standard of health services and regulations. This studydiscusses the satisfaction index of the poor with regard to services in RSCMespecially on the implementation of the JKN and KJS. The problem of theimplementation of JKN and KJS are still occurred, one of the problems is thehospital services in the implementation of the programs. The purpose of thisresearch is to measure the value of the satisfaction index of the poor in RSCM onthe implementation of JKN and KJS as well as to determine the factors that aregood and which are still in need of improvement of service quality. The results ofthe quantitative study is conclude that the satisfaction index of the poor in RSCMis ?very good?, yet there are some services that need to be improved derived fromthe results of qualitative research., Indonesia Constitution (UUD 1945) states that every citizen has the right to obtainmedical care and the Government is responsible for the provision of health andadequate public facilities. In order to satisfy and fulfil the right of every citizen ingetting proper health care as mandated by the Constitution, The centralgovernment has issued the National Health Insurance Program (JKN) whereas theJakarta Provincial Government has issued a Regional-based Health InsuranceProgram known as the Jakarta Health Card (KJS). National General Hospital Dr.Cipto Mangunkusumo (RSCM) is one of the hospitals owned by the centralgovernment and one of its visions is to become regional referral hospitals in AsiaPacific in 2014. RSCM is expected to serve people from all over Indonesiaaccordance with the standard of health services and regulations. This studydiscusses the satisfaction index of the poor with regard to services in RSCMespecially on the implementation of the JKN and KJS. The problem of theimplementation of JKN and KJS are still occurred, one of the problems is thehospital services in the implementation of the programs. The purpose of thisresearch is to measure the value of the satisfaction index of the poor in RSCM onthe implementation of JKN and KJS as well as to determine the factors that aregood and which are still in need of improvement of service quality. The results ofthe quantitative study is conclude that the satisfaction index of the poor in RSCMis “very good”, yet there are some services that need to be improved derived fromthe results of qualitative research.]"

"Penelitian ini bertujuan untuk mengukur efektifitas pelayanan prima pada Satpas SIM Polresta Bekasi Kota melalui survey kepuasan masyarakat. Penelitian ini menggunakan pendekatan kuantitatif, berdasarkan data yang dihimpun dari responden. Pengumpulan data primer melalui kuesioner dengan penentuan sample menggunakan ukuran sampel didasarkan pada Keputusan Menteri Pendayagunaan Aparatur Negara Nomor : KEP- 25/M.PAN/2/2004 tanggal 24 Pebruari 2004 tentang Pedoman Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah yang mensyaratkan sampel minimal adalah jumlah unsur + 1 x 10 dengan jumlah 100 sampel. Metode penelitian yang digunakan adalah metode analisis bantuan Program SPSS versi 19. Penelitian menunjukan bahwa secara kumulatif, skor IKM pada kualitas pelayanan yang diberikan oleh Satpas SIM Polresta Bekasi Kota adalah sebesar 68.94 yaitu berada pada interval Baik (B), dengan skor relatif rendah pada unsur penanganan pengaduan dan kompetensi sedangkan skor yang masih di bawah rata-rata meliputi petugas, tarif, serta sikap dan perilaku petugas. Oleh sebab itu disarankan agar di lakukan terobosan yang inovativ guna meningkatkan efektivitas secara keseluruhan unsur yang diperlukan guna memberikan pelayanan yang terbaik untuk masyarakat di wilayah hukum Polresta Bekasi.

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This study aims to measure the effectiveness of excellent service to the city of Bekasi Police SIM Satpas through community satisfaction survey. This study uses a quantitative approach, based on data collected from respondents. The collection of primary data through questionnaires with the determination of sample using a sample size based on the Decree of the Minister of State for Administrative Reform No. KEP-25 / M.PAN / 2/2004 dated February 24, 2004 on Guidelines for Preparation of Public Satisfaction Index Services Unit Government Agencies requiring minimal sample is the number of elements + 1 x 10 with 100 samples. The method used is the method of analysis assistance program SPSS version 19.

Research shows that cumulatively, scores of SMEs on the quality of services provided by the city of Bekasi Police SIM Satpas amounted to 68.94 which are at intervals of Good (B), with relatively low scores on the handling of complaints and competency elements while still score below the average include officers, fare, as well as the attitudes and behavior of officers. Therefore it is suggested that in order to do terebosan which inovativ increase the overall effectiveness of the necessary elements in order to provide the best service to the public in Bekasi City Police jurisdiction."

"Penyediaan pelayanan publik yang berkualitas dianggap sebagai salah satu kunci menuju tata pemerintahan yang baik (good governance). Penyelenggaraan pelayanan publik oleh pemerintah kepada masyarakat dilakukan karena sudah merupakan tugas, tanggungjawab dan fungsi pemerintah sebagai pemberi pelayanan (public servant). Salah satu bentuk pelayanan publik yang harus disediakan oleh pemerintah daerah untuk masyarakat adalah pelayanan dalam bidang kesehatan. Pemerintah harus menyediakan pelayanan kesehatan, mengingat pelayanan kesehatan merupakan salah satu hak dasar yang dimiliki oleh rakyat. Pemerintah dalam pelaksanaannya telah menyediakan puskesmas dan jajarannya (Puskesmas induk, Puskesmas pembantu, dan Polindes) sebagai ujung tombak pemerintah daerah untuk menyediakan pelayanan kesehatan.Penelitian ini memiliki tujuan untuk mengetahui kualitas pelayanan kesehatan di Puskesmas Kota Depok berdasarkan Model Servqual yang merupakan suatu model pengukuran kualitas pelayanan yang dikembangkan oleh Zeithaml, Parasuraman, dan Berry. Model SERVQUAL menyebutkan ada lima dimensi kualitas pelayanan yang sensitif untuk mengukur pengalaman konsumen terhadap kualitas pelayanan yang diterima, yaitu: Tangible (nyata/berwujud), Reliability (keandalan), Responsiveness (daya tanggap), Assurance (jaminan kepastian), Emphaty (perhatian).Penelitian ini merupakan penelitian deskriptif dengan menggunakan pendekatan kuantitatif. Metode pengumpulan data yang digunakan dalam penelitian ini metode survei (kuesioner). Populasi dalam penelitian ini adalah masyarakat pengunjung Puskesmas yang menggunakan pelayanan kesehatan di tiga Puskesmas Depok, yaitu Puskesmas Pancoran Mas, Puskesmas Tugu, dan Puskesmas Kemiri Muka dimana telah melakukan kunjungan puskesmas ke puskesmas tersebut dua kali atau lebih. Sampel diambil berdasarkan tehnik sampling non probabilitas, secara accidental/convenient.Berdasarkan hasil analisa data pada setiap dimensi Service Quality(servqual) didapatkan hasil skor kesenjangan pada semua dimensi yaitu negatif. Oleh karena itu perlu diadakan peningkatan kualitas pada masing-masing dimensi, walaupun secara keseluruhan masyarakat telah menganggap kualitas pelayanan kesehatan yang diberikan oleh Puskesmas di Kota Depok telah cukup baik.

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Providing of the public's quality services it was considered as one of keys to good governance. Organizing public service to community by government is already done because of being their tasks, responsibilities and the functions of government as the services giver (public servant). One forms of the public's service that should be provided by local government for community was the service in health field. The government must provide health services, in view of fact that health service was one of basic rights which are owned by people. The government in his implementation has provided public health centre and his rank (the parent Public Health Centre, the auxiliary Public Health Centre, and Polindes) as the spearhead of local government to provide health care service.This research had the aim of learning quality of health service in Public Health Centre at Depok City was based on Servqual Model which is a measurement model of quality service that was developed by Zeithaml, Parasuraman, and Berry. The SERVQUAL model mentioned had five dimensions of quality of service that was sensitive to measure consumer's experience towards the quality of service that was accepted, that is: Tangible, Reliability, Responsiveness, Assurance, and Emphaty.This research was the descriptive study using quantitative approach. The method of data collection in this research was used survey method (questionnaire). The population in this research was visitor's Public Health Centre in three Public health Centre at Depok City, that are Pancoran Mas's Public Health Centre, Tugu's Public Health Centre, and Kemiri Muka?s Public Health Centre which has made visit to this public health centre twice or more. The sample taken based on non-probability sampling techniques, in an accidental manner/convenient.Based on the results analysis of data in each dimension Service Quality (servqual) was obtained by results score of gap in all dimensions that is negative. Because of that need to be improving the quality of each dimension, although on the whole community regarded the quality of health service that was provided by Public Health Centre in the Depok City was good enough."

"Dalam hal penyelenggaraan pengelolaan tanah, khususnya yang berkaitan dengan pengelolaan penguasaan dan hak-hak atas tanah (land tenure and land right) lembaga yang berwenang adalah Badan Pertanahan Nasional Republik Indonesia (BPN RI) untuk tingkat pusat sedangkan untuk tingkat daerah adalah Kantor Pertanahan sebagai organisasi publik yang berhak menyelenggarakan pengelolaan pertanahan dan memberikan pelayanan kepada masyarakat dalam bidang pertanahan.Berdasarkan kegiatan peningkatan kualitas pelayanan melalui partisipasi masyarakat yang telah dilakukan oleh Kantor Pertanahan Kota Gorontalo bekerja sama dengan Kementerian Pendayagunaan Aparatur Negara dan German Technical Cooperation (GTZ), telah ditemukan beberapa masalah pelayanan yang dialami oleh masyarakat pengguna layanan pertanahan pada Kantor Pertanahan Kota Gorontalo. Hal ini tertuang dalam survey pengaduan masyarakat terhadap pelayanan di Kantor Pertanahan Kota Gorontalo yang dilakukan oleh Kementrian PAN dan GTZ yang dilaksanakan pada tanggal 10 Februari 2009 sampai dengan tanggal 28 Februari 2009. Adanya kesenjangan antara persepsi masyarakat mengenai kualitas pelayanan dengan kualitas pelayanan yang sebenarnya diharapkan oleh masyarakat, menyebabkan adanya perasaan puas atau tidak puas dari masyarakat.Oleh karena itu, perlu dilaksanakan penelitian mengenai kualitas pelayanan yang diberikan oleh Kantor Pertanahan Kota Gorontalo Indikator yang paling sesuai untuk mengukur kualitas pelayanan Kantor Pertanahan Kota Gorontalo yang akan digunakan penulis dalam penelitiann ini mengacu pada Prinsip Pelayanan Publik berdasarkan Kep.MenPan No.63 Tahun 2003 yang terdiri dari 10 dimensi, yaitu : Kesederhanaan, Kejelasan, Kepastian Waktu, Akurasi, Keamanan, Tanggung jawab, Kelengkapan Sarana dan Prasarana, Kemudahan Akses, Kedisiplinan, Kesopanan atau Keramahan dan Kenyamanan. Dari hasil penelitian, ditemukan beberapa indikator ketidakpuasan masyarakat serta prioritas perbaikan indikator yang direkomendasikan beberapa kebijakan yang dapat diterapkan oleh Kantor Pertanahan Kota Gorontalo dalam usaha peningkatan kualitas pelayanan pertanahan.

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In terms of implementation of land management, particularly related to management control and rights over land (land tenure and land rights) is the regulating authority of the Republic of Indonesia National Land Agency (BPN RI) for the central level, while for the regional level is the Land Office as an organization public has the right to organize land management and providing services to the public in the area of land.Based on service quality improvement activities through community participation which have been carried out by Gorontalo City Land Office in cooperation with the Ministry of Administrative Reform and the Germany Technical Cooperation (GTZ), has found some problems experienced by public service users of land in the Land Office in Gorontalo city. This was stated in a survey of public complaints against the service at the Land Office in Gorontalo city conducted by the Ministry of PAN and GTZ which was held on February 10, 2009 until February 28, 2009. The existence of the gap between public perception about the quality of service with the actual quality of service expected by the community, causing a feeling satisfied or not satisfied from the community.Therefore, it is necessary to implement research on the quality of services provided by the Land Office Gorontalo City. The most appropriate indicators to measure service quality Gorontalo City Land Office to be used in this study the authors refer to the Principles of Public Service under Kep.MenPan No.63 of 2003 which consists of 10 dimensions, namely: Simplicity, Clarity, Certainty Time, Accuracy, Safety, Responsibility, Completion Services and Tools, Easy Access, Discipline, Courtesy, or Hospitality and Leisure. From the research, found several indicators of dissatisfaction with society and the improvement of priority indicators that recommended several policies that can be applied by the Land Office in Gorontalo city in an attempt to improve the quality of land services."

"Pembangunan Alun-alun Kota Depok merupakan bentuk kontribusi pemerintah dalam penyediaan lingkungan layak huni bagi masyarakat. Namun, masih terdapat permasalahan yang timbul diantaranya adalah kritik mengenai Alun-alun Kota Depok yang belum sesuai dengan konsep ruang terbuka hijau, kurangnya performa kinerja petugas, dan kemacetan area sekitar. Oleh karena itu, tujuan dari penelitian ini adalah untuk menganalisis tingkat kepuasan masyarakat terhadap fasilitas ruang terbuka hijau di Alun-alun Kota Depok. Metode penelitian ini dilakukan dengan mix method yaitu menggabungkan antara teknik pengumpulan data kuantitatif dan kualitatif. Instrumen yang digunakan dalam penelitian ini dengan cara melakukan survey kuesioner menggunakan skala likert, observasi, wawancara mendalam, dan studi kepustakaan. Hasil penelitian menunjukkan bahwa mayoritas responden menyatakan puas terhadap fasilitas ruang terbuka hijau di Alun-alun Kota Depok. Namun dalam beberapa hal masyarakat masih merasa kurang puas, seperti pada kinerja petugas yang mendapat nilai cukup dari responden sehingga perlu adanya perbaikan. Saran yang dapat diberikan kepada pengelola Alun-alun yaitu UPTD Tahura adalah agar dapat menambah unsur flora, memperbanyak sumber daya manusia dalam pengelolaan area, memberikan wadah untuk kritik dan saran dari masyarakat, mengatasi kemacetan, dan menambah moda transportasi umum kearah lokasi Alun-alun........The construction of Depok City Town Square is a form of govenment contribution in providing a liveable environtment for the community. However, there are still problems that arise, including criticism about Depok City Town Square which is not in accordance with the concept of green open space, performances of officers, and congestion in the surrounding area. Therefore, the purpose of this study was to analyze visitor’s satisfaction on green open space facilities of Depok City Town Square. The method of this research is carried out with a mix method that combines quantitative and qualitative data collection techniques. The instrument that used in this study was by conducting a questionnaire survey with likert scale, observation, interviews, and library research. The result showed that the majority of respondents expressed satisfaction with green open space facilities of Depok City Town Square. However, in some cases the visitor is still felt unsatisfied, such as the performance of officers who received sufficient scores from the respondents, and it needs to be improved. Suggestions that can be given to UPTD Tahura as management of Depok City Town Square, are to be able to add flora elements, increase human resources in management area, provide a forum for criticism and suggestions from community, solve highway congestion, and add public transportation to the Town Square’s location."

"Peningkatan kecelakaan lalu lintas yang terjadi pada tahun 2017-2018 sebesar 5%, dan pada tahun 2018-2019 terjadi peningkatan kecelakaan lalu lintas sebesar 7% pada skala Nasional. Pada skala Polda Metro Jaya peningkatan jumlah kecelakaan lalu lintas terjadi sebanyak 2.394 kasus pada 2018-2019. Pemerintah melalui Korlantas Polri membentuk National Traffic Management Center (NTMC) dengan tujuan untuk mewujudkan pelayanan lalu lintas dan angkutan jalan yang aman, selamat, tertib dan terpadu. Pelayanan diberikan berupa aplikasi NTMC Contact Center yang dikembangkan pada tahun 2017 untuk melengkapi pelayanan call center dan sms center yang sudah hadir sejak tahun 2014. Kemudahan penggunaan teknologi dan pemberian pelayanan yang berkualitas akan berdampak pada kepuasan masyarakat. Tujuan dilakukannya penelitian ini yaitu untuk menganalisis pengaruh penerimaan penggunaan teknologi, pengaruh kualitas pelayanan pada aplikasi NTMC Contact Center Korlantas Polri dan pengaruh secara simultan penerimaan penggunaan teknologi dan kualitas pelayanan pada aplikasi NTMC Contact Center Korlantas Polri terhadap tingkat kepuasan masyarakat dalam penanganan pelanggaran dan kecelakaan lalu lintas. Konsep teori pada Teknologi Acceptance Model, User Acceptance dan kepuasan masyarakat digunakan untuk menganalisis penerimaan penggunaan teknologi dan kualitas pelayanan terhadap kepuasan masyarakat pada aplikasi NTMC Contact Center Korlantas Polri. Metode penelitian yang digunakan pada penelitian ini yaitu kuantitatif explanatory research dengan populasi sebanyak 10.000 orang yang mengunduh aplikasi NTMC Contact Center Polri pada google playstore, dari jumlah populasi dapat menghasilkan sampel sebanyak 100 orang menggunakan rumus slovin. Teknik pengambilan sampel yang digunakan adalah teknik snowball sampling. Hasil penelitian menunjukkan terdapat pengaruh penerimaan penggunaan teknologi, pengaruh kualitas pelayanan, dan pengaruh secara simultan penerimaan penggunaan teknologi dan kualitas pelayanan pada aplikasi NTMC Contact Center yang positif dan signifikan terhadap tingkat kepuasan masyarakat dalam penanganan pelanggaran dan kecelakaan lalu lintas.......The increase in traffic accidents that occurred in 2017-2018 was 5%, and in 2018-2019 there was an increase in traffic accidents by 7% on a national scale. On the scale of Polda Metro Jaya, the increase in the number of traffic accidents occurred by 2,394 cases in 2018-2019. The government, through Korlantas Polri, established a National Traffic Management Center (NTMC) with the aim of realizing safe, secure, orderly and integrated road traffic and transportation services. Services are provided in the form of the NTMC Contact Center application which was developed in 2017 to complement the call center and sms center services that have been present since 2014. The ease of use of technology and the provision of quality services will have an impact on community satisfaction. The purpose of this research is to analyze the effect of acceptance of the use of technology, the effect of service quality on the NTMC Contact Center application of the National Police Corps and the simultaneous influence of the acceptance of technology use and service quality on the National Police Corps NTMC Contact Center application on the level of community satisfaction in handling traffic violations and accidents. . The theoretical concept of the Technology Acceptance Model, User Acceptance and community satisfaction is used to analyze the acceptance of technology use and service quality towards community satisfaction in the NTMC application. The research method used in this research is quantitative explanatory research with a population of 10,000 people who download the NTMC Contact Center Polri application on Google Playstore, from the total population can produce a sample of 100 people using the Slovin formula. The sampling technique used was the snowball sampling technique. The results showed that there was a positive and significant influence on the acceptance of technology use, the influence of service quality, and the simultaneous influence on the acceptance of technology use and service quality on the NTMC Contact Center application on the level of community satisfaction in handling traffic violations and accidents."