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"Abstract. The contradiction between the point of view of organization-internal political games in bureaucracy and professionalbehaviour of bureaucrats has been a general issue of public service in Indonesian local government. Some researchers, asMintzberg, have viewed organization-internal politics games in a bureaucracy as a certainty. Organization-internal politics hasnaturally existed in an organization with its positive impacts. The political games phenomena in a government bureaucracycould be a mechanism of dynamic changes of a status-quo. Meanwhile, some researchers have viewed that professionalbureaucracy should be free from political party interests and cliques. In other words, they should be neutral and fair towardcitizen in their services. The problem is whether this organization-internal politics can be a significant influence as a drive ordeterminant factor for citizen satisfaction with local government service. This article tries to reveal the influence of internalpolitics bureaucracy towards citizen satisfaction, in an effort to test the two variables in providing the basic needs of citizens.Quantitative approach is used in this study. The findings of this study indicate that the two variables were negatively correlated.Therefore, organization-internal politics could be an absolute predictor that has to be considered to citizen satisfaction withlocal government service as an outcome of service and democratic accountability of local public service provider."

"Pasca runtuhnya orde baru, tuntutan masyarakat akan pemenuhan hak-haknya semakin meningkat, salah satunya adalah hak untuk mengadu. Pemerintah menjawab tuntutan tersebut dengan menyediakan sistem penanganan pengaduan berbasis digital yang bernama Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR!). Dalam pelaksanaannya terdapat sejumlah kendala yang membuat masyarakat tidak puas terhadap LAPOR!. Untuk itu penelitian ini berusaha menjelaskan faktor-faktor yang memengaruhi kepuasan masyarakat terhadap LAPOR!. Hasil penelitian ini menunjukkan proses dan hasil penanganan pengaduan berpengaruh terhadap kepuasan masyarakat pada LAPOR!. Responsivitas menjadi dimensi yang mempunyai tingkat kekuatan hubungan cukup kuat dengan kepuasan masyarakat pada LAPOR!. Selain itu, diketahui pula bahwa mayoritas pengguna LAPOR! mempunyai keterampilan digital yang tinggi dan merasa puas terhadap LAPOR!. Meskipun kepuasan masyarakat menunjukkan hasil yang tinggi, partisipasi masyarakat menunjukkan hasil rendah. Hal itu tercermin dari rendahnya partisipasi perempuan dan tidak tersebarnya pelapor di seluruh wilayah Indonesia. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data berupa survei dengan instrumen kuesioner online yang disebarkan kepada pengguna lapor melalui e-mail dan SMS.

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After the collapse of the new order era, citizen demand of their rights fulfillment was increasing, one of them is the right to complain. Government answered these demands by providing a digital-based complaint handling system called Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR!). This study shows, there are a number of obstacles that make people dissatisfied with LAPOR!. Therefore, this study tries to explain the factors that influence citizen satisfaction LAPOR!. The results showed complaints handling process and results had influenced the satisfaction of the citizen on LAPOR!. Responsiveness into dimensions that has a strong relationship with the citizen satisfaction on LAPOR!. In addition, known that the majority of users of LAPOR! have a high digital skills and are satisfied with LAPOR!. Although citizen satisfaction shows a high level, in contrast, the result shows a low participation of citizen. It reflected to the low participation of women and the spread of the complainant in Indonesia regions. This research uses a quantitative approach with data collection in the form of an online survey questionnaire that distributed to LAPOR users by e-mail and text (SMS)."

"Surat Keterangan Domisili Keterangan Perusahaan dipakai oleh pelaku usaha sebagai identitas suatu usaha di suatu wilayah. Sebelum tahun 2015, penerbitan surat ini melalui Kelurahan-kelurahan di Provinsi DKI Jakarta yang ditengarai berpotensi pungli, berbelit-belit, ketidakseragaman persyaratan dan membutuhkan waktu lama. Mulai tahun 2015, surat ini diterbitkan oleh Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu secara gratis kemudian dilanjutkan diproses secara online di tahun 2016. Penelitian tesis ini bertujuan untuk mengetahui kebijakan dari penerbitan Surat Keterangan Domisili Perusahaan secara online lebih baik dibandingkan dengan kebijakan sebelumnya yaitu penerbitan Surat Keterangan Domisili Perusahaan secara offline, untuk mengidentifikasi masalah-masalah apa saja dalam penerbitan Surat Keterangan Domisili Perusahaan secara online dan untuk mengetahui kepuasanmasyarakat terhadap kebijakan tersebut. Metode yang digunakan adalah analisis kuantitatif deskriptif pada hasil kuesioner dari 294 responden yang kemudian dilanjutkan dengan analisis regresi linier berganda. Digunakan lima variabel kualitas layanan penerbitan Surat Keterangan Domisili Perusahaan secara online yaitu efisiensi, kepercayaan, keandalan, dukungan petugas dan keterpaduan layanan terhadap kepuasan masyarakat. Hasil penelitian adalah sebanyak 88% responden menyatakan bahwapenerbitan Surat Keterangan Domisili Perusahaan secara online lebih baik dibandingkan secara offline, masalah yang dialami masyarakat adalah sistem dari situs pelayanan terasa lamban, terkadang eror, waktu yang terbatas, kendala unggah dokumen, gangguan notifikasi, belum paperless, serta sikap pelayanan dan ketelitian petugas dirasa kurang. Sebanyak 88,44% masyarakat merasa puas terhadap layanan penerbitan Surat Keterangan Domisili Perusahaan secara online. Variabel atau dimensi kualitaspelayanan yaitu efisiensi, dukungan petugas dan keterpaduan layanan berpengaruh positif kepada kepuasan masyarakat dalam penerbitan Surat Keterangan Domisili Perusahaan secara online.

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Company Domicile Certificate used by the businesses as an `identity` of their business

in a region. Prior to 2015, the issuance of this letter through village district in Jakarta, which was suspected as extortion, complicated, uninformity of requirements, and longterm needs. Since 2015, this letter was issued by the the Office of Investment and One-

Stop Services as free and online processed in 2016. This thesis study purposed to get information about the policies of online Company Domicile Certificate Licensing is

better than offline Company Domicile Certificate Licensing, to get any issues problems and citizen satisfaction. The method used descriptive quantitative analysis on the results of the questionnaire from 294 respondents and multiple linear regression analysis with efficiency, trust, reliability, officer support and one stop services as variables of the quality of service requested to citizen satisfaction. The results of the study were as many as 88% of respondents choose the online Company Domicile Certificate, problems experienced by the community were slow systems, error, documents upload failures,

notifications failures, not paperless,and a little lack the attitude of service of the

officers. As many as 88.44% of the people were satisfied with the services that were online approved. Variables or dimensions of service quality, namely efficiency, officer support and one stop services have positive affect to citizen satisfaction of online Company Domicile Certificate licensing."

"Menurut Jakarta Property Institute, pada tahun 2021, RTH yang di DKI Jakarta hanya sekitar 6,2 m2 per-kapita. Minimnya RTH di DKI Jakarta pada gilirannya akan menyebabkan berbagai masalah di DKI Jakarta, seperti terjadinya banjir dan meningkatkan polusi udara di DKI Jakarta. Kepuasan masyarakat dapat digunakan untuk memahami persepsi masyarakat dan mengevaluasi kehadiran RTH di DKI Jakarta. Kepuasan masyarakat terhadap RTH dapat digunakan dalam mengembangkan keputusan kebijakan masa depan untuk perbaikan RTH. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan masyarakat atas RTH sebagai ruang publik di Provinsi DKI Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengambilan data mixed methods melalui kuesioner yang disebarkan kepada 416 responden (kuantitatif) serta wawancara mendalam dengan 6 narasumber dan analisis konten (kualitatif). Berdasarkan hasil penelitian mengenai tingkat kepuasan masyarakat atas RTH di Provinsi DKI Jakarta periode Januari 2022 dapat diperoleh kesimpulan bahwa responden masyarakat DKI Jakarta berada pada tingkat puas. Temuan tersebut juga diperoleh berdasarkan hasil tiga dimensi, yaitu dimensi resource yang berada pada tingkat cukup puas, serta dimensi situational conditions dan dimensi management yang berada pada tingkat puas. Kendati demikian, peneliti menemukan bahwa terdapat tiga indikator pada dimensi resource yang tidak terpenuhi dan dua indikator pada dimensi management yang tidak terpenuhi, sisanya sudah terpenuhi. Menariknya, secara kuantitas RTH-RTH di DKI Jakarta masih sangat kurang tetapi secara kualitas RTH-RTH yang ada di DKI Jakarta sudah sangat baik. Lebih lanjut, hasil penelitian ini juga konsisten dengan salah satu indikator dari Mercer (2019) dan berbanding terbalik dengan hasil penelitian terdahulu. Penelitian ini masih memiliki keterbatasan yakni adanya keterbatasan peneliti mengontrol responden yang mengisi kuesioner penelitian ini karena dilakukan secara daring.

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According to the Jakarta Property Institute, in 2021, the number of green open space in DKI Jakarta is only around 6.2 m2 per capita. The absence of green open space in DKI Jakarta would lead to various of issues, including flooding and increased air pollution. Citizen satisfaction can be used to understand citizen's perceptions and evaluate the presence of green open space in DKI Jakarta. Citizen's satisfaction with green open space can be used in developing future policy decisions for improving green open space. This study aims to analyze the level of citizen satisfaction with green open space as a public space in DKI Jakarta. This study used a quantitative approach with mixed methods data collection techniques through questionnaires distributed to 416 respondents (quantitative) and in-depth interviews with 6 informants and content analysis (qualitative). Based on the results of research on the level of citizen satisfaction with green open space in the DKI Jakarta for the period of January 2022, it can be concluded that the respondents of the DKI Jakarta citizen are at a satisfied level with green open space in DKI Jakarta. The findings are also quite obtained based on the results of three dimensions, namely resources dimension which are at the level of satisfaction, as well as situational conditions dimension and management dimension which are at the level of satisfaction. Thus, the researcher found that there were three indicators on the resource dimension that were not fulfilled and two indicators on the management dimension that were not fulfilled, the rest had been fulfilled. Interestingly, the quantity of green open space in DKI Jakarta is still very lacking, but the quality of green open space in DKI Jakarta is already good. Furthermore, the results of this study are also consistent with one of the indicators from Mercer (2019) and inversely with the results of previous study. This study has limitation, namely the limitations of researcher controlling respondents who filled out the research questionnaire because it was conducted online.

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"Penerapan e-government dilatarbelakangi dengan adanya perkembangan teknologi informasi yang sangat cepat dan tuntutan masyarakat terhadap kecepatan layanan yang diberikan oleh pemerintah. Pemerintah mengembangkan suatu layanan perizinan berusaha secara elektronik yang diberi nama OSS-RBA yang merupakan one-stop-service untuk produk perizinan berusaha. Namun demikian, semenjak diresmikan dan dioperasikan selama kurang lebih dua tahun, masih banyak ditemukan kendala dalam operasionalitasnya sehingga perlu dilakukan evaluasi apakah kualitas pelayanan publik secara elektronik telah mampu memberikan dampak terhadap kegunaan yang dirasakan (perceived usefulness), kepuasan (citizen satisfaction), dan penciptaan nilai publik khususnya pada aspek efisiensi administrasi, pencegahan korupsi pada perizinan berusaha, dan kemudahan berusaha. Penelitian ini menggunakan pendekatan kuantitatif melalui metode survei untuk menyelidiki dampak kualitas layanan secara elektronik terhadap perceived usefulness, citizen satisfaction, dan nilai publik. Target responden adalah Pelaku Usaha yang telah menggunakan layanan OSS-RBA. Sebanyak 121 data kuesioner berhasil diolah dan dianalisis dengan menggunakan metode Structural Equation Modelling-Partial Least Square (SEM-PLS). Hasil penelitian menunjukkan bahwa kualitas pelayanan publik secara elektronik berpengaruh positif dan signifikan terhadap perceived usefulness, citizen satisfaction, dan nilai publik. Perceived usefulness berpengaruh positif dan signifikan terhadap citizen satisfaction. Terdapat efek mediasi pada pengaruh kualitas pelayanan publik secara elektronik terhadap citizen satisfaction melalui mediasi perceived usefulness. Citizen satisfaction meskipun berpengaruh positif terhadap nilai publik, namun tidak memiliki hubungan yang signifikan.

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The extremely quick advancement of information technology and the public's desire for quicker government services are the driving forces behind the implementation of egovernment. For this reason, the government has developed an electronic business licensing service called OSS-RBA, which is a one-stop-shop for business licensing products. Since OSS-RBA was established and has been in operation for about two years, there are still a lot of challenges to be overcome. Therefore, it is important to assess whether the quality of electronic public services has had an effect on citizen satisfaction, perceived usefulness, and the creation of public value, particularly in the areas of administrative effectiveness, preventing corruption in business licensing, and ease of doing business. This research uses a quantitative approach through survey methods to investigate the impact of electronic service quality on perceived usefulness, citizen satisfaction, and public value. The target respondents are business actors who have used OSS-RBA services. A total of 121 questionnaire data points were successfully processed and analysed using the method of Structural Equation Modelling-Partial Least Squares (SEM-PLS). The research results show that the quality of electronic public services has a positive and significant effect on perceived usefulness, citizen satisfaction, and public value. Perceived usefulness has a positive and significant effect on citizen satisfaction. There is a mediating effect on the influence of the quality of electronic public services on citizen satisfaction through perceived usefulness. Citizen satisfaction even though it has a positive effect on public value, it does not have a significant relationship."