Bilah Samping Artikel

Telah diserahkan
December 21, 2021
Diterima
December 21, 2021
Diterbitkan
December 29, 2021
Unduh
PDF (English)
Statistik
Baca Penghitung : 541 Unduh : 921

Isi Artikel Utama

Abstrak

The purpose of the study was to determine and analyze the application of one-stop integrated services in order to increase the community satisfaction index at the District Court/Industrial Relations/Corruption Crimes Bengkulu Class IA. The research approach is a quantitative descriptive approach supported by highly structured interviews. Collecting data using questionnaires and interviews. Data analysis used descriptive statistical analysis with frequency distribution approach and mean. Furthermore, the analysis method from the results of the interview uses the stages of Marshall and Rossman, namely reduction, classification and data presentation. The results of the study found that the implementation of PTSP services was included in a good assessment. Of the 9 service elements studied, the cost element gets the highest rating and the implementer behavior element gets the lowest rating. For the Bengkulu District Court, it is expected to be able to make SOPs that regulate the behavior of implementers in providing services, then carry out periodic evaluations or monitoring through CCTV cameras on the behavior of implementers in providing services.

Rincian Artikel

Cara Mengutip
Mudriyanti, M., Salim, M., & Anggarawati, S. (2021). PENERAPAN PELAYANAN TERPADU SATU PINTU (PTSP) DALAM RANGKA PENINGKATAN INDEKS KEPUASAN MASYARAKAT PADA PENGADILAN NEGERI/ HUBUNGAN INDUSTRIAL/TINDAK PIDANA KORUPSI BENGKULU KELAS IA. The Manager Review, 3(2), 123–146. https://doi.org/10.33369/tmr.v3i2.19710
Unduh Sitasi
Endnote/Zotero/Mendeley (RIS)
BibTeX

Referensi

  1. Alfisyahrin, M., 2017. Peningkatan Kualitas Pelayanan Publik Di Indonesia. Jakarta: Yayasan Pustaka Obor Indonesia.
  2. Alford, J., 2002. Defining the client in the public sector: A social-exchange perspective. Public Administration Review, 62(12), pp. 337-346.
  3. Alford, J. & Hughes, O., 2008. Public value pragmatism as the next phase of public management. The American Review of Public Administration, 38(1), pp. 130-148.
  4. Anderson, E. W. & Fornell, S. K., 2004. Customer Satisfaction and Stakeholders Value. Journal Of Marketing, 4(3), pp. 172-185.
  5. Atik, R., 2005. Manajemen Pelayanan, Disertai Dengan Pengembangan Model Konseptual, Penerapan Citizen’s Charter dan Standar Pelayanan Minimal. Yogyakarta: Pustaka Pelajar.
  6. Batinggi, H. A., 1997. Model Pelayanan Umum. Ujung Pandang: s.n.
  7. Bolin, M. & Haerenstam, A., 2008. An empirical study of bureaucratic and post-bureaucratic characteristics in 90 workplaces. Economic and Industrial Democracy, 29(14), pp. 541-564.
  8. Budd, L., 2007. Post-bureaucracy and reanimating public governance: A discourse and practice of continuity?. International Journal of Public Sector Management, 20(5), pp. 537-547.
  9. Caron, D. J. & Giauque, D., 2006. Civil servant identity at the crossroads: new challenges for public administrations. International Journal of Public Sector Management, 19(5), pp. 443-555.
  10. Carson, E. & Kerr, L., 2017. Australian Social Policy and the Human Services. Melbourne: Cambridge University Press.
  11. Claver, E. et al., 1999. Public administration: From bureaucratic culture to citizen-oriented culture. The International Journal of Public Sector Management, 12(3), pp. 455-462.
  12. Considine, M. & Lewis, J. M., 2003. Bureaucracy, network, or enterprise? Comparing models of governance in Australia, Britain, the Netherlands, and New Zealand. Public Administration Review, 63(12), pp. 131-140.
  13. Cooper & Schindler, 2014. Bussiners Research Method. New York: McGraw-Hill.
  14. Dantes, N., 2012. Metode Penelitian. Yogyakarta: Andi.
  15. Dunleavy, P. & Hood, C., 1994. From old public administration to new public management. Public Money & Management, 2(1), pp. 9-16.
  16. Dwiyanto, A., 2011. Mengembalikan Kepercayaan Publik Melalui Reformasi Birokrasi. Jakarta: Gramedia Pustaka Utama.
  17. Faure, L. & Faure, 2015. Implementing Total Quality Management. Jakarta: Gramedia.
  18. Gaspersz, V., 2006. Lean Six Sigma for Manufacturing and Service Industries. Jakarta: Gramedia Pustaka Utama.
  19. Ghobadian, A., Gallear, D., Viney, H. & O'regan, N., 2007. Public sector performance improvement through private sector management practices: a satisfactory solution?. International Journal of Business Performance Management, 9(5), pp. 363-379.
  20. Girindrawardana, D., 2002. Public Services Reform in Indonesia. Jakarta: Ombudsman.
  21. Haning, M. T., 2015. Reformasi Birokrasi: Desain Organisasi yang Mendukung Pelayanan Publik di Indonesia. Yogyakarta: Ilmu Giri.
  22. Hardiansyah, 2018. Kualitas Pelayanan Publik. Yogyakarta: Gava Media.
  23. Haywood-Farmer, J., 2018. A conceptual model of service quality. International Journal of Operations & Production Management, 8(6), pp. 19-29.
  24. Hefetz, A. & Warner, M., 2012. Contracting or public delivery? The importance of service, market, and management characteristics. Journal of Public Administration Research and Theory, 22(1), pp. 280-289..
  25. Hidayat, F., Sutomo, S. & Sunarko, B. S., 2018. Implementasi pelayanan terpadu satu pintu (PTSP): pendelegasian kewenangan setangah hati (Studi terhadap penyelengaraan PTSP di Badan Pelayanan Perizinan Terpadu Kabupaten Banyuwangi). Politico, 18(1), pp. 9-17.
  26. Hood, C., 1991. A public management for all seasons?. Public Administration, 69(12), pp. 3-19.
  27. Horhoruw, M., 2012. Transforming the Public Sector in Indonesia: Delivering Total Reformasi.. World Bank Publication, 13(25), pp. 1-14.
  28. Husein, U., 2011. Metode Penelitian Untuk Skripsi dan Tesis. Jakarta: Raja Grafindo Persada.
  29. Kabalmay, 2012. Designing Qualitatitative Research. London: Sage Publication.
  30. Kartasasmita, 2016. Perilaku Organisasi. Bandung: Sinar Baru Algesindo.
  31. Kasmir, 2006. Etika Customer Service. Jakarta: Raja Grafindo Persada.
  32. Korunka, C. et al., 2007. Customer orientation among employees in public administration: A transnational, longitudinal study. Applied Ergonomics, 38(3), pp. 307-315.
  33. Kotler, P. & Keller, K. L., 2016. Marketing Management. New Jersey: Pearson Pretice Hall.
  34. Kristiadi, J. B., 2014. Administrasi Manajemen Pembangunan. Jakarta: LAN.
  35. Kurniawan, A., 2005. Transformasi Pelayanan Publik. Yogyakarta: Pembaharuan.
  36. Lukman, S., 2000. Manajemen Kualitas Pelayanan. Jakarta: STIA LAN Press.
  37. Maravelias, C., 2003. Post-bureaucracy - control through professional freedom. Journal of Organizational Change, 16(7), pp. 547-566.
  38. Mcsweeney, B., 2006. Are we living in a post-bureaucratic epoch?. Journal of Organizational Change Management, 19(2), pp. 22-37.
  39. Moenir, H. A. S., 2017. Manajemen Pelayanan Umum di Indonesia. Jakarta: Bumi Aksara.
  40. Montgomery, D. C., 2013. Statistical Quality Control: A Modern Introduction. Asia: John Wiley & Sons, Inc.
  41. Mungiu-Pippidi, 2017. Index of Public Integrity. [Online]
  42. Available at: http://integrity-index.org/
  43. [Diakses 12 September 2021].
  44. Onyeisi, O. F., 2019. Evaluation of User’s Satisfaction with Reference Services in Selected Federal University Libraries in Southeastern Nigeria. Journal of Islam and Humanities, 3(2), pp. 17-29.
  45. Osborne, D. & Gaebler, T., 1993. Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector. New York: Penguin Books.
  46. Pasolong, H., 2013. Kepemimpinan Birokrasi. Bandung: Alfabeta.
  47. Pollitt, C., 1995. Justification by Works or by Faith?: Evaluating the New Public Management. Evaluation, 1(2), pp. 133-154.
  48. Pollitt, C., 2003. The essential public manager. McGraw-Hill Education: Maidenhead Open University Press.
  49. Rahhal, W., 2015. The Effects of Service Quality Dimensions on Customer Satisfaction: An Empirical Investigation in Syrian Mobile Telecommunication Services. International Journal of Business and Management Invention, 6(7), pp. 81-89.
  50. Rasul, I. & Rogger, D., 2017. Management of Bureaucrats and Public Service Delivery: Evidence from the Nigerian Civil Service. Economic Journal, 6(2), pp. 442-450.
  51. Salusu, J., 2016. Pengambilan Keputusan Strategik (Untuk Organisasi Publik dan Organisasi Non Profit). Jakarta: Grasindo.
  52. Sanapiah, A. A., 2000. Pelayanan Yang Berorientasi Kepada Kepuasan Masyarakat. Jurnal Administrasi Negara, 6(1), pp. 21-35.
  53. Santosa, P., 2008. Administrasi Publik Teori dan Aplikasi Good Governance. Bandung: Refika Aditama.
  54. Sedarmayanti, 2011. Manajemen Sumber Daya Manusia Reformasi Demokrasi dan Manajemen Pegawai Negeri Sipil. Bandung: Redika Aditama.
  55. Sheng, Y. K., 2009. What is Good Governance ? United Nations Economic and social Comission for Asia and the Pacific. [Online]
  56. Available at: http://www.unescap.org/
  57. [Diakses 12 September 2021].
  58. Siagian, S. P., 2014. Manajemen Sumber Daya Manusia. Jakarta: Bumi Aksara.
  59. Sinambela, L. P., 2010. Reformasi Pelayanan Publik. Jakarta: Bumi Aksara.
  60. Singarimbun, M. & Effendi, S., 2008. Metode Penelitian Survei. Jakarta: LP3ES.
  61. Sugiarto, 2011. Teknik Sampling. Jakarta: Gramedia Pustaka Utama.
  62. Sugiyono, 2017. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
  63. Supranto, 2011. Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.
  64. Supriatna, T., 2020. Administrasi Birokrasi dan Pelayanan Publik. Jakarta: Nimas Mutima.
  65. Syamsuddin, 2014. Efektifitas Pelayanan Admnistrasi. Jakarta: Harvarindo.
  66. Taylor, J., 2009. Strengthening the link between performance measurement and decision making. Public Administration, 86(22), pp. 853-871.
  67. Thoha, M., 2012. Government Bureaucracy and the Power in Indonesia (Birokrasi Pemerintah dan Kekuasaan di Indonesia). Yogyakarta: Matapena Institute.
  68. Tjiptono, F., 2014. Pemasaran Jasa. Yogyakarta: Andi.
  69. Tjosvold, D., 2008. Conflicts in the study of conflict in organizations. In C. K. W. De Dreu & M. J. Gelfand (Eds.). The psychology of conflict and conflict management in organizations, 3(2), pp. 445-453.
  70. Toha, M., 2008. Ilmu Administrasi Publik Kontemporer. Jakarta: Fajar Interpratama Offset.
  71. Verbeeten, F. H. M., 2008. Performance management practices in public sector organizations. Accounting, Auditing and Accountability Journal, 21(10), pp. 427-454.
  72. Wahab, A. S., 1988. Reformasi Pelayanan Publik Menuju Sistem Pelayanan Yang Responsif Dan Berkualitas. Spirit Publik, 2(1), pp. 51-62.
  73. Walker, R. M., Brewer, G. A., Boyne, G. A. & Avellaneda, C. N., 2011. Market Orientation and Public Service Performance: New Public Management Gone Mad?. Public Administration Review, 71(2), pp. 707-717.
  74. Yusriadi, 2018. Revormasi Birokrasi Dalam Pelayanan Publik. Yogyakarta: Deepublish.
  75. Zeithaml, V. A. & Parasuraman, A. B. L. L., 1990. Delivering quality service: balancing customer perceptions and expectations. New York: Free Press.
  76. pn-bengkulu.go.id