Abstract:Penyelenggaraan pelayanan publik yang berkualitas merupakan kewajiban konstitusional birokrasi sebagai ujung tombak pelayanan masyarakat. Namun, Kantor Camat Kota Selatan menghadapi tantangan penurunan Indeks Kepuasan Masyarakat…
syarakat (IKM) pada tahun 2025 sebesar 5,18 poin menjadi 88,04%. Penelitian ini bertujuan untuk menganalisis hambatan sistemik dan mengukur kualitas pelayanan administrasi publik di Kantor Camat Kota Selatan, Kota Gorontalo, dengan menggunakan model SERVQUAL secara komprehensif.
Metode penelitian yang digunakan adalah kualitatif dengan pendekatan deskriptif. Data dikumpulkan melalui observasi langsung dan wawancara mendalam dengan informan utama yang terdiri dari aparatur kecamatan serta masyarakat pengguna layanan. Analisis data dilakukan secara kualitatif berdasarkan lima dimensi kualitas pelayanan SERVQUAL, yaitu Tangibles (bukti fisik), Reliability (keandalan), Responsiveness (daya tanggap), Assurance (jaminan), dan Empathy (empati).
Hasil penelitian menunjukkan bahwa pelayanan administrasi publik belum berjalan optimal dan masih menghadapi sejumlah kendala operasional pada kelima dimensi SERVQUAL. Pada dimensi Tangibles, infrastruktur gedung mengalami kerusakan fisik yang parah, fasilitas penunjang minim, serta pemanfaatan aplikasi Yanjak Gorontalo Kota belum maksimal karena operasional lapangan masih didominasi proses manual. Pada dimensi Reliability, terjadi keterlambatan penyelesaian dokumen akibat proses verifikasi yang birokratis dan koordinasi lintas instansi yang lemah. Dimensi Responsiveness menunjukkan sikap petugas sudah cukup baik, namun penyampaian alur prosedur dan prasyarat berkas belum transparan dan tidak seragam. Pada dimensi Assurance, terdapat inkonsistensi informasi antarpetugas yang berpotensi menurunkan kepercayaan publik. Sementara pada dimensi Empathy, sikap ramah dan humanis sudah mulai diterapkan, tetapi implementasinya masih bersifat individual dan belum konsisten secara institusional.
Berdasarkan temuan tersebut, disimpulkan bahwa optimalisasi pelayanan memerlukan rehabilitasi fasilitas fisik, pemangkasan alur birokrasi, digitalisasi sistem informasi terpadu melalui optimalisasi teknologi, penyusunan Standard Operating Procedure (SOP) pelayanan yang kaku untuk menyamakan persepsi staf, serta pengawasan berkala terkait internalisasi nilai-nilai hospitality bagi seluruh aparatur kecamatan.
Abstract:NURNANINGSI. 241422017. 2026. “KUALITAS PELAYANAN PUBLIK DALAM PROGRAM JKN (Studi Pada Peserta BPJS Kesehatan di Rsud Banggai Laut)”. Jurusan Administrasi Publik, Fakultas Ilmu Sosial, Universitas Negeri Gorontalo dengan…
ngan Pembimbing I Dr. Rusli Isa, M.Si.. dan Pembimbing II Dr. Alexander Badjuka, S.Si.,M.AP. Tujuan dari penelitian ini menganalisis kualitas pelayanan publik dalam pelaksanaan Program Jaminan Kesehatan Nasional (JKN) bagi peserta BPJS Kesehatan di RSUD Banggai Laut.
Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Informan dalam penelitian ini terdiri dari peserta BPJS Kesehatan, tenaga kesehatan, petugas administrasi, serta pihak manajemen rumah sakit yang terlibat dalam pelayanan Program JKN.
Hasil penelitian menunjukkan bahwa kualitas pelayanan publik bagi peserta BPJS Kesehatan di RSUD Banggai Laut secara umum telah berjalan cukup baik. Hal ini ditinjau berdasarkan lima dimensi kualitas pelayanan menurut Parasuraman, yaitu bukti fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Dimensi bukti fisik menunjukkan tersedianya fasilitas pelayanan yang cukup memadai, meskipun masih terdapat beberapa sarana yang perlu ditingkatkan. Dimensi keandalan terlihat dari kemampuan petugas dalam memberikan pelayanan sesuai prosedur yang berlaku. Pada dimensi daya tanggap, petugas telah berupaya memberikan pelayanan secara cepat dan responsif terhadap kebutuhan pasien. Dimensi jaminan tercermin dari kompetensi dan sikap profesional petugas kesehatan dalam memberikan pelayanan. Sementara itu, dimensi empati terlihat melalui perhatian dan kepedulian petugas terhadap kondisi pasien. Namun demikian, masih ditemukan beberapa kendala, seperti waktu tunggu pelayanan yang relatif lama pada jam-jam tertentu dan keterbatasan sumber daya manusia dalam menghadapi tingginya jumlah pasien.
Berdasarkan hasil penelitian dapat disimpulkan bahwa kualitas pelayanan publik dalam Program JKN bagi peserta BPJS Kesehatan di RSUD Banggai Laut telah terlaksana dengan cukup baik, namun masih memerlukan perbaikan pada aspek kecepatan pelayanan, ketersediaan fasilitas pendukung, dan peningkatan jumlah tenaga kesehatan guna meningkatkan kepuasan peserta BPJS Kesehatan.
Abstract:This study aims to describe the implementation of the Internal Quality Assurance System (SPMI) in producing work-ready graduates at SMK Negeri 10 Luwu and identify the obstacles encountered in its implementation. This study…
udy used a descriptive qualitative approach, with data collection techniques through observation, interviews, and documentation studies. The research subjects included the principal, teachers, and students.
The results indicate that the implementation of SPMI at SMK Negeri 10 Luwu has been systematically implemented through the PPEPP cycle (Mapping, Implementation, Evaluation, Control, and Standard Setting). Quality mapping is conducted periodically to identify achievements and needs for quality improvement. Program implementation is carried out through improving the quality of learning and collaborating with industry. Evaluations are conducted routinely to assess standard achievement, followed by control measures for improvement, and the establishment of new standards as a form of continuous quality improvement. This implementation contributes to graduates' work-readiness, characterized by competency in expertise, technical skills, practical abilities, and soft skills. However, obstacles encountered include limited infrastructure and uneven absorption of graduates into the workforce.
Abstract:Penelitian ini bertujuan untuk menganalisis kualitas layanan pada Klinik Marisa yang berlokasi di Kecamatan Cipongkor, Kabupaten Bandung Barat, serta mengidentifikasi aspek layanan yang paling berkaitan dengan kualitas layanan…
ayanan berdasarkan persepsi pelanggan. Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif, dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Analisis data dilakukan menggunakan pendekatan SERVQUAL yang meliputi lima dimensi, yaitu Tangibles, Reliability, Responsiveness, Assurance, dan Empathy, serta didukung dengan analisis SWOT untuk merumuskan strategi peningkatan kualitas layanan. Hasil penelitian menunjukkan bahwa kualitas layanan secara umum dinilai baik, terutama pada dimensi Tangibles, Assurance, dan Empathy, dimana fasilitas klinik dinilai bersih dan cukup nyaman, staf berpenampilan rapi serta mampu memberikan penjelasan prosedur dengan jelas sehingga menumbuhkan rasa percaya pelanggan. Namun demikian, pada dimensi Reliability dan Responsiveness ma sih ditemukan kendala berupa ketidaktepatan waktu pelayanan, keterlambatan kehadiran dokter sesuai jadwal, serta lambatnya respons komunikasi kepada pelanggan. Penelitian ini menyimpulkan bahwa aspek layanan yang paling berkaitan dengan kualitas layanan adalah keandalan dan daya tanggap staf dalam memberikan pelayanan. Berdasarkan analisis SWOT, strategi yang direkomendasikan adalah strategi WO (Weakness-Opportunity) dan WT (Weakness-Threat), yaitu dengan meminimalkan kelemahan internal melalui perbaikan manajemen jadwal dan peningkatan respons komunikasi untuk memanfaatkan peluang pertumbuhan layanan kecantikan, serta meningkatkan konsistensi operasional dan standar pelayanan guna mengurangi dampak persaingan dan menjaga loyalitas pelanggan. Penelitian ini diharapkan dapat menjadi bahan evaluasi bagi pihak klinik dalam meningkatkan kualitas layanan
Abstract:Islamic Religious Education (PAI) faces complex challenges in maintaining relevance and quality amidst social change, technology, and demands for public accountability. Two main concepts in educational quality management—continuous…
—continuous improvement and quality assurance—are often discussed separately, despite their fundamentally synergistic relationship. This study aims to conceptually examine the integration of continuous improvement and quality assurance in the context of PAI, addressing how both frameworks can be operationalized simultaneously to improve the quality of PAI delivery. Using a systematic literature review method through Google Scholar and Publish or Perish (PoP) for the 2019–2026 period, 25 relevant articles were analyzed from 80 initial findings. The results show that quality assurance functions as a holding system that establishes standards, while continuous improvement acts as a driving force encouraging innovation and adaptation. However, in PAI practice, tension exists between standard compliance (QA) and the need for dynamic change (CI). This article offers an integrative framework called the Adaptive Quality Cycle (AQC), combining the Plan-Do-Check-Act cycle with Islamic principles such as muhasabah (self-evaluation), tahsin (continuous improvement), and itqan (professionalism). This integration is key for PAI institutions to not only meet minimum standards but also continuously develop dynamically without losing their Islamic identity.
Abstract:This research is motivated by the issue of the effectiveness of witness and victim protection within the Indonesian criminal justice system, which is considered not yet to fully reflect the values of restorative justice…
nor to be harmoniously integrated into the framework of the national legal system. Although regulatory frameworks have been established through Law Number 13 of 2006 as amended by Law Number 31 of 2014 concerning the Protection of Witnesses and Victims, as well as various regulations related to whistleblower and justice collaborator protection, their implementation continues to face normative and structural weaknesses. The lack of synchronization between the Criminal Procedure Code (KUHAP), the Draft Criminal Procedure Code (RUU KUHAP), and other sectoral regulations has resulted in the suboptimal role of the Witness and Victim Protection Agency (LPSK) in guaranteeing the rights of witnesses, victims, perpetrator-witnesses, and reporters, particularly in criminal cases with broad and organized impacts. From the perspective of maqāṣid al-syarī‘ah and the Pancasila Justice Theory, legal protection for witnesses and victims should not be merely procedural-formal in nature, but must be directed toward the restoration of dignity, the assurance of security, and the comprehensive protection of human rights. This study aims to analyze the regulatory weaknesses in witness and victim protection from the perspective of the criminal justice system and to reconstruct such regulations based on restorative justice values. Employing a normative legal research paradigm combined with conceptual, statutory, and theoretical approaches, this research positions the Pancasila Justice Theory as the grand theory, the Legal System Theory as the middle theory, and the Legal Protection Theory as the applied theory. The findings indicate that regulatory reconstruction is necessary through strengthening the institutional position of LPSK, harmonizing it with the Draft Criminal Procedure Code (RUU KUHAP), and reinforcing the protection of whistleblowers and justice collaborators in a more comprehensive and non-discriminatory manner. This reconstruction is directed toward establishing a witness and victim protection system oriented toward restoration (restorative justice), balanced interests among the parties, and the realization of social justice as mandated by the values of Pancasila and human rights principles.
Abstract:This research is motivated by the issue of the effectiveness of witness and victim protection within the Indonesian criminal justice system, which is considered not yet to fully reflect the values of restorative justice…
nor to be harmoniously integrated into the framework of the national legal system. Although regulatory frameworks have been established through Law Number 13 of 2006 as amended by Law Number 31 of 2014 concerning the Protection of Witnesses and Victims, as well as various regulations related to whistleblower and justice collaborator protection, their implementation continues to face normative and structural weaknesses. The lack of synchronization between the Criminal Procedure Code (KUHAP), the Draft Criminal Procedure Code (RUU KUHAP), and other sectoral regulations has resulted in the suboptimal role of the Witness and Victim Protection Agency (LPSK) in guaranteeing the rights of witnesses, victims, perpetrator-witnesses, and reporters, particularly in criminal cases with broad and organized impacts. From the perspective of maqāṣid al-syarī‘ah and the Pancasila Justice Theory, legal protection for witnesses and victims should not be merely procedural-formal in nature, but must be directed toward the restoration of dignity, the assurance of security, and the comprehensive protection of human rights. This study aims to analyze the regulatory weaknesses in witness and victim protection from the perspective of the criminal justice system and to reconstruct such regulations based on restorative justice values. Employing a normative legal research paradigm combined with conceptual, statutory, and theoretical approaches, this research positions the Pancasila Justice Theory as the grand theory, the Legal System Theory as the middle theory, and the Legal Protection Theory as the applied theory. The findings indicate that regulatory reconstruction is necessary through strengthening the institutional position of LPSK, harmonizing it with the Draft Criminal Procedure Code (RUU KUHAP), and reinforcing the protection of whistleblowers and justice collaborators in a more comprehensive and non-discriminatory manner. This reconstruction is directed toward establishing a witness and victim protection system oriented toward restoration (restorative justice), balanced interests among the parties, and the realization of social justice as mandated by the values of Pancasila and human rights principles.
Abstract:Healthcare service quality is an important factor influencing patient satisfaction, particularly in pediatric nursing services in hospitals. The SERVQUAL model, which includes the dimensions of tangible, reliability, responsiveness,…
ponsiveness, assurance, and empathy, is widely used to evaluate healthcare service quality. This study aimed to analyze the relationship between service quality and pediatric patient satisfaction in the Bung Hatta Inpatient Ward of Tk III Dr. Reksodiwiryo Hospital, Padang. This study employed a quantitative approach with an analytic descriptive design and a cross-sectional method. The sample consisted of 30 respondents who were parents or guardians of pediatric patients hospitalized for at least three days. Respondents were selected using an accidental sampling technique. Data were collected using a SERVQUAL-based questionnaire with a Likert scale and analyzed using univariate and bivariate analysis with the Chi-square test at a significance level of 0.05. The results showed that the majority of respondents were satisfied with nursing services (80%). Bivariate analysis indicated significant relationships between the tangible (p=0.033), reliability (p=0.049), and assurance (p=0.040) dimensions and pediatric patient satisfaction. However, responsiveness and empathy dimensions were not statistically associated with patient satisfaction (p>0.05). In conclusion, nursing service quality is associated with pediatric patient satisfaction in several SERVQUAL dimensions, particularly tangible, reliability, and assurance. Continuous improvement in nursing service quality is necessary to enhance satisfaction among pediatric patients and their families in hospital settings.
Abstract:The beauty service industry has experienced rapid growth in recent years, particularly in specialized services such as nail art. In a highly competitive market, service quality and consumer satisfaction are considered critical…
itical factors influencing purchase decisions. This study aims to analyze the influence of service quality and consumer satisfaction on consumer purchase decisions at Glosse Nail Studio.
This research employs a quantitative approach using a survey method. Data were collected from customers of Glosse Nail Studio through structured questionnaires. Service quality is measured using dimensions adapted from SERVQUAL, including tangibles, reliability, responsiveness, assurance, and empathy. Consumer satisfaction is measured based on customers’ overall evaluation of service performance, while purchase decision is assessed through indicators reflecting consumer intention and actual buying behavior. Data analysis was conducted using multiple linear regression with the assistance of SPSS software, including validity and reliability tests, classical assumption tests, t-tests, F-tests, and coefficient of determination (R²).
The results indicate that service quality has a positive and significant effect on consumer purchase decisions. Furthermore, consumer satisfaction also significantly influences purchase decisions. Simultaneously, service quality and consumer satisfaction significantly affect purchase decisions, indicating that higher perceived service performance leads to greater customer satisfaction and ultimately strengthens purchasing decisions.
Abstract:This study aims to analyze the role of internal audit in enhancing the integrity of regional financial reports at the Gorontalo Provincial Inspectorate. The research employed a descriptive qualitative method, collecting…
data through in-depth interviews, observations, and document studies. The results indicate that internal audit plays a significant role through assurance, consultative, and risk-based supervisory functions, including regular audits, OPD financial report reviews, technical assistance, probity audits, and investigative audits. However, supervisory effectiveness is constrained by limited authority, resources, and OPD commitment. To overcome these challenges, the Inspectorate implements strategies such as utilizing information technology, improving coordination with OPDs, monitoring follow-up on audit recommendations, and ensuring auditor independence. These findings demonstrate that internal audit contributes to increased accountability and prevention of financial irregularities. The study offers practical implications for enhancing auditor capacity and OPD coordination, as well as recommendations for future research to broaden the scope of informants.