KUALITAS PENYELENGGARAAN PELAYANAN PUBLIK (STUDI TENTANG KUALITAS PELAYANAN JASA TRANSPORTASI di STASIUN WONOKROMO SURABAYA)

  • Rina Dwi Wahyuni
DOI: https://doi.org/10.30996/jpap.v3i2.1268

Abstract

This research entitled Quality Organization of Public Service (Study About Quality Service Transportation Services at Wonokromo Station Surabaya). This study aims to determine the quality of service at Wonokromo station. This research is descriptive using qualitative. Technique of data collection is done by observation, interview, and documentation.

 

The research informants in this study are Head Station Wonokromo, Kasubur CC Station Wonokromo and passenger Station Wonokromo.

 

From the results of the research can be seen that the service quality is considered good. The result of this research is connecting from Parasuraman theory that is from Direct Evidence dimension, Reliability, Responsiveness, Guarantee, and Empathy.

 

Keywords : Quality of Service, Public Servuce, Qualitative

Downloads

Download data is not yet available.

References

Batinggi, Ahmad. 2011. Manajemen Pelayanan Umum. Jakarta: Universitas Terbuka

Black, J.A. (1981), Urban Transport Planning: Theory and Practice, London,. Cromm Helm

Dagun. Save M. (2006:126). Busway, Terobosan Penanganan Transportasi Jakarta. Jakarta. Pustaka Sinar Harapan.

Fandy Tjiptono, 1996, Manajemen Jasa, Penerbit Andi, Yogyakarta

Hidayat dan Sucherly, 1996. “Peningkatan Produktifitas Organisasi Dan Pegawai Negeri Sipilâ€, Majalah Prisma, Nomor II

Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 15 Tahun 2014 Tentang Pedoman Standar Pelayanan

Kristiadi, J.B., 1998, Deregulasi dan Debirokratisasi Dalam Upaya Meningkatkan Mutu Pelayananâ€, Pembangunan Administrasi di Indonesia, LP3ES, Jakarta

Marshall andRossman. 2007. Designing Qualitatitative Research. London: Sage.

Moenir. 2008. Manajemen Pelayanan Umum Di Indonesia. Jakarta: PT. Bumi.

Nana Syaodih Sukmadinata (2009). Metode Penelitian Pendidika: Remaja Roskakarya.

Nasution, S.. (1996). Metode Penelitian Naturalistik-Kualitatif. Bandung : Tarsito.

Ndraha T. 1990. Pembangunan Masyarakat Mempersiapkan Masyarakat Tinggal Landas.

Jakarta: Rineka Cipta

, (1997). Metodologi Ilmu Pemerintahan.Jakarta: Rineka Cipta. Pamudji, 1994.Profesionalisme Aparatur

Negara dalam Meningkatkan Pelayanan dan Perilaku Politik Publik.Jakarta: Widya Praja.1994, Kepemimpinan di Indonesia, Bumi Aksara, Jakarta

Rasyid, R.B.F.A. (2015). Kualitas Pelayanan Transportasi Publik (Studi Deskriptif tentang Kualitas Pelayanan Jasa Angkutan Umum Perum Damri Unit Angkutan Bus Khusus Gresik-Bandara Juanda). Jurnal.

Ryaas Rasyid, 1997, Birokrasi Pemerintahan Politik Orde Baru, Yasrif Watampone, Jakarta.

Septina, Lisa. (2011). Kualitas Pelayanan Transportasi Kereta Api (Studi Kasus Pelayanan Di Atas Kera Api Turangga pada tahun 2011. Skripsi. Universitas Pembangunan Nasional “Veteran†Jawa Timur.

Setyawan, Henri. (2012). Kualitas Layanan Transportasi ( Studi Kasus Transjakarta Busway Di Provinsi Daerah Khusus Ibukota Jakarta). Tesis. Universitas Indonesia.

Sjahrir. (1986). “Ekonomi Politikâ€. LP3ES, Jakarta Aksara.

Simbolon, Masri Maringan. 2003. Ekonomi Transportasi. Jakarta : Ghalia Indonesia.

Singarimbun, Masri dan Sofian Effendi. 1989. Metode Penelitian Survey. LP3ES

Sugiyono. (2005). Metode Penelitian Administrasi. Bandung: alfabeta.

. (2010). Metode Penelitian Kuantitatif Kualitatif & RND. Bandung : Alfabeta.

. 2012.Metode Penelitian Bisnis. Bandung : Alfabeta

Sukirno, Sadono, 2006. Ekonomi Pemban gunan (Proses, Masalah, dan Dasar Kebijaksanaan).Jakarta Fakultas Ekonomi Universitas Indonesia.

Sukmadinata, Nana Syaodih. 2013. Metode Penelitian Pendidikan. Bandung : PT. Remaja Rosdakarya.

Supranto. 1997. Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: PT Rineka

Supriatna, Tjahya, 1996,Administrasi Birokrasi dan Pelayanan Publik, Nimas Multima, Jakarta.

Susanti, Sri. (2014). Kualitas Pelayanan Publik Bidang Administrasi Kependudukan Di Kecamatan

Gamping. Skripsi. Universitas Negeri Yogyakarta.

Thoha,Miftah. 1995. Kepemimpinan dalam Manajemen, PT Raja Grafindo Persada: Jakarta

Tjiptono, Fandi, 1996. Manajemen Jasa, Andi. Yogyakarta.

Triguno, 1997 “Administrasi Pemerintahan dan Pembangunan, CV HAJI MASAGUNG, Jakarta

UU No. 25 Tahun 2009 tentang Pelayanan Publik

Wiyanto,Agus,1995:Penilaian Kinerja Organisasi Publik,Yogyakarta,.

Published
2017-10-13
How to Cite
Wahyuni, R. (2017). KUALITAS PENYELENGGARAAN PELAYANAN PUBLIK (STUDI TENTANG KUALITAS PELAYANAN JASA TRANSPORTASI di STASIUN WONOKROMO SURABAYA). JPAP: Jurnal Penelitian Administrasi Publik, 3(2). https://doi.org/10.30996/jpap.v3i2.1268
Issue
Vol 3 No 2 (2017)
Section
Articles
Copyright (c) 2017 Rina Dwi Wahyuni

Authors whose manuscript is published will approve the following provisions:

  1. The right to publication of all journal material published on the JPAP website is held by the editorial board with the author's knowledge (moral rights remain the property of the author).

  2. The formal legal provisions for access to digital articles of this electronic journal are subject to the terms of the Creative Commons Attribution-ShareAlike (CC BY-SA) license, which means Jurnal Persona reserves the right to store, modify the format, administer in database, maintain and publish articles without requesting permission from the Author as long as it keeps the Author's name as the owner of Copyright.

  3. Printed and electronic published manuscripts are open access for educational, research and library purposes. In addition to these objectives, the editorial board shall not be liable for violations of copyright law.