Quality of Public Services at Religious State University in The COVID-19 Era

https://doi.org/10.22146/jkap.73066

Fatimatuz Zahro Diah Putri Dani(1*), Dian Hafit Syaifullah(2)

(1) Badan Organisasi dan Sumber Daya Manusia (BOSDM) Badan Riset dan Inovasi Nasional
(2) Badan Organisasi dan Sumber Daya Manusia (BOSDM) Badan Riset dan Inovasi Nasional
(*) Corresponding Author

Abstract


This research analyzed the service quality of The Religious State University (PTKN) in the era of COVID-19. The research problems for this study can be formulated as: (1) How is the level of satisfaction of service users (students) with the services provided by PTKN in the COVID-19 era? (2) What service elements need to be maintained, improved and repaired the level of satisfaction? This study uses a quantitative method with a survey approach. The sampling technique in this survey is convenience sampling. The service quality measurement instrument refers to Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017, which is scientifically adapted from the five dimensions of ServPerf by Cronin and Taylor. The research result showed that the SQI value of the majority of PTKN surveyed is included in the category of “Very Good” service performance or with the category of service quality “A”. However, online teaching and learning activities (KBM) are new to all PTKN surveyed, so some service providers and service users still have to adapt to this new habit. This is one of the reasons the service application is the lowest element and needs to be repaired.

 


Keywords


COVID-19 era; quality; service; ServPerf; universities

Full Text:

PDF


References

Adyawarman, A. (2021). The Challenges of Public Innovation: Insights From Risk Governance in Batang Regency. Jurnal Kebijakan Dan Administrasi Publik, 25(1), 1–24. https://doi.org/https://doi.org/10.22146/jkap.62314

Arfan, S., & Nasution, M. S. (2021). Responsivity of Public Services in Indonesia during the COVID- 19 Pandemic. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4, 552–562. https://doi.org/10.33258/birci.v4i1.1638

Asrul, N. A. M. (2020). Ekspektasi dan Tingkan Kepuasan Mahasiswa terhadap Kualitas Layanan Pendidikan secara Daring selama Pandemi COVID 19. Jurnal Administrasi Publik, 16(2), 111–122. https://doi.org/10.52316/jap.v16i2.53

Chairiyaton, Zhafira, N. H., & Ertika, Y. (2020). Persepsi Mahasiswa Terhadap Kualitas Pelayanan Akademik Di Masa Pandemi COVID-19. Jurnal Bisnis Dan Kajian Strategi Manajemen, 4(2), 267–276. https://doi.org/10.35308/jbkan.v4i2.2621

Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296

Dwianto, R. A. (2021). Assessing E-Leadership in the Public Sector during the COVID-19 Pandemic in ASEAN. Jurnal Kebijakan Dan Administrasi Publik, 26(November), 90–111. https://doi.org/10.22146/jkap.62831

Eleazar. (2021). Daftar Perguruan Tinggi Keagamaan Negeri Masing-Masing Agama di Indonesia. Katolikku.Com. https://www.katolikku.com/news/pr-1611474236/daftar-perguruan-tinggi-keagamaan-negeri-masing-masing-agama-di-indonesia

Fathin, C. A., Achidsti, A., & Priambodo, D. I. (2016). Analysis of Three Actors: Roles of Government, Private Sector, and University toward Startup Growth in Yogyakarta. JKAP (Jurnal Kebijakan Dan Administrasi Publik), 20(1), 38. https://doi.org/10.22146/jkap.10642

Fraenkel, J. R., Wallen, N. E., & Hyun, H. H. (2012). How to design and evalute research in education (Beth Mejia (ed.)). McGraw-Hill.

Ghozi, S., Rakim, A. R., & Mahfud, M. (2019). Analisis Kinerja Layanan Perguruan Tinggi Menggunakan Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Journal of Data Analysis, 2(1), 31–42. https://doi.org/10.24815/jda.v2i1.14287

Ginting, V. R., Yolanda, A., & Sari, R. A. (2021). Tangibles Sebagai Faktor Yang Mempengaruhi Kualitas Pelayanan Perguruan Tinggi. BISMA Cendekia, 2(1), 1–5. Retrieved from http://ojs.politeknikcendana.ac.id/index.php/bisma/article/view/64

Hariany, Z., Prof, I., & Matondang, I. A. R. (2014). Analisis Indeks Kepuasan Masyarakat (IKM) terhadap Pelayanan Publik di Puskesmas XXX. Jurnal Teknik Industri FT USU, 5(2), 17–21. ISSN 2443-0579

Indrajit. (2020). Analysis Of Student Satisfaction Levels On Quality Of Service In Higher Education : Case Study Of University. Klabat Journal of Management, 1(1), 55–65.

Jonathan, L. C. A. R., & Siswanto, E. (2017). Quality of Public Services. Research Journal of Accounting and Business Management, Volume 1, No.1, June 2017: 14-28, 1 No 1, 14–28. https://doi.org/10.31293/rjabm.v1i1.2724

Kusyana, D. N. B., & Pratiwi, K. A. (2019). Skala Pengukuran Kualitas Layanan: Sebuah Kajian Literatur. Widya Manajemen, 1(2), 21–39. https://doi.org/10.32795/widyamanajemen.v1i2.354

Maidiana, M. (2021). Penelitian Survey. ALACRITY : Journal of Education, 1(2), 20–29. https://doi.org/10.52121/alacrity.v1i2.23Midawati, T. (2021). Efektifitas Pelayanan Akademik Daring Terhadap Kualitas Penyelesaian Studi Akhir Mahasiswa Di Masa Pandemi COVID-19 (Studi Kasus Jurusan Teknik Perencanaan Wilayah dan Kota Fakultas Sains dan Teknologi UIN Alauddin Makassar Tahun 2021). Jurnal Teknologi Pendidikan Madrasah, 4 no 1. DOI: 10.5281/zenodo.5579960

Mudhofar, M. (2021). The Effect of Performance Allowances on Motivation, Employees’ Work Achievement and Organizational Performance in Government Offices. Jurnal Kebijakan dan Administrasi Publik, 11(1), 101–110. https://doi.org/10.31289/jap.v11i1.4963

Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017 Tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik, (2017). https://peraturan.bpk.go.id/Home/Details/132600/permen-pan-rb-no-14-tahun-2017

Nugroho, F. A., Sumiharto, R., & Hujja, R. M. (2018). Pengembangan Sistem Ground Control Station Berbasis Internet Webserver pada Pesawat Tanpa Awak. IJEIS (Indonesian Journal of Electronics and Instrumentation Systems), 8(1), 1. https://doi.org/10.22146/ijeis.30126

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1985). A Conceptual Model Of Service Quality And Its Implications For Future Research. The Journal of Marketing, 49(4), Hlm. 41 s/d 50. https://doi.org/10.2307/1251430

Purwanto, E. A. (2008). Keluhan Sebagai Bentuk Partisipasi. JKAP (Jurnal Kebijakan Dan Administrasi Publik), 12(1). https://doi.org/10.22146/jkap.8391

Ratminto, & Winarsih, A. S. (2005). Manajemen pelayanan : pengembangan model konseptual, penerapan citizen’s charter dan standar pelayanan minimal. Pustaka Pelajar.

Rizki, M., Almi, A. T., & Kusumanto, I. (2021). Aplikasi Metode Kano Dalam Menganalisis Sistem Pelayanan Online Akademik FST UIN SUSKA Riau pada masa Pandemi COVID-19. 18(02), 180–187. http://dx.doi.org/10.24014/sitekin.v18i2.12710

Saepudin, Surjono, W., & Leviany, T. (2020). Aplikasi Importance Performance Analysis (IPA) dalam Menilai Kualitas Pelayanan Jasa Pendidikan pada Perguruan Tinggi Swasta di Wilayah IVB Aptisi Jawa Barat. JEMPER, 2(1), 27–36. DOI: 10.32897/jemper.v2i1.254

Shobaruddin, M. (2018). Critical Factor Influencing Electronic Government Capacity Building in Sragen Municipality Government Public Service Delivery. Jurnal Kebijakan dan Administrasi Publik, 22(2), 98–116. https://doi.org/10.22146/jkap.34105

Syaifullah, D. H. (2019). Tingkat Kepuasan Masyarakat Atas Layanan Keagamaan Yang Diselenggarakan Direktorat Jenderal Bimbingan Masyarakat (Ditjen Bimas) Buddha Tahun Layanan 2018. Jurnal SMART (Studi Masyarakat, Religi, Dan Tradisi), 5(1), 73–84. https://doi.org/10.18784/smart.v5i1.761

Taherdoost, H. (2016). Sampling Methods in Research Methodology; How to Choose a Sampling Technique for Research. International Journal of Academic Research in Management, 5(2), 18–27. https://dx.doi.org/10.2139/ssrn.3205035

Thalib, N., Ilato, R., & Abdussamad, J. (2020). The Implementation of the One-Stop Service (PTSP ) Policy to Improve the Service Quality at the Ministry of Religious Affairs Office in Gorontalo. Public Policy Journal, 1(1), 37–55. http://dx.doi.org/10.37905/ppj.v1i1.374

Vila, J., Corbella, R., Guàrdia, J., Navarro, J., Prades, A., Prats, J. M., & Tora, P. (2004). General Framework for the Handling of Students’ Suggestions, Complaints and Claims. Agència per a la Qualitat del Sistema Universitari de Catalunya. ISBN: B-38.64-2004

Wicaksono, A. T., & Purboningsih, D. (2021). Kualitas Pelayanan Pendidikan pada Masa Pandemi COVID-19. Ed-Humanistics. Volume 06 Nomor 02 Tahun 2021, 849–860. https://doi.org/10.33752/ed-humanistics.v6i2.2089



DOI: https://doi.org/10.22146/jkap.73066

Article Metrics

Abstract views : 715 | views : 1235

Refbacks

  • There are currently no refbacks.


Bookmark and Share


Copyright (c) 2023 JKAP (Jurnal Kebijakan dan Administrasi Publik)

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.