Service Quality (Servqual) Toward Rawa Bebek’s Rusunawa Residents in Dki Jakarta
DOI:
https://doi.org/10.18196/jsp.v14i2.314Keywords:
Quality, Service Delivery, Rusunawa OccupantsAbstract
Bukit Duri community relocation process and Fish Market to Rawa Bebek Rusunawa until now many problems arise. Resettled communities with forced then stay in Rusunawa was difficult to find a job to sustain life. Services pro- vided Rusunawa Rawa Bebek Unit business is still far from adequate. This issue is interesting to study. The purpose of this study was to analyze the quality of service to the residents of Rawa Bebek Rusunawa and find and implement a service model that is suitable for occupants Rusunawa. Knives analysis Rawa Bebek Rusunawa service quality using measures: 1). Convenience; 2). Reliability; 3) Personal Attention; 4). Citizen Influence; 5). Fairness; 6). Problem-Solving Approach; 7). Fiscal Responsibility, and 8). Security. While Methods used are Descriptive methods with a qualitative approach. Interviews conducted in data collection. Data Analysis Techniques 3 tolls are done using Data Analysis NVivo 12 plus consisting of Crosstab Query, Cluster Analysis, Matric Coding Query, and Clustered Similarity. Results and Findings, Ser- vice UPRS, or Jakarta to the residents of Rawa Bebek Rusunawa not good, which got only 17% of the ratings high. The second discovery, Model Service to Residents Rusunawa composed after Ratings Service Quality. Furthermore, the model applied to the services found doing Rusunawa Assistance to Resi- dents of Rawa Bebek. Bank organizations formed eight garbage; occupants have alternative sources of money quickly so that residents feel helpless. Also, there should be capacity building for employees UPRS. Then UPRS, Occupants Rusunawa, and researchers preparing the proposed changes to policies regarding tariffs and elimination of fines rent-subsidized apartment, urban transport through Rusunawa, structuring River East Flood Canal as a tourist attraction water delivered to the Department of Housing and Area Settle- ment of Jakarta as the direct supervisor UPRS. Excellent service for residents reached the Rusunawa.
References
Bunawardi, R. S., Suzuki, Y., & Hiroki, Y. (2016). Utilization Driven Diversity of Public Space in Rumah susun Makassar, Indonesia. Procedia - Social and Behavioral Sciences, 227(November 2015), 325–333. https://doi.org/10.1016/j.sbspro.2016.06.078
Center, I. (2015). NVivo 12: Up and Running. University of Oxford, 1–68.
CHOI, J.-W. (2016). New Public Management or Mismanagements The Case of Public Service Agency of Indonesia. Journal of Government and Politics, 7(1), 104. https:// doi.org/10.18196/jgp.2016.0024
Denhardt, R. B., & Denhardt, J. V. (2003). The New Public Service: An Approach to Re- form. International Review of Public Administration, 8(1), 3–10. https://doi.org/10.1080/ 12294659.2003.10805013
Fanisa Sakina Harsari, Ika Bagus Priyambada, B. P. S. (2016). Studi Timbulan, Kosmopolitan dan Karakteritik dalam Perencanaan Teknis Operasional Pengelolaan Smapah di Rumah susun dan LPPU Universitas Diponegoro. Jurnal Teknik Lingkungan, 5(1).
Frinaldi, A., & Ali Embi, M. (2015). Influence of Public Service Quality in Citizen Satisfaction (Study in Private Hospital Y in Padang, West Sumatra Province). Journal of Government and Politics, 6(1), 102–114. https://doi.org/10.18196/jgp.2015.0008
Harasid, H., Roesyanto, R., Iskandar, R., & Silalahi, S. A. (2018). An analysis of the static load test on single square pile of 40x40 cm2, using finite element method in Rumah susun project, Jatinegara, Jakarta. IOP Conference Series: Earth and Environmen- tal Science, 126(1). https://doi.org/10.1088/1755-1315/126/1/012044
Isbandi Rukminto Adi. (2003). Intervensi Komunitas: Pengembangan Masyarakat Sebagai Upaya Pemberdayaan Masyarakat. Rajawali Pres. 9797691942, 9789797691943.
Labombang, M., & Rifai, A. (2012). Manajemen Pemiliharaan Rumah Susun Sederhna Sewa (Rumah susun) di Kecamatan Palu Barat. Infrastruktur, 2(1), 36–45.
Martin Cole, G. P. (2012). A New Model for Achieving High Performance in Public Service Organization. Unblocking Public Value. In Wiley (Vol. 66).
Matei, A., & Bujac, R. (2016). Innovation and Public Reform. Procedia Economics and Finance, 39(November 2015), 761–768. https://doi.org/10.1016/S2212-5671(16)30278-7
MeGuire, M. (2017). Collaborative Public Management/: Assessing What We Know and How We Know It. Wiley on Behalf of the American Society for Public Administration Stable, 66(Special Issues), 33–43.
Mulyadi, M. (2016). Dampak Negatif Reklamasi Teluk Jakarta. Majalah Info Singkat Kesejahteraan Sosial, VIII(08), 9–12. Retrieved from http://berkas.dpr.go.id/puslit/files/ info_singkat/Info Singkat-VIII-8-II-P3DI-April-2016-30.pdf
Mustafa, A., & Sugiarto. (2013). Analisis Pengaruh Kualitas Pelayanan Kepuasaan Penguhni (Studi Kasus Rumah susun Jrung Surakarta). E-Jurnal Matriks Teknik Sipil, 1(2), 63–68.
Mutiarin, D. (2014). Public Service Integrity Perception: Case Study In Kutai Kartanegara Regency, Indonesia. Journal of Government and Politics, 5(1), 92–103. https://doi.org/ 10.18196/jgp.2014.0008
Pratama, M. R. (2018). Innovation Process in Public Service/: Studying Innovation Pro- cess in Yogyakarta City Licensing Service Clinic Unit ( KLIPPER ). Journal of Govern- ment and Politics, 9(2), 250–268.
Purwaningdyah, N. W. (2018). Analisis Kualitas Pelayanan Rumah susun Gunung Sari Surabaya. Journal of Civil Enginering, 33(2), 75–85.
Puurwaningdyah, Ni. W. (2017). Analisis Kualitas Pelayanan Rumah susun di Surabaya, (Studi Kasus: Rumah susun Gunung Sari Rumah susun Siwalankerto, dan Rumah susun Penjaringan Sari III). Institute of Technologu Surabay, 1–197.
Ratih Wulandari, F., & Tirtariandi El Anshori, Y. (2012). Optimizing Public Service Through E-Gov Services (the Case of Public Service in South Jakarta Munici Pality). Journal of Government and Politics, 3(2), 369–390. https://doi.org/10.18196/jgp.2012.0021
Retnowati WD Tuti, N. Oneng Nurul Bariyah, Mawar, D. G. P. (2019). Pengaduan Penghui Rumah susun Presektif Agama (Endang Sul). UM Jakarta Press.
Rodgers, J., Briesacher, B. A., Wallace, R. B., Kawachi, I., Baum, C. F., & Kim, D. (2019). County-level housing affordability in relation to risk factors for cardiovascular dis- ease among middle-aged adults: The National Longitudinal Survey of Youths 1979. Health & Place, 59(August), 102194. https://doi.org/10.1016/j.healthplace.2019.102194
Sources(n/d) Tarif Air Bersih yang ‘Mencekik’ Warga Rumah susun Rawa Bebek (11 Nov 2017 pukul 21:41 WIB) https://kumparan.com/@kumparannews/tarif-air-bersih-yang-
mencekik-warga-rumah susun-rawa-bebek.
Sources(n/d)https://www.ombudsman.go.id/produk/lihat/197/SUB_BL_5a25a712a8- fc9_file_20180219_161742.pdf
Sources(n/d) https://ciliwungmerdeka.org/politik-hukum-rumah susun-dalam- penggusuran-paksa-warga-bukit-duri-studi-kasus-rumah susun-rawa-bebek/
Tuti, R. W. (2017). Kondisi Eksisting Tahun 2016 Pelayanan Rumah susun Rawa Bebek di DKI Jakarta. Swantara, 15(1), 71–87.
Twizeyimana, J. D., & Andersson, A. (2019). The public value of E-Government – A literature review. Government Information Quarterly, 36(2), 167–178. https://doi.org/10.1016/ j.giq.2019.01.001
Vera W. Soemarwi, Handika Febri, K. F. (2017). Politik Hukum Rumah susun dalam Penggusuran Paksa Warga Bukit Duri. Retrieved f rom http://www.ghbook.ir/ index.phpṢname&option=com_dbook&task=readonline&book_id=13650&page-
=73&chkhashk=ED9C9491B4&Itemid=218&lang=fa&tmpl=component
Zahro, R. I. (2016). Pengaruh Kualitas Pelayanan Dinas Pengelolaan Bangunan dan Tanah Terhadap Kepuasan Penyewa Rumah Susun Sederhana Sewa (Rumah susun) Waru Gunung Karang Pilang Surabaya. Kebijakan Dan Manajemen Publik, 4(3), 11– 21.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Jurnal Studi Pemerintahan is licensed under a Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0) license.
