Kajian Administrasi Publik dan ilmu Komunikasi
Judul Jurnal : Kajian Administrasi Publik dan ilmu Komunikasi Inisial : Kajian Frekuensi : Maret, Juni, September, dan Desember ISSN Cetak : 3063-850X ISSN Online : 3063-8488 Ketua Dewan Editor : Dr. Indra Kertati, MSi. DOI : 10.62383 Penerbit : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia Kajian Administrasi Publik dan ilmu Komunikasi, Jurnal ini ditujukan untuk publikasi artikel ilmiah yang diterbitkan oleh Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia, Jurnal ini menjadi ruang penting untuk mendalami interaksi yang kompleks antara administrasi publik dan ilmu komunikasi. Dengan fokus pada aspek-aspek kajian yang berkaitan dengan manajemen organisasi publik, kebijakan, dan strategi komunikasi, jurnal ini menghadirkan pemahaman yang mendalam tentang bagaimana komunikasi mempengaruhi berbagai aspek administrasi publik, serta sebaliknya. Para kontributor jurnal ini adalah akademisi, peneliti, dan praktisi yang memiliki keahlian di kedua bidang, sehingga memberikan pandangan yang luas dan terperinci. Artikel-artikel dalam jurnal ini menyoroti isu-isu seperti strategi komunikasi pemerintah, pengelolaan krisis, partisipasi masyarakat dalam proses kebijakan, dan peran media massa dalam membentuk opini publik. Kajian Administrasi Publik dan ilmu Komunikasi diterbitkan oleh Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia, bekerja sama dengan universitas dan didukung oleh Asosiasi Pengelola Jurnal Indonesia. Diindekes Oleh: Sponsor dan Mitra Jurnal:
Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia
Fungsi Humas sebagai Jabatan Fungsional dalam Meningkatkan Komunikasi Publik di SDN Sempusari 01 Jember
Public relations in schools plays a crucial role in building effective communication between the school and the community. Its primary functions include disseminating information, building a positive image, and establishing cooperation with external parties. This study aims to assess the implementation of the Public Relations function as a functional position in improving public communication at SDN Sempusari 01 Jember. The approach used was descriptive qualitative with data collection through interviews, observation, and documentation. The results indicate that although the Public Relations function has been implemented, its implementation is still not optimal. Communication activities such as publications and community engagement have been carried out, but are not well structured. The main obstacle lies in the lack of functional staff and understanding of the role of public relations. Therefore, improving the competence of teaching staff is necessary for a more optimal role of Public Relations in strengthening public communication in elementary schools.
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Etika Dakwah dalam Kasus Pelecehan Seksual Gus Elham: Analisis Perspektif Moral dan Sosial
This study is motivated by the emergence of public controversy surrounding the alleged sexual harassment case involving the preacher Gus Elham, which has sparked widespread debate about ethical boundaries in da’wah activities. This phenomenon reflects a moral and social crisis in contemporary da’wah practices, particularly in relation to power relations, child protection, and the moral responsibility of religious figures as public role models. This study aims to analyze violations of da’wah ethics in this case from moral and social perspectives, as well as to identify its impact on public trust in preachers and religious institutions. The method used is a descriptive qualitative approach through the analysis of online news, public statements, social media posts, interview recordings, and da’wah-related content associated with the case. The findings indicate that the actions in question not only violated norms of decency but also revealed a failure to understand principles of child protection and ethics of da’wah based on akhlakul karimah. Socially, the case demonstrates a moral crisis affecting religious authority and an increase in public skepticism toward religious figures. The implications of this study emphasize the importance of formulating stricter da’wah codes of ethics, strengthening ethical literacy among preachers, and integrating child protection values into da’wah practice to prevent similar cases from recurring.
Kualitas Pelayanan Publik pada Pembuatan Akta Kelahiran di Dinas Kependudukan dan Pencatatan Sipil Kota Gorontalo
This study aims to determine and analyze the Quality of Public Services in Making Birth Certificates at the Population and Civil Registration Office of Gorontalo City. Viewed from the aspects: (1) Tangible (Physical Evidence), (2) Reliability (Reliability), (3) Responsiveness (Responsiveness), (4) Assurance (Guarantee), (5) Empathy (Empathy). This research method uses a Qualitative Approach with a Descriptive type. Data collection techniques used in this study are observation, interviews, and documentation. The results of the study indicate that in general the quality of public services in making birth certificates at the Population and Civil Registration Office of Gorontalo City has been running well, although there are still some obstacles. In the Tangible dimension, the infrastructure is adequate but still needs to be updated on technological devices. In the Reliability dimension, the service has followed the established procedures and completion times, although sometimes hampered by system disruptions. The Responsiveness dimension shows that employees are quite responsive in responding to community needs, but need to increase effectiveness when queues are high. In the Assurance dimension, employees are competent and maintain data security, supported by technical training in population administration management. Meanwhile, in the Empathy dimension, employees are friendly and caring, although individual attention to the public is reduced during peak hours.
Analisis Konten Promosi AIESEC Future Leaders
This study aims to describe the characteristics of AIESEC Future Leaders (AFL) promotional content on the Instagram account @aiesecupnvy using a descriptive qualitative approach and Charles Sanders Peirce's semiotic analysis. Promotional content was chosen as the focus of the research because it plays a crucial role in building audience interest and understanding of the self-development programs offered. The research results indicate that AIESEC UPNVY utilizes several types of visual and verbal signs designed to attract attention and build emotional closeness with its target audience, namely students and young people. Content highlighting program benefits, testimonials from previous participants in the form of single words, expressions of delegates' happiness, and symbolic videos about togetherness proved effective in creating social proof and strengthening AFL's image as a program that provides valuable experiences. This strategy aligns with the AIDA principle, where each piece of content is designed to attract attention, generate interest, cultivate desire, and encourage registration action. Additionally, using a cutting-edge approach thru creative visuals, short narratives, and authentic content strengthens the promotional appeal on digital platforms. Overall, this study concludes that the AFL promotional content has been strategically and innovatively crafted, enabling it to enhance the effectiveness of marketing communication and help strengthen audience engagement with the program.
Pengembangan Sumber Daya Manusia dalam Meningkatkan Kinerja Pegawai pada Dinas Kesehatan Lombok Timur
Human resource development is the process of preparing individuals to take on higher or different responsibilities within an organization, including enhancing intellectual abilities to support efficient task performance. This study aims to determine the extent to which human resource development contributes to improved employee performance at the East Lombok Regency Health Office. The qualitative, descriptive approach involved eight informants, consisting of officials familiar with the implementation of human resource development and staff who had participated in the program. The results indicate that education and training conducted by the East Lombok Regency Health Office have supported improved employee performance, as evidenced by more structured task implementation, public health monitoring surveys, and a decrease in maternal and infant mortality rates. However, in terms of human resource management, there are still shortcomings, with an average of 28 health workers per health facility, both civil servants and non-civil servants, reflecting an imbalance in workforce needs. Furthermore, the implementation of human resource development is supported by leadership commitment, inter-agency collaboration, and budget support from the provincial and central governments. However, it is hampered by limited qualified personnel, frequent policy changes, and the impact of natural disasters.
Komunikasi Kebijakan Publik Pemerintah dalam Mengumumkan Kenaikan Gaji Guru ASN dan Non ASN 2025
This study aims to analyze the government's communication strategy in communicating the salary increase policy for State Civil Apparatus (ASN) and non-ASN teachers in 2025. The study used a qualitative approach using a literature review method, examining various official government sources, policy reports, and relevant scientific publications. The analysis focused on three main aspects of the communication strategy: information transmission, message clarity, and consistency of communication between institutions. The results show that the government has utilized various communication channels, both conventional and digital, to disseminate the policy to the public. However, several obstacles remain, such as limited access to information in remote areas, the emergence of misinformation on social media, and suboptimal communication coordination between relevant institutions. On the other hand, the development of digital technology and the increasing transparency of public information provide significant opportunities to strengthen the effectiveness of policy communication. A more integrated, clear, and inclusive communication strategy is considered crucial for increasing public understanding and support for the teacher salary increase policy. This policy is expected to not only improve teacher welfare but also contribute to the sustainable improvement of the quality of national education.
Layanan Kesehatan Digital pada Puskesmas Payung Sekaki Kecamatan Payung Sekaki Kota Pekanbaru
This study examines the implementation of digital health services via the Mobile JKN application at the Payung Sekaki Community Health Center in Pekanbaru City and explores factors affecting service effectiveness, especially complaints about long waiting times. Using a descriptive qualitative approach based on the Mobile Health Acceptance Model by Handayani et al. (2021), the study focuses on five constructs: ease of use, system availability, system responsiveness, health workers’ digital skills, and user trust. The results show that Mobile JKN has significantly simplified administrative processes, accelerated registration, and improved service efficiency at the health center. Effectiveness is supported by factors such as the application’s general ease of use, faster queue data processing, and adequate digital skills among staff. Users also show a high level of trust, though queue time estimation still needs improvement. Despite these benefits, complaints about long waits persist due to patients who register online but still queue manually and misunderstandings between Mobile JKN and e-Puskesmas queue numbers. Late patient arrivals also contribute to delays. Overall, Mobile JKN proves effective in enhancing digital health services, but further optimization is needed through better socialization of service procedures, accurate queue information, and improved system integration to maximize the advantages of digitalization.
Pengaruh Pesan Kampanye Public Relations #SalingSilang Terhadap Sikap Followers Instagram Komunitas @lyfewithless
This research is motivated by the increasing amount of waste caused by high levels of public consumption, limited waste management facilities, and low environmental awareness. Lyfe With Less, an eco-friendly community, utilizes the function of Public Relations to deliver information and raise public awareness. This study aims to (1) identify the #SalingSilang campaign message conducted by Lyfe With Less, (2) examine the attitudes of Instagram followers of @lyfewithless toward the campaign, and (3) measure the influence of the #SalingSilang Public Relations campaign message on followers’ attitudes. The research applies the Campaign Message Design Theory, which includes message content, structure, and framing, as well as the Attitude Component Theory, which covers cognitive, affective, and conative aspects. A quantitative approach was used with a survey method by distributing questionnaires to 81 respondents selected randomly through probability sampling. The results show that the #SalingSilang campaign message received positive responses and had a significant and strong influence on followers’ attitudes. Within the Public Relations campaign message, the key message was found to be the most influential factor in the message content dimension, while in followers’ attitudes, the conative component showed the greatest change, particularly in reducing overconsumption and encouraging the optimal use of products.
Kualitas Pelayanan Program Jaminan Kesehatan Nasional pada Pusat Kesehatan Masyarakat di Cengkareng Jakarta Barat
The National Health Insurance Program (Jaminan Kesehatan Nasional or JKN) is a government initiative aimed at ensuring equitable, accessible, and affordable healthcare services for all Indonesian citizens. Since its implementation in 2014, the program has covered more than 90% of the population; however, several challenges remain, particularly concerning the quality of services at primary healthcare facilities such as community health centers (puskesmas). This study aims to analyze the quality of JKN services at the Cengkareng Public Health Center, West Jakarta, using the five dimensions of service quality proposed by Parasuraman: tangibles, reliability, responsiveness, assurance, and empathy. The research employed a descriptive qualitative method through in-depth interviews, direct observations, and document analysis involving healthcare workers and JKN patients. The findings indicate that the overall service quality at Puskesmas Cengkareng remains suboptimal. The tangibles and assurance dimensions are relatively good, while reliability, responsiveness, and empathy are still lacking. Major complaints include long waiting times, poor doctor–patient communication, and unfriendly staff attitudes. These findings highlight the need for improving human resource professionalism, strengthening service management systems, and conducting periodic evaluations to enhance the overall quality and patient satisfaction among JKN participants.
Evaluasi Website SIPENDUDUK dalam Meningkatkan Pelayanan Admnistrasi Kependudukan Disdukcapil di Kecamatan Rumbai Timur Kota Pekanbaru
The administration of population services in Rumbai Timur District continues to face challenges following the regional expansion that required residents to update their civil documents. The SIPENDUDUK website was introduced to simplify digital submissions; however, its implementation has not been fully effective. A portion of the community, particularly older adults and individuals with low digital literacy, still struggles to navigate service flows and upload required documents. This study aims to evaluate the service quality of the SIPENDUDUK website in improving the effectiveness of civil administration services. A descriptive qualitative method was employed through observations and interviews with officers and service users. The findings indicate that although the website has facilitated administrative processes, its accessibility has not yet reached all user groups due to varying technological capabilities. The system shows adequate efficiency and stability, although several technical issues remain. Service security is maintained through controlled access and a simplified interface. User support is provided through direct assistance from the local office, including manual guidance and mobile outreach services. These results highlight that the success of digital services depends not only on system quality but also on user readiness. This evaluation is expected to contribute to improving the effectiveness, inclusiveness, and overall quality of population administration services in Rumbai Timur District.
Evaluasi Peraturan Daerah Nomor 3 Tahun 2016 Tentang Penataan dan Pemberdayaan Pedagang Kaki Lima
The issue of street vendors (PKL) in Sidoarjo Regency, particularly in the Gading Fajar area, has become a significant concern as it relates to public order, the use of public space, and the economic dynamics of small communities. To address these challenges, the Sidoarjo Regency Government enacted Regional Regulation Number 3 of 2016 as the legal basis for structuring and empowering PKL. This study examines how the regulation is implemented in practice and evaluates its effectiveness using a qualitative descriptive method through interviews, observations, and documentation, analyzed with Leo Agustino’s policy evaluation model, which assesses five key aspects: administrative resources, institutional coordination, infrastructure and technology, financial support, and regulatory adequacy. The findings show that the implementation of the regulation has not yet reached optimal performance, as limited socialization, insufficient personnel, weak coordination among agencies, inadequate supporting facilities, and low compliance with zoning rules hinder the achievement of policy objectives. These issues are reflected in the continued presence of PKL operating in non-designated areas despite clear regulatory provisions. Therefore, strengthening institutional capacity, improving facilities, enhancing enforcement consistency, and developing more operational technical guidelines are essential to ensure more effective and sustainable management and empowerment of street vendors in Sidoarjo Regency.
Analisis Efektivitas Program Kartu Jakarta Pintar Plus (KJP Plus) Tingkat Sekolah Menengah Pertama (SMP) di Jakarta Selatan
This study aims to determine the effectiveness of the Jakarta Smart Card Plus (KJP Plus) Program at the Junior High School (SMP) level in South Jakarta in 2024. The program is an initiative by the Provincial Government of DKI Jakarta to ensure access to education for underprivileged families. This research employs Sutrisno’s (2007) program effectiveness theory, which includes five key indicators: program understanding, target accuracy, timeliness, goal achievement, and real change. The research method used is a descriptive qualitative approach, with data collection techniques including interviews, observations, and documentation involving informants from the South Jakarta Region I Education Sub-Department, school principals, students, and parents of KJP Plus beneficiaries. The results of the study indicate: (1) Understanding of the program is still uneven, particularly among parents who lack knowledge about the mechanism and use of KJP Plus; (2) Target accuracy is not optimal, as some recipients are economically capable, such as those who own cars or fall into higher welfare deciles; (3) The timeliness of fund distribution is generally good, although there are still some administrative delays; (4) Goal achievement is evident through reduced school dropout rates and increased educational participation, but not evenly across all areas; and (5) Real change is felt by most beneficiaries through easier access to education and provision of school supplies, although misuse of funds for non-educational purposes is still present. Overall, the effectiveness of the KJP Plus program at the SMP level in South Jakarta is deemed suboptimal, highlighting the need for improved data accuracy, stricter fund usage monitoring, and broader program socialization.
Pengaruh Tayangan Debat Calon Presiden di Media Penyiaran Multi Platform terhadap Partisipasi Politik pada Pemilu 2024
Political participation is an important aspect in a democratic state structure, as well as a characteristic feature of political modernization. Political participation influences the legitimacy of society regarding the running of a government. One way of implementing political participation is through General Elections (Pemilu). The aim of this research is to determine the influence of presidential candidate debate broadcasts on multi-platform broadcast media on the political participation of FISIP UMJ student class of 2020. This research has an independent variable, namely presidential candidate debate broadcasts with the dimensions of frequency, attention and duration, and has a dependent variable, namely providing voting rights in elections, lobbying with officials, becoming a member of a political party. This research method uses a survey method by distributing questionnaires online to respondents via Google Form which aims to collect data from a sample of 2020 FISIP UMJ students who actively watch presidential candidate debates and know about political participation, with a total of 66 respondents selected. The data collection tool uses a questionnaire using a Likert Scale. The results of this research show that the presidential debate broadcast has an influence on political participation, which has a value of 0.736 or 73.6%, which means that the presidential debate broadcast influences political participation by 73.6% and the rest is influenced by other factors.
Strategi Government Public Relations dalam Pengelolaan Media Sosial Instagram @Kementerianpertanian
The development of digital technology has encouraged the government to utilize social media as an effective means of public communication. The Ministry of Agriculture is one institution that actively uses Instagram to convey information, build a positive image, and interact with the public. This study aims to determine the Public Relations strategy in managing the Instagram social media account @kementerianpertanian. This study uses the Public Relations strategy theory from Cutlip and Center, which consists of four stages: problem identification, planning and programming, communication and action, and evaluation. The research method used is a descriptive qualitative approach, with data collection techniques through in-depth interviews and documentation of the Ministry of Agriculture's Public Relations team. The results show that the Ministry of Agriculture's Public Relations has implemented a planned communication strategy, starting from planning informative and educational content, utilizing Instagram features such as reels, stories, and live to increase interaction, to routine evaluation based on engagement data (likes, shares, comments, and saves). This strategy also adapts to social media trends and audience needs. Public Relations actively responds to user questions and comments to maintain two-way communication. However, challenges such as negative comments, limited resources, and changes in the Instagram algorithm are obstacles that still need to be overcome. Overall, the implemented strategy has successfully supported the improvement of the image and transparency of public information within the Ministry of Agriculture.
Peran Aplikasi DANA untuk Meningkatkan Kemudahan Transaksi Non Tunai
The development of digital technology has driven significant changes in people's transaction patterns, including the increased use of app-based financial services. This study aims to analyze the role of the DANA app in increasing the convenience of cashless transactions in Indonesia. The method used was a literature review, analyzing journals, reports, and official documents related to the use of digital wallets and the development of DANA services over the past three years. The results show that DANA contributes to accelerating transaction processes, increasing accessibility to financial services, and providing secure and efficient payment features. Features such as QRIS, flexible balance top-ups, instant transfers, and integration with various public and commercial services have proven to facilitate users' cashless transactions. However, challenges remain, including unequal digital literacy, data security risks, and network limitations in some regions. Overall, the DANA app plays a crucial role in accelerating the digital payment ecosystem and increasing transaction convenience for the Indonesian people.
Transparansi Pelayanan Publik di Kantor Kecamatan Kota Timur Kota Gorontalo
This study aims to determine and describe the transparency of service procedures, the ease of procedures, and the ease of obtaining information at the Kota Timur District Office in Gorontalo City. Using a qualitative, descriptive approach through observation, interviews, and documentation, the study results indicate that transparency of service procedures has been effectively implemented through the provision of clear, complete, and easily accessible information to the public. Information regarding service types, requirements, completion times, and fees is published through bulletin boards, brochures, social media, and direct explanations from officers, so that the public can understand the service process without confusion. In terms of ease of procedures, the service flow has been designed to be simple, concise, and user-friendly, ensuring ease of access for service applicants and even for vulnerable groups such as the elderly. Furthermore, the ease of access to information is also evident in the use of various communication channels, both in person and digitally. Information boards, leaflets, social media, and digital displays are actively used to disseminate information so that the public can understand procedures before visiting the office and better prepare documents. Overall, these three indicators demonstrate that the Kota Timur District Office is committed to implementing the principle of transparency in public services, although further innovation is needed to ensure information reaches a wider and more equitable public.
Konstruksi dan Resistensi Beban Ganda Kaluna dalam Film Home Sweet Loan Berdasarkan Performativitas Judith Butler
This study analyzes the process of construction and resistance to the double burden experienced by the character Kaluna in the film Home Sweet Loan (2024) through the perspective of Judith Butler's gender performativity. Using qualitative content analysis on 13 key scenes, it was found that Kaluna's double burden of office work and bearing the economic and domestic responsibilities of an extended family was constructed through stylized repetition of acts. The results show that Kaluna experiences a double burden of professional and domestic work shaped by social norms and family expectations. However, the film also depicts Kaluna's resistance to this construction through verbal and emotional actions and personal decisions that challenge the patriarchal structure. This study concludes that Home Sweet Loan not only represents the double burden of modern women, but also shows women's agency in resisting and negotiating their gender identity. These actions deconstruct oppressive gender identities and form a new, independent subjectivity. The film emphasizes that the double burden of women is not a natural law, but rather a social performance that can be resisted.
Komodifikasi Tubuh dalam Narasi "Pemersatu Bangsa" pada Kampanye Lingkungan: Analisis Wacana Kritis Konten Pandawara
This study examines the commodification of women’s bodies within environmental campaign content on digital media, focusing on a video produced by Pandawara Group that addresses textile waste issues. Although the campaign aims to raise ecological awareness, the visual emphasis on a female body particularly the exposure of a bra redirected public attention from environmental messages to sexualized interpretations in the comment section. This research aims to analyze how such meaning shifts occur through representation and audience interpretation. Using Sara Mills’ Critical Discourse Analysis, this study focuses on subject–object positioning and reader positioning in both visual and verbal elements of the content. The data consist of one campaign video and selected public comments on TikTok, analyzed qualitatively. The findings reveal that women are positioned as visual objects rather than active subjects within the discourse, while audiences are constructed as observers of the female body instead of interpreters of environmental issues. The recurring use of the phrase “content that unites the nation” further legitimizes sexualized readings and reinforces dominant gendered discourse. Importantly, the study finds that such interpretations are reproduced not only by male audiences but also by female users, indicating the internalization of dominant visual culture in digital spaces. This study contributes to gender and media studies by demonstrating that environmental campaigns are not free from gender bias and that visual representation plays a crucial role in shaping unintended meanings within social campaigns.
Pemberdayaan Perempuan dalam Pengembangan Desa Wisata Pekunden Kecamatan Banyumas Kabupaten Banyumas
This article analyzes women’s empowerment in the development of Pekunden Tourism Village, Banyumas District, Banyumas Regency, focusing on the role and contribution of women in tourism based on local creativity. Using Kartasasmita's (1996) empowerment framework, which includes enabling, empowering, and protection, the study collects data through interviews, observations, and documentation from key informants such as the village head, tourism awareness group, and women entrepreneurs in Oemah Batik, Oemah Manggleng, Dragon Fruit Garden, and Kampoeng Nopia Mino. The findings reveal that women’s empowerment in Pekunden Tourism Village has fostered a supportive environment, enhanced women’s capacity, and ensured business protection. Training programs and the development of local products have expanded economic opportunities, increased women’s participation in decision-making, and improved family welfare. Overall, women’s empowerment has made a significant contribution to local socioeconomic development, positioning Pekunden Tourism Village as a successful model of synergy between tourism and community empowerment. This case exemplifies the positive impact of regional autonomy in promoting local creativity and economic growth through tourism.
Pengaruh Pesan Kampanye Public Relations #MulaiDariMejaRias terhadap Brand Image Avoskin di Instagram
After achieving success with the #LoveAvoskinLoveEarth initiative, Avoskin continues its efforts by launching a new eco-friendly campaign called #MulaiDariMejaRias. In this campaign, Avoskin invites skincare product users to be more careful in choosing care items, and to use appropriate products for simplicity and sustainability. Brand image plays a very important role in marketing its products. One way to build a positive view in the community is through campaign activities. This study aims to analyze the impact of the message from the #MulaiDariMejaRias campaign via Instagram @avoskinbeauty, assess Avoskin's Brand Image related to the campaign, and evaluate the influence of public relations messages in the #MulaiDariMejaRias campaign on Avoskin's Brand Image on Instagram. The theory applied in this study refers to Messages from Perloff (2017), Soemirat, Soleh & Ardianto (2018) regarding brand image variables. The approach used in this study is a quantitative approach with a survey method to 86 respondents of Instagram followers @avoskinbeauty, using a random sampling technique. The research results showed a 41% impact of the #MulaiDariMejaRias public relations campaign message on Avoskin's brand image on Instagram. Furthermore, the #MulaiDariMejaRias campaign message was emotionally and linguistically effective, and the campaign successfully improved brand image through audience attitudes.
Kualitas Pelayanan Publik di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Pohuwato
This study aims to examine the quality of public services at the Population and Civil Registration Office (Disdukcapil) of Pohuwato Regency using the SERVQUAL model, which comprises five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This research was conducted in response to persistent public complaints regarding slow service processes, long queues, limited facilities and infrastructure, network disruptions, as well as insufficient information and uncertainty concerning service completion time. The study employed a descriptive qualitative approach through observation, interviews with Disdukcapil employees and community members, and documentation. The findings indicate that the quality of public services has not yet been optimal. The Tangibles dimension remains weak due to inadequate service facilities. Reliability has not been fully achieved as a result of delays in document issuance and system disruptions. Responsiveness among service officers is inconsistent in addressing public complaints. In terms of Assurance, officers demonstrate adequate professionalism; however, transparency in procedures and service timelines remains inconsistent. Meanwhile, in the Empathy dimension, attention to the community particularly vulnerable groups still needs improvement. Overall, the public services provided by Disdukcapil Pohuwato have not fully met community expectations and require improvements in facilities, staff competence, and the effectiveness of service systems.
Efektivitas Program Bantuan Pangan Non Tunai (BPNT) di Desa Tolotio Kecamatan Tibawa Kabupaten Gorontalo
The Non-Cash Food Assistance Program (BPNT) is a government policy aimed at reducing the expenditure burden of poor households through the provision of food assistance in non-cash form. However, its implementation at the village level still faces various challenges. This study aims to analyze the effectiveness of the BPNT Program in Tolotio Village, Tibawa District, Gorontalo Regency, and to identify the factors influencing its implementation. This research employed a qualitative approach with a descriptive method. Data were collected through in-depth interviews, field observations, and document analysis involving village government officials, the Social Affairs Office, BPNT facilitators, and beneficiary communities. The results indicate that the implementation of BPNT in Tolotio Village is relatively effective in supporting food needs and enhancing the independence of Beneficiary Families (KPM). Nevertheless, several issues remain, including inaccurate targeting of beneficiaries, limited technological literacy, and insufficient transparency and updating of beneficiary data. The factors affecting program effectiveness include the availability of implementing resources, the support of physical facilities and technology, the effectiveness of communication among stakeholders, and the level of community acceptance and response. The findings imply the need for regular data updating, improved socialization, and strengthened coordination and supervision to ensure that the BPNT Program is implemented more fairly, accurately targeted, and sustainably.
Peningkatan Keterampilan Komunikasi Pelayanan Publik Bagi Tenaga Kesehatan
This study aims to explore the communication styles and experiences of healthcare workers in enhancing public service communication skills at Petir Community Health Center (Puskesmas Petir) in Tangerang City. Effective communication is a crucial factor in the quality of healthcare services for patients; however, various challenges such as time constraints, differences in patients’ backgrounds, and work pressure often hinder optimal interactions. This research employs a qualitative approach with a case study method, involving in-depth interviews, participatory observations, and document analysis to uncover the experiences, perceptions, and practices of healthcare workers in communicating with patients and the community. The findings indicate that communication skills are improved through internal training, peer mentoring, and the adaptation of communication strategies to match patient characteristics. Additionally, personal motivation, managerial support, and a conducive work environment play significant roles in the successful implementation of communication strategies. The results of this study provide an in-depth understanding of public service communication practices within the community health center context and serve as a basis for recommendations in developing training programs and policies to enhance the quality of interactions between healthcare workers and the community.