Revolutionizing Global Administration: PATEN Excellence Unveiled:

Lailul Mursyidah; Moch. Jalaluddin Rafsanjani

doi:10.21070/ijppr.v24i0.1330

(1) Lailul Mursyidah Universitas Muhammadiyah Sidoarjo
Indonesia
(2) * Moch. Jalaluddin Rafsanjani Universitas Muhammadiyah Sidoarjo
Indonesia
(*) Corresponding Author

DOI: https://doi.org/10.21070/ijppr.v24i0.1330

Abstract

This study investigates the quality of Integrated Administrative Services (PATEN) in the Dlanggu sub-district office, Mojokerto Regency. Utilizing a descriptive research design with a qualitative approach, the performance of administrative service employees is analyzed. Data collected through interviews, observation, and documentation reveal that service speed is commendable, and employee politeness and friendliness are satisfactory. While some service quality indicators are met, the overall service quality in Dlanggu District is deemed good and reasonably optimal. The study identifies both supporting factors and constraints affecting employee performance. This research contributes to the understanding of integrated administrative services and suggests potential areas for improvement in Dlanggu District, providing insights applicable to similar contexts globally.

Highlight :

Performance Assessment: Utilizing a qualitative approach, this study evaluates the performance of employees providing Integrated Administrative Services (PATEN) in Dlanggu Sub-District, offering insights into service quality indicators and efficiency.
Supporting Factors and Constraints: Through interviews and observation, the research identifies key factors influencing employee performance, shedding light on both supporting elements and constraints that impact the delivery of integrated administrative services.
Global Applicability: The study's findings contribute to the broader understanding of administrative service quality, providing valuable insights applicable to diverse contexts beyond Mojokerto Regency, with implications for global practitioners and policymakers.

Keywords: Integrated Administrative Services, Performance Analysis, Dlanggu Sub-District, Service Quality, Mojokerto Regency

References

[1] "Undang-Undang Nomor 25 Tahun 2009 Pasal 1 tentang Pelayanan Publik."
[2] "Keputusan Menteri (Pendayagunaan Aparatur Negara No. 25 Tahun 2009)."
[3] Gasperz in Aziz Sanapiah, "The certainty of service time, service accuracy, courtesy and friendliness, responsibility, completeness, and ease of obtaining service," 2000, p. 15.
[4] "Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 63 Tahun 2003."
[5] "Undang-Undang Nomor 23 Tahun 2014 tentang Pemerintahan Daerah Pasal 226 Ayat (2)."
[6] (Bansaleng, 2017), "Public services are focused on the district as the front line of service to the community."
[7] "Peraturan Menteri Dalam Negeri Nomor 4 Tahun 2010 tentang Pedoman Pelayanan Administrasi Terpadu Kecamatan (PATEN)."
[8] Azizah, "There are 14 types of services in each room or office of Integrated Administrative Services at the Sub-District (PATEN)," 2017.
[9] "Peraturan Bupati Mojokerto Nomor 78 Tahun 2008 tentang Pelimpahan Sebagian Kewenangan Bupati Mojokerto Kepada Camat."
[10] "Peraturan Bupati Mojokerto Nomor 18 Tahun 2009 tentang Pedoman Teknis Pelaksanaan Sebagian Kewenangan Bupati yang Dilimpahkan pada Camat."
[11] H.A.S Moenir, "Public service is an effort carried out by a group or individual or bureaucracy to assist the community in achieving a specific goal," 2002, p. 7.
[12] Parasuraman in Lupiyoadi, "To organize administrative services well," 2006.
[13] Parasuraman in Lupiyoadi, "Service quality tangibles include physical facilities, equipment, employees, and communication tools," 2006, p. 182.
[14] Parasuman in Sinambela Ljian Poltak, et al., "Dimensions representing consumer perceptions of service quality," 2006, p. 6.
[15] Parasuman in Lupiyoadi, "The desire of sub-district employees to assist service users and provide responsive service," 2006, p. 182.
[16] "Berdasarkan Peraturan Kecamatan Dlanggu Nomor 4 Tahun 2015 Tentang Pungutan."
[17] Atep Adya Barata, "Factors influencing the quality of internal service (organizational employee interaction)," 2003, p. 37

Revolutionizing Global Administration: PATEN Excellence Unveiled

Revolusi Administrasi Global: Keunggulan PATEN Terungkap

Abstract

References