ISSN 2303 - 3411
Vol. 2 / No. 2 / Published : 2014-02
Order : 308, and page :308 - 318
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Original Article :
Services innovation strategies in improving the quality of service in land office surabaya ii
Author :
- Nurul Hilda*1
- Drs. Eko Supeno., M.Si*2
- Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik
- Dosen Fakultas Ilmu Sosial dan Ilmu Politik
Abstract :
This study aims to describe how service innovation strategy at the Land Office in improving quality of service and user satisfaction. The number of complaints / reports concerning public services to relevant agencies or state agencies that oversee public services in Indonesia is the background in this study. In 2012, based on the type of agencies reported, the Land Office get the highest complaints compared to other agencies. To find out the innovation strategy in Surabaya City Land Office II, researcher uses combination of typology, level and category innovation of Muluk, five innovation attributes of Rogers and Quality Dimensions of Zeithaml. Using qualitative research methods and descriptive type. This research was conducted at study sites namely Surabaya Land Office II. Informants interviewed are officers / staff and service users of the Surabaya City Land Office II. The techniquesdone to determine informant are purposive sampling, data collection by observation, interviews, and documentation. Data analysis done using data reduction, data display and conclusion. The results obtained in this study indicate that. The implementation of service innovation used by Surabaya City Land Office II is a service system improvement process of general service standard at the Land Office across Indonesiathatexisted before. Service innovation done by Surabaya City Land Office II also complies with the innovation attributes by Rogers but still needed improvement constantly. Quality of service at the Land Office in Surabaya II is considered to be quite good, although still needs improvement in the physical facilities and the development of Human Resources
Keyword :
Innovation Strategy, Quality of Service, Land,
References :
Muluk, Khairul,(2008) Knowledge Management : Kunci Sukses Inovasi Pemerintah Daerah Malang : FIA UNIBRAW
Archive Article
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Content |
Volume : 2 / No. : 2 / Pub. : 2014-02 |
- Analysis Implementation Of Mayor Regulation About Procedure Monitoring And Controlling Mangrove Wonorejo Surabaya Area
- Partnership Government, Civil Society And Private Sector In Bank Sampah Program In Pasar Baru, City Of Probolinggo
- Public Satisfaction Index On Damri Juanda Airport Bus Services
- Descriptive Study On Change Of Socialization Paradigm "keluarga Berencana Berkelanjutan Program" In Bojonegoro
- Public Service Quality Management (descriptive Study Of The Quality Of Public Service Management Licensing ' Surat Tanah Hijau ' In The City Of Surabaya
- Descriptive Study Of The Implementation Coordination Process Integrated Joint Patrol In Monitoring Water Pollution In Surabaya
- Bounded Rationality Descriptive Study About Conflict Of Interest For The Formulation Of Minimum Wage (umk) In Gresik Regency.
- Accountability And Transparency Of Government Procurement Through The Electronic Procurement (best Practice In Surabaya City Government)
- Human Resource Planning Of Apparatus : Descriptive Study Of Human Resource Planning System Of Civil Servants In Kediri
- Public Service Innovation In Bumn (descriptive Study Of Innovation Boarding Pass System To Improve The Quality Of Service Railway Pt Kai In Gubeng Station Surabaya)
- Influence Ability, Motivation And Job Satisfaction On Performance Civil Servants In Environmental Tambaksari District Surabaya
- Effectivity Of Program E-performance In Effort To Achieve Increase Performance In The Service Of Cleanliness And Landscaping The City Of Surabaya
- Descriptive Study : Failure Factors Contributing To Program Area Relocation Pkl In Stadium Tambaksari Surabaya
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- Human Resources Development Apparatus Based Standard Iso 9001: 2008 Competency For Development Of Investment In The Integrated Licensing Service Institution Sidoarjo
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- Militate Factors That Participation Of Beneficiaries In The Economic Empowerment Program In Self-help Groups In The Village Kalianak Asemrowo District City Of Surabaya
- Study On Impact Of Transformative Innovation Support Services Care And Treatment On Hiv / Aids Patient Satisfaction Levels In Gambiran Kediri Hospital
- Services Innovation Strategies In Improving The Quality Of Service In Land Office Surabaya Ii
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