Institut STIAMI Online Journal System (Sekolah Tinggi Ilmu Administrasi Mandala Indonesia)
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Analisis Penanganan Guest Complaint dalam Upaya Meningkatkan Kepuasan Pelanggan (Studi Kasus F&B Service pada Matra 21 Resto, Grand Menteng Hotel Matraman)
Get PDFComplaints often arise due to customer dissatisfaction and disappointment resulting from a company’s failure to understand their needs and desires. With the right response, these complaints can be effectively addressed, leading to customer satisfaction. This research aims to understand the handling procedures carried out by the f&b service department at Matra 21 restaurant in Grand Kemang Hotel Matraman. It also seeks to identify the efforts and obstacles encountered when dealing with complaints at Matra 21 restaurant. The research employs a qualitative descriptive approach, utilizing data collection methods such as observation, interviews and documentation. Informants participating in this study include Matra 21 restaurant staff, guests who have experienced the products and service at Matra 21 restaurant, as well as academicians. The findings of this research indicate that complaint handling by Matra 21 restaurant staff aligns with established standard operating procedures (SOP). Efforts such as daily guest feedback and guest preferences are like ILEAD (identify, listen, empathy, apologize and decide). However, there are factors hindering complaint resolution, such as guests requesting nonstandard procedures beyond the existing Standard Operating Procedures
Analisis Strategi Forum Kewaspadaan Dini Masyarakat (FKDM) atas Cegah Dini dalam Penanganan Konflik Sosial di Provinsi Dki Jakarta Tahun 2019
Get PDFThe community is responsible for the implementation of the community early awareness, meanwhile the government is obliged to facilitate it. A good role of the Community Early Awareness Forum or Forum Kewaspadaan Dini Masyarakat (FKDM) followed up by the government can save the community from security threat or disaster and minimize losses by anticipating the security threats and disaster. This research uses qualitative approach. Concept operationalization in this research refers to the used strategy, the SWOT analysis. The FKDM strategies in social conflict early prevention are: 1) inserting early warning system by increasing institutional capacities which include three elements; government, private sector, community through dialogue, 2) National Unity and Politics Agency or Badan Kesatuan Bangsa dan Politik (Kesbangpol) of DKI Jakarta actively making dialogue persuasively and finding solution, 3) budgeting of conflict handling according to the Government Regulation gives opportunity to strengthen community resilience to protect the community, encourage community participation, handle social conflict, and preserve local wisdom to maintain peace
The Influence’s Culture Work on the Work Effectiveness of Employees at the Communication and Informatics Agency Province of West Sumatera
Get PDFCommunication and informatics office of west Sumatra make efforts to increase employees’ working effectiveness in achieving working target. However, there are specific problems in working implementation. The problems are teamwork among the employees, working facilities is not supported, and lack of field specialization.
This research use descriptive quantitative method that is aims to know the influence between independent variable (working culture) towards dependent variable (employees’ working effectiveness). The population of this research is employee of Communication and informatics office of west Sumatra that is 47 employees. This research use total sampling which the total sample is equal to total population. The result of this research show significance effect partially and simultaneously between working culture towards employees’ working effectiveness as big as 24,4%
Analisis Implementasi Intensifikasi Pemungutan Pajak Hotel Atas Rumah Kos Di Badan Pelayanan Pajak Daerah Kabupaten Bekasi
Get PDFTax is the major revenue source for Indonesia. The tax collecation in
Indonesia most frequently is not reached the target even there is lower pattern since 2019. Intensification actions of hotel tax at the boarding house is not optimally yet in Bekasi District so on be an interesting to be analyzed. This research is aim to analyze the implementation of intensification actions on hotel tax at boarding houses by Badan Pelayanan Pajak Daerah Bekasi District. The result of this study indicate that communication is well implemented by the support of software saving box and jumped into field directly, however it is not optimally yet related information distribution consistently, included sanction potential. The resoruces related facilities and infrastructure is not good enough in order to support tax collection in staff numbers. The disposition of employee is enough good and offers convenience for taxpayers to pay the taxes, however it is not optimally yet in employee’s dedication. Bureaucracy structure is categorized as good, however there is problem following the lower education level of Taxpayers that bring influence towards fiscus’s performance
Analisis Efektivitas Penerapan Program Kebijakan Pemutihan Pajak Kendaraan Bermotor dalam Upaya Meningkatkan Pendapatan Pajak Daerah di SAMSAT Kabupaten Tegal
Get PDFOne such policy is to increase the number of taxpayers who own motor vehicles but have not been paying taxes. To address this issue, local governments offer an option to waive administrative sanctions for motor vehicle taxes. The purpose of this research is to analyze the effectiveness of the implementation of the motor vehicle tax amnesty policy, as well as to identify obstacles and efforts to overcome these obstacles in the program’s execution. This study adopts a qualitative approach with descriptive analysis methods with secondary data as its basis. The research results indicate that the effectiveness of the motor vehicle tax amnesty policy is relatively successful, evident in the increased achievement of motor vehicle tax revenue targets at the Tegal District SAMSAT in the years 2021- 2022. Despite the increase in revenue, there was a decline in realization in 2022 compared to 2021. However, the Tegal District SAMSAT has made efforts to enhance the collection of motor vehicle tax revenue
Penggunaan Media Audio Visual untuk Meningkatkan Kemampuan Berbahasa Inggris
Get PDFPenggunaan media akan sangat berpengaruh terhadap hasil akhir sebuah pembelajaran. Kegiatan pendampingan ini bertujuan untuk mendeskripsikan manfaat media audio visual pada pembelajaran bahasa inggris serta untuk mengetahui persepsi siswa terhadap penggunaan media audio visual. Hal ini disesuaikan dengan permasalahan yang ada pada mitra yakni tidak adanya media yang dapat membantu anak-anak dalam meningkatkan kemampuan berbahasa Inggris mereka. Adapun kegiatan abdimas ini dilaksanakan di desa Kauman, Wonorejo, Pasuruan sebagai mitra yang digandeng oleh peneliti. Hasil dari kegiatan ini menunjukkan bahwa pihak mitra bisa mengembangkan kemampuan putra-putri mereka dalam bidang bahasa Inggris sehingga mampu membantu meningkatkan soft skill mereka
Implementasi Kebijakan Program Ekosistem Logistik Nasional di Kantor Pelayanan Utama Bea dan Cukai Tipe A Tanjung Priok
Get PDFMahalnya biaya logistik di Indonesia dan masih susahnya untuk memulai dan menjalankan bisnis di Indonesia menjadi pertimbangan besar bagi investor untuk memulai investasi di suatu bidang usaha di negara-negara tetangga dibandingkan dengan Indonesia. Pada tanggal 16 Juni 2020 Presiden Joko Widodo menerbitkan Instruksi Presiden Republik Indonesia nomor 5 Tahun 2020 tentang Penataan Ekosistem Logistik Nasional (National Logistic Ekosystem/NLE) yang untuk meningkatkan kinerja logistik nasional, memperbaiki iklim investasi, dan meningkatkan daya saing perekonomian nasional. Penelitian memperhatikan aspek-aspek program yang direncanakan dan regulasi baru untuk mendukung program Ekosistem Logistik Nasional dengan penerapan di lapangan terutama di Kantor Pelayanan Utama Bea dan Cukai Tipe A Tanjung Priok. Penelitian ini berfokus kepada sejauh mana implementasi kebijakan tersebut di Kantor Pelayanan Utama Bea dan Cukai Tipe A Tanjung Priok, mempelajari kendala yang dihadapi, dan mempelajari solusi-solusi yang memungkinkan. Penulis melakukan penelitian terhadap implementasi kebijakan Ekosistem Logistik Nasional dengan mengacu kepada dimensi-dimensi yang diutarakan oleh Van Meter dan Van Horn. Hasil penelitian yang dilakukan penulis menemukan beberapa kendala terkait dengan implementasi kebijakan tersebut, dan juga menemukan solusi-solusi yang disarankan oleh para narasumber-narasumber yang menjalankan kebijakan tersebut
Penerapan Platform LAPOR Sebagai Sistem Pengaduan Masyarakat Berbasis Digital Di Kota Malang
Get PDF(Implementation of LAPOR Platform as a Digital-Based Community Complaint System in Malang City)
Indonesia has implemented the Online People\u27s Aspiration Complaints Service System (LAPOR), a significant innovation that contributes to improving the timeliness, transparency and accountability of public services. This approach has been implemented in Malang City in an effort to increase the effectiveness of services provided to the community. The research objective of this article is to assess how well the community participates in improving services through LAPOR in Malang City and to provide an overview of the function of online complaint platforms in improving regional public service standards. This research uses a mixed method where questionnaires are used as a technique for collecting primary data, on the other hand, interviews, observation and documentation are used as techniques for collecting secondary data. The results of the research show that several regional apparatuses in Malang City are quick to respond to public complaints where the average responsiveness for SAMBAT WEB and SAMBAT SMS is 93.67% and 84.85% respectively, meaning that the online complaint system has succeeded in meeting the community\u27s expectations and requests. of complaints quickly and effectively.
Abstrak
Indonesia telah menerapkan Sistem Layanan Pengaduan Aspirasi Rakyat Online (LAPOR), sebuah inovasi signifikan yang berkontribusi terhadap peningkatan ketepatan waktu, transparansi, dan akuntabilitas pelayanan publik. Pendekatan ini telah diterapkan di Kota Malang dalam upaya meningkatkan efektivitas pelayanan yang diberikan kepada masyarakat. Tujuan Penelitian pada artikel ini adalah untuk menilai seberapa baik partisipasi masyarakat dalam peningkatan pelayanan melalui LAPOR di Kota Malang dan untuk memberikan gambaran tentang fungsi platform pengaduan online dalam meningkatkan standar pelayanan publik daerah. Penelitian ini menggunakan metode campuran (mix method) dimana kuesioner dijadikan sebagai teknik untuk mengumpulkan data primer, di sisi lain wawancara, observasi dan dokumentasi dijadikan sebagai teknik untuk mengumpulkan data sekunder. Hasil penelitian menunjukkan bahwa beberapa perangkat daerah di Kota Malang cepat tanggap terhadap pengaduan masyarakat dimana responsitas rata-rata untuk SAMBAT WEB dan SAMBAT SMS masing-masing adalah 93,67% dan 84,85% artinya sistem pengaduan online telah berhasil memenuhi harapan dan permintaan masyarakat akan pengaduan yang cepat dan efektif
Implementasi Kebijakan Peningkatan Partisipasi Pemilih Pemula melalui Program “Goes To School di Kota Surabaya
Get PDFThis research aimed to describe the implementation of policies to increase the participation of first-time voters through the KPU’s “Goes To School program in Surabaya. This study uses a qualitative approach with a research method based on Smith (1973) implementation theory, which consist of four stages of implementation as indicators: idealized policy, target groups, implementing organization, and environmental factor. The data collection techniques used are interviews, observations, and documents. The number of informants is six participants, including KPU Staff, BAWASLU Staff, LSM Staff, Media, Khadijah High School Students, and first-time voter participant. The result show that each indicator used in the implementation of the election participation policy through the “Goes To School program in Surabaya has shown improvement and has been quite succesful as an effort to reduce the number of non-voters.
ABSTRAK
Penelitian ini bertujuan untuk mendeskripsikan implementasi kebijakan peningkatan partisipasi pemilih pemula melalui program "Goes To School" KPU Kota Surabaya. Penelitian ini menggunakan pendekatan kualitatif dengan metode penelitian berdasarkan teori implementasi Smith (1973), yang terdiri dari empat tahap implementasi sebagai indikator: kebijakan yang diidealkan, kelompok sasaran, organisasi pelaksana, dan faktor lingkungan. Teknik pengumpulan data yang digunakan adalah wawancara, observasi, dan dokumen. Jumlah informan sebanyak enam orang, yaitu Staf KPU, Staf BAWASLU, Staf LSM, Media, Siswa SMA Khadijah, dan peserta pemilih pemula. Hasil penelitian menunjukkan bahwa setiap indikator yang digunakan dalam implementasi kebijakan partisipasi pemilu melalui program "Goes To School" di Kota Surabaya telah menunjukkan peningkatan dan cukup berhasil sebagai upaya untuk mengurangi angka golput
Analisis Strategi Pemungutan Pajak Reklame Dalam Upaya Meningkatkan Pendapatan Daerah Di Badan Pengelola Keuangan Daerah Kota Tangerang Tahun 2020-2022
Get PDFBillboard tax collection strategies are methods used to achieve targets in their realization. This study aims to identify several billboard tax collection strategies at the Regional Financial Management Agency of Tangerang City from 2020 to 2022. This research employs a descriptive qualitative method, with data collection techniques including observation, interviews, and documentation. The informants were selected using purposive sampling techniques and are experts in this field. The study results indicate that the strategies for billboard tax collection to increase regional revenue at the Regional Financial Management Agency of Tangerang City have not been maximized in their implementation, failing to meet the targets. The implementation process still encounters obstacles that affect the strategies for billboard tax collection. Several measures to optimize these strategies include sending reminders to billboard taxpayers about their obligations, providing educational socialization to taxpayers, improving the application to prevent errors, and ensuring proper maintenance