Design of Excellent Service Model on Department of Population and Civil Registration In City of Metro, Indonesia

Authors

  • M. Yusuf Sulfarano Barusman universitas bandar lampung
  • Margono Margono
  • Appin Purisky Redaputri universitas bandar lampung

DOI:

https://doi.org/10.20525/ijrbs.v8i2.197

Keywords:

Excellent Service Model, Soft Systems Methodology

Abstract

The purpose of this study is "Designing an excellent service model on Population and Civil Registration Service in the city of Metro ". The conclusions obtained from this study are (1) Problems in excellent service at Population and Civil Registration Service in the city of Metro based on their nature are divided into two types, which is uncontrolled (missed) and which is controlled (difficult). Uncontrolled problems are problems that should not need to exist, but they appear as an unavoidable problem whereas problems that are controlled are problems whose level of difficulty can be controlled. (2). The focus of service in population administration services in an institutional model emphasizes speed and convenience and does not pay attention to the simplicity of requirements and so to improve its quality it is necessary to pay attention to safety factors. (3) There are still many brokers in the services of the city of Metro Population and Civil Registration Service due to lack of supervision from the relevant agencies, not yet clear the application of Procedure Service Standards as well as the lack of socialization to the public about the service rates and service procedures.

Keywords: Excellent Service Model; Soft Systems Methodology

Author Biographies

M. Yusuf Sulfarano Barusman, universitas bandar lampung

The First Author

Margono Margono

The Second Author

Appin Purisky Redaputri, universitas bandar lampung

The Third Author

References

Gouthier, M., Ganz, W., Gieze, A., and Bartl, C. 2014. Delivering Excellent Service: Evaluation of Service Excellence Models. EBS Business School, Fraunhofer IAO.

Pratomo & Shaff, Akhsin. 2000. Pelayanan Prima. Bandung: Angkasa Bandung.

Rust, R.; Oliver, R. (2000): Should we delight the customer?, Journal of the Academyof Marketing Science, Vol. 28 No. 1, pp. 86-94.

Minister of State for Administrative Reform Number: KEP / 81 / M.PAN / 05/1993.

Lewis, R. C. and Booms, B. H. (1983). The marketing aspects of service quality. In Emerging Perspectives on Services Marketing (L. Berry, G. Shostack and G. Upah, eds), pp. 9~104. Chicago: American Marketing Association.

Oliver, R.L., Balakrishnan, P.V. S. and Barry, B., "Outcome Satisfaction in Negotiation: A Test of Expectancy Disconfirmation," Organizational Behavior and Human Decision Processes, Vol. 60, no. 2, 1994, Pages 252-27.

Mwangi, A., Kabare, N., & Wanjau, K. (2018). Influence of Perceived Service Quality on Consumer Satisfaction amongst Dairy Milk Processors in Kenya. International Journal of Research in Business and Social Science (2147-4478), 7(4), 44-57.

Sadiartha, A. A., & Mirah Apsari, G. A. (2019). The Role of Satisfaction in Mediating the Effect of Services Quality on the Customers’ Loyalty in the Village Credit Institution of Pekraman, Tabanan. International Journal of Research in Business and Social Science (2147-4478), 8(1), 73-89.

Vardarlier, P., & Cakir, R. (2015). A Study on Sustainable Innovation Profile of Turkey. International Journal of Research in Business and Social Science (2147-4478), 4(4), 24-35.

Sutton, C. (2013). Adapting The Human Sigma Instrument to Enhance The Employee- Customer Encounter. Service Excellence in Management. CTF, Service Research Center, Karlstad University, Sweden.

Gashema, B., & Gao, Y. (2018). Strengthening Managerial Innovation Behavior in the SMEs. International Journal of Research in Business and Social Science (2147-4478), 7(3), 36-56.

Showkat, Nayeem & Parveen, Huma. (2017). In-depth Interview. e-PG Pathshala (UGC & MHRD)

Sugiyono.2005.Metode Penelitian Administrasi. Bandung, Alfabeta.

Barusman, Yusuf Sulfarano. 2018. Soft Systems Methodology Solusi untuk Kompleksitas Manajemen. Bandar Lampung: UBL Press.

Downloads

Published

2019-03-27

How to Cite

Barusman, M. Y. S., Margono, M., & Redaputri, A. P. (2019). Design of Excellent Service Model on Department of Population and Civil Registration In City of Metro, Indonesia. International Journal of Research in Business and Social Science (2147- 4478), 8(2), 52–60. https://doi.org/10.20525/ijrbs.v8i2.197

Issue

Section

Articles