Design of Excellent Service Model on Department of Population and Civil Registration In City of Metro, Indonesia
Keywords:Excellent Service Model, Soft Systems Methodology
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
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.
How to Cite
Copyright (c) 2019 M. Yusuf Sulfarano Barusman, Margono Margono, Appin Purisky Redaputri
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors contributing to IJRBS agree to publish their articles under the Creative Commons Attribution- 4.0 International (CC BY 4.0) license, allowing third parties to share their work (copy, distribute, transmit) and to adapt it, under the condition that the authors are given credit, that the work is not used for commercial purposes, and that in the event of reuse or distribution, the terms of this license are made clear. Authors retain the copyright of their work, with first publication rights granted to IJRBS. However, authors are required to transfer copyrights associated with commercial use to the Publisher. The authors agree to the terms of this Copyright Notice, which will apply to this submission if and when it is published by this journal
Submission of an article implies that the work described has not been published previously (except in the form of an abstract or as part of a published lecture or academic thesis), that it is not under consideration for publication elsewhere, that its publication is approved by all authors and tacitly or explicitly by the responsible authorities where the work was carried out, and that, if accepted, it will not be published elsewhere in the same form, in English or in any other languages, without the written consent of the Publisher. The Editors reserve the right to edit or otherwise alter all contributions, but authors will receive proofs for approval before publication