Integrated Administrative Service Procedure, Infrastructure Facilities Toward Society Satisfaction of Quality Services as Variable Mediation (Study at Purwosari Subdistrict Office)
Abstract
Integrated administrative service procedure (PATEN) aims to improve the service quality and service to the community from the aspect of time and the cost of service, and improve service quality and service closer to the community. This research is conducted at Kantor Kecamatan Purwosari – Kabupaten Pasuruan. The purpose of this research is to analyze and prove that an integrated administrative service Sub procedures (PATEN) affect significantly the quality of the attendant and the satisfaction of the community; the existence of indirect influence on the procedure of integrated administrative service (PATEN) against the satisfaction of society through quality of service; and the indirect influence of infrastructure against society satisfaction through the quality of service. This research is an explanatory survey research. The population in this research is 3,250, the sample used was 97 people who use the service at Purwosari Subdistrict. Data analysis used is path analysis. Calculation of the parameters was performed using SPSS program. The result of the research are as follows: (1) There are positive and significant effects between Subdistrict Integrated administrative service procedure (Patents) toward service quality (amounting to 0.315*); (2) There are direct and significant effects between Integrated administrative service procedure toward society satisfaction (amounting to 0.218*); (3) There are significant effects between infrastructure toward quality of service (amounting to 0.387); (4) There are significant effects between infrastructure toward society satisfaction (amounting to 0.236*); (5) There are significant effects between the quality of the service toward society satisfaction (amounting to 0.492*); (6) There are indirect effects of administrative service procedure of subdistrict toward society satisfaction through service quality (amounting to 0.155*); (7) There are indirect effects of infrastructure toward society satisfaction through service quality (amounting to 0.190*). These show that the infrastructures affect positively and significantly against the society satisfaction through service quality. The higher the service quality, which is caused by better infrastructure, the more likely it increases the society satisfaction.
Keywords: service, administration, infrastructure, satisfaction
References
[1] Abdillah, W. and Jogiyanto, H. M. (2009). Konsep Dan Aplikasi PLS (Partial Least Square) Untuk Penelitian Empiris. Yogyakarta: Badan Penerbit Fakultas Ekonomi Dan Bisnis UGM.
[2] Ancok, D. (1997). Teknik Penyusunan Skala Pengukuran. Pusat Penelitian Kependudukan. Yogyakarta: Universitas Gajah Mada.
[3] Arikunto, S. (2006). Prosedur Penelitian Suatu Pendekatan Praktik (Ed Revisi VI). Jakarta: Penerbit PT Rineka Cipta.
[4] Armando, G. D. (2013). Implementasi Kebijakan Pelayanan Administrasi Pelayanan Terpadu Kecamatan (PATEN).
[5] Bafdal, N. (2011). dalam Kirom, M. (2014). Sistem Informasi Geografis Pemetaan Suara Pemilu Kada Berbasis Open Source di Kabupaten Jombang. Jurnal Ilmiah Edutic Universitas Pesantren Tinggi Darul Ulum. Jombang.
[6] Barata, A. A. (2004). Dasar – Dasar Pelayanan Prima. Jakarta : PT Elex Media Komputindo.
[7] Bateson dalam arisman. Retrieved from http//www.Kumham.Jakarta.info
[8] Dwi, R. A. (2016). Implementasi Kebijakan Pelayanan Administrasi Terpadu Kecamatan (PATEN) Di Kecamatan Pandak Kabupaten Bantul.
[9] Tjiptono, F. (2004). Manajemen Jasa. Yogyakarta: Andi Offset.
[10] Tjiptono, F. and Chandra, G. (2005). Service, Quality & Satisfaction. Yogyakarta: Andi Offset.
[11] Fitra, N. C. (2016). Pelayanan Administrasi Terpadu Kecamatan di Kecamatan Kokap Kabupaten Kulon Progo.
[12] Ghozali, I. (2013). Aplikasi analisis multiviriate dengan program SPSS Edisi ketujuh. Semarang: Badan Penerbit Universitas Diponegoro.
[13] Hardiansyah. (2011). Kualitas Pelayanan Publik. Yogyakarta: Gava Media.
[14] Kotler, P. (2007). Manajemen Pemasaran, Jilid 2 (Edisi 12). New Jersey: PT. Indeks.
[15] Rifa’I, M. (2015). District Integrated Administrative Service (Paten) Implementation Analysis in Leles District of Garut Regency.
[16] Nurgiantoro, B. (2010). Pengujian Validitas dan Reabilitas Instrumen Penelitian. Yogyakarta: Gadjah Mada University.
[17] Nurkaenti. (2015). Pengaruh pelayanan Administrasi Terpadu terhadap tingkat kepuasan Masyarakat di Kabupaten Brebes.
[18] Parasuraman, A. A., Zeithaml, V., and Berry, L. (1995). A conceptual model of service quality and its implications for future research. Journal of Marketing, vol. 49 (fall).
[19] Parasuraman and Tjiptono, F. (1996). A conceptual model of service quality and its implications for future research.
[20] Peraturan Bupati Pasuruan Nomor 29. (2015). Tentang Pelayanan Administrasi Terpadu Kecamatan Kabupaten Pasuruanah Rosyidi (2007) Reformasi Administrasi Sub Nasional.
[21] Pravita, S. (2016). Pelayanan Administrasi Terpadu Kecamatan (Paten) Study kasus kantor Kecamatan Tanjung Pinang Kota Tanjung Pinang.
[22] Al Rahman, P. (2016). Implementasi Sistem Pelayanan Terpadu (PATEN) Di Kecamatan Lumbis Induk Kabupaten Nunukan.
[23] Rayi, E. (2008). Analisis Kualitas Layanan, Kualitas Produk, dan Harga Terhadap Kepuasan Pelanggan, Skripsi, Universitas Diponegoro.
[24] Republik Indonesia. (2003). Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 63 Tahun 2003 tentang Pedoman Pelayanan Publik. Jakarta: Sekretariat Negara.
[25] Republik Indonesia. (2004). Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 25 Tahun, 2004 tentang Indeks Kepuasan Masyarakat. Jakarta: Sekretariat Negara.
[26] Republik Indonesia. (2004). Undang – Undang Nomor 32 Tahun 2004 tentang Pemerintahan Daerah. Jakarta: Sekretariat Negara.
[27] Republik Indonesia. (2010). Keputusan Menteri Pendayagunaan Dalam Negeri Nomor 4 Tahun 2010 tentang Pedoman Penyelenggaraan Administrasi Terpadu Kecamatan (Paten). Jakarta.
[28] Riduwan. (2005). Skala Pengukuran Variabel-Variabel Penelitian. Bandung: Alfabeta.
[29] Riduwan. (2007). Metode Penelitian untuk Tesis. Bandung: Alfabeta.
[30] Rozy Alfrial, J. (2009). Kualitas Pelayanan Publik Kecamatan setelah perubahan kependudukan dan fungsi Camat sebagai perangkat daerah.
[31] Sangadji, E. M. and Sopiah. (2013). Prilaku Konsumen: Pendekatan Praktis Disertai: Himpunan Jurnal Penelitian. Yogyakarta: Penerbit Andi.
[32] Schumacher, R. E. and Lomax, R. G. (1996). A Beginners Guide to Structural Equation Modeling. Hilsdale.
[33] Sekaran, U. (2011). Research Methods for Business (Edisi I and 2). Jakarta: Salemba Empat.
[34] Singarimbun, M. and Sofian, E. (2009). Metode Penelitian Survai. Jakarta: LP3ES.
[35] Sugiyono. (2012). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
[36] Utomo, S. D. (2010). Kebijakan Pelayanan Administrasi Terpadu Kecamatan (PATEN): Inovasi Manajemen Pelayanan di Kecamatan. Direktorat Jenderal Pemerintahan Umum Kementerian Dalam Negeri Republik Indonesia.
[37] Widodo, J. (2001). Good Governance Telaah Dari Dimensi Akuntabilitas, Kontrol Birokrasi Pada Era Desentralisasi Dan Otonomi Daerah. Surabaya: Insan Cendekia.
[38] Wijyanto, S. H. (2008). Structural Equation Modeling dengan LISREL 8.8. Yogyakarta: Graha Ilmu.