Found 2 Documents
Journal : Jurnal Aplikasi Manajemen

Analisis Kepuasan Masyarakat terhadap Pembuatan Akta Kelahiran di Depok, Jawa Barat Windyani, Amita Rizka; Hubeis, Aida Vitayala S.; Fahmi, Idqan
Jurnal Aplikasi Manajemen Vol 12, No 1 (2014)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (118.09 KB)


Abstract: Birth certificate is a basic civil right that should be granted to every citizen. Dinas Kependudukan dan Pencatatan Sipil (Disdukcapil) as a birth certificate registration organizers seek to provide excellent service with attention to people’s satisfaction. This study aim to analyse the commitment of Disdukcapil in the service of registration of birth certificate, analyse the level of public satisfaction about Disdukcapil’s public service, and formulate a strategy to improve the quality of service. The research method is descriptive analysis. The data used are primary and secondary derived from observations, interviews, and questionnaires. Internal officer’s perceptions were analyzed using the test of customer service and customer-focused test characteristics. Customers’s perceptions were analyzed using SERVQUAL method, Importance Performance Analysis, and Customer Satisfaction Index. The results show that Disdukcapil structural officers have had community-oriented in the implementation of public service. Characteristics that stand out in the application of quality management is readiness to find and eliminate the problems of the people on birth certificate registration. Servqual analysis results show that acceptable performance is still below people’s expectations so that the gap is negative. Importance-performance analysis show that the attributes need immediate attention is the service support materials, attitude immediately provide service and a helpful attitude when busy. Overall community satisfaction index had reached Satisfied level.   Keywords: public service, customer satisfaction, service quality dimension
Jurnal Aplikasi Manajemen Vol 17, No 2 (2019)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2019.017.02.06


Surprise macroeconomic news causes high volatility in stock market return to the stock market becomes riskier. This study aims to analyze the effects of surprise from the announcement of the United States (US) and domestic macroeconomic news on the LQ45 stock returns volatility. There are 25 stocks chosen because consistently in LQ45 during the 2013 - 2018 research period. The Generalized Autoregressive Conditional Heteroscedasticity (GARCH) model is used to analyze the volatility of returns for each stock. The analysis shows that negative surprise from the Bank Indonesia benchmark interest rate, positive surprise from Indonesia?s trade balance, positive surprise from Consumer Price Index US, and positive surprise from ISM Manufacturing US have a significant effect in reducing volatility return and making most LQ45 Stocks return more stable and less risky. Other macroeconomic surprises show different directions of influence. Finally, this study also provides recommendations for the investor to choose stocks according to their respective risk profiles. The risk averse investor can invest in PT Astra International Tbk (ASII), PT Lippo Karawaci Tbk (LPKR) and PT AKR Corporindo Tbk (AKRA) which have low volatility during the release of surprise macroeconomic, while the risk taker investor can invest to PT Astra Agro Lestari Tbk (AALI), PT Vale Indonesia Tbk (INCO), and PT. Media Nusantara Citra Tbk (MNCN) which respond to many surprises of macroeconomic news.