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ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PERUSAHAAN DAERAH AIR MINUM (Studi Pada PDAM Kota Malang) Rochmah, Siti
IQTISHODUNA IQTISHODUNA (VOL 7, NO 2
Publisher : fak. ekonomi

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Abstract

This study aims to determine the level of customer satisfaction to service quality of the Regional Water Company Malang. The research method used in this research is quantitative descriptive with a population of Malang PDAM customers. The sample in this study of 180 respondens taken with the probability sample. Data taken with questionnaires and interviews and using descriptive percentages. The results showed overall customer satisfaction level would include poor service quality that is equal to 62.25%, which means that customers feel less satisfied with the service taps. Elements of customer satisfaction that are less good at, there are 9 categories of Serviceability, delivery systems, service procedures, disciplinary care workers, service personnel responsibilities, personnel service capabilities, service cost reasonableness, cost certainty, and certainty of service schedules. While there are 8 elements of both categories of product quality, service requirements, clarity of frontline employees, speed of service, justice get service, politeness and friendliness of staff, comfortable environment, and environmental security. Because customer satisfaction is a comparison between expectations and actual performance it is recommended to the taps to increase the service element that has not met customer expectations or the category of poor service and conduct regular research to determine customer satisfaction on the quality of services provided and research results need to be evaluated and followed up.
Dinamika Pembuatan Kebijakan Desentralisasi Di Timor-Leste de Araujo, Lucio Borromeo; Sarwono, Sarwono; Rochmah, Siti
WACANA, Jurnal Sosial dan Humaniora Vol 16, No 1 (2013)
Publisher : Program Pascasarjana Universitas Brawijaya

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Abstract

Tulisan ini bertujuan untuk mengungkap tentang dinamika pembuatan kebijakan desentralisasi di Timor-Leste yang meliputi beberpa aspek, yakni: pertama, isu desentralisasi yang berkembang di Timor-Leste; kedua,  aktor-aktor yang berkepentingan dalam menanggapi isu desentralisasi; ketiga, dinamika isu desentralisasi menjadi agenda kebijakan; dan keempat, proses pembahasan agenda kebijakan desentralisasi menjadi Undang-Undang. Hasil penelitian menunjukkan bahwa: pertama, desentralisasi telah menjadi sebuah tuntutan masyarakat yang perlu segera direspon oleh pemerintah; kedua, orientasi aktor lembaga kebijakan telah memanfaatkan isu desentralisasi sebagai komoditas politik untuk memperjuangkan dan atau mempertahankan kekuasaan tertentu dalam tubuh pemerintahan; ketiga, sosialisasi, realisasi program pembangunan lokal, serta konsultasi dimanfaatkan sebagai cara-cara untuk menyusun agenda kebijakan, baik agenda sistemik dan agenda institusional; dan keempat, adanya intervensi dari kepentingan aktor resmi lain, sebagai akibat dari distribusi kekuasaan, menyebabkan penundaan pembahasan agenda kebijakan desentralisasi di parlemen nasional. Kata kunci: Isu desentralisasi, Kepentingan Aktor, dan Agenda Kebijakan.
The Implementation of Integrated One-Stop Service at Licensing Service Agency in Order to Improve Licensing Service to Society (Case Study On Business License Service At Investment And Integrated Licensing Service Agency (IILSA) Of Pasuruan City) Pramita, Priyani Dini; Rochmah, Siti; Nur Pratiwi, Ratih
WACANA, Jurnal Sosial dan Humaniora Vol 17, No 3 (2014)
Publisher : Program Pascasarjana Universitas Brawijaya

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Abstract

This study discusses about the implementation of integrated one-stop licensing services related to service of SIUP, conducted by the Investment and Integrated Licensing Service Agency (IILSA) in Pasuruan City. In general there are any issues related to License for business activities, namely: the complicated procedures, high costs and legal uncertainty. To overcome this problem the government issued Permendagri number 24 of 2006 about Guidelines for the Implementation of One Stop Services. The focus of this study discusses the implementation of an integrated one-stop service, based on the rules associated with seeing some of the following elements: (1) executing actor (2) communication (3) resources (4) bureaucratic structure (5) the target group. This research used descriptive method with qualitative research approach. Activity of data analysis in this study consisted of data reduction, display and verification of data. The result of this research can be said that the implementation is done by IILSA of Pasuruan city has been good although there are a few things that need to be improved related to the internet connection is still an obstacle in the implementation of the operational in the delivery service for SIUP and also the lack of facilities and infrastructure available. Keywords: IILSA of Pasuruan City, Licensing Service, SIUP (Business License), Improve Service, The Implementation.
PENGARUH DIFERENSIASI PRODUK DAN POTONGAN TUNAI TERHADAP VOLUME PENJUALAN INDUSTRI KECIL KONFEKSI DI KECAMATAN SEMARANG BARAT Rochmah, Siti
JURNAL STIE SEMARANG Vol 6 No 2 (2014): VOLUME 6 NOMOR 2 EDISI JUNI 2014
Publisher : Sekolah Tinggi Ilmu Ekonomi Semarang

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Abstract

Pembangunan  segala  bidang  tengan  digalakkan  pemerintah  dan pemerintah berusaha untuk meningkatkan program-program yang bertujuan meningkatkan   pendapatan   masyarakat.   Di   Indonesia   industri   kecil   sangat berperan dalam program yang dilaksanakan pemerintah. Salah satu industri kecil adalah industri kecil konveksi. Disini penulis mengambil populasi industri kecil konveksi di Semarang Barat untuk diteliti. Penulis merumuskan masalah skripsi ini pada   pengaruh   differensiasi   produk  dan   potongan   tunai   terhadap  volume penjualan industri kecil konveksi di Semarang Barat. Dari sasaran banyak responden penulis memilih 10 responden untuk dijadikan sampel. Alat analisis yang digunakan adalah analisis korelasi berganda, koefisien determinasi dan regresi. Metode ini digunakan untuk mengetahui kekuatan, hubungan dan peluang yang dimiliki oleh para responden dalam menjalankan usahanya. Setelah dilakukan analisis disimpulkan bahwa ada pengaruh yang kuat dan hubungan positif antara differensiasi produk dengan volume penjualan, demikian juga pengaruh kuat dan hubungan positif antara potongan tunai dengan volume penjualan. Dari hasil analisis diukur bahwa volume penjualan sangat dipengaruhi oleh  differensiasi  produk  dan  potongan  tunai. Dimana  para  responden  dalam menjalankan industri konveksinya, sangat memperhatikan model, jenis dan bahan yang digunakan disertai dengan pemberian potongan tunai untuk meningkatkan penjualan. Hasil ini dapat dilihat dengan nilai uji F hitung sebesar 206,081 . dari nilai Ftabel sebesar 3,18.
PENGARUH FAKTOR-FAKTOR MARKETING MIX (PRODUCT, PLACE, PROMOTION, PRICE) TERHADAP KEPUTUSAN UNTUK MASUK STIE SEMARANG YANG DIMEDIASI WORD OF MOUTH Rochmah, Siti
JURNAL STIE SEMARANG Vol 9 No 1 (2017): VOLUME 9 NOMOR 1 EDISI FEBRUARI 2017
Publisher : Sekolah Tinggi Ilmu Ekonomi Semarang

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Abstract

Perkembangan Perguruan Tinggi semakin pesat, mendorong Instansi harus semakin aktif dalam merealisasikan strategi marketing yang efektif dan efisien. strategi pemasaran dari mulut ke mulut (WOM) sering disebut dengan strategi word of mouth. Rumusan masalah adalah bagaimana pengaruh faktor faktor marketing mix (place, product, promotion, price) terhadap Keputusan Masuk STIE Semarang yang dimediasi Word of Mouth”, Hipotesis : ada pengaruh faktor marketing mix (product, place, promotion, price) terhadap keputusan masuk STIE Semarang yang dimediasi WOM. Populasi  untuk ini adalah mahasiswa aktif STIE Semarang 2015/2016 dengan jumlah 1200 responden, sampel yang digunakan adalah mahasiswa aktif, jumlah 93 responden. Uji validitas digunakan, Pengujian reliabilitas dilakukan SPSS for windows versi 16. Uji F-statistik digunakan untuk menguji, Analisis regresi untuk mengetahui pengaruh factor Marketing Mix (Product, Place, Promotion, Price) terhadap keputusan masuk STIE Semarang yang dimediasi oleh Word of Mouth.         Hanya Product yang tidak berpengaruh positif dan signifikan terhadap keputusan masuk di STIE Semarang ketika dimoderasi oleh Word of Mouth,sedangkan place, price promotion berpengaruh positif dan signifikan terhadap keputusan masuk di STIE Semarang ketika dimoderasi oleh WOM. Perlu adanya promosi, adanya penambahan fasilitas sarana dan prasarana. Peran ketua STIE Semarang untuk meningkatkan mahasiswa keputusan masuk sangat penting. Ketua STIE Semarang sebagai pengambil keputusan dan kebijakan dapat menggunakan faktor bauran pemasaran untuk meningkatkan keputusan masuk.   Perlu adanya promosi agar banyak mahasiswa yang memutuskan untuk masuk di STIE Semarang,Perlu adanya penambahan fasilitas sarana dan prasarana
ANALISIS PENGARUH BIAYA PROMOSI, BIAYA PENGEMBANGAN PRODUKSI, BIAYA SALURAN DISTRIBUSI TERHADAP PENJUALAN PADA PT POLIPLAS MAKMUR SANTOSA UNGARAN Rochmah, Siti
JURNAL STIE SEMARANG Vol 8 No 3 (2016): VOLUME 8 NO 3 EDISI OKTOBER 2016
Publisher : Sekolah Tinggi Ilmu Ekonomi Semarang

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Abstract

The purpose of this study is to analysis influence promotion costs, costs of production and cost of distribution channel to sales at PT. Poliplas Makmur Santosa Ungaran. both parsial sampel in this case is used as a sample company data relating to the cost of the promotion, distribution channel costs, and the cost of production and sales of PT. Poliplas Makmur Santosa per month for a period of 3 years ie from 2013 to 2015. Data collection methods Analysis tool used is the classical assumption test, multiple linear regeresi using t test. From the results of this study are: the influence of sales promotion costs are significant, it is proved by the results of t = 4,752> t table 2.037 and 0.000 disignifikan <sidnifikan a = 0.05. Thus hipotes stating the suspect is no effect of the cost of production (X2) to sales (Y) is proved. Influence of cost distribution channel to sales is significant, it is proved by the results of t = 3.344> t table 2.037 and 0.002 significance <significance a = 0.05. Thus the hypothesis that there is suspected effect of the cost of distribution channels (X3) to sales (Y) is proved
KINERJA BIROKRASI DALAM PENYALURAN PUPUK BERSUBSIDI DI KECAMATAN JOMBANG Vidyanita, Vivi; Wijaya, Andy Fefta; Rochmah, Siti
Fakultas Ilmu Sosial dan Ilmu Politik Vol 5, No 1 (2016)
Publisher : Fakultas Ilmu Sosial dan Ilmu Politik

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This research was conducted on the basis of situation developed in the community as well as the results of studies showing that the performance of public bureaucracy in Indonesia is still bad. Public bureaucracy must constantly improve professionalism in carrying out what the main tasks, functions, powers and responsibilities , particularly in providing public services. The purposes of this study are to describe and analyze the performance of the bureaucracy, support and barrier factors in public services at the Department of Agriculture Jombang in the implementation subsidized distribution of fertilizer in District of Jombang. The results showed that the bureaucracy in Department of Agriculture in the implementation distribution of subsidized fertilizer in District of Jombang is still not optimal. Not all problems can be solved with a good and satisfying service. Some of the problems that can be improved by the Department of Agriculture such as the price in the market is not in accordance with the price set by the government caused by the weak oversight, stalls that sell to farmers in outside the area coverage, the mindset of farmers who still use fertilizer overdose and bigotry against one particular type of fertilizer, the presence of officials who conduct illegal charges against official stalls, the bureaucracy is too long in the distribution of subsidized fertilizer. . Keywords : Performance, service, subsidized fertilizer.
Sufi Government Approach for Prevention of Corruption in Bureaucracy (Study in Malang City Government) Rochmah, Siti; Trisnawati, Trisnawati; Lastiti, Niken
e-2477-1929
Publisher : Institute of Research and Community Service, University of Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (527.568 KB) | DOI: 10.21776/ub.ijleg.2017.003.01.8

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Indonesian bureaucracy reform has been widely conducted since 1997. However, the reform is still not able to fix the bureaucratic corruption culture. This paper proposes sufi government approach as an alternative approach to reform corruptive culture within Indonesia’s bureaucracy. This study used a qualitative research approach. The use of qualitative research methods is aimed to describe and analyze the phenomenon of development of personnel resources in a sufi government perspective related to the prevention of corruption by bureaucrats concerning three issues. Result or finding of t this research is sufi government as an approach relies on true monotheism which is used to strengthen internal control system in poor bureaucracy contexts. The basic argument in this approach is that monotheism is true and therefore bureaucrats in charge of serving the community should carry out their duties in a comprehensive manner. As which ones have been listed in the code of ethics of the bureaucracy. In this approach, bureaucrats should see the task as a trust rather than a means to accumulate wealth and depriving the people they serve. Keywords: Sufi Government, corruption, bureaucracy
Implementation of Compulsory Study 12 Year Policy to Increase Education Quality in Kudus Regency Lestari, Asih Widi; Wijaya, Andy Fefta; Rochmah, Siti
WACANA, Jurnal Sosial dan Humaniora Vol 18, No 1 (2015)
Publisher : Pascasarjana Universitas Brawijaya

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Education is an important instrument in improving the human resources quality. Kudus Regency has implemented compulsory study since 2010 through Kudus Regency Regional Regulation Number 2/ 2010 about Compulsory Study 12 (Twelve) Years. While, Central Government issued compulsory study 12 year policy in June 2013 through Ministry of Education and Culture Regulation Number 80/2013 about Universal Secondary Education. Obviously, this is a bold step of Kudus Regency Government in improving the education quality at Kudus Regency. The research objectives are: to know, analyze, and describe about Implementation of compulsory study 12 years policy to increase education in Kudus Regency; and to know, analyze, and describe about supporting and inhibiting factors toward implementation of compulsory study 12 years policy to increase education quality in Kudus Regency. This research resulted that the implementation compulsory study 12 years policy in Kudus Regency has been successfully, viewed from the actor that completely carry out their duties and responsibilities; the existence of funding and programs from Kudus Regency Government and Central Government is supporting the mechanism implementation in accordance with the provisions. The compulsory study 12 years policy in Kudus Regency had positive impact in improving the education quality at Kudus Regency, it is seen from the increase of Gross Enrollment Ratio (GER) for secondary education from 60% in 2008 to 80,59% in 2013. The success in improving the education quality is also seen from achievement of Kudus Regency in obtained champions in various championships. The supporting factors are The content of the Kudus Regency Regional Regulation Number 2/ 2010 about Compulsory Study 12 Years and the Minister of Education and Culture Regulation Number 80/ 2013 about Universal Secondary Education which clear and easy to understand; the willingness of Kudus Society in receiving the compulsory study 12 years policy; the support funding and scholarships provided by Kudus Regency Government and Central Government. And the inhibiting factors are lack of quality and quantity of human resources (teachers) in Kudus Regency; lack of facilities and infrastructure in supporting the education; the facilities and infrastructure referred is the practice equipments for students that expensive; inequality in educational development at Kudus Regency, especially in rural area; the mindset of Kudus Regency society who ignore the education, especially in rural area; unpredictable conditions such as flood that rather frequently in Kudus, so that damage the education infrastructure. Keyword: Compulsory Study 12 Year Policy, Education Quality, Kudus Regency
PERENCANAAN PENGEMBANGAN SUMBER DAYA APARATUR DI KABUPATEN BOJONEGORO Hastuti, Madyana Retnaning; Wijaya, Andy Fefta; Rochmah, Siti
REFORMASI Vol 5, No 1 (2015)
Publisher : Universitas Tribhuwana Tunggadewi

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (59.977 KB) | DOI: 10.33366/rfr.v5i1.63

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Civil Servant as an engine of development requires equal attention to the development itself. Civil Servant is expected to be able to achieve national goals. Due to the high expectacy by the people or organizations to make the research on the development of these Civil Servant is very important. This is a descriptive research with a qualitative approach. While the purpose of this study is to investigate, analyze and interpret th planning of civil servant development in Bojonegoro and its supporting and contrain factors.The planning of Civil Servant development in Bojonegoro includes assessing the current human resource capacity, forecasting human resource requirement, gap analysis, developing human resource strategies to support organization strategies that support the the regency’s vision and mission. The supporting factors of the planning of Civil Servant development is adequate funding, adequate infrastructure, supports by government's commitment, and also support by the mandates of government regulations that require regional planning, including the Civil Servant development. While the contrain factor is that planners still less competent employees, the changes of Act No. 5 of 2014 there has been no implementation guidance yet, policy about the structural position. The planning of Civil Servant development in Bojonegoro is a good plan because it has been through the stages in accordance with the theory.