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Abstrak :
Transformasi digital melalui kemajuan teknologi informasi dan komunikasi telah mengubah paradigma pelayanan publik dari pelayanan bersifat konvensional menjadi pelayanan berbasis internet. Perubahan paradigma ini memicu kemunculan Kota Cerdas (Smart City) yang telah marak dalam beberapa dekade terakhir. Salah satu perwujudan implementasi Kota Cerdas adalah e-government, yang salah satunya direalisasikan melalui aplikasi layanan kependudukan berbasis internet yang diselenggarakan oleh Pemerintah Kota Depok dalam beberapa tahun terakhir. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan masyarakat Kota Depok terhadap layanan dokumen kependudukan yang diselenggarakan oleh Pemerintah Kotanya. Lokus penelitian dilakukan di dua kelurahan di Kecamatan Cinere, yaitu Kelurahan Cinere dan Kelurahan Gandul dengan pertimbangan bahwa kedua kelurahan ini merupakan yang terpadat di Kecamatan Cinere. Secara sosial ekonomi, Kecamatan Cinere merupakan kecamatan yang termaju di antara kecamatan-kecamatan yang ada di Kota Depok, sehingga kemungkinan penggunaan sistem aplikasi online dalam pelayanan dokumen kependudukan oleh masyarakat lebih besar dibandngkan penggunaan oleh masyarakat di bagian wilayah lainnya di Kota Depok. Pendekatan penelitian ini adalah penelitian kuantitatif yang dianalisis dengan statistika deskriptif dan statistika inferensial (regresi logistik biner). Secara umum tidak ada perbedaan signifikan dalam hal tingkat kepuasan menurut kategori variabel bebas yang diajukan dalam penelitian ini. Perbedaan yang signfikan terjadi pada Status Migrasi Seumur Hidup responden dan durasi penyelesaian dokumen kependudukan. Penelitian ini merekomendasikan kepada Pemerintah Kota Depok untuk mengedepankan dan meningkatkan integritas melalui penguatan e-governance dalam pengelolaan aplikasi dukcapil. ......Digital transformation through advances in information and communication technology has changed the paradigm of public services from conventional services to internet-based services. This paradigm shift has triggered the emergence of Smart Cities, which have flourished in the last few decades. One of the embodiments of Smart City implementation is e-government, one of which is realized through the application of internet-based population services organized by the Depok City Government in recent years. This study aims to analyze the level of satisfaction of the people of Depok City with the service of population documents organized by the City Government. The research locus was carried out in two villages in Cinere District, namely Cinere Village and Gandul Village with the consideration that these two villages were the most densely populated in Cinere District. Socio-economically, Cinere District is the most advanced sub-district among the sub-districts in Depok City, so the possibility of using an online application system in the service of population documents by the community is greater than the use by the community in other parts of Depok City. The approach of this research is quantitative research which is analyzed by descriptive statistics and inferential statistics (binary logistic regression). In general, there is no significant difference in the level of satisfaction according to the category of independent variables proposed in this study. Significant differences occur in the Lifelong Migration Status of respondents and the duration of completion of residence documents. This study recommends the Depok City Government to prioritize and improve integrity through strengthening e-governance in managing the Dukcapil application.

Abstrak :
Nowadays, service quality given by government oflicer is a central issue in implementing good that the government is conceming, quick service process, accurate, economical and transparence are hopes that the society waits for. Focus in this research meant by getting the datas and information about service quality given by East Telukjambe sub district officers in giving service of making citizen identify card that is measured with dimension of Tangibles, Reliability, Responsiveness, Assurance and Empaty. The research method used in this research is descriptive research. The technique of taking sample done into 2 stage : firt, area sample and respondent sample that is done at random. Collecting data is done by using questioner as a main instrument. The acquired data is managed, tested by technique quality. Then, it is interpreted and analyzed. The result research shows that all of the realization service that is given by East Telukjambe sub district officer in making the citizen identify card according to society?s judgment is less satisfied. It can be seem at the average scores on level quality of service per dimension totally, namely -0,19, in formula R - H < 0 so the service is less satisfied. On of the best explanation to understand the problem quality ofservice in making citizen identify card in East Telukjambe sub district office is trough improvement of manner of sub district officers to professionalism.

Abstrak :
Penelitian ini bertujuan untuk mengetahui tingkat kepuasan dari Wajib Pajak terhadap kinerja Pengadilan Pajak yang berlokasi di Jakarta. Objek analisis adalah service quality, dimana responden akan diminta menjawab beberapa pertanyaan yang disajikan dalam bentuk kuesioner yang berisikan hal-hal yang berhubungan dengan kineija Pengadilan Pajak. Pertanyaan-pertanyaan tersebut juga mencakup hal-hal yang bersifat fisik (Tangible), layanan petugas (Responsiveness & Emphaty), kepnasan hasil putusan hakim (Assurance), Serta hal lain yang dapat menunjukkan keterhandalan (Reliability).

Penelitian ini dilakukan dengan menggunakan metode survei. Sampel diambil dengan menggunakan metode Simple Random Sampling. Sebelum data yang telah diperoleh dianalisis dengan menggunakan metode service quality, terlebih dahulu diuji dengan uji persyaratan analisis.

Uji pertama yang dilakukan adalah uji validitas data dengan menggunakan uji Rank Spearman, serta uji reliabilitas menggunakan uji Cronbach?s Alpha. Seluruh item dari kedua variabel yang diikutsertakan dalam analisis memiliki nilai validitas Iebih dari 0,300, sedangkan nilai reliabilitasnya berada di atas nilai 0,700, sehingga data yang diperoleh untuk kedua variabel tersebut dengan kuesioner yang telah dibuat dinyatakan valid dan reliabel.

Berdasarkan hasil penelitian dapat dinyatakan bahwa dari lima dimensi yang merupakan indikator dari service quality, hanya dimensi Assurance yang telah memenuhi harapan para pemohon banding. Sedangkan dan dimensi lainnya, yaitu Responsiveness & Reliability masih harus ditingkatkan karena masih di bawah harapan pemohon banding. Dua dimensi terakhir, yakni Tangible dan Emphaty, juga memiliki nilai yang rendah namun dua dimensi ini juga tidak terlalu diharapkan oleh Pemohon banding.

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This Research is intended to explore tax payer's satisfaction towards the operational of the court of tax which is located in Jakarta, Indonesia. Object analysis is a service quality, where the respondent will be asked to answer a few question as a form of questioner. The questioner will include some of the questions regarding the operational of the court of tax it self. Furthermore, the question will also include tangible, responsiviness, emphaty, assurance, and reliability issues.

A survey method was used in this research. All samples were taken by using a Simple Random Sampling Method. All data were tested by Analysis?s test before they were tested by service quality method.

The first test is a validity data. lt was performed by using a Rank Spearman Test. There were also reliability test which was using Cronbach?s Alpha Test. All item from these two variables have the validity?s value of more than 0,300. As for the reliabilities value: more than 0,700. Therefore, all the data that were collected with those two methods were considered to be valid and reliable.

From this research, we could conclude that out of live dimensions which are indicators of a service quality, only Assurance Dimension raises the most. While the expectation. ln needs to be improved. Finally, the last two dimensions: Tangible and Emphaty. They were also beyond expecetation. People do not have high hope for these two last dimensions.

Abstrak :
Penyakit Tidak Menular (PTM) merupakan penyebab utama global dan terdapat kenaikan prevalensi PTM di Indonesia. PTM mendominasi pola penyakit penderita rawat jalan rumah sakit menurut golongan umur 45-75 tahun di Kota Depok. Program Rujuk Balik (PRB) dimaksudkan sebagai alat kendali mutu dan biaya oleh BPJS Kesehatan dalam menangani peserta penyakit kronis yang sudah dinyatakan stabil dengan merujuk kembali pasien ke faskes primer. Tujuan penelitian ini ingin mengetahui implementasi pelaksanaan PRB di wilayah kerja BPJS Kesehatan KC Depok. Penelitian ini menggunakan metode kualitatif dengan wawancara mendalam kepada pelaksana PRB. Hasil penelitian menunjukan bahwa implementasi program rujuk balik masih belum optimal dilihat dari angka capaian yang masih dibawah target/potensi, hambatan ketersediaan obat, serta sistem aplikasi yang kurang terintegrasi antara BPJS, faskes, maupun apotek. ......Non-Communicable diseases (NCD) the leading cause of death globally and there is increasing prevalence of NCD in Indonesia. NCD dominates hospital out-patients disease by age 45-75 in Depok. The Counter-Referral Program (CRP) is a program intended as cost and quality tool by BPJS Kesehatan in managing patients with chronic disease that has been declared stable then referring the patients back to the primary health care. The purpose of this research is to understand the implementation of CRP in working area of BPJS Kesehatan Depok. This research was conducted using qualitative method by in-depth interview. The result showed that the implementation of CRP has not yet concluded running optimally referred to lower outcome number than the target/potential number, unavailability of medicines, and unitegrated information system among BPJS Kesehatan, health care and pharmacy institutions.