Pelayanan publik adalah suatu kegiatan pemenuhan kebutuhan masyarakat dalam bentuk jasa maupun barang, namun saat ini buruknya pelayanan publik yang dirasakan masyarakat adalah pelayanan yang berbelit-belit, keterampilan pelayan publik yang kurang profesional, serta waktu pelayanan yang kurang efektif dan efisien. Permasalahan ini muncul dalam rangka untuk memberikan evaluasi kepada pelayan publik supaya lebih baik. Pelayan publik dituntut dapat menciptakan suatu ide atau inovasi pelayanan supaya kepuasan suatu masyarakat dapat terjamin. Media sosial menjadi solutif-alternative yang sangat berperan penting untuk optimalisasi sebuah sistem kerja pemerintah, salah satunya melalui media sosial twitter. Tujuan penelitian ini adalah untuk mendeskripsikan secara akademik dan ilmiah tentang pemanfaatan media sosial twitter dalam birokrasi pemerintahan sebagai upaya peningkatan pelayanan prima dengan berbagai informasi peristiwa yang penulis dapatkan. Metode penelitian ini menggunakan pendekatan kualitatif-deskriptif, sedangkan teknik analisis yang digunakan adalah analisis isi (content analysis) yang memuat metode induksi, deduksi, dan komparasi. Objek penelitian ini adalah media sosial akun twitter @ ganjarPranowo dan akun twitter @ridwanKamil sebagai akun twitter resmi kepemilikan Ganjar Pranowo dan Ridwan Kamil. Hasil penelitian menunjukkan pemanfaatan media sosial twitter dalam birokrasi pemerintahan Ganjar Pranowo dan Ridwan Kamil sebagai upaya peningkatan pelayanan prima sudah memenuhi aspek variabel teori pelayanan prima. Dalam mewujudkan pelayanan prima melalui media sosial twitter telah menerapkan standar: kemampuan (ability), sikap (attitude), penampilan (appearance), perhatian (attention), tindakan (action), dan tanggung jawab (accountability). Dengan adanya media sosial twitter ini pemerintah menjadi lebih mudah untuk mengakses suatu informasi yang timbul di masyarakat, sehingga interaksi masyarakat dengan pemerintah menjadi mudah dan efektif.
This study aims to determine how the application of the New Public Service concept to the WADUL-E Service (Aspiration and Electronic Complaints Forum) in Pacitan Regency. This study used a qualitative approach and the determination of informants using the purposive sampling technique. The results showed that the concept of the New Public Service was not fully applicable to the Pacitan WADUL-E Service, because the researchers did not find data related to the 6th indicator, which is serving not directing which contains the position of the leader here, not as the owner but as a public servant or public servant. However, the rest of the concept of the new public service is in accordance with the real situation in the Pacitan Wadule Service. Hence, it is necessary to have in-depth research to find out the leadership side in the service. Based this research, it can be conculed that it is one of the public innovation efforts created by the Pacitan Regency Government is to provide Complaint Services in the form of WADUL-E Services of Pacitan Regency which was formed and inaugurated on March 14, 2018. By utilizing this service, it is hoped that the aspirations and complaints of the Pacitan citizens are connected to regional government. Keywords: E-Service, New Public Service, WADUL-E Pacitan
Social media is a medium that was created to facilitate social interaction that is interactive or two-way. Social media is based on internet technology that changes the pattern of information dissemination from a previously one-to-many audience. The purpose of this study is to provide knowledge about how effective social media instagram as an effort to improve the quality of public services in the COVID-19 pandemic. The research method used was qualitative by analyzing content based on discourse analysis. The data source was taken from KPP Pratama Ponorogo by analyzing the content on instagram social media accounts. The result in this study is that every institution or government agency that has social media such as Instagram on KPP Pratama Ponorogo must pay attention to service quality measuring indicators, so that in its implementation in the midst of the COVID-19 pandemic can run effectively and efficiently.
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