Purpose The purpose of this paper is to investigate the effect of service quality toward public satisfaction and public trust on local government in Indonesia. Design/methodology/approach A quantitative approach was used to achieve the objectives of the study. The study consisted of nine exogenous variables and one endogenous variable. The exogenous variables were delivery, timeliness, information, professionalism, staff attitude, organizational politics, internal roles, external roles and citizen satisfaction, while the endogenous variable was public trust toward the regional government. The samples were taken using two sampling methods, cluster sampling technique and proportional stratified random sampling technique. The cluster sampling was institutional sample in which the researchers selected 2 out of 11 regencies in West Sumatra, and 2 out of 7 cities in West Sumatra. The regencies were Pasaman Barat and Tanah Datar and the cities were Padang Panjang and Padang. In the lower level, there were ten nagari and ten lurah. On the second stage, the sample was selected using the proportional stratified random sampling technique that had been set at the first stage. Slovin formula with 2 percent of errors was used to determine the number of samples. The total respondents in this study were 4,177 respondents. Findings The hypothetical model can be used as a new model for public service that was provided by the local governments (cities and districts) and it was able to increase citizen satisfaction and citizen trust with local government, especially in the basic need services such as education and health as described in Figure 1. In order to increase public satisfaction on the basic needs, such as education and health services, regional government should improve delivery, timeliness of service, availability of information, staff professionalism, staff attitude, external and internal roles of manager and at the same time minimize organizational politics within the local government. Furthermore, it is also evident in this model that increasing public satisfaction on basic services can increase public confidence toward regional government. The finding that shows the novelty of this research is the internal and external role of managers in improving public satisfaction and trust in regional government. Meanwhile, the addition of internal political as variable is a development to improve the existing models. Originality/value Regional government should reconstruct their basic public service in order to meet need of the public. No previous study has comprehensively studied the relationship between interaction quality, physical environmental quality, and outcome quality to public satisfaction and its implication to public trust, especially in Indonesia.

This study aimed to explain the effect of employee satisfaction on service quality through delivery and profession nalism both directly and indirectly in the office of Labor and Industrial Agency of Padang City. Employee satisfaction in this study was divided into three dimensions of satisfaction, namely job satisfaction, equity satisfaction and disconfirmation satisfaction. This study tried to prove the influence of the exogenous variables on the endogenous variable. The method used in this study was quantitative associative with the subject of employees in the Labor and Industrial Agency of Padang City. Sample was determined through proportionate stratified random sampling. By using the Slovin formula, sample of 47 respondents was obtained. In this study the data were collected using a Likert scale questionnaire which has been tested for its validity and reliability. Before analyzing with path analysis model, the classical assumption and regression tests were first performed. Hypothesis test results prove the existence of a significant influence of each exogenous variable (job satisfaction, equity satisfaction and disconfirmation satisfaction) on endogenous variables (delivery, professio nalism and service quality) both simul taneously and partially. Each of these variables had a different influence on the quality of service in the Labor and Industrial Agency of Padang City. The implication of theoretical research was that the theory used in this study was still quite actual and relevant so that this study did not abort existing theories, but could strengthen the theory.

AbstrakPengadaan alat kesehatan adalah usaha pihak manajemen logistik rumah sakit dalam pemenuhan kebutuhan rumah sakit dan user akan alat kesehatan untuk peningkatan mutu pelayanan rumah sakit. Untuk pemenuhan kebutuhan ini diperlukan pertimbangan efisiensi, efektifitas dan pemanfaatan alat kesehatan yang diadakan tersebut. RSUD Padang Pariaman masih bermasalah dalam pelaksanaan pengadaan alat kesehatan dimana masih adanya alat kesehatan yang diadakan belum dimanfaatkan dalam memberikan pelayanan kesehatan di rumah sakit. Penelitian ini bertujuan untuk melihat bagaimanakah analisis pengadaan alat kesehatan di RSUD Padang Pariaman tahun 2017. Hasil penelitian ini dari komponen input, kebijakan atau SOP belum ada, tenaga dari sisi kuantitas belum mencukupi, dana perlu ditingkatkan anggaranya terutama yang bersumber dari APBD, sarana prasarana belum ada. Pada komponen proses, perencanaan dan penerimaan/pemeriksaan masih ada masalah sedangkan pada komponen pengadaan pemilihan penyedia sudah sesuai dengan Perpres RI No 4 Tahun 2015. Pada komponen output, pelaksanaan pengadaan alat kesehatan di RSUD Padang Pariaman belum sepenuhnya sesuai dengan kebutuhan rumah sakit dan user. AbstractProcurement of medical equipment is the effort of the hospital's logistics management to fulfill the hospitals demands and users of health equipment to improve the hospital services. In fuiltiling this requireneed we need of efficiency, effectiveness and utilization of the medical devics. Regional Public Hospital in Padang Pariaman still has problem in the implementation of health equipment procurement where the existence of health equipment held not been utilized to provide health services in the hospital. This study aims to see how the analysis of procurement of health equipment in Regional Public Hospital in Padang Pariaman year 2017. Result of the research from input component, policy or Standard of Prosedure not yet exist, power from side of quantity not yet enough, fund need to increase its service especially that sourced from APBD, means of infrastructure not yet exist. In the components of the process, planning and acceptance / examination is still problem while the procurement component provider selection is in Perpres RI No 4 of 2015. In the output component, the implementation of health equipment procurement in RSUD Padang Pariaman not fully in accordance with the hospital need and user

This research discuss about the Reinforcement of Foreigner Satisfaction Concept in immigration service in Indonesia. Policy implementation and law enforcement will be much easier if the government can gain trust from its citizen (Zhao and Hu, 2015), even in a more extreme case, the low trust in government can push reformation (Salim et al., 2017). Immigration service is not only provided for Indonesian but also for foreigners that enter Indonesia territory. Few immigration services provided for foreigners are visa and stay permit extension, stay permit shifting, multiple exit re-entry permit, and dual citizenship for children under 18 years old. This research aims to prove the influence of equity and disconfirmation satisfaction on CSI as intervening variables in order to re-formulate the more representative CSI concept. This was a quantitative research that was conducted in Padang Immigration Office. It aims to uncover the influence of service quality on CSI directly and the influence of it when it was interfered by equity and disconfirmation and to re-formulate the CSI by strengthening the foreigner satisfaction concept. The sample was taken by using stratified proportional random sampling technique. The sample was counted by using Slovin formula. Based on all findings and discussion above, we concluded that the reinforcement of foreigner satisfaction concept can be done by adding equity satisfaction and disconfirmation satisfaction into existing CSI model because both of them can increase the influence of service quality on SCI. It meant that in assessing the foreigner satisfaction by using CSI, there are other variables that have to be considered in order to assess it comprehensively and meet with foreigner's expectation. Furthermore, the proposed hypothetic model was proved and it can be accounted for academically. The model can be used as the conceptual cornerstone by other researchers to do other studies related to service quality and CSI. Keyword: Reinforcement, Foreigner, Satisfaction Concept, Immigration, Indonesia. ABSTRAKPenelitian ini membahas tentang penguatan konsep kepuasan orang asing dalam 202pelayanan keimigrasian di Indonesia. Implementasi kebijakan dan penegakan hukum akan jauh lebih mudah jika pemerintah dapat memperoleh kepercayaan dari warganya (Zhao dan Hu, 2015), bahkan dalam kasus yang lebih ekstrem, kepercayaan pemerintah yang rendah dapat mendorong reformasi (Salim et al., 2017). Layanan imirasi tidak hanya disediakan untuk orang Indonesia tetapi juga bagi orang asing yang memasuki wilayah Indonesia. Beberapa layanan imigrasi untuk orang Indonesia tetapi juga bagi orang asing yang memasuki wilayah Indonesia. Beberapa layanan imigrasi yang diberikan kepada orang asing adalah perpanjangan visa dan izin tinggal, perizinan izin tinggal, izin masuk kembali, dan kewarganegaraan ganda untuk anak dibawah 18 tahun. Penelitian ini bertujuan untuk membutktikan adanya pengaruh kepuasan ekuitas dan kepuasan disconfirmation pada CSI sebagai variable intervening dalam rangka merumuskan kem...

Simultaneously, service quality as measured by customer satisfaction (internal and external) has not been the focus of service improvement in Indonesia, the new Menpan and Bureaucratic Reform measure the Community Satisfaction Index (IKM) for external customers. In this study, equity theory is assumed to be a bridge between internal and external customer satisfaction. This study analyzes the level of differences in internal and external customer satisfaction on service transactions and analyzes the effect of internal customer satisfaction on service transactions and the effect of service transactions on external customer satisfaction. Service transactions use indicators of delivery, timeliness, information, professionalism, staff attitudes, and organizational politics. The final objective of this research is to create a quality local government service model through the Total Quality Management (TQM) approach. This research was conducted at RSUD Padang Panjang using an asocial quantitative approach. Data collection used a Likert scale questionnaire which had previously been tested for validation and reliability both in content and in empirical test items. A valid and reliable questionnaire was then used to collect data samples taken using stratified proportional random sampling technique, using the Slovin formula (error 2%) obtained a sample of 201 internal respondents and 956 external respondents. Data were analyzed by regression and t-test that had previously been tested classical assumptions. The results showed that there is a significant effect of internal customer satisfaction on service transactions and the effect of service transactions on external customer satisfaction. While the t-test results emphasize the level of significant differences in information and indicators of organizational politics.

The purpose of this study is to determine the effect of employee professionalism and organizational equity on the satisfaction of disconfirmation satisfaction (patient disconfirmation) at the Regional General Hospital of Padang Panjang City. The background of the research because of the demands of the government to improve the professionalism of the apparatus in providing services to the community. The government explicitly emphasized the importance of satisfaction felt by society especially in the field of health. The level of satisfaction of the people of Padang Panjang City towards the service of the Regional General Hospital was still relatively low. In 2017, Dasman Lanin's research results concluded that the public satisfaction index in the field of health proved low. The patient's dissatisfaction is identified as influenced by employee professionalism and organizational equity. This research used the associative quantitative method. Sampling was using a slovin formula with a margin of error of 5% in the population of 61,520 patients which produced 397 samples with a proportionate stratified random sampling technique. Data collection was using a closed questionnaire with Likert measurement scale and has been tested its validity and reliability, and has tested its classical assumptions. Data were analyzed by using multiple regression analysis techniques. The result of the hypothesis test proved that there is a significant influence on employee professionalism and organizational equity simultaneously to patient satisfaction at Regional General Hospital Padang Panjang City with 20.5% of the contribution. While partially, there is a significant influence of employee professionalism variable for 2.2% and equity organization for 19.1% of patient satisfaction. The implications of this research are the importance of employee professionalism and organizational equity in improving patient satisfaction at the Regional General Hospital of Padang Panjang City.When it comes to public health services, regional general hospitals are one of the most visible and perceivable images of how the achievements and progress of bureaucracy reform in the health-care sector are. The existing apparatus in the hospital is the front line that becomes the benchmark of bureaucracy reform success in the field of health services. However, for now, there has been no

Padang City is located on the West coast of Sumatra Island that borders directly with the Indian Ocean. The coastal region of the city stretches from Pasia Jambak beach, Muara Anai in the Northto Sungai Pisang in the South. The coast of South section is different from the coast of Northsection, because the Southern coastline is heterogeneous because there are many small bay, small islands and narrow beaches directly adjacent to the volcanic hills. This research aims to determine the dynamics condition of a coastal environment based on the characteristic (length, velocity, energy, and height), sediment transport value, accretion/abrasion factor value, and coastal equilibrium in Padang City.The method used in this study is the calculation of wavelength (L0 ), wave velocity (C), wave energy (E), run-up height (Hb ), and sediment transport (Q) to determine accretion/abrasion factor and equilibrium (G0 ). Furthermore, it is done by Geographic Information System (GIS) approach to spatial information of research location. Research result shows that coastal region(beach)in Padang City tends to experience accretion along the beach of Pasia Sabalah, Panjalinan North, Panjalinan South, Parkit, Purus South, Purus North, Muaro Padang, Air Manis North and Pasia Putih. While the abrasion conditions occur inPasia Jambak, Parupuk Tabing, Bung Hatta University beach, Air Manis South and Sungai Beremas.

<p>Keluhan yang lazim diungkapkan oleh masyarakat pengguna layanan angkutan kota berkaitan dengan budaya kerja pengemudi angkutan kota antara lain pengemudi angkutan kota yang mengambil dan menurunkan penumpang di luar pangkalan dan suka ngetem, memutar musik dengan volume tinggi, ugal-ugalan dan  mengemudikan angkutan kota dengan kecepatan tinggi dan kebut-kebutan di jalan raya dan rem mendadak jika melihat ada calon penumpang di pinggir jalan. Penelitian ini bertujuan untuk menganalisis pengaruh budaya kerja pengemudi angkutan kota terhadap kepuasan penumpang di Kota Padang. Penelitian ini menggunakan metode kuantitatif deskriptif. Sampel dalam penelitian ini adalah 400 penumpang angkutan kota di Kota Padang. Pengambilan sampel menggunakan rumus slovin dan teknik Simple Random Sampling. Pengumpulan data dilakukan dengan menggunakan angket dengan pengukuran skala likert dan wawancara. Data dianalisis menggunakan teknik analisis uji regresi linier sederhana. Hasil penelitian menunjukkan bahwa terbukti adanya pengaruh yang signifikan budaya kerja pengemudi angkutan kota terhadap kepuasan penumpang di Kota Padang sebesar 19,1%. Berdasarkan hasil ini perlu upaya pemerintah kota Padang merumuskan suatu bimbingan teknis kepada para pengemudi angkutan kota tentang nilai-nilai budaya kerja yang dapat meningkatkan kepuasan penumpang.</p>Keywords: Budaya Kerja; Kepuasan Penumpang ; Angkutan Kota<em></em>