Pelayanan Terhadap Kepuasan Masyarakat pada RPTRA di Wilayah Jakarta Pada Masa Pandemi Covid-19
Abstract
Green open space in Jakarta is very minimal due to the large number of construction of office buildings, shopping centers and others. The DKI Jakarta Provincial Government has a solution to the problem of the lack of green open space by building a Child Friendly Integrated Public Space (RPTRA). Basically the RPTRA in Jakarta is very well received by the community. The RPTRA is optimally utilized by the community to carry out various activities. Basically, community satisfaction is very high with the program, but currently community satisfaction has decreased due to the COVID-19 pandemic. The problems faced during the COVID-19 pandemic are the lack of management ability to provide services online and the absence of a special program from the DKI Jakarta Provincial Government. The purpose of this study is to determine whether service has an effect on community satisfaction. The method used is descriptive quantitative with data analysis using simple linear regression analysis. Data collection was carried out by distributing questionnaires. From the research results it is known that there is an effect of service on community satisfaction by 35.3% in RPTRA in the Jakarta area during the Covid-19 pandemic. The results of this study indicate that there is a positive and significant effect of service on community satisfaction.
Keywords: services, rtpra, community satisfaction, covid 19 pandemic, jakarta
Keywords
Full Text:
PDFReferences
A Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. (1988). Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, 12-40.
Agus Riyanto. (2015). The Effect of Service Quality on Customer Satisfaction at SSP Restaurant (Special Super Penyet). Solo: Muhammadiyah University of Surakarta.
B. Bestari, Rully. (2018). Child-Friendly Integrated Public Spaces (RPTRA): is it appropriate as child-friendly public spaces. Semnas Expert to 1. 293-298.
Cooper and Schindler. (2014). Business Research Method. New York: McGraw-Hill.
Crespo, Carlos Carrion. (2020). COVID-19 and Public Emergency Services. Switzerland: International Labor Organization.
Draper, N. & Smith, H. (1998). Applied Regression Analysis. New York: Wiley.
Dwi and Febriana. (2010). Effect of Service Quality on Customer Satisfaction in Forming Customer Loyalty. Journal of Administrative and Organizational Sciences 17 (2) 114-126.
Francis, Jacinta, etc. (2012). Creating Sense of Community: The Role of Public Space. Journal of Environmental Psychology. 32, 401-409.
Gehl, J. & Gemzoe, L. (2001). New City Spaces. Copenhagen: Danish Architectural Press.
Gehl, J. (2011). Life Between Buildings: Using Public Space (Transl. By Koch, J.) New York: Van Norstrand Reinhold.
Ghozali, Imam. (2009). Multivariate Analysis Application with SPSS Program. Semarang: UNDIP.
Herlina, Netti. (2018). Implementation of the Child-Friendly Integrated Public Space Policy (RPTRA) at RPTRA Utama Cengkareng West Jakarta. XIX PLPB Journal (1) 42-58.
Husein Umar. (2005). Research Methods. Jakarta: Salemba Empat.
Kurniawan, Tegus. (2006). Problems and Challenges in Jakarta Management: Aspects of Population, Surface of Earth, and Urban Infrastructure. Journal of Business & Bureaucracy, Vol XIV (4): 732-743.
Mokhlis, Safick. (2012). The Influence of Service Quality on Satisfaction: A Gender Comparison. Public Administration Research; Vol. 1 (1): 103-112.
Montgomery, DC & Peck, EA (1992). Introduction to Linear Regression Analysis. New York: Wiley.
Muhamad, Nafil Attar (2017). Performance Evaluation of Child Friendly Integrated Public Space (RPTRA) Cililitan, East Jakarta. Yogyakarta: Gajah Mada University.
Reza and Farah. (2014). The Influence of Service Quality on Customer Satisfaction of Futsal Field Service Users. Telkom University. Journal of September 2014.
Rupa, Charita Kishore. (2015). Importance of Public Spaces in Cities. London: Architectural Association Scholl of Architecture Graduate Scholl Programs.
Samsudin and Primi. (2018). Evaluation of Physical and Non-Physical Quality in Child-Friendly Integrated Public Spaces (RPTRA). Journal of Architecture, Building & Environment 7 (1) 31-40.
Shehayeb, Dina. (2008). Safety and Security in Public Space. International Report on Crime Prevention and Community Safety: Trends and Perspectives. UK: ICPC.
Sitinjak, Tumpal JR & Sugiarto. (2006). Lisrel. Yogyakarta: Graha Ilmu.
Spicker, Paul. (2009). The Nature of a Public Service. International Journal of Public Administration 32 (11): 190-692.
Sri Hartanty. (2015). Sistem Pakar Dan Pengembangannya. Solo: Muhammadiyah University of Surakarta.
Suliyanto. (2011). Applied Econometrics: Theory and Application with SPSS. Yogyakarta: Andi Offset Publisher.
Suryabrata, Sumadi. (2004). Research Methodology. Yogyakarta: Pustaka Belajar.
Susetyo, Budi. (2012). Statistics for Research Data Analysis. Bandung: PT. Refika Aditama.
Tjiptono, Fandy. (2011). Marketing Strategy. The Third Edition. Yogyakarta: ANDI.
Utami et al. (2016). Benefit-based City Community Participation in Forming Child-Friendly Public Parks. Journal of Indonesian Landscape 8 (2) 28-38.
Zeithaml, VA, Parasuraman, A. and Berry, LL (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York, NY: Free Press.
DOI: https://doi.org/10.26618/kjap.v7i1.4736
Refbacks
- There are currently no refbacks.
Copyright (c) 2021 Kolaborasi : Jurnal Administrasi Publik
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
______________________________________________________________________________________________________
