KUALITAS PELAYANAN BRAILLE E-TICKET AND EXTRAORDINARY ACCESS FOR VISUAL DISABILITIES (BREXIT) UNTUK REHABILITASI SOSIAL BINA NETRA OLEH UPT PUSKESMAS JANTI KOTA MALANG
Keywords:
Service Quality, Brexit, Blind Social Rehabilitation
Abstract
Quality and quality public services and excellent public services cannot be separated from the awareness of the government and the community to improve the quality of public services. Service quality is an effort to meet customer needs in an appropriate manner so that customer needs can be met (Dewi, 2016). Brexit or Braille E-Ticket and Extraordinary Access for Visual Disabilities is a public service innovation for people with visual impairments at UPT Puskesmas Janti, Malang City. This study uses qualitative research methods with data obtained from observations and interviews. This study analyzes service quality based on the theory of Kotler and Keller (2016) which includes the following five dimensions; dimensions of tangibles, reliability, responsiveness, assurance and empathy. The results showed that the Quality of Service of Braille E-Ticket and Extraordinary Access for Visual Disabilities (Brexit) for Blind Social Rehabilitation by UPT Puskesmas Janti Malang City has really tried to provide the best service according to the wishes of patients with visual impairments so that blind patients are loyal. and believe in using Brexit services and other services at the Janti Health Center.
Keyword: Service Quality, Brexit, Blind Social Rehabilitation
References
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Sellang, K., & Useng, A. R. (2013). Kualitas Pelayanan Publik terhadap Peningkatan Kinerja Aparatur di Kantor Kelurahan Benteng Kecamatan Baranti Kabupaten Sidenreng Rappang. Jurnal Praja, 2(1), 1–15.
Tedyan. (2019). Pentingnya Pelatihan ToT. Presenta.Co.Id. https://presenta.co.id/pelatihan- tot/#:~:text=Training of trainer atau pelatihan,pelatihan tersebut kepada orng lain.
Williams, J. G. (2003). The Importance of HR Practices and WorkplaceTtrust in Achieving Superior Performance: A Study of Public-Sector Organizations. International Journal of Human Resource Management, 14(1), 48. https://doi.org/10.1080/09585190210158501
Wiranto, A. A. (2021). Pentingnya Memasang Handrail di Kamar Mandi. Kompas.Com. https://www.kompas.com/properti/read/2021/10/25/210000521/pentingnya-memasang-handrail-di-kamar-mandi?page=all#
Wulansari, N., & Meirinawati. (2022). Kualitas Pelayanan Pengiriman Pos Kilat Khusus di PT. Pos Indonesia Kebonrojo Surabaya. Jurnal Publika, 10(2), 457–470.
Alil, M. A., & Yaseen, E. A. (n.d.). Service Quality in Public Services “ A Study of The Public Services in Urban Egypt .”
Aryska, M. (2017). Pengaruh Reputasi Perusahaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen (Kasus Rumah Sakit Islam Ibnu Sina Pekanbaru). 4(1).
Aucoin, P., & Heintzman, R. (2000). The Dialectics of Accountability for Performance in Public Management Reform. International Review of Administrative Sciences, 66(1), 49. https://doi.org/10.1177/0020852300661005
Dewi, R. R. (2016). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien Pengguna BPJS Dengan Kepuasan Pasien Sebagai Variabel Interventing. Jurnal Ekonomi Manajemen Sumber Daya, 18(2), 150. https://doi.org/10.23917/dayasaing.v18i2.4511
DPMPTKP. (2019). Pelayanan Publik. DPMPT Kulon Progo. https://dpmpt.kulonprogokab.go.id/detil/508/pelayanan-publik
Edlins, M. (2019). Developing A Model of Empathy For Public Administration. Administrative Theory and Praxis, 43(1), 15. https://doi.org/10.1080/10841806.2019.1700459
Edlins, M., & Dolamore, S. (2018). Ready to Serve The Public ? The Role of Empathy in Public Service Education Programs. Journal of Public Affairs Education, 24(3), 2. https://doi.org/10.1080/15236803.2018.1429824
Eprilianto, D. F., Sari, Y. E. K., & Saputra, B. (2019). Mewujudkan Integrasi Data Melalui Implementasi Inovasi Pelayanan Kesehatan Berbasis Teknologi Digital. JPSI (Journal of Public Sector Innovations), 4(1), 31. https://doi.org/10.26740/jpsi.v4n1.p30-37
Green, J. P. (2017). Determining The Reliability and Validity of Service Quality Scores in A Public Library Context: A Confirmatory Approach. Library Administration and Organization, 26, 342. https://doi.org/10.1016/0099-1333(95)90071-3
Gunawan, I. (2017). Metode Penelitian Kualitatif: Teori dan Praktik (Suryani (ed.); Ed. 1, Cet). Bumi Aksara.
Keban, Y. T. (2004). Enam Dimensi Strategis Administrasi Publik. Gava Media.
Kotler, P., & Keller, K. L. (2008). Marketing Management (E. Svendsen (ed.); 13th ed.). Pearson Education.
Kotler, P., & Keller, K. L. (2012). Marketing Management (E. Svendsen (ed.); 14th ed.). Pearson Education.
Kotler, P., & Keller, K. L. (2016). Marketing Management (E. Svendsen (ed.); 15th ed.). Pearson Education.
MENPANRB. (2019). Brexit Permudah Akses Kesehatan Disabilitas Netra Kota Malang. Kementerian Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi. https://www.menpan.go.id/site/berita-terkini/brexit-permudah-akses-kesehatan-disabilitas-netra-kota-malang
Mirnasari, R. M. (2013). Kebijakan dan Manajemen Publik Inovasi Pelayanan Publik UPTD Terminal Purabaya-Bungurasih. Kebijakan Dan Manajemen Publik, 1(1), 71–84. http://us.surabaya.detik.com
Mulgan, R. (2008). How Much Responsiveness is Too Much or Too Little? The Australian Journal of Public Administration, 67(3), 345. https://doi.org/10.1111/j.1467-8500.2008.00592.x
Nurdin, I., & Hartati, S. (2019). Metodologi Penelitian Sosial (Luthfiah (ed.)). Media Sahabat Cendekia.
Oktariyanda, T. A., Meirinawati, Fanida, E. H., Niswah, F., & Achmadja, N. C. (2021). Cognitive Dimensions in Community Response to the Free Vaccination Programs in Suppressing theSpread of Covid-19 in Sidoarjo Regency. Atlantis Press: Proceedings of the International Joint Conference on Arts and Humanities 2021 (IJCAH 2021), 618, 592–599. https://doi.org/10.2991/assehr.k.211223.101
Rahmah, S. (2019). Penerimaan Diri Bagi Penyandang Disabilitas Netra. Jurnal Ilmu Dakwah, 18(2), 14. http://jurnal.uin-antasari.ac.id/index.php/alhadharah/article/view/3380
Revida, E., Hidayatulloh, A. N., Soetijono, I. K., Hermawansyah, A., Purba, B., Tawakkal, M. I., Bahri, S., Pelu, M. F. A. R., Purba, S., & Asmarianti. (2020). Teori Administrasi Publik (J. Simarmata (ed.); 1st ed.). Yayasan Kita Menulis.
Sellang, K., & Useng, A. R. (2013). Kualitas Pelayanan Publik terhadap Peningkatan Kinerja Aparatur di Kantor Kelurahan Benteng Kecamatan Baranti Kabupaten Sidenreng Rappang. Jurnal Praja, 2(1), 1–15.
Tedyan. (2019). Pentingnya Pelatihan ToT. Presenta.Co.Id. https://presenta.co.id/pelatihan- tot/#:~:text=Training of trainer atau pelatihan,pelatihan tersebut kepada orng lain.
Williams, J. G. (2003). The Importance of HR Practices and WorkplaceTtrust in Achieving Superior Performance: A Study of Public-Sector Organizations. International Journal of Human Resource Management, 14(1), 48. https://doi.org/10.1080/09585190210158501
Wiranto, A. A. (2021). Pentingnya Memasang Handrail di Kamar Mandi. Kompas.Com. https://www.kompas.com/properti/read/2021/10/25/210000521/pentingnya-memasang-handrail-di-kamar-mandi?page=all#
Wulansari, N., & Meirinawati. (2022). Kualitas Pelayanan Pengiriman Pos Kilat Khusus di PT. Pos Indonesia Kebonrojo Surabaya. Jurnal Publika, 10(2), 457–470.
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