AT THE DIRECTORATE GENERAL OF TEACHERS AND EDUCATIONAL
PERSONNEL MINISTRY OF EDUCATION, CULTURE, RESEARCH AND TECHNOLOGY
Aswin Asrul Sani1, Veithzal Rivai Zainal2, Azis Hakim3
1 Student of the Master of Administrative Sciences Study Program
at Krisnadwipayana University
2,3 Lecturer in the Master of Administrative Science Study
Program at Krisnadwipayana University
Email: awin2301@gmail.com
Abstract
Public services are an important
task that cannot be ignored by local governments, because if the service
component stagnates, it is almost certain that all sectors will be affected.
Therefore, there needs to be good planning and even need to formulate service
standards for the community in accordance with the authority given by the
central government to regional governments. One of the service improvements
that needs to be carried out by local governments is improving services in the
education sector. This research was carried out at the Directorate General of
Teachers and Education Personnel. In this research, it was carried out using
qualitative descriptive research, namely describing the condition of the object
to be studied. Descriptive research obtains a systematic, factual and accurate
picture of the facts, characteristics and relationships between the phenomena
being investigated. In this research, the object to be studied is the
implementation of service quality in the field of education at the Directorate
General of Teachers and Education Personnel. Data collection techniques in this
research were observation, interviews and documentation. Human qualities in an
agency are realized by the employees themselves in carrying out their daily
tasks, such as loyalty to the agency, relationships with customers, cooperation
with other employees, group work experience, cooperative relationships between
work units, and commitment to realizing strategic decisions. By realizing good
quality human resources in their daily tasks, agencies can have intangible
assets that have influence. The Directorate General of Teachers and Education
Personnel must maintain or further improve the quality of service provided by
the Directorate General of Teachers and Education Personnel by establishing
good relations between fellow employees, superiors and subordinates and vice
versa.
Keywords: Implementation, Service Quality
Introduction
Public services in their development undergo a very comprehensive
study. The need for service provision is also growing, so it requires careful
and continuous review in order to easily achieve what we call fulfilling the
need for a service provided by government organizations to the community,
whether services that are public good or public regulatory. Public services are
essentially a mandate stated in Law Number 25 of 2009 concerning public
services, where the definition of public services is an activity or series of
activities in order to fulfill service needs in accordance with statutory
regulations for every citizen and resident regarding goods, services, and/or
administrative services provided by public service providers.
Based on Public
Service Law no. 25 of 2009 which regulates the principles of good government
which are the effectiveness of government functions themselves. Public services
provided by an effective government can strengthen democracy and human rights,
promote economic and social prosperity, reduce poverty, increase environmental
protection, be wise in the use of natural resources, deepen trust in government
and public administration. Effectiveness and efficiency of public services in
improving the welfare of society. Regional government is an organization
(bureaucracy) which is the spearhead in the process of administering
government, because the bureaucracy is an organization that has direct contact
with the community in providing public services. However, bureaucracy in
carrying out government administration and development is always assessed by
the public as an organization (bureaucracy) whose service processes are too
long, slow and complicated.
Quality services are
of course provided by officials who have good performance by increasing the
effectiveness, efficiency, professionalism and accountability of the service
itself. Professional performance is built based on the abilities and soft
skills possessed by the apparatus. When professionalism is built within the
public service apparatus, which is followed by providing optimal and excellent
service, then that is where public service performance appears optimal. The
characteristic of a developed society is the desire to participate and at the
same time compete, so that demands for improving the quality of public services
and public satisfaction with the services provided become inevitable.
Therefore, the indicator of community satisfaction is the benchmark for the
government's success in providing services.
Implementation Theory
Implementation has a
fairly broad meaning in various fields. In simple terms, implementation can be
interpreted as execution or application. There are various opinions from
experts or practitioners and academics who express the meaning of
implementation. This needs to be explained so that understanding and
understanding of implementation can be synchronized from the research concept
of a program which is the main focus of this research. Because implementation
is an important activity in the entire program planning process. The meaning of
implementation can be seen in several opinions according to experts below.
According to (Ramdhani & Ramdhani, 2017) Implementation refers to actions to
achieve the goals set out in a decision. Implementation is essentially an
effort to understand what should happen after the program is implemented.
Furthermore, according
to (Ihsan, 2017), "As a result, implementation
concerns the extent to which the direction that has been programmed is truly
satisfactory." Then (Aanestad & Jensen, 2011) stated, "implementation concerns
various activities directed at program realization."
(Prayitno, 2022) suggests that there are 3 (three)
important elements in the implementation process, namely:
a. There are programs or
policies implemented
b. The target group is
the group of people who are targeted and determined to receive benefits from
the program, change or improvement
c. The implementing
element (implementator), either an organization or an
individual, is responsible for implementing and supervising the implementation
process.
Quality Public Service
When looking at the
quality of public services, the community is the main measure, as a service
user, satisfaction is an absolute right felt by the community. Because as
explained above, the quality of public services will influence the performance
of the public service bureaucracy. Service standards are a reference for
achieving service quality. Service standards (Hu et al., 2009) are benchmarks for achieving quality
which are used as a reference for assessing service quality which is a
commitment for service providers to customers to provide quality services.
Quality service is meant to be fast, reliable and in accordance with procedures
established by the service provider.
Apart from that, (Bambang, 2016) put forward ten indicators of service
quality including:
1)
Tangible: consists of
physical facilities, equipment, personnel and communications.
2)
Realible: consists of the ability of the service unit to provide the promised
service correctly.
3)
Responsiveness: the
ability to help consumers take responsibility for the quality of services
provided.
4)
Competence: the
demands they have, good knowledge and skills by the apparatus in providing
services.
5)
Courgesy: friendly, friendly attitude or behavior, responsive to consumer
desires and willing to make personal contact or relationships.
6)
Credibility: namely an
honest attitude in every effort to gain public trust.
7)
Security: the services
provided must be free from danger or risk.
8)
Aces: there is ease in
making contact and approaching.
9)
Communication: the
ability of service providers to listen to customers' voices, desires or
aspirations, as well as the availability to always convey new information to
the public.
10)
Understanding the
customer: making every effort to understand customer needs.
The quality of public
services can also be seen from the public's views on the services they receive,
whether the services meet expectations or not. In this way, service quality can
be formulated according to the level of success of an agency or public organization
in providing services in accordance with community expectations, so that it can
meet the needs and satisfaction of service users. (Schneider et al., 1980) explains that content regarding
service quality tends to be important in explaining the performance of public
service organizations, because the negative image that forms about public
organizations arises from public dissatisfaction with services, so service
quality is important as a performance indicator. In the research that will be
carried out, we will look at the quality of service in Bitung
City in the field of post-expansion education. With the quality of education
and the Human Development Index (HDI), the quality of service can be assessed.
Are the services in
line with expectations in meeting the needs of the community and are they in
accordance with the objectives of the expansion carried out in 2003. In
general, Moenir provides the form of public service
expected by the community, including:
a. There is ease in
getting services.
b. Obtaining reasonable
service in the sense of a fast and cost-free process or in accordance with the
service received.
c. Get equal treatment in
the service of the same interests (principle of justice).
d. Honest and
straightforward service.
e. Quality and quality
service.
In this way, the
public services provided can be in accordance with the needs of the community
and are precise, fast, easy to access, low cost and high quality of service
because the public gets satisfaction from the provision of services. So that
the quality of public services becomes an indicator of meeting basic needs.
Public Service
The term public
service comes from the English "Public" which means general, state
society. According to (Bazarah et al., 2021) that public services are a product of
public bureaucracy that is accepted by both citizens and the wider community.
Therefore, public services can be defined as a series of activities carried out
by the public bureaucracy, for example making identity cards, birth
certificates and so on. Public service delivery units are units in government
agencies that directly provide services to recipients of public services, while
public service providers are officials/employees of government agencies who
carry out public service duties and functions in accordance with statutory
regulations. As a service process that takes place routinely and continuously,
covering all the lives of people in society. Thus, public services are
activities carried out by a person or group of people based on material factors
through certain systems, procedures and methods in order to fulfill the
interests of other people in accordance with their rights (Bhakti et al., 2022)
Education Sector
Public Services Improvement is one of the most basic needs for every human
being. Education will shape identity through skills, morality, intellect and
lead to the world of work. Apart from that, education will also shape social,
economic and political status. Therefore, education is very important for every
individual and group. Education plays an important role in providing quality
human resources in carrying out the development process. In Law no. 20 of 2003,
what is meant by education is a conscious and planned effort to realize a
learning and learning process so that students actively develop their potential
to have spiritual, religious strength, self-control, personality, intelligence,
noble morals, and skills that society needs. nation and state. In accordance
with Law no. 20 of 2003 concerning government obligations in the education
sector, namely:
a. The government and
regional governments are obliged to provide convenience services and ensure
that quality education is provided for every citizen without discrimination.
b. The government and
regional governments are obliged to guarantee the availability and use of the
implementation and for every citizen aged seven to fifteen years.
Improvements to public
services, especially in education, will be increasingly better and more evenly
distributed. This is due to the many limitations in terms of education budget,
teaching staff, facilities such as school buildings, libraries, laboratories
and student scholarships for poor communities.
Public Service Performance
Public Service
Performance Public service performance is an important thing in seeing the
success of public services. How far the services provided by the bureaucracy
are in the performance of public services, to satisfy users. To achieve these
goals define performance as a factor to assess or measure organizational
activities in achieving predetermined goals (TANDIRERUNG, 2020). Achieving good performance for the
public service bureaucracy in accordance with the goals and objectives of
performance becomes a benchmark for the implementation of community-oriented
public services. Measurement of public organization performance according to Warsito Utomo (2002) is as follows:
a. Ensure implementers'
understanding of the measures that will be used to achieve performance.
b. Ensure the achievement
of agreed work plans.
c. Monitor and evaluate
performance implementation and compare it with the work plan in accordance with
the agreed performance measurement system.
d. Provide objective
expectations and punishments for implementation presentations that have been
measured in accordance with the agreed performance measurement system.
e. Become a communication
tool between leaders and subordinates in order.
f. Identify whether
customer satisfaction has been met.
g. Help fulfill the
process of government agency activities.
h. Ensure decision making
is carried out objectively.
i. Indicates improvements
that need to be made.
j. Reveal the problems
that occur.
Apart from that, (Swasanany, 2019) assesses or measures used by the
government as instruments as follows:
a. Emphasize bureaucratic
officials on performance accountability and quantity, quality and efficiency of
services.
b. Motivating
bureaucratic officials.
c. Monitor stakeholders
as customers.
d. Encouraging public
services to always be based on a budget which is defined as planned and
programmed.
e. Encourage bureaucratic
officials to demonstrate customer needs and direct them to always improve
public services.
The difficulty in
assessing performance is caused by the function of bureaucratic officials as
public servants as service users, which is not responded to quickly by public
service bureaucratic officials. Thus, improvements in public service
performance will not occur if service quality is not based on service user
satisfaction. Therefore, the successful performance of public services must be
in accordance with their function and be precise, fast and prioritize the
satisfaction/interests of the community.
Method
Interviews
According to (Priambodo, 2018) an interview is a conversation with a specific purpose. Meanwhile, the
type of interview guide that will be used by the author is an unstructured
interview guide, namely an interview guide that only contains an outline of the
questions that will be asked.
Observation
According to (Rukajat, 2018) observation is a research technique used by writers by going directly to
the field to observe objects directly in order to obtain clearer data.
Observation is intended to collect data by looking directly into the field at
the object being studied. In this implementation, the author uses a tool to
facilitate field observations, namely a notebook so that all data obtained in
the field through observation can be immediately recorded.
Documentation
Documentation is the collection of evidence or information such as
broadcast recordings, material quotations and various other reference materials
at the research location and is needed to obtain valid data. Written documents
are a data source that often has an important position in qualitative research.
Data analysis in qualitative research is based on the use of complete and
in-depth information in interpreting data about variables, is non-quantitative
and is intended to carry out in-depth and non-extensive exploration of
phenomena. In this research the author used the method chosen to analyze the
data, namely the interactive analysis method, which starts from data
collection, data reduction, data presentation, and drawing conclusions.
Result and Discussion
1. Ease of service
procedures
In
Indonesia, there are procedures that are often complicated, people often
complain about the service they receive, even though people want services that
are simple and not too troublesome and don't even take up a lot of time. The
procedures for serving the Directorate of Teachers and Education Personnel are
easy because the services provided are through one door in accordance with the
Minister of Home Affairs Regulation on guidelines for implementing one-door
integrated services.
2. Employee
responsibilities in providing services
The
responsibility of employees in providing services to the teachers and education
personnel concerned can have a very positive impact on the quality of service.
Responsible employees or service providers can be given explanations to
teachers and the educational staff being served can understand everything that
is needed/required and can maintain important data so that it is not lost so
that they can experience excellent service.
3. Comfort in the service
environment
Every
human being wants a comfortable environment, so that ordinary people can enjoy
the conditions around them, as well as in the service environment at the
Directorate General of Teachers and Education Personnel, everyone who wants to
receive services certainly wants a comfortable environment so that the people
they serve do not get bored quickly. For example, the service provider is
smiling and answering questions asked politely or the room is clean and
comfortable.
4. The ability of
employees to provide service
Every
employee is expected to have the ability in terms of knowledge, expertise,
independence, mastery and high professionalism so that the work activities
carried out produce a satisfactory form of service without any complaints or
excessive impressions of the service received by the teachers and education
staff served. With employee training, the demands on employees' ability to
provide appropriate, fast, easy and smooth services become an assessment
requirement for those served in demonstrating employee work actualization in
understanding the scope and description of work which is the focus of attention
of each employee in providing services.
5. Timeliness of
employees in providing services
When
providing services, employees are required to be punctual so that their time is
not wasted, both in terms of teachers and educational staff. Work
professionalism can be assessed by the time used. Several informants said that
the services provided were still not timely. Some even said they were not on
time.
6. Politeness and
friendliness of employees in providing services
People
in Indonesia want the service in every government agency to be polite and
friendly in providing services so that people feel comfortable in receiving
services so that it does not cause anything undesirable. The informant's
response was that the employees were very polite and friendly in providing
services, so it could be said that the employees of the Directorate General of
Teachers and Education Personnel were very polite and friendly.
7. Speed of
employees in providing service
Employees
who are professional in providing services, namely speed in providing services.
Employees are also required to act quickly when providing services so that
those who will be served do not feel bored in receiving the service. The
Directorate General of Teachers and Education Personnel ensures that service in
the field of education is easier and less complicated, therefore fast, precise,
fair, transparent and other services are a demand among the public, everyone
wants quality service. Therefore, to support the quality of public services at
the Directorate General of Teachers and Education Personnel, existing employees
must create a good image in order to obtain public support which is manifested
in, among other things, positive public opinion. From the results of interviews
with informants, heads of divisions at the Directorate General of Teachers and
Education Personnel and service recipients, namely teachers and education
personnel, it can be seen that the Directorate General of Teachers and Education
Personnel in terms of the quality of public services is said to be of good
quality. Because from the overall interview results the service at the
Directorate General of Teachers and Education Personnel is very good and also
the employees at the Directorate General of Teachers and Education Personnel
have been said to be professional employees in carrying out every task in their
respective fields. And it will have a very positive impact in the future
because the Directorate General of Quality Teachers and Education Personnel has
professional employees.
8. Service Quality
Problem Solving
Every
public service provider must have service standards that are published as a
guarantee of certainty for service recipients. Service standards are
standardized measures in the implementation of public services that must be
adhered to by service providers and/or recipients.
9. Dimensions and
Indicators of Service Quality Building a quality service is not an easy thing,
because there will be several challenges and obstacles that must be responded
to positively for the sake of further service development. These challenges and
obstacles are normal considering the many components that support public
service management. In the Book on Preparing Public Service Standards for the
State Administration of the Republic of Indonesia (2003:24-27) it is stated
that the fundamental challenges and obstacles in public services are:
1) Contact between the
community and service providers
2) Variety of services
3) Service officers
4) Organizational
structure
5) Information
6) Government and supply
sensitivity
7) Procedure
8) Public distrust of
service quality.
10. Good Service
Support
for optimal service distinctiveness, optimal customer satisfaction and loyal
customers needs to be provided. In practice, implementing this superior service
has specific goals for the company, as follows.
1) Offer quality services
to customers and clients well.
2) Offer as much
information as possible.
3) Creating customer
trust in the goods or services provided.
4) Offer customer
satisfaction for services provided according to customer needs.
5) To avoid various
complaints, requirements or obstacles from customers.
6) Customers are
evaluated and treated well to pay attention to their needs and desires.
11. Quality of Human
Resources on Service Quality
Continuously
improving the quality of service for officers towards customers can be carried
out in steps, such as: understanding the need for improving service quality,
stating existing quality problems, evaluating the root causes of service
quality problems, planning to resolve service quality problems, implementing
solution plans for service quality problems, studying the results of solutions
to service quality problems, and acting to standardize solutions to service
quality problems (Kalenge, 2015).
Therefore,
in order to provide a solution for standardizing service quality that at least
meets 3M principles (cheap, easy and satisfying) and based on observations in
the field, it is recommended that there is a need to differentiate service
quality standards for different consumers. For consumers who want faster
quality standards (because they may have limited time and have busy
activities), then they need to pay more compensation for the services provided.
On the other hand, for consumers who prefer normal or usual quality standards,
they will be subject to compensation for services which are also normal as
usual.
12. Characteristics of
Good Public Services
By knowing the characteristics of public services, this will help
education service institutions in designing service programs for the community,
among other things, by providing quality services to the community. However,
physical and physical products and services are not exactly the same as each
other. Therefore, to understand the service sector, there are several ways of
classifying public services. First, it is based on the level of
consumer/community contact with the service provider as part of the system when
the service is produced. Second, services are also usually classified based on
their similarity to manufacturing operations. (Julyanthry et al., 2020)
Conclusion
Based on the results of research and discussions
regarding the quality of public services at the Directorate General of Teachers
and Education Personnel, Ministry of Education, Culture, Research and
Technology, it can be concluded that employee services as service providers
play a vital role in shaping the Directorate's overall performance. First,
employees demonstrating quality service have a positive impact on the
Directorate's efficiency and effectiveness. Second, the professional quality of
services provided by all units within the Directorate is commendable and
transparent, catering to the specific needs of teachers and education
personnel. To sustain and enhance this standard, the Directorate must foster
positive relationships among employees, superiors, and subordinates to boost
overall performance.
In light of these findings, several
recommendations can further enhance public services within the Directorate.
Firstly, employees should continue to work towards improving service quality to
ensure the satisfaction of those they serve. Secondly, ongoing education and
training should be provided to enhance their skills and professionalism.
Lastly, it is crucial to maintain and, if necessary, further improve the
current level of service quality to positively influence other departments
within the Ministry of Education, Culture, Research and Technology. By
implementing these suggestions, the Directorate can continue to excel in its
role of providing quality services to teachers and education personnel.
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