skip to main content

Analysis of Moment of the Truth in Public Services Improvement in Semarang Regency

*herbasuki nurcahyanto  -  Departemen Administrasi Publik, Universitas Diponegoro, Indonesia
Aufarul Marom  -  Departemen Administrasi Publik, Universitas Diponegoro, Indonesia

Citation Format:
Abstract

Moment of the truth is one approach that can be used to improve public services. It represents the interaction between users and providers in service.  The user will give an assessment on the provider’s services during the interaction. In addition, the users who have good memory during the interaction with the organizer will give a positive assessment to the provider. This research aims to analyze the interaction between users and providers of the One-Stop Integrated Investment and Licensing Service Office (DPMPTSP) of Semarang regency. This study used descriptive analytical method with a qualitative approach. The results showed that officers were responsive, communicative and friendly to customers. Officers also assisted users who found any difficulty in the online licensing process. Users hoped that the communication way can be maintained and even improved. The perceived obstacle was the duration of the service process especially that related to the services provided by the technical service.  To overcome these obstacles, leadership-level coordination is required so that services can be provided according to the determined time standards and this encourages the establishment of public service malls that can integrate various technical services in one service provider unit.

Fulltext View|Download
Keywords: moment of truth, public service, user satisfaction

Article Metrics:

  1. A. Zarychta, T. Grillos, and K. P. Andersson, “Public Sector Governance Reform and the Motivation of Street-Level Bureaucrats in Developing Countries,” Public Adm. Rev., vol. 80, no. 1, pp. 75–91, 2020, doi: 10.1111/puar.13132
  2. A. Umar et al., “One-Stop Service Policy as a Bureaucratic Reform in Indonesia,” Acad. Strateg. Manag. J., vol. 18, no. 2, pp. 1–13, 2019
  3. Presiden Republik Indonesia, Peraturan Pemerintah Republik Indonesia Nomor 6 Tahun 2021 Tentang Penyelenggaraan Perizinan Berusaha Di Daerah, no. 069130. 2021
  4. W. Bank, Doing Business 2020. 2020
  5. DPMPTSP Kabupaten Semarang, “DPMPTSP Kabupaten Semarang,” DPMPTSP Kabupaten Semarang, 2022. http://dpmptsp.semarangkab.go.id/profil/dpmptsp.html (accessed Jun. 06, 2022)
  6. DPMPTSP Kabupaten Semarang, “SKM DPMPTSP Kabupaten Semarang,” DPMPTSP Kabupaten Semarang, 2022.
  7. M. Tabrani, M. Amin, and A. Nizam, “Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships,” Int. J. Bank Mark., 2018
  8. M. Primaningtyas, “Jurnal sains pemasaran indonesia,” J. sains Pemasar. Indones., vol. XI, no. 3, pp. 283–300, 2012
  9. R. Mulyawan, Birokrasi dan Pelayanan Publik. UNPAD PRESS, 2016
  10. R. Jatman and A. S. Winarsih, “Manajemen Pelayanan (Pengembangan Model Konseptual, Penerapan Citizens Charter dan Standar Pelayanan Minimal),” Yogyakarta: Pustaka Pelajar, 2005
  11. M. Groth, Y. Wu, H. Nguyen, and A. Johnson, “The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience,” Annu. Rev. Organ. Psychol. Organ. Behav., vol. 6, pp. 89–113, 2019, doi: 10.1146/annurev-orgpsych-012218-015056
  12. P. K. Semarang, PENDELEGASIAN-SEBAGAIAN-KEWENANGAN-BUPATI-SEMARANG-KE-DPMPTSP.pdf. 2019, pp. 1–12
  13. Presiden Republik Indonesia, Peraturan Pemerintah RI No 5 tahun 2021 tentang Penyelengaraan Perizinan Berusaha Berbasis Risiko. 2021
  14. P. R. Indonesia, “Undang Undang Republik Indonesia Nomor 11 Tahun 2020 Tentang Cipta Kerja,” Undang-Undang, pp. 1–1187, 2020, [Online]. Available: https://peraturan.bpk.go.id/Home/Details/149750/uu-no-11-tahun-2020
  15. T. Ndraha, Kybernologi: Sebuah Charta Pembaharuan. Tangerang: Sirao Credentia Centre, 2007
  16. R. Ricardo, “Moments of Truth : an Unexplored Dimension To Communicate,” Can. J. Progr. Eval., vol. 23, no. 2, pp. 117–138, 2010
  17. Kementerian PAN &RB, “Peraturan Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi RI No 15 Tahun 2014 Tentang Pedoman Standar Pelayanan,” 2014. http://dpmptsp.semarangkab.go.id/profil/dpmptsp.html#
  18. R. V Weeks, “Managing the services encounter: the moment of truth,” J. Contemp. Manag. DHET, vol. 12, pp. 360–378, 2015
  19. M. S. Sommers, D. W. Greeno, and D. Boag, “The role of non-verbal communication in service provision and representation,” Serv. Can., pp. 162–173, 2013, doi: 10.4324/9781315035451

Last update:

No citation recorded.

Last update:

No citation recorded.