Proceedings of the International Conference Social - Humanities in Maritime and Border Area (SHIMBA 2023)

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Second Year Public Service Performance Management at The Regional Border Management Agency of Riau Islands Province

Authors
Indra Bastian Tahir1, *, Fithria Sandy2
1Program of Management, Economic Development College of Tanjungpinang (STIE Pembangunan Tanjungpinang), Tanjungpinang, Indonesia
2Intermediate Expert Planner, Secretary of The Regional People’s Representative Council of Riau Islands (Sekretariat DPRD Kepri), Tanjungpinang, Indonesia
*Corresponding author. Email: indra.tahir@gmail.com
Corresponding Author
Indra Bastian Tahir
Available Online 4 December 2023.
DOI
10.2991/978-2-38476-150-0_21How to use a DOI?
Keywords
—performance management; public services; surveys; Likert scale
Abstract

Entering the second year of the existence of the Regional Border Management Agency (RBMA) of Riau Islands Province in improving public services, it is necessary to analyze the performance of public services. This study aims to analyze the performance of public services at RBMA, using a qualitative descriptive method through a Likert Scale psychometric measurement which provides an overview of the phenomenon by presenting factual, systematic, and accurate data from service recipients. The data collection technique in this study was carried out by surveying through online questionnaires. The elements surveyed related to community satisfaction [1] are service suitability, mechanism and procedure aspects, length of service, specifications for types of service products, aspects of implementing behavior, facilities and infrastructure, service competence, handling complaints from service users, and service fees [2]. The study results show that in general the performance of RBMA's public services in the second year has increased from the previous year with good work quality, and the service outcome rating of 86.26 is included in category B.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference Social - Humanities in Maritime and Border Area (SHIMBA 2023)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
4 December 2023
ISBN
978-2-38476-150-0
ISSN
2352-5398
DOI
10.2991/978-2-38476-150-0_21How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Indra Bastian Tahir
AU  - Fithria Sandy
PY  - 2023
DA  - 2023/12/04
TI  - Second Year Public Service Performance Management at The Regional Border Management Agency of Riau Islands Province
BT  - Proceedings of the International Conference Social - Humanities in Maritime and Border Area (SHIMBA 2023)
PB  - Atlantis Press
SP  - 107
EP  - 109
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-150-0_21
DO  - 10.2991/978-2-38476-150-0_21
ID  - Tahir2023
ER  -