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Public service quality has emerged as a crucial metric for assessing how well the government functions and the efficiency of its administration. Recently, rising expectations from the public have led gov-ernments to offer services that are open, responsible, effective, and attuned to citizens' needs. Alongside administrative changes and the evolution of governance models focused on efficiency and citizen satisfaction, the appetite for high-quality public services has surged. Nonetheless, numerous public entities continue to struggle with providing reliable and top-notch services due to a lack of defined service norms and systems for measuring performance. The purpose of this research is to investigate ways to enhance public service quality by establishing robust service standards and quantifiable performance metrics. The study employs a qualitative descriptive methodology, drawing on a review of relevant lit-erature from the past seven years. Multiple academic sources were analyzed to uncover essential ideas, frameworks, and empirical evidence concerning public service management, the enhancement of service quality, and the assessment of performance in governmental organizations. The results show that adopting well-defined service standards, along with measurable performance metrics, can greatly en-hance service effectiveness, accountability, and overall public satisfaction. Additionally, merging prin-ciples of service excellence with quantifiable indicators promotes transparency, boosts organizational performance, and fosters ongoing improvements in service delivery. The research concludes that to enhance public service quality, a structured framework for service standards, ongoing performance assessments, and a firm organizational dedication to innovation and service enhancement are necessary.

Service excellence has become a strategic issue in modern educational management because it is directly related to service quality, customer satisfaction, and the image of educational institutions. In the context of global competition and demands for public transparency, educational institutions are required to provide services that are effective, efficient, and oriented to the needs of students and the community. This study aims to systematically examine how the concept of service excellence is implemented in educational institutions and its impact on customer satisfaction. The method used was a systematic literature review, searching articles in national databases such as Google Scholar, Garuda, and campus journal portals using the keywords "service excellence," "service excellence," "education," and "customer satisfaction." Of the 20 articles found, seven met the analysis criteria. The results of the study revealed three main themes: improving the professionalism of educational staff, implementing the TQM concept in service, and strengthening a customer-oriented service culture. This literature synthesis concluded that service excellence significantly increases customer satisfaction and loyalty in educational institutions. Future research should focus on an integrative model of digital-based service excellence in educational institutions.  

Excellent service is the best service provided by the company in fulfilling consumer desires and expectations so that consumers feel satisfied. The consumers referred to here are passengers. Passenger satisfaction is a feeling where passengers' desires and hopes are achieved and even exceed their expectations. This research already implemented to determine the effect of implementing excellent service methods on Citilink passenger satisfaction at Juanda International Airport. Apart from that, this research also aims to find out how much influence the application of excellent service methods has on Citilink passenger satisfaction at Juanda International Airport. In this research, researchers used quantitative methods with the population of all Citilink airline passengers per month. In the sampling process the researcher used a purposive sampling method where the researcher took samples by determining certain qualifications, the number of samples was calculated using the Slovin formula and obtained results of 100 respondents, after the researcher collected the following data it would be analyzed using several analytical techniques such as instrument testing, hypothesis testing and testing coefficient of determination. The results of this research are that there is a positive influence between the application of excellent service methods on Citilink passenger satisfaction. This is known based on the conclusion of the T test, namely T count (5.328) is greater (>) than T table (1.984) with a significant value of 0.000 smaller (<) than 0.05, so it is assumed that the hypothesis is (H0) the null hypothesis is rejected and ( Ha) the alternative hypothesis is accepted, which means there is an influence of implementing excellent service on passenger satisfaction. To test the magnitude of the influence, it can be seen from the test results of the coefficient of determination R2, which is 87.9%.

E-Puskesmas adalah wujud dari penerapan sistem informasi manajemen puskesmas yang mampu memberikan kontribusi besar dalam pelayanan prima kepada pasien. Serta merupakan aplikasi yang digunakan dalam pelayanan kesehatan dasar kepada masyarakat pada tiap puskesmas. Berdasarkan observasi terhadap fitur yang ada pada aplikasi e-Puskesmas dan wawancara kepada 5 pengguna aplikasi e-Puskesmas yaitu admin ditemukan bahwa terdapat masalah pada aspek UI/UX pada aplikasi e-Puskesmas memiliki masalah seperti kurangnya tampilan menu edit, tambah, dan hapus dalam fitur rekam medis pasien, data pendaftaran, terdapat teks dengan ukuran yamg kecil sehingga user harus melihat lebih teliti,  teks yang kurang jelas, tidak rapih,  dan membingungkan pengguna, tampilan aplikasi, warna, dan gambar yang  kurang menarik, saat pengguna menggunakan aplikasi tersebut masih kurang nyaman dan membosankan karena terkait permasalahan dalam aspek UI tersebut dan lain sebagainya. Penelitian ini menerapkan metode Design Thinking metode ini memberikan solusi yang lebih tepat dan berguna dibandingkan dengan metode lain karena pada metode ini solusi yang diberikan selalu berfokus pada kebutuhan pengguna.Metode ini memiliki 5 tahapan yaitu  Empathize, Define, Ideate, Prototype, dan Test. Untuk melakukan pengujian atau test peneliti melakukan pengujian System Usability Scale (SUS). Hasil dari penelitian ini menghasilkan prototype aplikasi e-Puskesmas yang sudah di redesign. Berdasarkan pengujian prototype menggunakan metode System Usability Scale (SUS). Rata-Rata nilai yang didapatkan sebesar 80,5 Dapat disimpulkan bahwa redesign aplikasi e-Puskesmas sudah dapat diterima karena memenuhi kategori acceptable.

Pulau Rantau Village is one of the villages under the working area of ​​Tanah Grogot District. Community Service by providing material related to TQM so that village employees are able to carry out their duties and responsibilities well, namely by providing maximum service to every community who needs services at the village office. The target of implementing this activity is all employees at the Pulau Rantau Village Office, Tanah Grogot District, with the material of Implementing TQM in Improving the Quality of Excellent Service carried out through lecture and question and answer discussion methods. In this activity, the importance of cooperation between all village officials in providing services to the community is also conveyed, so that excellent quality service and satisfaction is felt by every community member who receives services at the village office.

Human resource development is a process of how management gains experience, skills and attitudes to achieve success as leaders in the organization, so that development activities are aimed at helping employees/employees to be able to handle their responsibilities in the future. Bearing this in mind, training and human resource development programs are needed which are carried out periodically and continuously, in order to provide satisfactory (prime) service. Thus, companies/institutions need to have good operational implementation instructions, as well as educated officers who can implement these operational systems and procedures appropriately. Apart from development, training activities are also very influential on human resources because with this training human resources will be encouraged to be able to provide excellent service for candidates or those interested in buying or using their services. And it is no less important to provide training to customer service on how to serve in a very friendly, polite, knowledgeable manner so that clients/interested people can feel comfortable when communicating or making transactions.

This One way for a company to survive in the midst of increasingly fierce competition is to provide satisfactory service to consumers. Consumers who feel their needs are being met will not move to another place. Therefore, the company must have employees who are ready to provide excellent service or what is commonly referred to as excellent service to consumers. In providing excellent service as an effort to achieve customer satisfaction and loyalty, the company that provides services can be guided by the service excellence variables, namely: Ability, Attitude, Appearance, Attention. ), Action (Action), Responsibility (Accounttability). The application of the principles of excellent service aims to improve service to customers or consumers so that they are more optimal and able to achieve company goals.

Implementasi reformasi birokrasi di Kota Semarang menunjukkan hasil yang baik diktahui dari hasil penilaian Kementerian Penertiban Aparatur Negara dan Reformasi Biroktasi tahun 2021 menunjukkan hasil terbaik diantara 35 kabupaten/kota di Jawa Tengah. Kinerja reformasi birokrasi di Kota Semarang terbukti dengan penataan birokrasi yang efektif dan efisien, capaian birokrasi yang Tangguh dan penyelenggaraan pelayanan prima yang makin baik dengan dibentuknya Mal Pelayanan Publik Kota Semarang. Tujuan penelitian ini adalah menggambarkan hubungan pelayanan perizian terpadu yang cepat, mudah, proses sederhana berbasis pelayanan secara elekronik dan relevansinya dengan meningkatnya penanaman modal di Kota Semarang. Peningkatan penanaman modal baik penanaman modal asing dan penanaman modal dalam negeri termasuk usaha mikro, kecil, menengah melalui pelayanan perizinan secara terpadu. Peningkatan penanaman  modal  ternyata  didukung  melalui  promosi,  menumbuhkan iklim  berusaha. Ketersediaan sarana dan prasarana pengembangan bisnis dan usaha serta kondisi masyarakat yang toleran dan inovatif di Kota Semarang mendorong tumbuhnya dunia usaha dan penanaman modal.

Sumber daya manusia memiliki peranan penting dalam memberikan pelayanan, karena tanpa sumber daya manusia suatu kegiatan tidak dapat berjalan dengan baik. Untuk memberikan pelayanan yang baik kepada masyarakat diperlukan berbagai aspek penting, seperti pelayanan prima, profesionalisme dan budaya kerja.  Tujuan  dari  penelitian ini  adalah  untuk  mengkaji  dan  menganalisis  pengaruh  pelayanan  prima, profesionalisme dan budaya kerja secara bersama-sama pada kepuasan masyarakat. Penelitian ini bertujuan untuk menguji pengaruh pelayanan prima, profesionalisme dan budaya kerja pada kepuasan masyarakat. Penelitian ini menggunakan pendekatan kuantitatif dengan desain ex post facto. Jadi dalam penelitian ini tidak menggunakan perlakuan terhadap variabel penelitian tetapi meneliti fakta-fakta yang telah terjadi dan telah dilakukan oleh subjek penelitian. Hasil penelitian menjelaskan bahwa pelayanan prima berpengaruh positif dan signifikan terhadap peningkatan kepuasan masyarakat, profesionalisme berpengaruh positif dan signifikan terhadap peningkatan kepuasan masyarakat, budaya kerja berpengaruh positif dan signifikan pada peningkatan kepuasan masyarakat di Kecamatan Candisari Kota Semarang.

Pelayanan publik pada hakikatnya adalah pemberian pelayanan prima kepada masyarakat yang merupakan perwujudan kewajiban aparatur pemerintah sebagai abdi masyarakat. Pemenuhan kebutuhan masyarakat dalam pelayanan publik akan menjadi prioritas utama yang dipenuhi oleh pemerintah pada saat ini. Aparatur pemberi pelayanan, dalam melaksanaan pelayanan publik harus menyikapinya sesuai dengan azas dan prinsip pelayanan publik. Dimana pelayanan yang diberikan harus maksimal dan memuaskan masyarakat. Untuk mengetahui kepuasan masyarakat pada Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu Perindustrian dan Tenaga Kerja Kota Bukittinggi, berdasarkan PermenpanRB Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik, menjadi acuan untuk melakukan evaluasi terhadap kinerja pelayanan dalam bentuk Indeks Kepuasan Masyarakat. Penelitian ini dilakukan untuk mengetahui nilai kepuasan masyarakat dan tingkat kesesuaian yang diberikan dengan indikator yang acuan adalah persyaratan, prosedur pelayanan, kecepatan waktu, kewajaran biaya, kesesuaian produk, kompetensi petugas, kesopanan petugas, sarana dan prasarana, layanan pengaduan. Nilai indeks kepuasan masyarakat yang diperoleh oleh DPMPTSPPTK Kota Bukittinggi adalah nilai 3,32 dan jika dikonversikan adalah  83,09 dengan predikat B (Baik) dan tingkat kesesuaian yang rendah dan belum dilaksanakan dengan baik adalah indikator indikator kecepatan waktu dalam memberikan pelayanan dan kompetensi/kemampuan petugas dalam pelayanan.  Kata kunci: ; ;