KUALITAS PELAYANAN PUBLIK BAGIAN ADMINISTRASI DI KELURAHAN SUNGAI BESAR BANJARBARU

Raihanah, Raihanah (2023) KUALITAS PELAYANAN PUBLIK BAGIAN ADMINISTRASI DI KELURAHAN SUNGAI BESAR BANJARBARU. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Kualitas Pelayanan Publik Bagian Administrasi Di Kelurahan Sungai Besar Banjarbaru”. Bimbingan Ibu Sitna Hajar Malawat, S.AP., M.AP sebagai Pembimbing Utama dan Bapak Beni Akhmad, S.AP., M.AP sebagai Co Pembimbing, Tujuan penelitian adalah untuk mengetahui gambaran kualitas pelayanan publik bagian administrasi dan kendala yang dihadapi dalam kualitas pelayanan publik bagian administrasi di Kelurahan Sungai Besar Banjarbaru. Metode penelitian menggunakan pendekatan secara kualitatif dimana penelitian ini bersifat deskripstif. Data dikumpulkan dengan cara studi lapangan (wawancara, observasi dan dokumentasi) dan studi pustaka kepada 8 (delapan) orang informan. Sampel ditentukan dengan menggunakan teknik accidental sampling. Analisis data menggunakan reduksi data, pengumpulan data, penyajian data, penarikan kesimpulan dan evaluasi. Hasil penelitian menunjukkan bahwa kualiats pelayanan dukur dengan menggunakan 5 (lina) indikator yakni Bukti Fisik, Kehandalan, Ketanggapan, Jaminan, dan Empati. Secara umum kualitas pelayanan yang diberikan di Kelurahan Sungai Besar sudah memadai dan memuaskan ada beberapa fasilitas yang belum tersedia. Kendala yang ada tentunya ada dilihat dari sebagian kecil masih ada fasilitas penunjang yang belum terpenuhi The Quality of Public Service Administration in Sungai Besar Village, Banjarbaru". Guidance Mrs. Sitna Hajar Malawat, S.AP., M.AP as Main Advisor and Mr. Beni Akhmad, S.AP., M.AP as Co Advisor, The purpose of the study was to describe the quality of public services in the administration section and the obstacles faced in the quality of public services for the administration in Sungai Besar Village, Banjarbaru. The research method uses a qualitative approach where this research is descriptive. The were collected by means of field studies (interviews, observation and documentation) and literature studies to 8 (eight) informants. The sample was determined using accidental sampling technique. The analysis uses a reduction, collection, presentation, conclusion drawing and evaluation. The results showed that service quality was measured using 5 (line) indicators, namely Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy. In general, the quality of service provided in Sungai Besar Village is adequate and satisfactory, there are several facilities that are not yet available. Of course, there are obstacles, seen from a small part, there are still supporting facilities that have not been fulfilled

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Bukti Fisik, Kehandalan, Ketanggapan, Jaminan, dan Empati, Pelayanan Publik Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy, Public Service
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: UPT PPJ
Date Deposited: 03 Jan 2023 05:52
Last Modified: 03 Jan 2023 05:52
URI: http://eprints.uniska-bjm.ac.id/id/eprint/14165

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