KUALITAS PELAYANAN PUBLIK DALAM PEMBUATAN KARTU IDENTITAS ANAK (KIA) DI KANTOR KECAMATAN BANJARMASIN SELATAN

Khusairie, Muhammad (2024) KUALITAS PELAYANAN PUBLIK DALAM PEMBUATAN KARTU IDENTITAS ANAK (KIA) DI KANTOR KECAMATAN BANJARMASIN SELATAN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Tujuan penelitian ini untuk mengetahi 1) bagaimana Kualitas Pelayanan Publik Dalam Pembuatan Kartu Identitas Anakj (KIA) di Kantor Kecamatan Banjarmasin Selatan dan 2) Faktor-faktor apa saja yang jadi penghambat dalam memenuhi Kualitas Pelayanan Publik di Kantor Kecamatan Banjarmasin Selatan.. Metode penelitian mempergunakan pendekatan kualitatif dengan jenis penelitian kualitatif deskriptif data dikumpulkan dengan Wawancara, Observasi, serta Dukomentasi. Hasil penelitian menunjukan bahwa 1) kualitas Pelayanan Publik Dalam Pembuatan Kartu Identitas Anak (KIA) di Kantor Kecamatan Banjarmasin Selatan mengenai Dimensi Tangible tersedia fasilitas seperti kursi dan spanduk mengenai persyaratan Kartu Identitas Anak namun masih ada kekurangan yaitu ruang tunggu terbatas dan tidak menyala nya pendingin ruangan seperti aca atuu kipas bagi masyarakat. Dimensi Reliability kemampuan pegawai dalam melayani dan mengurus Kartu Identias Anak di Kecamatan Banjarmasin Selatan sesuai dengan Standar Pelayanan. Dimensi Responsiveness petugas cukup cepat dan tanggap dalam menanggapi apa yang dibutuhkan oleh masyarakat mengenai pengurusan dan syarat pembuatan Kartu Identitas Anak. Dimensi Assurance petugas memberikan jaminan waktu kepada masyarakat sesuai Standar Operasional Prosedur. Dimensi Emphaty beberapa pegawai masih mementingkan kepentingan pribadi contohnya menelpon, mengobrol sesama pegawai pada saat pelayanan ketika jam kerja dan 2) Faktor penghambat kualitas pelayanan publik di Kantor Kecamatan Banjarmasin Selatan yaitu dengan terjadi nya jaringan yang tidak mendukung dalam proses pengiriman data-data masyarakat ke Dinas Kependudukan Dan Pencatatan Sipil Kota Banjarmasin sehingga membuat tertundanya pengiriman data yang mengakibatkan keterlambatan penerbitan pada pembuatan Kartu Identitas Anak (KIA) dan juga kurangnya sarana prasarana di Kantor Kecamatan Banjarmasin Selatan dalam memberikan pelayanan kepada masyarakat yang mengurus Kartu Identitas Anak (KIA) berupa kursi yang terbatas, serta pendingin ruangan yang tidak dihidupkan, serta masih ada beberapa pegawai yang tidak ramah kepada masyarakat yang sedang mengurus Kartu Identitas Anak (KIA) terlihat ketika masyarakat yang datang melakukan pelayanan masih ada saja pegawai Kecamatan yang tidak memberikan senyum kepada pengguna layanan, kurangnya komunikasi pegawai kepada masyarakat yang sedang menanyakan tentang prosedur atau persyaratan Kartu Identitas Anak (KIA) The aim of this research is to find out 1) what is the quality of public services in making child identity cards (KIA) at the South Banjarmasin District Office and 2) what factors are obstacles in meeting the quality of public services at the South Banjar Masin District Office. The research method uses a qualitative approach with descriptive qualitative research, data collected by interviews, observations and comments. The results of the research show that 1) the quality of Public Services in Making Child Identity Cards (KIA) at the South Banjarmasin District Office regarding the Tangible Dimensions, there are facilities such as chairs and banners regarding the requirements for Child Identity Cards, but there are still shortcomings, namely limited waiting space and the cooling is not on the room is like an aca or fan for the community. Reliability Dimension of employee ability to serve and manage Children's Identity Cards in South Banjarmasin District in accordance with Service Standards. The Responsiveness Dimension of officers is quite fast and responsive in responding to what the community needs regarding the processing and requirements for making Child Identity Cards. Assurance Dimension officers provide time guarantees to the public in accordance with Standard Operating Procedures. The Emphaty Dimension, some employees still prioritize personal interests, for example calling, chatting with fellow employees during service during working hours and 2) The inhibiting factor in the quality of public services at the South Banjarmasin District Office is the existence of a network that does not support the process of sending public data to The Banjarmasin City Population and Civil Registration Service has caused delays in sending data which has resulted in delays in the issuance of Child Identity Cards (KIA) and also a lack of infrastructure at the South Banjarmasin District Office in providing services to the community who are processing Child Identity Cards (KIA) in the form of chairs. which is limited, and the air conditioner is not turned on, and there are still some employees who are not friendly to the people who are processing Child Identity Cards (KIA). It can be seen that when people come to do the service there are still sub-district employees who don't give a smile to service users, lack of employee communication with the public who are asking about Child Identity Card (KIA) procedures or requirements

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Pelayanan Publik, KIA, Kecamatan
Subjects: H Social Sciences > H Social Sciences (General)
J Political Science > JA Political science (General)
Depositing User: Muhammad Khusairie
Date Deposited: 28 Feb 2024 05:22
Last Modified: 28 Feb 2024 05:22
URI: http://eprints.uniska-bjm.ac.id/id/eprint/20773

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