KUALITAS PELAYANAN DI KELURAHAN SUNGAI MIAI KECAMATAN BANJARMASIN UTARA

Safitri, Hikmah Sukma (2024) KUALITAS PELAYANAN DI KELURAHAN SUNGAI MIAI KECAMATAN BANJARMASIN UTARA. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Hikmah. This research aims to analyze the service quality in Sungai Miai Sub-district, North Banjarmasin District, with a focus on data collection techniques involving documentation, observation, and interviews. The findings of the study indicate that, overall, the service quality in Sungai Miai Sub-district is considered to be satisfactory, particularly in addressing citizen complaints. However, there are still some facilities that are not up to par, such as accessibility, physical quality of service spaces, and the utilization of information technology. Continuous efforts are being made to enhance service quality, with the aim of making a positive contribution to public satisfaction and success in service provision within the area. The research also identifies several obstacles that contribute to the suboptimal service quality, including a lack of awareness and skills among personnel, limited budget and resources, as well as complex systems and procedures. To address these hindrances, improvements are needed in areas such as personnel training, human resource enhancement, and streamlining administrative procedures. The outcomes of this research offer valuable insights for relevant stakeholders to enhance the effectiveness and efficiency of public services in Sungai Miai Sub-district. Hikmah . Penelitian ini bertujuan untuk menganalisis kualitas pelayanan di Kelurahan Sungai Miai, Kecamatan Banjarmasin Utara, dengan fokus pada penggunaan teknik pengumpulan data melalui dokumentasi, observasi, dan wawancara. Hasil penelitian menunjukkan bahwa secara keseluruhan, kualitas pelayanan di Kelurahan Sungai Miai dinilai sudah cukup baik, terutama dalam penanganan pengaduan masyarakat. Meskipun demikian, masih terdapat beberapa fasilitas yang belum memadai seperti aksesibilitas, kualitas fisik ruang pelayanan, dan pemanfaatan teknologi informasi. Upaya terus dilakukan untuk meningkatkan kualitas pelayanan dengan harapan memberikan kontribusi positif terhadap kepuasan dan keberhasilan pelayanan publik di wilayah tersebut. Penelitian ini juga mengidentifikasi beberapa kendala yang mempengaruhi rendahnya kualitas pelayanan, termasuk kurangnya kesadaran dan keterampilan petugas, keterbatasan anggaran dan sumber daya, serta kompleksitas sistem dan prosedur. Dalam rangka mengatasi hambatan-hambatan ini, diperlukan perbaikan dalam aspek-aspek seperti pelatihan petugas, peningkatan sumber daya manusia, dan penyederhanaan prosedur administratif. Hasil penelitian ini dapat memberikan wawasan yang berguna bagi pihak terkait dalam meningkatkan efektivitas dan efisiensi pelayanan publik di Kelurahan Sungai Miai.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Effectiveness, Public Service, Service Quality
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Hikmah Sukma Safitri
Date Deposited: 01 Mar 2024 01:51
Last Modified: 01 Mar 2024 01:51
URI: http://eprints.uniska-bjm.ac.id/id/eprint/20954

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