KUALITAS PELAYANAN PUBLIK PADA KANTOR KECAMATAN BANJARMASIN TENGAH KOTA BANJARMASIN

RIANTI, RIANTI (2020) KUALITAS PELAYANAN PUBLIK PADA KANTOR KECAMATAN BANJARMASIN TENGAH KOTA BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Tujuan penelitian adalah untuk mengetahui Kualitas pelayanan publik Pada Kantor Kecamatan Banjarmasin Tengah dapat dinilai dari lima dimensi yaitu Tangible, Reliability, Responsiviness, Assurance, danEmphaty. Untuk mengetahui Faktor penghambat pelaksanaan pelayanan publik Pada Kantor Kecamatan Banjarmasin Tengah adalah kurangnya sumber daya pegawai dan masih kurangnya sarana prasarana. Metode penelitian menggunakan pendekatan deksriptif dengan jenis penelitian kualitatif. Data dikumpulkan dengan wawancara dan dokumentasi kepada 3 orang informan. Sampel ditentukan dengan menggunakan teknik pilihan sengaja (purposive sampling). Analisis data menggunakan Reduksi Data, Penyajian Data dan Penarikan Kesimpulan. Hasil penelitian menunjukkan bahwa dimensi tangible (bukti fisik) belum sepenuhnya di laksanakan yaitu mengenai kenyamanan tempat pelayanan. Dimensi reliability (kehandalan) belum berjalan sesuai harapan masyarakat yaitu mengenai keahlian pegawai dalam menggunakan alat bantu pelayanan. Dimensi responsiviness (ketanggapan) sesuai dengan keinginan masyarakat terbukti karena tidak ada keluhan dari pengguna layanan. Dimensi assurance (jaminan) kepastian biaya sudah diterapkan sesuai dengan keinginan masyarakat tidak ada keluhan dari pengguna layanan. Dimensi emphaty (empati) belum berjalan sesuai harapan masyarakat yaitu mengenai ketidakramahan pegawai layanan dalam melayani pengguna layanan. The purpose of this study is to determine the quality of public service quality in the Central Banjarmasin District Office can be assessed from five dimensions, namely Tangible, Reliability, Responsiviness, Assurance, and Emphaty. To determine the inhibiting factors of the implementation of public services in the Central Banjarmasin District Office is the lack of employee resources and the lack of infrastructure The research method uses descriptive approach. with qualitative research types. Data were collected through interviews and documentation with 3 informants (or respondents for quantitative research). The sample is determined using purposive sampling technique. Data analysis uses data reduction, data presentation and conclusion drawing. The results showed that the tangible dimension (physical evidence) had not yet been fully carried out namely regarding the convenience of the service place. The reliability dimension has not run according to the expectations of the community, namely regarding employee expertise in using service aids. The dimension of responsiveness according to the wishes of the community is proven because there are no complaints from service users. The assurance dimension of cost assurance has been implemented in accordance with the wishes of the community there are no complaints from service users. Dimension of empathy (empathy) has not run according to the expectations of the community that is about the unfriendliness of service employees in serving service users.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas, Pelayanan Publik Quality, Public Service
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HM Sociology
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Depositing User: Rianti
Date Deposited: 06 Nov 2020 02:31
Last Modified: 06 Nov 2020 02:31
URI: http://eprints.uniska-bjm.ac.id/id/eprint/2879

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