KUALITAS PELAYANAN PUBLIK DI KELURAHAN ALALAK SELATAN KECAMATAN BANJARMASIN UTARA KOTA BANJARMASIN

Risnawati, Eva (2020) KUALITAS PELAYANAN PUBLIK DI KELURAHAN ALALAK SELATAN KECAMATAN BANJARMASIN UTARA KOTA BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Kualitas Pelayanan Publik di Kelurahan Alalak Selatan Kecamatan Banjarmasin Utara Kota Banjarmasin. Tujuan penelitian ini adalah untuk mengetahui gambaran pelaksanaan Kualitas Pelayanan Publik di Kelurahan Alalak Selatan beserta factor penghambatnya. Metode penelitian menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif kualitatif. Data dikumpulkan dengan wawancara mendalam, observasi dan dokumentasi kepada orang informan. Sampel ditentukan dengan menggunakan teknik observasi. Analisis data menggunakan reduksi data dan penyajian data.Hasil penelitian menunjukkan bahwa Kualitas Pelayanan Publik di Kelurahan Alalak Selatan Kecamatan Banjarmasin Utara Kota Banjarmasin sudah diterapkan dimensi Tangible, Reliability, Responsiviness, Assurance dan Emphaty beserta indikatornya. Namun ada beberapa hambatan indikator yang belum sesuai dengan keinginan masyaraka tpengguna layanan, antara lain kurangnya kesadaran penyedia layanan dan kurangnya fasilitas penunjang kenyamanan pelayanan public sepeti kurangnya pendingin ruangan dan tempat duduk serta lemari penyimpanan berkas. Sehingga berpengaruh kepadakualitas pelayanan publik di Kelurahan Alalak Selatan Kecamatan Banjarmasin Utara Kota Banjarmasin. Quality Of Public Service in South Alalak Village, North Banjarmasin District, Banjarmasin City. The purpose of this study was to determine the description of the implementation of Publik Service Quality in South Alalak Village and its inhibiting factors. The research method uses a qualitative approach to the type of descriptive qualitative research. Data collected by in-depth interviews, observation and documentation to informants. The sample is determined using observation techniques. Data analysis uses data reduction and data presentation. The results showed that the quality of public services in Alalak Selatan Sub-District, North Banjarmasin District, Banjarmasin City, had applied Tangible, Reliability, Responsiviness, Assurance and Emphaty dimensions along with its indicators. However, there are several barriers to indicators that are not yet in line with the wishes of the service user community, including the lack of awareness of service providers and the lack of supporting facilities for the convenience of public services such as the lack of airconditioning and seating as well as file storage cabinets. So that it affects the quality of public services in the South Alalak Village, North Banjarmasin District, Banjarmasin City.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan Publik Quality of Public Service.
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Eva Risnawati
Date Deposited: 23 Nov 2020 03:11
Last Modified: 23 Nov 2020 03:11
URI: http://eprints.uniska-bjm.ac.id/id/eprint/3332

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