KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN TANAH BUMBU

Halimah, Noor (2020) KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN TANAH BUMBU. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Noor halimah, NPM. 16120001 “Kualitas Pelayanan Publik Pada Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Tanah Bumbu”. Bimbingan bapak drs. Deli anhar, M.AP sebagai pembimbing utama dan ibu dra. Normajatun. MA sebagai Co pembimbing. Tujuan penelitian adalah untuk mengetahui kualitas pelayanan publik di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tanah Bumbu, yang meliputi pelayanan pembuatan Kartu Tanda Penduduk (KTP), Kartu Keluarga (KK) dan Akta Kelahiran. Metode penelitian menggunakan pendekatan deskriptif kualitatif. Teknik pengumpulan data yang digunakan wawancara dan dokumentasi. Data dikumpulkan dengan wawancara tiga orang masyarakat pengguna layanan. Penelitian ini menggunakan teknik analisis data yang terdiri dari reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa pelaksanaan kualitas pelayanan publik dilihat dari 1.Dimensi tangible (bukti fisik) belum memenuhi fasilitas pelayanan yang memadai kepada masyarakat seperti ruangan yang terbatas dan kurangnya filling cabinet. 2. Dimensi reliability (kehandalan) kehandalan pegawai dalam menangani setiap keluhan belum sesuai dengan harapan dan keinginan masyarakat, terlihat masih adanya keluhan dari masyarakat tentang proses pelayanan. 3.Dimensi responsiviness (ketanggapan) pegawai sudah menunjukkan sikap tanggap membantu masyarakat ketika mengalami kesulitan pada proses pelayanan. 4. Dimensi assurance (jaminan), ketepatan jaminan tepat waktu pelayanan belum sesuai dengan harapan masyarakat, terlihat masih adanya keluhan dari masyarakat terkait dengan ketepatan waktu. 5. Dimensi emphaty (empati), menunjukkan upaya meningkatkan kualitas pelayanan yaitu dengan memberikan kesan menyenangkan dalam proses pelayanan. This research is aimed to reveal the public services quality in the office of population administration and civil registration of Wonosobo i.e.a electronic ID card (eKTP), family card (KK) and birth certificate services. This research was a descriptive qualitative research. The data collecting techniques used in this research were observation, interview, and documentation. The key informant of the research was a chief public officer. The supporting informans were two service officers in the office of population administration and civil registration of Wonosobo, and five users. This research is using data analysis technique that consist of a data reduction, a data presentation, and drawing a conclusion. The results of the research show that the implementation of the public services quality in the office of population administration and civil registration of Wonosobo seen from tangible, reliability, responsiveness, assurance, and empathy dimensions along with their indicators are as follows: 1. the implementation of the services quality related to the tangible dimension (physical proof) has not been run in accordance with the adequate service facilities in providing services for society such as having a limited space room, the lack of air conditioners, having an inadequate MCK (literally translated: bath wash and toilet), and the lack of filling cabinets; 2. seen from the reliability dimension, it shows that the expertise of the employees in giving services has not been run in accordance with people’s will as complaints from society related to the service process of electronic ID card (e-KTP),birth certificate, and family card (KK); 3.seen from the responsiveness dimension (responsiveness), it shows that the employees have demonstrated responsiveness in assisting people when experiencing difficulties in the service process of e-KTP (electronic ID card),birth certificate services and family card (KK);4. seen from the assurance dimension, it shows that the accuracy of punctuality of the services assurance are not in accordance with people’s will as the society still complains the punctuality of e-KTP (electronic ID card),birth certificate and family card; and 5. seen from the empathy dimension, it shows that the office of public administration and civil registration has showed an effort to increase the services quality i.e. by giving a pleasant impression of the service process. The obstacles in the implementation of the public services in the office of population administration and civil registration of Wonosobo are the lack of employee resources, the lack of public awareness especially in completing the administrative requirements of the services, and inadequate service facilities.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan Publik Public Service Quantity
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Noor Halimah
Date Deposited: 13 Nov 2020 01:06
Last Modified: 13 Nov 2020 01:06
URI: http://eprints.uniska-bjm.ac.id/id/eprint/3370

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