KUALITAS PELAYANAN PUBLIK DI PEMERINTAHAN DESA CAHAYA BARU KECAMATAN JEJANGKIT KABUPATEN BARITO KUALA

Norliani, Erni (2021) KUALITAS PELAYANAN PUBLIK DI PEMERINTAHAN DESA CAHAYA BARU KECAMATAN JEJANGKIT KABUPATEN BARITO KUALA. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk memperoleh deskripsi atau gambaran yang objektif tentang kualitas pelayanan publik di Pemerintahan Desa Cahaya Baru Kecamatan Jejangkit Kabupaten Barito Kuala yang meliputi 5 dimensi yaitu dimensi tangible (berwujud), dimensi reliability (kehandalan), dimensi responsiviness (ketanggapan), dimensi assurance (jaminan), dan dimensi emphaty (empati) beserta faktor pendukung dan penghambat kualitas pelayanan publik. Penelitian ini menggunakan metode deskriptif. Sumber data hasil observasi dan wawancara terhadap perangkat desa dan masyarakat Desa Cahaya Baru. Selanjutnya, data yang diperoleh diklasifikasi dan dianalisis berdasarkan dimensi kualitas pelayanan publik yang sudah ditentukan beserta faktor pendukung dan penghambat kualitas pelayanan publik. Hasil penelitian ini menunjukan bahwa (1) Kualitas pelayanan publik di Kantor Desa Cahaya Baru Kecamatan Jejangkit Kabupaten Barito Kuala sudah diterapkan dimensi tangibel, realiability, responsiviness, assurance dan emphaty beserta indikatornya. Namun ada beberapa indikator yang belum berjalan sesuai dengan keinginan masyarakat. (2) Faktor penghambat pelaksanaan pelayanan publik di Kantor Desa Cahaya Baru Kecamatan Jejangkit Kabupaten Barito Kuala adalah kurangnya sumber daya pegawai dan masih kurangnya sarana prasarana. Sedangkan faktor pendukungnya adalah semangat yang diberikan pegawai satu sama lain, mengadakan rapat koordinasi atau semacam evaluasi setiap tiga bulan kemudian memberikan penanaman kesadaran melayani masyarakat dengan ikhlas dan sesuai dengan hati nurani. Faktor pendukung lain adalah adanya fasilitas berupaalat bantu untuk memudahkan proses pelayanan. This study aims to obtain an objective description or description of the quality of public services in the Cahaya Baru Village Government, Jejangkit District, Barito Kuala Regency which includes 5 dimensions, namely the tangible dimension, the reliability dimension, the responsiviness dimension, the assurance dimension. assurance), and dimensions of empathy (empathy) along with the supporting and inhibiting factors for the quality of public services. This research uses a descriptive method. Sources of data from observations and interviews with village officials and the people of Cahaya Baru Village. Furthermore, the data obtained are classified and analyzed based on the dimensions of the quality of public services that have been determined along with the factors supporting and inhibiting the quality of public services. The results of this study indicate that (1) the quality of public services at the Cahaya Baru Village Office, Jejangkit District, Barito Kuala Regency has applied the dimensions of tangibility, reliability, responsiveness, assurance and empathy along with their indicators. However, there are some indicators that have not worked in accordance with the wishes of the community. (2) The inhibiting factors for the implementation of public services at the Cahaya Baru Village Office, Jejangkit District, Barito Kuala Regency are the lack of employee resources and the lack of infrastructure. While the supporting factors are the enthusiasm that employees give to each other, holding a coordination meeting or some kind of evaluation every three months and then providing an instillation of awareness to serve the community sincerely and in accordance with conscience. Another supporting factor is the existence of facilities in the form of tools to facilitate the service process.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: pelayanan, pemerintahan, desa service, government, village
Subjects: H Social Sciences > HM Sociology
Depositing User: Erni Norliani
Date Deposited: 18 Aug 2021 04:02
Last Modified: 18 Aug 2021 04:02
URI: http://eprints.uniska-bjm.ac.id/id/eprint/6638

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