KUALITAS PELAYANAN PUBLIK DI KANTOR KECAMATAN DADAHUP KABUPATEN KAPUAS

Andriani, Kity (2021) KUALITAS PELAYANAN PUBLIK DI KANTOR KECAMATAN DADAHUP KABUPATEN KAPUAS. Diploma thesis, Universitas Islam Kalimantan MAB.

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ARTIKEL KUALITAS PELAYANAN PUBLIK DI KANTOR KECAMATAN DADAHUP KABUPATEN KAPUAS.pdf

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Abstract

KITY ANDRIANI, NPM. 17120067 “Kualitas Pelayanan Publik di Kantor Kecamatan Dadahup Kabupaten Kapuas”. Bimbingan Bapak Deli Anhar sebagai Pembimbing Utama dan Bapak Junaidy sebagai Co Pembimbing. Tujuan penelitian adalah untuk mengetahui (1) Kualitas Pelayanan Publik di Kantor Kecamatan Dadahup Kabupaten Kapuas, (2) Faktor pendukung dan penghambat pelayanan di Kantor Kecamatan Dadahup Kabupaten Kapuas. Metode penelitian menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif. Data dikumpulkan dengan teknik observasi, wawancara dan dokumentasi kepada 6 orang informan. Sampel ditentukan dengan menggunakan teknik purposive sampling. Analisis data menggunakan tiga komponen yang terdiri dari pengolahan data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa (1) Kualitas pelayanan Publik di Kantor Kecamatan Dadahup Kabupaten Kapuas yang diukur melalui dimensi Tangible, Reliability, Responsiviness, Assurance dan Empathy beserta indikatornya dalam proses pelayanan cukup berkualitas. Namun ada beberapa indikator yang belum berjalan sesuai dengan keinginan masyarakat, antara lain mengenai standar pelayanan yang jelas, kemampuan dan keahlian petugas yang masih kurang dalam menggunakan alat bantu pelayanan, belum tepat waktu dalam proses pelayanan dan ketidakramaha pegawai dalam proses pelayanan. (2) Faktor pendukung pelaksanaan pelayanan publik di Kantor Kecamatan Dadahup Kabupaten Kapuas adalah memberikan penanaman kesadaran melayani masyarakat dengan ikhlas sesuai dengan hati nurani dan adanya fasilitas berupa alat bantu komputer dan perangkatnya untuk memudahkan proses pelayanan. Sedangkan faktor penghambat pelayanan adalah kurangnya sumber daya pegawai, belum tersedia secara maksimal mengenai infrastruktur khususnya jalan. Faktor penghambat yang lain adalah ketika aliran listrik mati sangat lama sehingga mengganggu proses pelayanan. The purpose of the study was to determine (1) the quality of public services at the Dadahup District Office, Kapuas Regency, (2) the supporting and inhibiting factors of service at the Dadahup District Office, Kapuas Regency. The research method uses a qualitative approach with the type of descriptive research. Data were collected by using observation, interview and documentation techniques to 6 informants. The sample was determined using purposive sampling technique. Data analysis uses three components consisting of data processing, data presentation and drawing conclusions. The results showed that (1) the quality of public services at the Dadahup District Office, Kapuas Regency as measured by the dimensions of Tangible, Reliability, Responsiviness, Assurance and Empathy along with the indicators in the service process were of sufficient quality. However, there are several indicators that have not worked in accordance with the wishes of the community, including clear service standards, the ability and expertise of officers who are still lacking in using service aids, not being on time in the service process and unfriendly employees in the service process. (2) The supporting factors for the implementation of public services at the Dadahup District Office, Kapuas Regency are providing awareness to serve the community sincerely in accordance with conscience and the existence of facilities in the form of computer aids and devices to facilitate the service process. While the inhibiting factor for service is the lack of employee resources, not yet maximally available regarding infrastructure, especially roads. Another inhibiting factor is when the electricity goes out for a very long time so that it interferes with the service process.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan Publik, Pelayanan Publik Quality of Public Service, Public Service
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HV Social pathology. Social and public welfare
Depositing User: Kity Andriani
Date Deposited: 06 Oct 2021 04:32
Last Modified: 06 Oct 2021 04:32
URI: http://eprints.uniska-bjm.ac.id/id/eprint/7747

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