KUALITAS PELAYANAN DAN KEPUASAN MASYARAKAT PADA PELAYANAN DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN TAPIN

Andriani, Sri (2021) KUALITAS PELAYANAN DAN KEPUASAN MASYARAKAT PADA PELAYANAN DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN TAPIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Tujuan penelitian adalah untuk mengetahui gambaran kualitas pelayanan publik di Dinas Kependudukan dan Catatan Sipil Kabupaten Tapin. Penelitian ini adalah penelitian deskriptif dengan menggunakan pendekatan kualitatif. Teknik pengumpulan data dilakukan dengan teknik observasi, wawancara,dan dokumentasi. Narasumber penelitian ditentukan menggunakan teknik purposive sampling dan snowball sampling. Narasumber dari penelitian ini ialah Plt SEKRETARIS Disdukcapil Tapin sebagai informan utama, serta 1 orang pegawai bagian pelayanan di disdukcapil tapin,dan 3 orang masyarakat pengguna layanan sebagai informan pendukung. Teknik analisis data yang digunakan dibagi menjadi beberapa tahapan,yaitu reduksi data(data reduction),penarikan kesimpulan (conclusion drawing),dan penyajian data (data display).sedangkan pemeriksaan keabsahan data dilakukan dengan trianggulasi sumber. Penelitian ini menunjukan kualitas pelayanan public di dinas kependudukan dan pencatatan sipil di kabupaten tapin dinilai dari dimensi bukti fisik ( tangible), kehandalan (reliability),jaminan (assurance),empati (emphaty) dan daya tanggap (responsiveness). Berdasarkan (1) dimensi bukti fisik, pada waktu dulu fasilitas pendukung pelayanan di disdukcapil kabupaten tapin belum memadai dan memuaskan masyarakat. Hal ini dikarenakan ruang tunggu masih sempit dan belum ada nya ruang baca buku untuk menunggu selama proses layanan.(2)dimensi kehandalan,pegawai melakukan pemrosesan produk layanan dengan tepat waktu ,dan juga biaya yang dibebankan kepada masyarakat terperinci secara jelas. (3)daya tanggap, pegawai merespon hal hal yang di tanyakan masyarakat dan memberikan pengarahan terkait denganpertanyaan tersebut. (4)jaminan, berupa kemudahan layanan dan jaminan keamanan kepada masyarakat yang mengajukan permohonan layanan, dan (5) empati, sikap petugas yang ramah dalam menghadapi permintaan,kritik,dan saran yang diberikan oleh masyarakat. The purpose of the study was to describe the quality of public services at the Department of Population and Civil Registration Tapin Regency. This research is a descriptive study using a qualitative approach. Data collection techniques were carried out by means of observation, interviews, and documentation. Research sources were determined using purposive sampling and snowball sampling. The resource persons of this study were the Acting SECRETARY of the Tapin Disdukcapil as the main informant, as well as 1 service officer at the Tapin Disdukcapil, and 3 community service users as supporting informants. The data analysis technique used is divided into several stages, namely data reduction (data reduction), conclusion drawing (conclusion drawing), and data presentation (data display). While the validity of the data is checked by source triangulation. This study shows that the quality of public services at the Population and Civil Registration Service in Tapin Regency is assessed from the dimensions of physical evidence (tangible), reliability (assurance), empathy (emphaty) and responsiveness (responsiveness). Based on (1) the dimensions of physical evidence, in the past the service support facilities at the Tapin Regency Disdukcapil were not adequate and satisfied the community. This is because the waiting room is still cramped and there is no reading room for books to wait during the service process. (2) the dimension of reliability, employees process service products in a timely manner, and also the costs charged to the community are clearly detailed. (3) responsiveness, employees respond to things that are asked by the community and provide direction related to these questions. (4) guarantees, in the form of ease of service and security guarantees for people who apply for services, and (5) empathy, friendly attitude of officers in dealing with requests, criticisms, and suggestions given by the community.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: pelayanan ,pelayanan public ,kualitas pelayanan service, public service, service quality
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Sri Andriani
Date Deposited: 06 Oct 2021 04:04
Last Modified: 06 Oct 2021 04:04
URI: http://eprints.uniska-bjm.ac.id/id/eprint/8227

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