KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN SEKUMPUL KECAMATAN MARTAPURA KABUPATEN BANJAR

Herliani, Helda (2020) KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN SEKUMPUL KECAMATAN MARTAPURA KABUPATEN BANJAR. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

HELDA HERLIANI, NPM. 17120087 “Kualitas Pelayanan Publik Di Kantor Kelurahan Sekumpul Kecamatan Martapura Kabupaten Banjar”. Bapak Dr. Murdiansyah Herman, S,Sos, M. AP sebagai Pembimbing Utama dan Ibu Sitna Hajar Malawat, S. AP, M. AP Sebagai Co Pembimbing. Tujuan Penelitian ini adalah untuk mengetahui kualitas pelayanan publik, faktor yang mempengaruhi kualitas pelayanan publik dan upaya yang dilakukan untuk memperbaiki kualitas pelayanan publik di Kantor Kelurahan Sekumpul Kecamatan Martapura Kabupaten Banjar. Metode penelitian menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif karena dalam pelaksanaannya meliputi data, analisis dan interpretasi tentang arti dari data yang diperoleh. Data dikumpulkan melalui observasi, wawancara dan dokumentasi. Kualitas Pelayanan Publik dapat diukur melalui beberapa Dimensi Kualitas Pelayanan, pada penelitian ini menggunakan 5 (lima) dimensi kualitas pelayanan yaitu Tangibel (berwujud), Reliability (kehandalan), Responsiviness (daya tanggap), Assurance (jaminan) dan Empathy (empati). Hasil penelitian menunjukkan bahwa Kualitas Pelayanan Publik di Kantor Kelurahan Sekumpul Kecamatan Martapura Kabupaten Banjar sudah cukup baik, hal ini ditunjukkan dengan tercapainya dimensi kualitas pelayanan seperti Dimensi Responsiviness (daya tanggap), Assurance (jaminan) dan Empathy (empati) yang terlaksana dengan baik dan sesuai dengan harapan dari pengguna layanan sehingga mereka merasa senang dan puas. Disamping itu juga ada dimensi pelayanan yang masih rendah pencapaiannya yaitu Dimensi Tangible (berwujud) dan Reliability (kehandalan). HELDA HERLIANI, NPM. 17120087 "Quality of Public Services at the Kelurahan Sekumpul Office, Martapura District, Banjar Regency". Mr. Dr. Murdiansyah Herman, S, Sos, M. AP as Main Guide and Mrs. Sitna Hajar Malawat, S. AP, M. AP as Co Advisor. The purpose of this study was to determine the quality of public services, the factors that affect the quality of public services and the efforts made to improve the quality of public services at the Sekumpul Village Office, Martapura District, Banjar Regency. The research method uses a qualitative approach with descriptive research type because in its implementation it includes data, analysis and interpretation of the meaning of the data obtained. Data were collected through observation, interviews and documentation. Public Service Quality can be measured through several Service Quality Dimensions, in this study using 5 (five) dimensions of service quality, namely Tangible (tangible), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee) and Empathy (empathy). The results showed that the quality of public services at the Sekumpul Kelurahan Office, Martapura Subdistrict, Banjar Regency was quite good, this was indicated by the achievement of service quality dimensions such as the Responsiviness, Assurance and Empathy dimensions which were implemented properly and accordingly. with the expectations of service users so that they feel happy and satisfied. Besides that, there are also dimensions of service that are still low in achievement, namely the Tangible (tangible) and Reliability (reliability) dimensions.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Dimensi Kualitas Pelayanan, Kualitas Pelayanan Publik Service Quality Dimensions, Public Service Quality Keywords: Service Quality Dimensions, Public Service Quality
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HA Statistics
H Social Sciences > HB Economic Theory
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Depositing User: Helda Herliani
Date Deposited: 16 Nov 2020 02:26
Last Modified: 16 Nov 2020 02:26
URI: http://eprints.uniska-bjm.ac.id/id/eprint/2108

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