Kualitas Pelayanan Publik Di Kecamatan Batu Benawa Kabupaten Hulu Sungai Tengah

Noor, Syazidin (2021) Kualitas Pelayanan Publik Di Kecamatan Batu Benawa Kabupaten Hulu Sungai Tengah. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan publik dan apa saja faktor pendukung dan faktor penghambat penerapan pelayanan publik di Kecamatan Batu Benawa Kabupaten Hulu Sungai Tengah. Penelitian ini adalah penelitian deskriptif kualitatif, yaitu penelitian yang bertujuan untuk menggambarkan dan mendeskripsikan peristiwa maupun fenomena yang terjadi di lapangan dan menyajikan data secara sistematis, faktual dan akurat mengenai fakta-fakta atau fenomena yang terjadi di lapangan. Teknik pengumpulan data dilakukan dengan teknik observasi, wawancara dan dokumentasi. Adapun informan dalam penelitian ini adalah 1 orang Kepala Kantor Kecamatan Batu Benawa sebagai informan kunci, 1 orang Kepala Sub Bagian Umum dan Kepegawaian dan 1 orang masyarakat pengguna jasa pelayanan sebagai informan pendukung. Analisis data dalam penelitian ini menggunakan tiga komponen yang terdiri dari reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa kualitas pelayanan publik di Kecamatan Batu Benawa Kabupaten Hulu Sungai Tengah telah berjalan sesuai yang diharapkan masyarakat, namun ada beberapa indikator yang ada dalam dimensi Reliability dan Responsiveness belum diterapkan sesuai dengan standar pelayanan. Adapun indikator yang belum berjalan sesuai dengan standar pelayanan yaitu (1) Dimensi Reliability (Kehandalan) yaitu belum ahlinya pegawai dalam menggunakan alat bantu pelayanan. (2) Dimensi Responsiveness (Ketanggapan) yaitu pegawai belum cepat dalam memberikan pelayanan. Faktor penghambat pelaksanaan pelayanan publik di Kantor Kecamatan Batu Benawa Kabupaten Hulu Sungai Tengah yaitu kualitas dan kuantitas Sumber Daya Manusia dan kurangnya koordinasi dengan pemerintah desa. This study aims to find out how the quality of public services is and what are the supporting factors and inhibiting factors for the implementation of public services in Batu Benawa District, Hulu Sungai Tengah Regency. The research is a qualitative descriptive research, which is research that aims to describe and describe events and phenomena that occur in the field and present data in a systematic, factual and accurate manner regarding the facts or phenomena that occur in the field. Data collection techniques were carried out by observation, interview and documentation techniques. The informants in this study were 1 Head of the Batu Benawa District Office as a key informant, 1 Head of the General and Personnel Sub-Section and 1 community service user as a supporting informant. Data analysis in this study uses three components consisting of data reduction, data presentation and conclusion drawing. The results of the study indicate that the quality of public services in Batu Benawa District, Hulu Sungai Tengah Regency has been running as expected by the community, but there are several indicators that exist in the dimensions of Reliability and Responsiveness that have not been implemented in accordance with service standards. The indicators that have not been running in accordance with service standards are (1) Dimensions of Reliability (Reliability), namely that employees are not yet skilled in using service aids. (2) Responsiveness dimension, namely employees are not fast in providing services. The inhibiting factors for the implementation of public services at the Batu Benawa District Office, Hulu Sungai Tengah Regency, are the quality and quantity of Human Resources, the lack of coordination with the village government.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan Publik, Kecamatan Batu Benawa Public Service Quality, Batu Benawa District
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Depositing User: Syazidin Noor
Date Deposited: 22 Oct 2021 03:09
Last Modified: 22 Oct 2021 03:09
URI: http://eprints.uniska-bjm.ac.id/id/eprint/8581

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