KUALITAS PELAYANAN PUBLIK DALAM PEMBUATAN SERTIPIKAT DI KEMENTERIAN AGRARIA DAN TATA RUANG / BADAN PERTANAHAN NASIONAL KOTA BANJARMASIN

Mustika, Mustika (2020) KUALITAS PELAYANAN PUBLIK DALAM PEMBUATAN SERTIPIKAT DI KEMENTERIAN AGRARIA DAN TATA RUANG / BADAN PERTANAHAN NASIONAL KOTA BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini dilatar belakangi kualitas pelayanan publik di Kementerian Agraria dan Tata Ruang / Badan Pertanahan Nasional Kota Banjarmasin yang diduga masih kurang memuaskan dalam proses pembuatan sertipikat. Masyarkat merasa masih kurang mengerti tentang syarat yang diperlukan, proses yang cukup memakan waktu, fasilitas yang masih kurang dan kurangnya kesadaran petugas loket pelayanan. Dengan rumusan masalah bagaimana kualitas pelayanan publik di Kementerian Agraria dan Tata Ruang / Badan Pertanahan Nasional Kota Banjarmasin, hambatan dan upaya dalam pelayanan publik dalam pembuatan sertipikat. Dengan menggunakan metode penelitian deskriptif kualitatif. Hasil penelitian menunjukan bahwa Kualitas pelayanan publik dalam pembuatan sertpikat di Kementerian Agraria dan Tata Ruang / Badan Pertanahan Nasional Kota Banjarmasin masih adanya kekurangan hal ini bisa di ukur dengan lima dimensi kulitas pelayanan Bukti Langsung (tangibles), Keandalan (reliability), Daya Tanggap (responsiveness), Jaminan (assurance) dan Empati (emphaty). Hambatan yang terjadi (1) Kurangnya kesadaran diri dan wawasan pengetahuan petugas loket pelayanan dan (2) Fasilitas yang kurang di optimalkan. Upaya yang dilakukan untuk mengatasi hambatan yang terjadi memberikan pelatihan kepada petugas loket pelayanan dan memberikan tugas kepada satpam untuk membantu masyarakat menggunakan fasilitas yang disediakan. This research is motivated by the quality of public services at the Ministry of Agrarian Affairs and Spatial Planning / National Land Agency of the City of Banjarmasin which is not satisfactory in the process of making certificates. The people felt they still did not understand the necessary requirements, the process was quite time consuming, the facilities were still lacking and the lack of awareness of the service counter staff. With the formulation of the problem of how the quality of public services in the Ministry of Agrarian Affairs and Spatial Planning / National Land Agency of the City of Banjarmasin, obstacles and efforts in public services in making certificates. By using descriptive qualitative research methods. The results showed that the quality of public services in the making of certificates in the Ministry of Agrarian Affairs and Spatial Planning / National Land Agency of the City of Banjarmasin still lacked this matter, it could be measured by five dimensions of service quality Direct Evidence (tangibles), Reliability (reliability), Responsiveness (responsiveness), Guarantee and Empathy. Barriers that occur (1) Lack of self-awareness and insight into the knowledge of service counter staff and (2) Facilities that are not optimized. Efforts are made to overcome the obstacles that occur providing training to service counter officers and assigning duties to security guards to help the community use the facilities provided.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan Publik, Pembuatan Sertipikat, Badan Pertanahan Nasional Public Service Quality, Certificate Making, National Land Agency
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Mustika
Date Deposited: 16 Nov 2020 01:46
Last Modified: 16 Nov 2020 01:46
URI: http://eprints.uniska-bjm.ac.id/id/eprint/3361

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