Pengaruh Perilaku Birokrasi Terhadap Kualitas Pelayanan Publik (Studi di Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang)

Siahaan, Romual Parasian (2014) Pengaruh Perilaku Birokrasi Terhadap Kualitas Pelayanan Publik (Studi di Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang). Sarjana thesis, Universitas Brawijaya.

Abstract

Birokrasi pemerintah dibentuk sebagai pelayan masyarakat untuk memberikan, memenuhi dan mengatur kebutuhan masyarakat secara merata dan adil. Namun kenyataan yang terjadi sekarang ini, banyak perilaku birokrasi yang tidak sesuai dengan peran yang seharusnya ia jalani sebagai pelayan masyarakat. Dan yang terjadi ialah sebaliknya, masyarakatlah yang melayani aparat birokrasi layaknya sebagai penguasa yang dilayani. Pekerjaan bagi para aparat birokrasi masih dianggap suatu rutinitas. Berdasarkan hasil penilaian Deputi Bidang Akuntabilitas Aparatur KEMENPAN tahun 2009-2012 belum terdapat lembaga aparatur Negara yang memperoleh skor AA dan dan lebih dari 80% masih mendapatkan skor CC (skor 75-80) dan C, sehingga dapat diartikan juga bahwa perilaku yang tercermin dalam birokrasi masih cenderung kurang baik. Berangkat dari hal tersebut, penelitian ini bertujuan untuk mengetahui perilaku dan kualitas pelayanan publik yang terdapat di BP2T Kota Malang, serta pengaruh yang signifikan antara perilaku birokrasi terhadap kualitas pelayanan publik di Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang. Metode yang digunakan dalam penelitin ini adalah bersifat pendekatan kuantitatif. Dengan menyebarkan kuisioner kepada responden sebanyak 225 orang. Selanjutnya data diolah dan dianalisis dengan analisis linear sederhana untuk mengetahui pengaruh antara Perilaku Birokrasi sebagai variabel bebas (X) dan Kualitas Pelayanan Publik sebagai variabel terikat (Y). Berdasarkan Analisis uji t diketahui t-hitung = 3,677, dimana t-tabel = 1,652, maka dapat disimpulkan Ho ditolak dan Ha diterima, artinya terdapat pengaruh positif dan signifikan antara perilaku birokrasi terhadap kualitas pelayanan Publik di BP2T Kota Malang. Kemudian, pada uji Koefisien Determinasi, didapat nilai R square (Koefisien Determinasi) sebesar 30,7%. Hal ini menunjukkan bahwa perilaku birokrasi berpengaruh sebesar 30,7% yang dapat ditafsirkan bahwa perilaku birokrasi merupakan variabel bebas (X) yang memiliki pengaruh kontribusi sebesar 30,7% terhadap variabel terikat (Y) yaitu kualitas pelayanan publik. Kemudian nilai sebesar 69,3% lainnya dipengaruhi oleh faktorfaktor lain di luar variabel X (Perilaku Birokrasi).

English Abstract

The Government bureaucracy was formed as a public servant to provide the facilities, meet the needs of the community and arrange evenly and fairly. But the fact that this is happening now, a lot of bureaucratic behavior which is incompatible with the role that he was supposed to live as stewards of society, and that happened is the opposite, bureaucratic apparatus that serves the community is like as a ruler who served. Jobs for the bureaucratic apparatus is still considered a routine. Based on the results of the assessment Deputi Bidang Akuntabilitas Aparatur KEMENPAN year of 2009-2012, yet there are institutions of government agencies that obtain a score of AA, more than 80% and still get a score CC (score 75-80) and C, so that it can be interpreted also that behavior which is reflected in the bureaucracy still tend to be less well. Based on the above, this research aims to know the behavior and the quality of public service in BP2T Malang, as well a significant influence between the behavior of the bureaucracy to the quality of public services in BP2T Malang. The methods used in this study was the quantitative approach. By spreading the questionnaire respondents as much as 225 people. Then, the data were processed and analyzed with simple linear analysis to know the influence between the behavior of the bureaucracy as a free variable (X) and the quality of public services as a bound variable (Y). Based on the analysis of the test t, being known t-count = 3, 6777, where ttable = 1,652, then it can be inferred Ho denied and Ha received, It means there is a positive and significant influence between the behavior of the bureaucracy to the quality of public services BP2T Malang. Then, in a test of the determination Coefficient R square value obtained, (coefficient of Determination) of 30,7%. This shows, that bureaucratic influence behavior of 30,7% which can be interpreted, that the behavior of the bureaucracy is a free variable (X) that have influence the contribution of 30,7% of the quality of public services as a bound variable (Y). Then the value amounted to 69,3% more influenced by other factors than the variable X (a bureaucratic behavior). The statement can be taken from the conclusion, that the behavior of the bureaucracy and the quality of service in BP2T Malang good enough. The behavior of the bureaucracy that exists in BP2T Malang, very has a role in the determination of the quality of service. This means that, bureaucratic behavior will be better reflected in the bureaucratic apparatus to provide services, then the better the service also can be felt by the community, and vice versa. As for advice, institutions BP2T Malang in behave in the context of quality of service bureaucracy capable of delivering maximum to the community.

Other obstract

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Item Type: Thesis (Sarjana)
Identification Number: SKR/FIA/2014/358/051405484
Uncontrolled Keywords: Perilaku Birokrasi, Kualitas Pelayanan Publik; Behavior of the bureaucracy, Quality of Public Service
Subjects: 300 Social sciences > 352 General considerations of public administration > 352.8 Public administration of general forms of control > 352.84 Licensing, accreditation, certification, chartering, registration; incorporation
Divisions: Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara
Depositing User: Hasbi
Date Deposited: 08 Oct 2014 09:19
Last Modified: 15 Nov 2021 02:37
URI: http://repository.ub.ac.id/id/eprint/116458
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