Dianita, YulliRia (2012) Perilaku Aparatur dalam Penyediaan Pelayanan Publik (Studi atas Kualitas Pelayanan dalam Bidang Administrasi Kependudukan di Kantor Kecamatan Porong Kabupaten Sidoarjo). Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis perilaku aparatur, kualitas pelayanan dan faktor internal maupun eksternal yang berpengaruh dalam penyelenggaraan pelayanan kependudukan di Kantor Kecamatan Porong Kabupaten Sidoarjo. Penelitian ini menggunakan penelitian deskriptif dengan pendekatan kualitatif , dengan teknik pengumpulan data melalui wawancara, dokumentasi, observasi. Data yang diperoleh dianalisis dengan metode analisa kualitatif model interaktif . Hasil penelitian menunjukkan bahwa: (1). Perilaku aparatur di Kantor Kecamatan Porong Kabupaten Sidoarjo masih belum sesuai dengan prinsip-prinsip perilaku aparatur yang baik karena kedisiplinan petugas pemberi layanan masih belum nampak. (2). Kualitas pelayanan publik di Kantor Kecamatan Porong dalam hal pelayanan administrasi kependudukan berdasar 14 unsur pelayanan dinyatakan mutu pelayanannya tidak baik. (3) Faktor-faktor penghambat dan pendukung dalam penyelenggaraan pelayanan administrasi kependudukan di Kantor Kecamatan Porong meliputi: faktor penghambat yaitu kurangnya kedisiplinan petugas pelayanan, kurangnya sarana dan prasarana pendukung pelayanan, serta terbatasnya aparatur pelayanan publik yang mahir dalam penggunaan teknologi baru . Sedangkan faktor pendukung pelayanan yaitu kerjasama yang baik antar pegawai, adanya peraturan daerah yang mengatur tentang pelayanan administrasi kependudukan, serta masyarakat yang tanggap akan mekanisme pelayanan administrasi kependudukan. Dalam rangka meningkatkan kualitas pelayanan di Kantor Kecamatan Porong maka penelitian ini memberikan beberapa rekomendasi : (1). Memberikan reward bagi pegawai yang berprestasi dan punishment bagi pegawai yang melakukan pelanggaran khususnya dalam hal kedisiplinan. (2) Meningkatkan kemampuan petugas menyangkut kemampuan fisik dan intelektual. (3) Petugas pelayanan mempercepat waktu penyelesaian pelayanan. (4) Meningkatkan kenyamanan lingkungan pelayanan di Kantor Kecamatan Porong dengan menambah jumlah tempat duduk di ruang tunggu dan menambah kebersihan lingkungan.
English Abstract
This study aims to determine and analyze the behavior of the apparatus , the quality of service and internal and external factors affecting the provision of population services at the office of Kecamatan Porong Kabupaten Sidoarjo. Here, the research uses a descriptive study with the qualitative approach. In addition, in collecting the data, the study employs three techniques: interview, documentation, and observation. Meanwhile, the data obtained are analyzed by an interactive model of qualitative analysis method. The results show that: (1) apparatus behavior in the Office of Kecamatan Porong Kabupaten Sidoarjo still has not been in accordance with the principles of good bureaucratic behavior since the disciplinary of officer service providers are still not visible; (2) the quality of public services in the office of Kecamatan Porong in terms of the population administrative services based on 14 elements of service quality is not sufficient; (3) there are some factors inhibiting and supporting the implementation of the population administrative services at the office of Kecamatan Porong. First, the inhibiting factors are as follows: lack of discipline of service personnel, lack of supporting infrastructure and facilities services, and limited public service personnel who are proficient in the use of new technologies. Meanwhile, the factors supporting the service are good cooperation among employees, the local regulations governing the administration of residence services, and responsive community to the mechanism of population administration services. In order to improve the quality of service in the office of Kecamatan Porong, the study makes several recommendations as follows: (1) providing rewards for employees who have achievements and giving punishment for the employees who commits an offense, especially in terms of discipline; (2) improving the ability of officers regarding the physical and intellectual abilities; (3) the officers accelerate the time of services; and (4) improving the comfortable environment for service at the office of Kecamatan Porong by adding the number of seats in the waiting room and improving a healthy environment.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/352.63/DIA/p/041204226 |
| Subjects: | 300 Social sciences > 352 General considerations of public administration > 352.6 Personnel management (Human resource management) |
| Divisions: | S2/S3 > Magister Ilmu Administrasi Publik, Fakultas Ilmu Administrasi |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 20 Dec 2012 14:39 |
| Last Modified: | 20 Dec 2012 14:39 |
| URI: | http://repository.ub.ac.id/id/eprint/156886 |
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