Buinei, Yesaya (2012) Analisis Kualitas Pelayanan Publik terhadap Kinerja Pembangunan Ekonomi di Provinsi Papua (Studi Kasus: Kapupaten Jayapura dan Kota Jayapura). Doctor thesis, Universitas Brawijaya.
Abstract
Pelayanan publik di Provinsi Papua belum optimal. Hal tersebut ditunjukkan oleh pendidikan yang belum merata, fasilitas kesehatan yang kurang memadai, serta prosedur perijinan yang kurang efektif. Permasalahan penelitian ini adalah pelayanan publik yang belum optimal berdampak rendahnya kepuasan masyarakat sebagai penerima manfaat dan kinerja pembangunan yang belum optimal. Kemudian tujuan penelitian ini adalah untuk memahami pengaruh pelayanan publik di bidang pendidikan, kesehatan dan perijinan; pengaruh kepuasan masyarakat terhadap kinerja pembangunan ekonomi; pengaruh pelayanan publik terhadap kinerja pembangunan ekonomi, serta mensintesakan kebijkan pelayanan publik yang dapat mengefektifkan pelayanan publik di bidang pendidikan, kesehatan dan perijinan dalam meningkatkan kinerja pembangunan ekonomi di Provinsi Papua. Penelitian ini dilakukan di Kota Jayapura dan Kabupaten Jayapura. Pengambilan sample responden dilakukan menggunakan metode quota dan purposive sampling sebanyak 150 responden dengan sasaran penelitian penerima manfaat jasa publik. Selain itu, dilakukan wawancara mendalam terhadap pengelola pelayanan publik. Analisis dilakukan dengan SEM dengan variabel utama yaitu tangible, reliability, responsiveness, assurance, dan empathy . Berdasarkan hasil penelitian, dapat diketahui bahwa tangible dan assurance tidak berpengaruh signifikan terhadap kepuasaan penerima manfaat dan kinerja pembangunan. Untuk kinerja pembangunan yang optimal, aspek tangible dan assurance perlu ditingkatkan dengan memperhatikan rational choice dan public policy . Upaya peningkatan pelayanan publik melalui pelayanan prima dapat diimplementasikan dalam kebijakan yang dikeluarkan oleh pemerintah. Dari sisi tangible , faktor peralatan dan teknologi ditingkatkan melalui penerapan sistem pelayanan terpadu satu atap untuk efektifitas dan efisiensi pelayanan publik; dan inovasi pelayanan kepada masyarakat misalnya dengan pelayanan online yang lebih cepat dan aman. Sedangkan sisi assurance , dapat dilakukan peningkatan gaji atau pemberian insentif bagi pegawai yang memberikan pelayanan prima kepada penerima manfaat dan penerapan sistem penilaian mutu kinerja dengan cara penyusunan Standar Pelayanan Minimal (SPM) dan Standar Operasional Prosedur (SOP).
English Abstract
Public services in Papua Province have not been optimal. It is shown by inequality education services, unappropriate health facility, and uneffective licence services. This research`s problem is uneffective public services which impact on low level of public satisfaction as a beneficiary and become an obstacle for development performance. The aim of this research is to understand the influence of public services in education, health and licence services; the influence of public satisfastion on the economic development performance; the influence of public services on economic development performance; and arranging public services policy synthesis that can make education, health, and licence services more effective, in order to improve the economic development performance in Papua Province. This research is conducted in Jayapura Municipality and Jayapura Regency. The data collection is done by using quotes and purposive sampling method. The target of this research is 150 respondents from the public services beneficiaries. Moreover, in-depth interview is also done to the public services management in the city and regency. The data analysis is done with Structural Equation Modelling with tangible, reliability, responsiveness, assurance, and empathy as the main variables. Based on the research result, it is known that tangible and assuranse does not significantly affect the beneficiaries satisfaction and the development performance. To obtain the optimum development performance, the tangible and assurance aspect is needed to be increased by observing rational choice and public policy. The efforts in public services improvement through excellent service, can be implemented in the local government policy. From tangible aspect, equipment and technological factors are needed to be improved through the implementation of integrated (one roof) services which make the public services more effective and efficient; and the implementation of public services innovations such as online services system that more secure and faster. While, from assurance aspect, the policy can be directed to increase salary or giving incentives for the employees who provide excellent services to beneficiaries and assessing the quality of services performance with Minimum Services Standard and Operational Procedure Standard arrangement.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DES/352.63/BUI/a/061302628 |
| Subjects: | 300 Social sciences > 352 General considerations of public administration > 352.6 Personnel management (Human resource management) |
| Divisions: | S2/S3 > Doktor Ilmu Ekonomi, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 25 Jul 2013 11:06 |
| Last Modified: | 25 Jul 2013 11:06 |
| URI: | http://repository.ub.ac.id/id/eprint/160960 |
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