Safitri, May Dayanti Ria (2018) Pengukuran Kinerja Layanan Dinas Sosial Kota Batu (Studi Terhadap Hasil Survey Kepuasan Masyarakat). Sarjana thesis, Universitas Brawijaya.
Abstract
Pelayanan pemerintah saat ini dinilai masih kurang kualitasnya dari yang diharapkan masyarakat. Meskipun sudah berjalan dengan semestinya penyelenggaraan pelayanan publik yang dilakukan oleh pemerintah itu masih dihadapkan pada sistem pemerintahan yang belum efektif dan efisien serta kualitas sumber daya manusia aparatur yang belum memadai. Metode penelitian yang digunakan adalah pnelitian deskriptif dengan pendekatan kualitatif. Fokus penelitian meliputi: 1) Pengukuran Kinerja Layanan yang meliputi: a)Produktivitas, b)Kualitas Layanan, c)Responsivitas, d)Responsibilitas, dan e)Akuntabilitas. Teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Analisis data yang digunakan yaitu analisis data model interaktif dari Miles dan Huberman. Berdasarkan observasi dan pengolahan data menunjukan bahwa Pengukuran Kinerja Layanan Dinas Sosial Kota Batu Studi terhadap Hasil Survey Kepuasan Masyarakat yaitu meliputi pengukuran kinerja layanan bahwa secara umum Dinas Sosial Kota Batu telah melakukan Pengukuran Kinerja Layanan Dinas Sosial Kota Batu melalui tinjauan dari segi produktivitas, kualitas layanan, responsivitas, responsibilitas dan akuntabilitas. Produktivitas belum dikategorikan baik, walaupun produk pelayanan yang dihasilkan sudah sesuai dengan program namun dari segi kuantitas masih belum maksimal bila dibandingkan dengan potensi yang ada sebab terdapat kendala terhadap jauhnya jarak layanan dengan masyarakat. Kualitas Layanan sudah dapat dikategorikan baik karena dari kriteria mudah, murah, cepat, akurat,menunjukan hasil yang memuaskan. Responsivitas sudah dikatakan baik, karena organisasi sudah mampu peka untuk mengenali kebutuhan masyarakat, menyusun agenda dan prioritas pelayanan. Responsibilitas sudah dikatakan baik dalam melaksanakan pencapaian kinerja karena pelaksanaan kegiatan pelayanan sudah sesuai dengan peraturan perundang-undangan. Akuntabilitas belum dikatakan baik karena meskipun para petugas pelayanan Dinas Sosial dalam memberikan layanan sudah menerapkan standar sesuai dengan peraturan dan keputusan yang ditetapkan. Faktor pendukung adalah motivasi yang diberikan oleh Kepala Dinas dan juga melalui pendidikan dan pelatihan kepada pegawai. Faktor penghambat adalah keterbatasan ruang rehabilitasi bagi penyandang masalah kesejahteraan sosial dan kurangnya koordinasi antar dinas. Saran dari penulis yaitu: 1) Diperlukan penambahan pegawai negeri sipil yang berkompeten sesuai dengan bidang, 2) Dilakukan pola rekruitmen yang jelas dasar hukum dan tata cara yang berkenaan dengan pengangkatan Pegawai Tidak tetap/ honorer, 3) Peningkatan terkait dengan fisik bangunan, 4) Dinas Sosial Kota viii Batu harus memiliki alur atau bagan Prosedur Pelayanan yang menjadi sumber informasi mengenai persyaratan, 5) Perlu adanya koordinasi antar dinas yang saling terkait satu sama lain untuk memberikan pelayanan bagi masyarakat sekaligus perlindungan terhadap pegawai.
English Abstract
Government services are currently considered to be of less quality than expected by the community. Although it has been running properly the implementation of public services carried out by the government is still faced with a system of governance that is not yet effective and efficient and the quality of human resources of the apparatus is inadequate. The research method used is descriptive qualitative approach pnelitian. Research focus includes: 1) performance measurement services that include: a) the productivity of the service quality, b), c) Responsiveness, d) corporate responsibility, and e) accountability. The technique of data collection through interview, observation, and documentation. The analysis of the data used, namely interactive model of data analysis Miles and Huberman. Based on observation and data processing showed that the Department of Social Services performance measurement stone town study of Community Satisfaction Survey Results i.e. include performance measurement service that in general the social agency of stone town has been doing The measurement of service performance through stone town's Social Service review in terms of productivity, quality of service, responsiveness, accountability and corporate responsibility. Productivity has not been categorized well, although the resulting service product is in compliance with the program but in terms of quantity are still not optimally when compared with the existing potential as there a constraint against away service with the community. Quality of service can already be categorised either because of criteria is easy, cheap, fast, accurate, showed satisfactory results. Responsiveness is already said to be good, because organizations are already able to finely tuned to recognize community needs, drawing up the agenda and the priorities of the Ministry. Corporate responsibility is already said to be well in carrying out the achievement of performance since the implementation of the activities of the service is in compliance with the legislation. Accountability have not said good because even though the officers of the Ministry of Social Service in providing the service is already implementing standards in accordance with the regulations and decisions are set. The supporting factor is the motivation provided by the head of Department and also through education and training to employees. Factors restricting the space limitations of rehabilitation is for the disabled, social welfare problems and lack of service coordination. The advice of the author, namely: 1) Required the addition of a competent civil servants in accordance with the field, 2) Conducted recruitment patterns are clear legal basis and procedures relating to recruitment are not honorary, fixed/3) ix Increased associated with the physical building, 4) the social service of the stone town must have a flow chart of the Procedure or service, be a source of information regarding requirements, 5) the need for coordination of Department are intertwined with one another to provide services for the community at the same time the protection of employees.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2018/1095/051900871 |
| Uncontrolled Keywords: | Pengukuran, Kinerja, Layanan-Measurement, Performance, Service |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 01 Aug 2019 01:54 |
| Last Modified: | 25 Oct 2021 03:54 |
| URI: | http://repository.ub.ac.id/id/eprint/165571 |
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