Rosyidin, Aziz Fatkhur (2019) Analisis Kualitas Pelayanan Publik (Studi Tentang Pelayanan Pembuatan E-Ktp Di Kecamatan Lamongan Kabupaten Lamongan 2017). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini memaparkan kualitas pelayanan publik di bidang e-KTP yang berada di Kecamatan Lamongan Kabupaten Lamongan, tujuan penelitian ini untuk mengetahui kualitas pelayanan e-KTP di Kecamatan Lamongan Kabupaten Lamongan, alasan mengapa saya membahas pelayanan publik e-KTP dikarenakan pelayanan publik salah satu pelayanan yang berhubungan langsung dengan masyarakat jadi perlu di benahi sehingga memberikan kepuasan kepada masyarakat agar dinilai baik oleh masyarakat dan menjadikan kecamatan semakin maju, dan juga faktor apa yang mendorong dan menghambat kualitas pelayanan Publik, penelitian ini mengunakan pisau analisis pelayanan Publik Fandi Ciptono dengan 5 indikator yakni realibility, daya tanggap, jaminan, empati, bukti fisik. Penelitian ini mengunakan metode dekriptif kualitatif dengan lokasi penelitian di Kecamatan Lamongan Kabupaten Lamongan. Teknik pengumpulan data melalui observasi, wawancara dan dokumentasi. Sumber data melalui data primer dan data skunder dan teknik analisis data mengunakan model analisis data Miles dan Huberman. Dari hasil penelitian kualitas pelayanan publik e-KTP di Kecamatan Lamongan Kabupaten Lamongan menunjukan berkualitas dikarenakan 4 dimensi kualitas pelayanan Publik sudah terpenuhi, hanya 1 yang belum terpenuhi yakni dimensi empati ( mendahulukan kepentingan masyarakat), dan terdapat faktor pendorong dan penghambat kulitas e-KTP, faktor pendorong yang menjadikan e-KTP berkualitas yakni adanya apel pagi setiap hari yang bertujuan pegawai atasan memberikan arahan kepada pegawai bawahan salah satu arahan itu yakni agar selalu meningkatkan kualitas pelayanan publik dan faktor penghambat pelayanan publik itu yakni terjadinya jaringan trobel antara Kecamatan dan Disdukcapil serta tidak berfungsinya Kecamatan sebagai pembuatan e-KTP serta kurang empati pegawai kecamatan kepada masyarakat yakni dalam variabel mendahulukan kepentingan masyarakat.
English Abstract
This study elaborates on the quality of public services in the field of e-KTP that is located in district of Lamongan Regency Lamongan, the purpose of this research is to know the quality of service the e-KTP in district of Lamongan Regency Lamongan and also what factors encourage and inhibit the quality of public services, my reason why i discuss e-KTP public service is bicause publik service in one of the service that deal directyl whit comunity need to be andressed so as to give satisfaction on the comunity so that they are valued well be the comunity and make the sub-district progress. This research using a knife with a the quality of public services 5 Fandi Ciptono analysis indicators i.e. realibility, responsiveness, assurance, empathy, physical evidence. This research using qualitative methods of research with the location of dekriptif in district of Lamongan Regency Lamongan. the technique of collecting data through observation, interviews and documentation. the data source through the primary data and the data of skunder, data analysis techniques using model data analysis Miles and Huberman. From the results of the research quality of the public service e-KTP in district of Lamongan Regency Lamongan showed quality because 4 dimensions of Public service quality have been fulfilled, only 1 that has not been fulfilled that is empathy dimension (putting importance of society), and there is the driving factor and a barrier to quality of the e-KTP, the driving factor that makes the e-KTP quality i.e. the existence of Apple in the morning every day that give direction to the Clerk one direction it i.e., to always improve the quality of public services and a barrier to it i.e. the occurrence of network trobel between districts and Disdukcapil as well as the functioning of the Sub as the creation of e-KTP.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FISIP/2019/350/051903023 |
| Uncontrolled Keywords: | e-KTP, kualitas pelayanan publik, faktor pendorong dan faktor penghambat. the e-KTP, quality of public services, factors encourage and factors inhibit. |
| Subjects: | 300 Social sciences > 352 General considerations of public administration > 352.6 Personnel management (Human resource management) > 352.63 Civil service system |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Pemerintahan |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 19 Jul 2020 00:17 |
| Last Modified: | 19 Jul 2020 00:17 |
| URI: | http://repository.ub.ac.id/id/eprint/169979 |
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