Sahrul, Silvia (2019) Kualitas Pelayanan Terpadu Satu Pintu Di Kota Administrasi Jakarta Timur. Sarjana thesis, Universitas Brawijaya.
Abstract
Pelayanan Terpadu Satu Pintu (PTSP) merupakan bentuk pola penyelenggaraan pelayanan publik yang ditujukan untuk memberikan kemudahan kepada masyarakat dalam memperoleh pelayanan perizinan dan non perizinan. Berdasarkan Peraturan Daerah DKI Jakarta Nomor 12 Tahun 2013 tentang Pelayanan Terpadu Satu Pintu, Gubernur Provinsi Daerah Khusus Ibukota Jakarta telah membentuk Unit Pelaksana Pelayanan Terpadu Satu Pintu (PTSP) serentak diseluruh wilayah Kota Administrasi DKI Jakarta termasuk Unit Pelaksana PTSP Kota Administrasi Jakarta Timur. Melalui PTSP ini diharapkan akan terwujud pelayanan publik yang cepat, murah, mudah, transparan, pasti, terjangkau dan akuntabel, dan meningkatkan hak-hak masyarakat terhadap pelayanan publik. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif yang berlokasi di Kota Administrasi Jakarta Timur, sedangkan situsnya berada di Unit Pelaksana Pelayanan Terpadu Satu Pintu Kota Administrasi Jakarta Timur. Sumber data yang digunakan adalah sumber data primer dan sekunder. Sumber data primer diperoleh dari wawancara dari informan terkait, sedangkan sumber data sekunder diperoleh dari dokumen-dokumen yang berhubungan dengan topik penelitian. Teknik pengumpulan data yang digunakan melalui, observasi, wawancara, dan dokumentasi. Sedangkan instrumen peneltian yaitu peneliti sendiri, dan beberapa alat penenunjang seperti pedoman wawancara dan alat bantu lainnya. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan terpadu satu pintu di UP PTSP Kota Adminnistrasi Jakarta Timur dapat dilihat menggunakan teori Zeithmal dkk, yaitu dapat memenuhi indikator-indikator seperti tangibles (bukti langsung), reliability (kehandalan), responsiveness (daya tanggap), assurance (jaminan), dan Empathy (perhatian). Kualitas pelayanan terpadu satu pintu di UP PTSP Kota Administrasi Jakarta Timur sudah memenuhi indikator tersebut, namun masih terdapat kekurangan diantaranya fasilitas yang kurang dan tidak berfungsi tersebut menandakan masih kurangnya kontrol dalam bidang penyediaan sarana dan prasarana, dan penyelesaian waktu perizinan sering mengalami keterlambatan.
English Abstract
One-Stop Integrated Services (PTSP) is a form of public service delivery aimed at providing services to the public in obtaining licensing and non-licensing services. Based on DKI Jakarta Regional Regulation No. 12 of 2013 concerning One-Stop Integrated Services, the Governor of the Special Capital Region of Jakarta has formed a One Stop Integrated Service Unit (PTSP) throughout the DKI Jakarta Administrative City including PTSP of East Jakarta Administrative City Implementation Unit since the 5th January 2015. Through this PTSP, it is hoped that public services that will be fast, cheap, easy, transparent, sure, affordable and accountable will be realized, and improve people's rights to public services. This research uses a descriptive type of research with a qualitative approach located in East Jakarta Administrative City, while the site is in the East Jakarta Administrative One-Stop Service Unit. The data sources used are primary and secondary data sources. The source of primary data was obtained from interviews from related informants, while secondary data sources were obtained from documents related to the research topic. Data collection techniques used through, observation, interviews, and documentation. While the research instruments are the researchers themselves, and some supporting tools such as interview guidelines and other tools. The results of this research indicate that the quality of one-stop integrated services in UP PTSP of East Jakarta Administrative City can be seen using the theory of Zeithmal et al, which can meet indicators such as tangibles (direct evidence), reliability, responsiveness, assurance (guarantee), and empathy (attention). The quality of one-stop integrated services in UP PTSP of East Jakarta Administrative City has fulfilled these indicators, but there are still shortcomings such as lacking and non-functioning facilities indicating a lack of control in the provision of facilities and infrastructure, and completion of licensing times often experiencing delays.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2019/651/051909599 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Pelayanan Terpadu Satu Pintu, Sistem Kota Administrasi |
| Subjects: | 300 Social sciences > 352 General considerations of public administration > 352.1 Jurisdictional levels of administration |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | Endang Susworini |
| Date Deposited: | 11 Nov 2020 18:19 |
| Last Modified: | 11 Nov 2020 18:19 |
| URI: | http://repository.ub.ac.id/id/eprint/175103 |
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