: Fahira, Karen and Dr. Irwan Noor, MA and Drs. Abdul Wachid, M.AP (2021) Kualitas Pelayanan Perekaman Kartu Tanda Penduduk (E-KTP) (Studi Pada Kantor Kelurahan Pondok Labu DKI Jakarta). Sarjana thesis, Universitas Brawijaya.
Abstract
Karen Fahira, 2021, Kualitas Pelayanan Perekaman Kartu Tanda Penduduk (e-KTP) (Studi pada Kantor Kelurahan Pondok Labu DKI Jakarta), Ketua Komisi Pembimbing : Dr. Irwan Noor, MA., Anggota Komisi Pembimbing : Drs. Abdul Wachid, M.AP. Halaman: 157 hlm + xv Pelayanan merupakan tugas utama dari sosok aparatur sebagai abdi negara dan abdi masyarakat. pelayanan yang berkualitas adalah kondisi dimana layanan yang diberikan sudah sesuai dengan yang diharapkan oleh pengguna layanan atau masyarakat. Namun, Laporan Ombudsman RI memaparkan bahwa pengaduan masyarakat terkait maladministrasi dalam pelayanan publik tiap tahunnya mengalami peningkatan. Hasil Survei Kepuasan Kinerja Pemerintah Provinsi DKI Jakarta 2019 menunjukkan bahwa memerlukan waktu yang cukup lama untuk menyelesaikan layanan khususnya di kelurahan. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif yang bersitus di Kantor Kelurahan Pondok Labu DKI Jakarta. Sumber data yang digunakan adalah sumber data primer dan sekunder. Teknik pengumpulan data yang digunakan melalui observasi, wawancara, dan dokumentasi. Instrument penelitian nya yaitu peneliti sendiri dan beberapa alat penunjung seperti pedoman wawancara dan handphone. Data yang telah terkumpul dianalisa menggunakan model analisis interaktif Miles, Huberman, dan Saldana kemudian disimpulkan. Hasil analisis data menunjukkan bahwaKualitas Pelayanan Perekaman Kartu Tanda Penduduk (e-KTP) di Kantor Kelurahan Pondok Labu telah berjalan dengan baik, namun belum berjalan secara maksimal. Hal ini dapat dilihat dari ditemukannya gap antara teori faktor yang mempengaruhi kualitas pelayanan kepada pelanggan dengan faktor yang mempengaruhi kualitas pelayanan yaitu pada bagian suasana kerja dan lingkungan fisik tempat kerja.Kualitas Pelayanan Perekaman Kartu Tanda Penduduk (e-KTP) dapat dikatakan berkualitas berdasarkan keempat dimensi, diantaranya adalah Bukti langsung (Tangibles), Keandalan (Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance), Empati (Emphaty). Dalam membentukKualitas Pelayanan Perekaman Kartu Tanda Penduduk (e-KTP) terdapat faktor pendukung dan faktor penghambat yang berasal dari Motivasi kerja karyawan, Sistem kerja dan sistem pelayanan, Suasana kerja di instansi, Lingkungan fisik tempat kerja, Perlengkapan dan fasilitas Prosedur kerja
English Abstract
Service is the main task of the figure of the apparatus as a servant of the state and a servant of the community. Quality service is a condition in which the services provided are in accordance with what is expected by users or the community. However, the Indonesian Ombudsman Report explained that public complaints related to maladministration in public services have increased every year. The results of the 2019 DKI Jakarta Provincial Government Performance Satisfaction Survey show that it takes quite a long time to complete services, especially in urban villages. This research uses descriptive research with a qualitative approach which is located at the Pondok Labu Urban Village Office, DKI Jakarta. The data sources used are primary and secondary data sources. The data technique used is through observation, interviews, and documentation. The research instrument is the researcher himself and several visiting tools such as new interviews and cell phones. The data that has been collected were analyzed using the interactive analysis model of Miles, Huberman, and Saldana, then followed. The results of the data analysis show that the quality of public services in Recording Identity Cards (e-KTP) at the Pondok Labu Village Office has been running well, but has not run optimally. This can be seen from the discovery of gaps between the theory of factors that affect the quality of service to customers and the factors that affect service quality, namely in the work atmosphere and the physical environment of the workplace. Quality of Public Services in Recording Identity Cards (e-KTP) can be said to be of quality based on four dimensions, including direct evidence (Tangibles), (reliability), responsiveness (responsiveness), assurance (assurance), empathy (Emphaty). In establishing the Quality of Public Services in Recording Identity Cards (e-KTP), there are supporting factors and inhibiting factors that come from employee work motivation, work systems and service systems, work atmosphere in the company, the physical environment of the workplace, equipment and facilities work procedures.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0521030114 |
| Uncontrolled Keywords: | Kualitas, Pelayanan, E-KTP, Kelurahan Pondok Labu, 2021., Quality, Service, E-KTP, Pondok Labu Village, 2021 |
| Subjects: | 300 Social sciences > 351 Public administration |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | Unnamed user with username nova |
| Date Deposited: | 03 Feb 2022 04:44 |
| Last Modified: | 07 Feb 2022 06:28 |
| URI: | http://repository.ub.ac.id/id/eprint/189258 |
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