Nugraha, Ardhia (2017) Upaya Pemerintah Daerah Dalam Meningkatkan Kualitas Pelayanan E-Ktp (Studi Pada Dinas Kependudukan Dan Catatan Sipil Kota Batu). Sarjana thesis, Universitas Brawijaya.
Abstract
Kebijakan otonomi daerah mempunyai tujuan agar pemerintah daerah dapat menjalankan pemerintahan secara mandiri dan efektif. Salah satu tugas pemerintah daerah ialah memberikan pelayanan publik yang berkualitas kepada masyarakat. Hal tersebut merupakan konsekuensi dari pelaksanaan kebijakan otonomi daerah. Pelayanan publik yang berkualitas secara tidak langsung akan mendukung keberhasilan pelaksanaan otonomi daerah pada masing-masing kabupaten atau kota. Urusan bidang administrasi kependudukan menjadi tugas penting yang harus dilaksanakan oleh pemerintah daerah secara baik demi mewujudkan komitmen reformasi birokrasi pada lingkup pemerintahan. Kota Batu sebagai salah satu daerah otonom di Indonesia mengalami perkembangan yang pesat tiap waktu, terutama dalam hal perdagangan dan pariwisata. Dampak dari perkembangan ini ialah kebutuhan masyarakat dalam pelayanan publik semakin meningkat. Kebijakan penggunaan KTP elektronik (KTP-el atau e-KTP) sebagai pengganti KTP konvensional harus dijalankan secara baik. Dinas Kependudukan dan Catatan Sipil (Dispendukcapil) Kota Batu sebagai institusi pelaksana pelayanan administrasi kependudukan di wilayah Kota Batu dituntut dapat melakukan pelayanan secara berkualitas dalam pengurusan e-KTP. Penelitian ini adalah suatu penelitian berjenis deskriptif dengan pendekatan kualitatif dan dibatasi oleh dua fokus penelitian, yaitu (1) upaya peningkatan kualitas pelayanan e-KTP di Dispendukcapil Kota Batu, dan (2) faktor pendukung pelayanan e- KTP. Analisis data yang digunakan adalah analisis data Model Interaktif Miles, Huberman, dan Saldana dengan tahapan pengumpulan data, kondensasi data, penyajian data, serta penarikan kesimpulan dan verifikasi. Hasil penelitian menunjukkan, bahwa upaya peningkatan kualitas pelayanan e-KTP dapat dilihat dari tiga aspek, yaitu (1) standar pelayanan; (2) SDM pelaksana pelayanan; dan (3) ketersediaan sarana dan prasarana pelayanan. Aspek standar pelayanan dinilai dari kualitas prosedur, waktu, dan biaya pelayanan. Aspek SDM pelaksana pelayanan dinilai dari kualitas pemahaman terhadap prosedur, keterampilan, dan sikap dalam melayani. Aspek ketersediaan sarana dan prasarana pelayanan dinilai dari kualitas alat dan fasilitas yang tersedia. Faktor pendukung pelayanan terdiri daritiga hal, yaitu (1) komitmen organisasi, (2) kebijakan pemerintah daerah, dan (3) sikap masyarakat. Faktor penghambat pelayanan terdiri dari dua hal, yaitu (1) ketersediaan material, dan (2) akses server pelayanan.
English Abstract
The policy of regional autonomy has the goal that local governments can run the government independently and effectively. One of the duties of local government is to provide quality public services. This is a consequence of the implementation of regional autonomy policy. Quality public services indirectly will support the successful implementation of regional autonomy in each district or city. The affairs of population administration field become an important task that must be implemented by local government in order to realize the commitment of bureaucratic reform in the government. Batu City as one of the autonomous region in Indonesia is experiencing rapid growth every time, especially in trade and tourism. The impact of this development is the need of society in public service is increasing. The policy of using electronic citizen identity card as a substitute for conventional citizen identity card must be run well. Department of Population and Civil Registry as an administrative institution of population administration services in Batu City region is required to perform quality service to the public in the service of electronic citizen identity card. This research is a descriptive research with qualitative approach and limited by two research focus, that is (1) the effort to improve the quality of electronic citizen identity card in Department of Population and Civil Registry of Batu City, and (2) the supporting factors electronic citizen identity card services. Data analysis used Interactive Model of Miles, Huberman, and Saldana with step; data collection, data condensation, data presentation, and drawing conclusion and verification. The results showed that the effort to improve the quality of electronic citizen identity card services can be seen from three aspects, these are (1) service standard; (2) human resources of service; and (3) availability of facilities and services infrastructure. Aspect of service standards are viewed by the quality of procedures, time, and cost of services. Aspect of human resources is viewed by the quality of understanding of procedures, skill, and attitude in service. Aspect of the facilities and service infrastructure are viewed from the quality of equipment and facilities are available. Supporting factors of service consist of three things, these are (1) organizational commitment, (2) local government policy, and (3) attitude of society. Inhibiting factors of service consist of two things; (1) availability of material, and (2) access server service.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2017/1001/051710443 |
| Uncontrolled Keywords: | Pelayanan Publik, Kualitas Pelayanan, e-KTP |
| Subjects: | 300 Social sciences > 352 General considerations of public administration > 352.1 Jurisdictional levels of administration > 352.14 Local Administration |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | Kustati |
| Date Deposited: | 09 Nov 2017 07:13 |
| Last Modified: | 07 Dec 2021 07:00 |
| URI: | http://repository.ub.ac.id/id/eprint/5205 |
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