Capacity Building Sebagai Upaya Perwujudan Kualitas Pelayanan Prima (Studi Pada Kantor Pelayanan Kekayaan Negara Dan Lelang (KPKNL) Surabaya)

Malissa, Indah Riski (2017) Capacity Building Sebagai Upaya Perwujudan Kualitas Pelayanan Prima (Studi Pada Kantor Pelayanan Kekayaan Negara Dan Lelang (KPKNL) Surabaya). Sarjana thesis, Universitas Brawijaya.

Abstract

Pelayanan prima adalah bagian terpenting di sektor publik. Berkenaan dengan hal tersebut, pertanyaannya adalah bagaimana upaya meningkatkan kemampuan sumber daya manusia (SDM) agar dapat menumbuhkan dedikasi dan memberikan pelayanan prima kepada stakeholder, sehingga diharapkan mampu mempertahankan loyalitas atau kepercayaan stakeholder. Berkaitan dengan pertanyaan penelitian, dilakukan penelitian di Kantor Pelayanan Kekayaan Negara dan Lelang (KPKNL) Surabaya. KPKNL Surabaya merupakan salah satu unit operasional yang bertanggung jawab untuk menyediakan layanan di Lingkungan Direktorat Jenderal Kekayaan Negara (DJKN) Surabaya dan bagian dari instansi pemerintah dalam menyelenggarakan pelayanan publik dibidang Kekayaan Negara, Penilaian, Piutang Negara, dan Lelang dalam menyelenggarakan pelayanan publik. Penelitian yang digunakan dalam penelitian ini adalah jenis penelitian deskriptif dan dibatasi pada dua fokus penelitian, yaitu (1) strategi capacity building yang dilakukan Kantor Pelayanan Kekayaan Negara dan Lelang Surabaya dalam rangka mewujudkan kualitas pelayanan prima yang dilihat dari pengembangan SDM, budaya organisasi, dan manajemen kinerja; (2) faktor-faktor yang mempengaruhi capacity building pada Kantor Pelayanan Kekayaan Negara dan Lelang Surabaya dalam rangka mewujudkan kualitas pelayanan prima yang dilihat dari faktor pendukung dan penghambat. Sedangkan analisa data yang digunakan adalah analisa deskriptif. Melalui tahapan pengumpulan data, kondensasi data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa KPKNL Surabaya telah memiliki strategi-strategi capacity building yang akan diterapkan agar dapat meningkat kualitas pelayanan prima kepada stakeholder. Strategi dalam peningkatan kualitas SDM oleh KPKNL Surabaya yaitu pengembangan pegawai melalui pendidikan dan pelatihan (diklat). Selain itu KPKNL Surabaya memiliki faktor-faktor yang mempengaruhi dalam pelaksanaan capacity building. Dalam hal membangun budaya organisasi di KPKNL Surabaya, sangat penting untuk menjaga kondisi kerja yang kondusif. Hal ini dapat dilakukan melalui penciptaan suatu organisasi pembelajaran. Dalam meningkatan efektivitas dan efisiensi pelaksanaan tugas di bidang keuangan dan kekayaan negara, sistem manajemen kinerja KPKNL Surabaya perlu untuk diperkuat agar lebih fokus pada outcome/output. Sehingga diperlukan peningkatan disiplin dan manajemen SDM yang bertujuan untuk terus membangun nilai-nilai Kementerian Keuangan (integritas, sinergi, pelayanan, kesempurnaan) yang pada akhirnya akan berpengaruh pada peningkatan kerja, mewujudkan kualitas pelayanan prima dan kepercayaan publik.

English Abstract

Excellent service is an important part of the public sector. With regard to this, the question is how efforts to improve the ability of human resources development (HRD) in order to grow the dedication and provide excellent service to stakeholders, so it is expected to maintain loyalty or stakeholder trust. In connection with the research questions, do research in Service Office of State Asset and Auction (KPKNL) Surabaya is one of the operational unit responsible for providing the services within the Directorate General of State Assets Management (DJKN) Surabaya and part of government agencies in organizing public services in the field of State Assets, Valuation, State Receivables, and Auctions in organizing the public service. The kind of research which used in this is a descriptive research type and is limited to two research focus, such as (1) capacity building strategy which is do by Service Office of State Asset and Auction Surabaya in order to realize the quality of excellent service seen from the human resources development, organizational culture, and performance management; (2) factors that affect of capacity building at the Service Office of State Asset and Auction in order to realize the quality of excellent service seen from supporting and inhibiting factors. Whereas the data analysis used is the Descriptive kind. Through the stages of data collection, data reduction, data serving and conclusion. The results showed that KPKNL Surabaya had the capacity building strategies that will be implemented in order to increase the quality of excellent service to stakeholders. Strategy in improving the quality of human resources development by KPKNL Surabaya is the development of employees through education and training (training). In addition KPKNL Surabaya have factors that affect the implementation of capacity building. In building the organizational culture in KPKNL Surabaya, it is very important to maintain conducive working conditions. This can be done through the creation of a learning organization. In improving the effectiveness and efficiency implementation of the tasks in the section finance and state asset, KPKNL Surabaya’s performance management system needs to be strengthened to focus more on outcome / output. Therefore, it is necessary to improve the discipline and human resource management which a goal on continue to build the values of the Ministry of Finance (Integrity, synergy, service, perfection) Which will ultimately have an effect the improvement of work, realize the quality of excellent service and public trust.

Item Type:	Thesis (Sarjana)
Identification Number:	SKR/FIA/2017/1019/051710461
Uncontrolled Keywords:	Capacity Building, Kualitas Pelayanan Prima, KPKNL Surabaya
Subjects:	300 Social sciences > 352 General considerations of public administration > 352.6 Personnel management (Human resource management) > 352.66 Utilization and training > 352.669 Training
Divisions:	Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara
Depositing User:	Kustati
Date Deposited:	10 Nov 2017 02:15
Last Modified:	07 Nov 2020 06:53
URI:	http://repository.ub.ac.id/id/eprint/5251

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