Triastuti, Resa (2017) Implementasi Kebijakan Pelayanan Administrasi Terpadu Kecamatan (Paten) Dalam Meningkatkan Kualitas Pelayanan Publik (Studi Pada Pelayanan Perizinan Di Kecamatan Singosari). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilakukan atas dasar adanya permasalahan mengenai pelaksanaan kebijakan Pelayanan Administrasi Terpadu Kecamatan (PATEN) di Kecamatan Singosari. Permasalahan tersebut yakni kurangnya komunikasi yang dilakukan Kecamatan Singosari kepada masyarakat diwilayahnya. Sehingga masih terdapat masyarakat yang tidak mengetahui mengenai kebijakan PATEN. Metode yang digunakan adalah penelitian kualitatif dengan pendekatan deskriptif. Penelitian ini difokuskan pada tiga hal: pertama, implementasi kebijakan PATEN dengan menggunakan empat isu pokok kebijakan efektif meliputi komunikasi, sumberdaya, disposisi, dan struktur birokrasi. Kedua, dampak implementasi kebijakan PATEN dalam meningkatkan kualitas pelayanan publik menggunakan lima indikator kualitas pelayanan meliputi tangibles, reliability, responsiviness, assurance dan empathy. Ketiga, faktor pendukung dan penghambat. Teknik analisis data menggunakan teknik analisis model milles, huberman dan saldana. Hasil penelitian ini menunjukan bahwa implementasi kebijakan PATEN memang kurang maksimal. Dikarenakan masih terdapat masalah mengenai komunikasi antara pihak kecamatan dengan masyarakat. Komunikasi yang berjalan hanya sebatas penginformasian secara langsung kepada masyarakat yang berada diruangan PATEN serta menggunakan media yang dipasang diruangan PATEN. Hal tersebut mengakibatkan komunikasi yang terjalin tidak menyeluruh. Kemudian mengenai dampak implementasi kebijakan PATEN dalam meningkatkan kualitas pelayanan publik di Kecamatan Singosari dapat dikatakan cukup baik, karena untuk kualitas pelayanan yang diberikan oleh petugas diruangan sudah sesuai dengan syarat penyelengaraan PATEN, serta terdapat keinginan dari petugas untuk memberikan pelayanan dengan cukup baik. Hanya saja, masih terdapat kendala pada sistem komputer dan jaringan internet yang terkadang mengalami kerusakan secara teknis. Saran penelitian ini adalah optimalisasi sosialisasi kebijakan PATEN kepada masyarakat, peningkatan kapasitas sumberdaya aparatur, peningkatan saranan dan prasaranan khususnya pada komputer dan jaringan internet, serta ada baiknya disediakan mobil pelayanan untuk menjangkau masyarakat yang tinggal jauh dari kantor Kecamatan Singosari.
English Abstract
This research was conducted on the basis of concerns regarding the implementation of policy of Pelayanan Administrasi Terpadu Kecamatan (PATEN) in Singosari District. The problem was lacking of communication conducted by Singosari District to the community in its territory. So there were still people who did not know about the PATEN policy. The method used was qualitative research with descriptive approach. This research focused on three things: first, the implementation of PATEN policy by using four key issues of effective policy including communication, resources, disposition, and bureaucratic structure. Second, the impact of implementation of PATEN policy in improving the quality of public services using five indicators of service quality including tangibles, reliability, responsiveness, assurance and empathy. Third, the supporting and inhibiting factors. Data analysis techniques were using models of Milles, Huberman and Saldana. The results of this study indicated that the implementation of PATEN policy was less maximum. Because there were still problems about the communication between the district and the community. Communication only went to the extent of direct informing to the people who were in the PATEN room as well as using the the media mounted in the PATEN room. This resulted in the incomplete communication. Then on the impact of implementation of PATEN policy in improving the quality of public services in Singosari District could be said to be quite good, due to the quality of services provided by the officers in the room were already in accordance with the terms of PATEN arrangement, and there was desire from the officers to serve well. However, there were still constraints in the computer systems and Internet networks which sometimes experienced technical errors. Suggestions of this study were optimization of the PATEN policy to the public, increasing the capacity of human resources, improvement of facilities and infrastructure, especially on the computers and Internet network, and it would be better to provide several service cars to reach the remote communities from the office of Singosari District.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2017/1114/051712133 |
| Uncontrolled Keywords: | Implementasi, Pelayanan Administrasi Terpadu Kecamatan (PATEN), Kualitas Pelayanan Publik. |
| 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: | Budi Wahyono Wahyono |
| Date Deposited: | 06 Dec 2017 00:42 |
| Last Modified: | 17 Mar 2022 03:35 |
| URI: | http://repository.ub.ac.id/id/eprint/6468 |
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BAGIAN DEPAN.pdf Download (430kB) | Preview |
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2. BAB I.pdf Download (32kB) | Preview |
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3. BAB II.pdf Download (403kB) | Preview |
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4. BAB III.pdf Download (308kB) | Preview |
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5. BAB IV.pdf Download (2MB) | Preview |
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6. BAB V.pdf Download (100kB) | Preview |
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7. DAFTAR PUSTAKA.pdf Download (18kB) | Preview |
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