KUALITAS PELAYANAN PUBLIK DI KANTOR KECAMATAN KERTAK HANYAR KABUPATEN BANJAR
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Institusion
Universitas Islam Kalimantan M A B Banjarmasin
Author
hendriani, hendriani
Subject
H Social Sciences (General)
Datestamp
2022-02-16 04:07:24
Abstract :
Tujuan penelitian adalah untuk mengetahui (1) kualitas pelayanan publik di Kantor Kecamatan Kertak Hanyar Kabupaten Banjar, (2) Faktor pendukung dan penghambat pelayanan di Kantor Kecamatan Kertak Hanyar Kabupaten Banjar. Metode penelitian ini adalah penelitian deskriptif dengan pendekatan kualitatif. Dengan jenis penelitian Purposive sampling. Data dikumpulkan dengan observasi, dokumentasi dan wawancara kepada Kepala Bagian Umum, pegawai pelayanan Kantor Kecamatan Kertak Hanyar dan masyarakat pengguna layanan sebagai informan. Analisis data dalam penelitian ini menggunakan tiga komponen yang terdiri dari reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian ini menunjukan bahwa (1) Kualitas pelayanan publik di Kantor Kecamatan Kertak Hanyar Kabupaten Banjar sudah diterapkan dimensi Tangibel, Realiability, Responsiviness, Assurance dan Emphaty beserta indikatornya. Namun ada beberapa indikator yang belum berjalan sesuai dengan keinginan masyarakat, antara lain ketidaknyamanan tempat pelayanan termasuk sarana dan prasarana yang belum lengkap, belum ahlinya pegawai dalam menggunakan alat bantu pelayanan, dan ketidak ramahan pegawai dalam proses pelayanan. (2) Faktor penghambat pelaksanaan pelayanan publik di Kantor Kecamatan Kertak Hanyar Kabupaten Banjar adalah masih kurangnya sarana prasarana. Faktor pendukung lain adalah adanya fasilitas berupa alat bantu untuk memudahkan proses pelayanan. This research method is descriptive research with qualitative approach. With this type of research Purposive sampling. The data were collected by observation, documentation and interviews to the Head of General Affairs Department, employees of the Kertak Hanyar District Office and the service users as informants. Data analysis in this study using three components consisting of data reduction, data presentation, and conclusion. The results of this study show that (1) the quality of public services in the District Office Kertak Hanyar Banjar Regency has applied dimensions Tangible, Realiability, Responsiveness, Assurance and Emphaty and its indicators. But there are some indicators that have not run in accordance with the wishes of the community, including the inconvenience of service places including facilities and infrastructure that have not been complete, not the experts in using the tool aid service, and the lack of employee in the service process. (2) The inhibiting factor of the implementation of public services in the Kertak Hanyar District Office of Banjar Regency is the lack of infrastructure. While the supporting factor is the spirit given by employees to each other, held a coordination meeting or some sort of evaluation every three months then gives the cultivation of awareness to serve the community with sincerity and in accordance with the conscience. Another supporting factor is the existence of facilities in the form of tools to facilitate the process of service.
Tujuan penelitian adalah untuk mengetahui (1) kualitas pelayanan publik di Kantor Kecamatan Kertak Hanyar Kabupaten Banjar, (2) Faktor pendukung dan penghambat pelayanan di Kantor Kecamatan Kertak Hanyar Kabupaten Banjar. Metode penelitian ini adalah penelitian deskriptif dengan pendekatan kualitatif. Dengan jenis penelitian Purposive sampling. Data dikumpulkan dengan observasi, dokumentasi dan wawancara kepada Kepala Bagian Umum, pegawai pelayanan Kantor Kecamatan Kertak Hanyar dan masyarakat pengguna layanan sebagai informan. Analisis data dalam penelitian ini menggunakan tiga komponen yang terdiri dari reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian ini menunjukan bahwa (1) Kualitas pelayanan publik di Kantor Kecamatan Kertak Hanyar Kabupaten Banjar sudah diterapkan dimensi Tangibel, Realiability, Responsiviness, Assurance dan Emphaty beserta indikatornya. Namun ada beberapa indikator yang belum berjalan sesuai dengan keinginan masyarakat, antara lain ketidaknyamanan tempat pelayanan termasuk sarana dan prasarana yang belum lengkap, belum ahlinya pegawai dalam menggunakan alat bantu pelayanan, dan ketidak ramahan pegawai dalam proses pelayanan. (2) Faktor penghambat pelaksanaan pelayanan publik di Kantor Kecamatan Kertak Hanyar Kabupaten Banjar adalah masih kurangnya sarana prasarana. Faktor pendukung lain adalah adanya fasilitas berupa alat bantu untuk memudahkan proses pelayanan. This research method is descriptive research with qualitative approach. With this type of research Purposive sampling. The data were collected by observation, documentation and interviews to the Head of General Affairs Department, employees of the Kertak Hanyar District Office and the service users as informants. Data analysis in this study using three components consisting of data reduction, data presentation, and conclusion. The results of this study show that (1) the quality of public services in the District Office Kertak Hanyar Banjar Regency has applied dimensions Tangible, Realiability, Responsiveness, Assurance and Emphaty and its indicators. But there are some indicators that have not run in accordance with the wishes of the community, including the inconvenience of service places including facilities and infrastructure that have not been complete, not the experts in using the tool aid service, and the lack of employee in the service process. (2) The inhibiting factor of the implementation of public services in the Kertak Hanyar District Office of Banjar Regency is the lack of infrastructure. While the supporting factor is the spirit given by employees to each other, held a coordination meeting or some sort of evaluation every three months then gives the cultivation of awareness to serve the community with sincerity and in accordance with the conscience. Another supporting factor is the existence of facilities in the form of tools to facilitate the process of service.
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