SAFITRI, IKA DEWI and Agustino, Leo and Yusuf, Maulana (2018) KUALITAS PELAYANAN ONE DAY SERVICE DI PELAYANAN TERPADU SATU PINTU (PTSP) KECAMATAN PESANGGRAHAN KOTA ADMINISTRASI JAKARTA SELATAN. Lainnya thesis, Universitas Sultan Ageng Tirtayasa.
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Abstract
Ika Dewi Safitri, NIM. 6661111404 2018. Skripsi. Kualitas Pelayanan One Day Service di Pelayanan Terpadu Satu Pintu (PTSP) Kecamatan Pesanggrahan Kota Administrasi Jakarta Selatan. Program Studi Ilmu Administrasi Negara. Fakultas Ilmu Sosial dan Ilmu Politik. Universitas Sultan Ageng Tirtayasa. Dosen Pembimbing I Leo Agustino, Ph. D. Dosen Pembimbing II Maulana Yusuf S.IP, M.Si. Pelayanan publik merupakan salah satu kewajiban pemerintah untuk memenuhi hak dan kebutuhan dasar masyarakat. Pemerintah berupaya memperbaiki kualitas dan mutu pelayanan agar lebih efektif dan efisien. Pemerintah berinovasi dalam pelayanan perizinan dan non perizinan yaitu diberlakukan Pelayanan Terpadu Satu Pintu (PTSP) guna mengurangi pelayanan yang cenderung berbelit-belit. PTSP Kecamatan Pesanggrahan turut aktif dalam menyelenggarakan kebijakan pemerintah. Pada kenyataannya masih terdapat masalah yaitu jumlah komputer kurang, keterbatasan pegawai, proses perizinan melebihi standar waktu yang telah ditetapkan. Penelitian ini menggunakan teori kualitas pelayanan menurut Parasuraman et.al dalam Hardiyansyah (2011:42) five dimension of SERVQUAL: tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian ini menggunakan metode kuantitatif deskriptif. Hasil penelitian menunjukkan kualitas pelayanan one day service di PTSP Kecamatan Pesanggrahan sudah cukup baik, namun masih perlu ditingkatkan dalam indikator reliability. Nilai thitung lebih besar dibandingkan dengan nilai ttabel (11,50 > 1,664) dengan hasil pencapaian skor 7919. Tingkat kepuasan pelayanan di PTSP Kecamatan Pesanggrahan sebesar 74,65% dari hipotesis awal peneliti yakni 65%. Kesimpulannya kualitas pelayanan one day service di PTSP Kecamatan Pesanggrahan sudah cukup baik. Saran dari peneliti adalah diharapkan PTSP Kecamatan Pesanggrahan dapat menambah jumlah komputer, menambah pegawai, serta memberikan pelayanan secara akurat sesuai dengan standar waktu yang telah ditetapkan. Kata Kunci: Kualitas Pelayanan, One Day Service, Pelayanan Terpadu Satu Pintu (PTSP)
| Item Type: | Thesis (Lainnya) |
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| Additional Information: | Ika Dewi Safitri, NIM 6661111404 2018. Thesis. Service Quality of One Day Service at One-Door Integrated Service (ODIS), District Pesanggrahan, City Administration South Jakarta. Public Administration Department. The Faculty of Social and Political Science Faculty. Sultan Ageng Tirtayasa University. 1st Advisor, Leo Agustino, Ph. D. and 2nd Advisor, Maulana Yusuf S.IP, M.Si. Public service is one of goverment's duty to fulfill the rights and basic needs for its people. Goverment actively trying to improve the quality service to be more effective and efficient. Goverment innovating in both permissions and non-permissions service by applying One-Door Integrated Service (ODIS) to lessen the convoluted service. ODIS at Pesanggrahan District is being active in doing goverment's policy. In truth there are still several problems, that is the lack of computers, employees' limitations, and permissions' process that often took too long than the time standard applied. This research is using quality service theory, according to Parasuraman et al. in Hardiyansyah (2011:42) ; five dimensions of SERVQUAL: tangibles, reliability, responsiveness, assurance, and empathy. This research is using descriptive quantitative methode. This research also shows that the quality of One Day Service at ODIS Pesanggrahan District is good enough, but there is still reliability indicator that needs to be improve. T count value is bigger than T tabel value (11,50>1,664) with results reaching the score of 7919. The level of satisfaction at ODIS Pesanggrahan District is 74,65%. Meanwhile, researchers' early hypothesis is 65%. The conclusion that the quality of One Day Service at ODIS' Pesanggrahan District is good enough. Researchers hopes that ODIS Pesanggrahan District can add the numbers of computers, also add more employees and giving service more accurately according to the time standard applied. Keywords : Quality Service, One Day Service, One-Door Integrated Service (ODIS) |
| Subjects: | H Social Sciences > Public Administration H Social Sciences > H Social Sciences (General) |
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
| Depositing User: | Admin Eprints Untirta |
| Date Deposited: | 24 Oct 2018 09:25 |
| Last Modified: | 24 Oct 2018 09:25 |
| URI: | http://eprints.untirta.ac.id/id/eprint/1016 |
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