Fidrian, Sonny (2023) KOMUNIKASI PELAYANAN MAL PELAYANAN PUBLIK TANGERANG SELATAN. Master thesis, Universitas Sultan Ageng Tirtayasa.
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Abstract
Public Service Mall is a place where the activities of public service providers both goods and services are carried out in a place in order to provide fast, easy, and accountable services. On the mandate of the Ministry of Agriculture, South Tangerang City organizes a Public Service Mall. This research is located at the Public Service Mall at the One-Stop Integrated Services Investment Office (DPMPTSP) of South Tangerang City, Banten Province. Like services, the Public Service Mall provides services needed by the people of South Tangerang City such as population administration services, permits, immigration, prosecutors and so on, there are 212 licensing and non-licensing services from 16 vertical agencies, BUMN and BUMD. Researchers want to see how the communication carried out by the South Tangerang City Government in the service of the Public Service Mall. The research method used is qualitative. With a theoretical approach to politeness strategy and excellent service model. Data collection using in-depth interview, observation and documentation techniques. The data were analyzed using qualitative descriptive analysis. This research obtained results, communication that occurs between MPP managers and visitors / the community occurs from the time visitors arrive at MPP. Visitors are greeted by officers kindly until visitors finish taking care of their needs at MPP. In communicating with visitors, MPP officers approach three points of excellent service, namely communicating by paying attention to attitudes related to caring for customers, efforts to communicate to serve with the best actions and the purpose of MPP service communication to satisfy customers. MPP service communication also experiences obstacles in the communication process, there are technical obstacles such as tenants that are too close together, causing noise and behavioral obstacles such as the psychological condition of the service tenant guards at MPP
| Item Type: | Thesis (Master) | |||||||||
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| Additional Information: | Mal Pelayanan Publik merupakan tempat terlaksananya kegiatan penyelenggara layanan publik baik barang ataupun jasa pada suatu tempat dalam rangka menyediakan pelayanan yang cepat, mudah, dan akuntabel. Atas amanat KemenpanRB Kota Tangerang Selatan menyelenggarakan Mal Pelayanan Publik. Penelitian ini berlokasi di Mal Pelayanan Publik di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kota Tangerang Selatan, Provinsi Banten. Layaknya pelayanan, Mal Pelayanan Publik memberikan pelayanan yang dibutuhkan oleh masyarakat Kota Tangerang Selatan seperti layanan pembuatan administrasi kependudukan, perizinan, imigrasi, kejaksaaan dan sebagainya terdapat 212 layanan perizinan dan non perizinan dari 16 instansi vertikal, BUMN dan BUMD. Peneliti ingin melihat bagaimana komunikasi yang dilakukan pihak Pemerintah Kota Tangerang Selatan dalam pelayanan Mal Pelayanan Publik. Metode penelitian yang digunakan adalah kualitatif. Dengan pendekatan teori strategi kesopanan dan model pelayanan prima. Pengumpulan data menggunakan teknik wawancara mendalam, observasi dan dokumentasi. Data dianalisis menggunakan analisis deskriptif kualitatif. Penelitian ini memperoleh hasil, komunikasi yang terjadi antara pengelola MPP dengan pengunjung/masyarakat terjadi dari mulai pengunjung tiba di MPP. Pengunjung disambut oleh petugas dengan ramah hingga pengunjung selesai mengurus keperluannya di MPP. Dalam berkomunikasi dengan pengunjung, petugas MPP melakukan pendekatan tiga pokok pelayanan prima yaitu berkomunikasi dengan memperhatikan sikap yang berkaitan dengan kepedulian kepada pelanggan, upaya berkomunikasi melayani dengan tindakan yang terbaik dan tujuan komunikasi pelayanan MPP untuk memuaskan pelanggan. Komunikasi pelayanan MPP pun mengalami hambatan dalam proses komunikasi, terdapat hambatan teknis seperti tenant yang terlalu berdekatan sehingga menimbulkan suara bising dan hambatan perilaku seperti kondisi psikologi dari penjaga tenant layanan di MPP. | |||||||||
| Uncontrolled Keywords: | Kata Kunci: Mal Pelayanan Publik, Tangerang Selatan, Komunikasi Kebijakan Publik, Pelayanan Prima Keywords: Public Service Mall, South Tangerang, Public Policy Communication, Excellent Service | |||||||||
| Subjects: | Communication > Public Relations Science Communication > Communication (General) |
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| Divisions: | 08-Pascasarjana 08-Pascasarjana > 70101-Magister Ilmu Komunikasi |
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| Depositing User: | Sonny Fidrian Sonny | |||||||||
| Date Deposited: | 17 Oct 2023 15:28 | |||||||||
| Last Modified: | 17 Oct 2023 15:28 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/30481 |
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