OKTAVIANES, ADELLIA (2023) KUALITAS PELAYANAN PUBLIK BAGI PENYANDANG DISABILITAS PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA TANGERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Services that capable of providing satisfaction to the community can be judged by examining the quality of the services provided. This study focuses on the quality of public service for people with disabilities in the Tangerang City Disdukcapil. This study aims at the fulfillment of the rights of people with disabilities in terms of obtaining optimal public services, thus avoiding discrimination by using the Quality of Service theory according to Zeithaml, Parassuraman & Berry (Pasolong 2017). This study used descriptive qualitative methods by analyzing based on interviews, observations, documentation, documentation studies. The results of this study show that based on the quality of public service by Zeithaml, Parassuraman & Berry (Pasolong 2017), the quality of public service for people with disabilities in the Tangerang City Disdukcapil has not been optimal, this is based on measurements of the dimensions of public service quality including: i) tangible, infrastructure and facilities are still unmet and still do not appear to be clean in the service office, ii) reliability, document preparation procedures are not attached to the service office, iii) responsiveness, employees are still unresponsive when there are visitors with disabilities and are still not proficient in sign language, iv) Empathy, there are still unfriendly employees when providing services.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Pelayanan yang mampu memberikan kepuasan kepada masyarakat dapat dinilai dengan mengkaji seberapa berkualitasnya dari pelayanan yang diberikan. Penelitian ini berfokus pada kualitas pelayanan publik bagi penyandang disabilitas di Disdukcapil Kota Tangerang. Penelitian ini bertujuan untuk pemenuhan hak penyandang disabilitas dalam hal memperoleh pelayanan publik yang optimal sehingga terhindar dari tindakan diskriminasi dengan menggunakan teori Kualitas Pelayanan menurut Zeithaml, Parassuraman & Berry (Pasolong 2017). Penelitian ini menggunakan metode kualitatif deskriptif dengan menganalisis berdasarkan hasil wawancara, observasi, dokumentasi, studi dokumen. Hasil penelitian ini menunjukkan bahwa berdasarkan kualitas pelayanan publik oleh Zeithaml, Parassuraman & Berry (Pasolong 2017), kualitas pelayanan publik bagi penyandang disabilitas pada Disdukcapil Kota Tangerang belum optimal, hal ini berdasarkan pengukuran dari dimensi kualitas pelayanan publik diantaranya: i) tangible, sarana prasarana serta fasilitas masih belum terpenuhi serta masih belum tampak bersih di dalam kantor pelayanan, ii) reliability, prosedur perysaratan pembuatan dokumen tidak ditempelkan di kantor pelayanan, iii) responsiveness, pegawai masih belum tanggap ketika ada pengunjung disabilitas dan juga masih belum mahir dalam berbahasa isyarat, iv) empathy, masih adanya pegawai yang belum ramah ketika memberikan pelayanan. | |||||||||
| Uncontrolled Keywords: | Public Service Quality, Disability, Disdukcapil Kualitas Pelayanan Publik, Disabilitas, Disdukcapil | |||||||||
| Subjects: | H Social Sciences > Public Administration | |||||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Mrs Adellia Oktavianes | |||||||||
| Date Deposited: | 16 Feb 2024 14:39 | |||||||||
| Last Modified: | 16 Feb 2024 14:39 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/33080 |
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- KUALITAS PELAYANAN PUBLIK BAGI PENYANDANG DISABILITAS PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA TANGERANG. (deposited 16 Feb 2024 14:39) [Currently Displayed]
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