ANDRIYANA, ANDRIYANA (2025) STRATEGI PENGEMBANGAN KOMPETENSI PEGAWAI OLEH BKPSDM DALAM RANGKA MENINGKATKAN MUTU PELAYANAN KELURAHAN DI WILAYAH KOTA SERANG PROVINSI BANTEN. Master thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Every employee who occupies a higher position in an organizational hierarchy, at that time the employee is in a state of uncompetence and training becomes a necessity to be provided. The head of the general government and public services section of the kelurahan is an echelon IV.B official or supervisory position that supervises the running of public services at the kelurahan level. The diverse educational backgrounds of the section heads of general government and public services of urban villages in the Serang City area of Banten Province sharpen the competency gap they have. BKPSDM Serang City is a regional technical institution responsible for developing employee competencies within the Serang City government. This study aims to analyze the strategies applied by BKPSDM in developing the competence of the head of the general government and public services section and analyzing the quality of administrative services of urban villages in the Serang City area of Banten Province. The method used is descriptive qualitative with data collection techniques using observation, interviews and documentation. Analysis of employee development strategies based on Suwatno and Priansa's theory which includes needs assessment, preparation and implementation of training, and employee placement and performance improvement. While the quality of service is analyzed based on service quality indicators from Parasurman which includes tangibles, reliability, responsiveness, assurance, and empathy. The results showed that BKPSDM has carried out competency development for the head of the general government section and kelurahan public services through technical training. The conclusion of this study shows that the technical training provided to the Head of the General Government and Public Services Section is meaningful to improving the quality of village administration services in the Serang City area.
| Item Type: | Thesis (Master) | |||||||||
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| Additional Information: | Setiap pegawai yang menduduki jabatan lebih tinggi dalam suatu hirarki organisasi, pada saat itulah pegawai tersebut dalam keadaan uncompetence dan diklat menjadi keniscayaan untuk diberikan. Kepala seksi pemerintahan umum dan pelayanan publik kelurahan merupakan pejabat eselon IV.B atau jabatan pengawas yang mensupervisi jalannya pelayanan publik di tingkat kelurahan. Latar belakang pendidikan yang beragam kepala seksi pemerintahan umum dan pelayanan publik kelurahan di wilayah Kota Serang Provinsi Banten mempertajam kesenjangan kompetensi yang dimilikinya. BKPSDM Kota Serang adalah lembaga teknis daerah yang bertanggung jawab terhadap pengembangan kompetensi pegawai di lingkungan pemerintah Kota Serang. Penelitian ini bertujuan untuk menganalisis strategi yang diterapkan BKPSDM dalam mengembangkan kompetensi kepala seksi pemerintahan umum dan pelayanan publik serta menganalisis mutu pelayanan administrasi kelurahan di wilayah Kota Serang Provinsi Banten. Metode yang digunakan ialah deskriptif kualitatif dengan teknik pengumpulan data menggunakan observasi, wawancara dan dokumentasi. Analisa strategi pengembangan pegawai berdasarkan teori Suwatno dan Priansa yang meliputi pengkajian kebutuhan, persiapan dan pelaksanaan pelatihan, dan penempatan pegawai dan peningkatan kinerja. Sedangkan mutu pelayanan di analisa berdasarkan indikator mutu pelayanan dari Parasurman yang meliputi tangibles, reliability, responsiveness, assurance, dan empathy. Hasil penelitian menunjukkan bahwa BKPSDM telah melakukan pengembangan kompetensi terhadap kepala seksi pemerintahan umum dan pelayanan publik kelurahan melalui pelatihan teknis. Kesimpulan dari penelitian ini menujukkan bahwa pelatihan teknis yang diberikan kepada Kepala Seksi Pemerintahan Umum dan Pelayanan Publik bermakna terhadap peningkatan mutu pelayanan administrasi kelurahan di wilayah Kota Serang. | |||||||||
| Uncontrolled Keywords: | BKPSDM Kota Serang, Competence, HR Development Strategy, Public Service Quality BKPSDM Kota Serang, Kompetensi, Mutu Pelayanan Publik, Strategi Pengembangan SDM | |||||||||
| Subjects: | H Social Sciences > Public Administration | |||||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik 08 Pascasarjana > 63101-Magister Administrasi Publik |
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| Depositing User: | Mr Andriyana Andriyana | |||||||||
| Date Deposited: | 06 Aug 2025 08:24 | |||||||||
| Last Modified: | 06 Aug 2025 08:24 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/51487 |
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