Kualitas Pelayanan Administrasi Publik dalam Pengurusan KTP di Kantor Banjarmasin Barat
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Institusion
Universitas Islam Kalimantan M A B Banjarmasin
Author
Santoso, Eko Budi
Subject
HJ Public Finance
Datestamp
2021-10-18 02:26:38
Abstract :
Tujuan penelitian untuk menganalisis Kualitas Pelayanan Adminitrasi Publik dalam Pengurusan KTP di Kantor Kecamatan Kota Banjarmasin Barat dari berbagai aspek, yaitu Sumber Daya Manusia, Prosedur Pelayanan, Sarana dan Prasarana dengan berdasarkan lima dimensi yaitu tangibles, reliabillity, responsiveness, assurance, dan emphaty. Penelitian ini menggunakan metode penelitian pendekatan kualitatif dengan jenis penelitian deskriptif kualitatif. Data dikumpulkan dengan wawancara mendalam , observasi dan dokumentasi kepada informan. Sampel ditentukan dengan menggunakan teknik analisa data seperti yang dikemukakan oleh Mile dan Huberman dengan cara reduksi data, penyajian data, serta penarikan dalam kesimpulan. Hasil penelitian menunjukkan bahwa: 1) Masih ada sedikit kekurangan pada indikator dalam dimensi tangibles dan emphaty. 2) Sejauh ini tidak ditemukan adanya hambatan untuk masalah keterlambatan proses KTP dan biaya di Kantor Kecamatan Banjarmasin Barat. The purpose of this study is to analyze the Quality of Public Administration Services in KTP Management at the West Banjarmasin City District Office from various aspects, namely Human Resources, Service Procedures, Facilities and Infrastructure based on five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. This study uses a qualitative approach research method with a qualitative descriptive type of research. Data were collected by in-depth interviews, observation and documentation to informants. The sample was determined using data analysis techniques as proposed by Mile and Huberman by means of data reduction, data presentation, and drawing conclusions. The results of the study show that: 1) There are still some shortcomings in the indicators in the dimensions of tangibles and empathy. 2) So far, no obstacles have been found for the problem of delays in the ID card process and fees at the West Banjarmasin District Office.
Tujuan penelitian untuk menganalisis Kualitas Pelayanan Adminitrasi Publik dalam Pengurusan KTP di Kantor Kecamatan Kota Banjarmasin Barat dari berbagai aspek, yaitu Sumber Daya Manusia, Prosedur Pelayanan, Sarana dan Prasarana dengan berdasarkan lima dimensi yaitu tangibles, reliabillity, responsiveness, assurance, dan emphaty. Penelitian ini menggunakan metode penelitian pendekatan kualitatif dengan jenis penelitian deskriptif kualitatif. Data dikumpulkan dengan wawancara mendalam , observasi dan dokumentasi kepada informan. Sampel ditentukan dengan menggunakan teknik analisa data seperti yang dikemukakan oleh Mile dan Huberman dengan cara reduksi data, penyajian data, serta penarikan dalam kesimpulan. Hasil penelitian menunjukkan bahwa: 1) Masih ada sedikit kekurangan pada indikator dalam dimensi tangibles dan emphaty. 2) Sejauh ini tidak ditemukan adanya hambatan untuk masalah keterlambatan proses KTP dan biaya di Kantor Kecamatan Banjarmasin Barat. The purpose of this study is to analyze the Quality of Public Administration Services in KTP Management at the West Banjarmasin City District Office from various aspects, namely Human Resources, Service Procedures, Facilities and Infrastructure based on five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. This study uses a qualitative approach research method with a qualitative descriptive type of research. Data were collected by in-depth interviews, observation and documentation to informants. The sample was determined using data analysis techniques as proposed by Mile and Huberman by means of data reduction, data presentation, and drawing conclusions. The results of the study show that: 1) There are still some shortcomings in the indicators in the dimensions of tangibles and empathy. 2) So far, no obstacles have been found for the problem of delays in the ID card process and fees at the West Banjarmasin District Office.
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