KualitasPelayanan PublikDiKantor Kecamatan Arjasa Kabupaten Situbondo

Rachmat, Faizal s. and Hasan, Muchtar F and Eddy, Basuki (2025) KualitasPelayanan PublikDiKantor Kecamatan Arjasa Kabupaten Situbondo. KualitasPelayanan PublikDiKantor Kecamatan Arjasa Kabupaten Situbondo, 12 (1). pp. 1-12. ISSN 1:3301459378

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Abstract

Abstrak Penelitian ini bertujuan untuk mendeskripsikan Kualitas Pelayanan Publik Di KantorKecamatan Arjasa Kabupaten Situbondo.AdapuntugasdariKecamatan yaitumelayani dalam pembuatan kartu tanda pemduduk (KTP), aktakelahiran,suratnikah,sertifikattanah,izinmendirikanpembangunan,(IMB),keterangan pindah, pertanahan, izin tebang kayu rakyat, surat keterangan catatanKepolisian (SKCK), ijin keramaian, legalisasi, surat-surat, dan program keluargaharapan. Pendekatanyangdigunakandalampenelitianiniyaitudenganmenggunakanpendekatandeskriptifkualitatif.Teknikpengumpulandatadilakukansecaragabungan yaitu dengan cara observasi, wawancara, dan studi Kepustakaan. Analisisdata bersifat induktif/kualitatif, dengan model interaktif yang dicetuskan oleh Miles,Huberman,danSugiyono(2012:246). Hasilpenelitianlebihmenekankanpadamaknageneralisasiyangmenunjukkanbahwa, kualitas pelayanan publik di Kantor Kecamatan Arjasa Kabupaten Situbondo dilihat dari indikator pengukuran kualitas pelayanan meliputi keandalan (reliability)denganpelayananyangtepatdanbenar,kenampakanfisikdanbuktilangsung(triangible) dengan SDM dan sumber daya lainnya yang memadahi, daya tanggap(responsiviness) dengan melayani secara cepat, jaminan (assurance) dengan etikamoral dalam pelayanan, serta empati (empathy) dengan mengetahui keinginan dankebutuhan pelanggan. Faktor yang mempengaruhi pelayanan,yaitu kesadaran aparat,faktororganisasi/lembaga,ketrampilanpegawai. KataKunci:KualitasPelayanan, Kantor Kecamatan  Abstract This study aims to describe the Quality of Public Services at the Arjasa District Office, Situbondo Regency. The duties of the District are to serve in making resident identity cards (KTP), birth certificates, marriage certificates, land certificates, building permits (IMB), moving certificates, land, people's logging permits, Police record certificates (SKCK), crowd permits, legalization, letters, and family hope programs. The approach used in this study is to use a qualitative descriptive approach. Data collection techniques are carried out in a combination of observation, interviews, and literature studies. Data analysis is inductive/qualitative, with an interactive model initiated by Miles, Huberman, and Sugiyono (2012:246). The results of the study emphasize more on the meaning of generalization which shows that the quality of public services at the Arjasa District Office, Situbondo Regency, seen from the indicators of measuring service quality includes reliability with appropriate and correct services, physical appearance and direct evidence (triangible) with adequate human resources and other resources, responsiveness with fast service, assurance with moral ethics in service, and empathy with knowing the desires and needs of customers. Factors that influence service, namely apparatus awareness, organizational/institutional factors, employee skills.  Keywords: Service Quality, District Office

Item Type:	Article
Subjects:	H Social Sciences > HV Social pathology. Social and public welfare
Divisions:	Fakultas Ilmu Sosial dan Ilmu Politik > S1 Ilmu Administrasi Publik
Depositing User:	Rachmat Faizal s.
Date Deposited:	28 Jul 2025 03:53
Last Modified:	28 Jul 2025 03:53
URI:	http://repository.unars.ac.id/id/eprint/3609

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