Please use this identifier to cite or link to this item: http://repository.uma.ac.id/handle/123456789/9445
Title: Peranan Pemerintah Desa dalam Meningkatkan Kualitas Pelayanan Administrasi Kepada Masyarakat di Kantor Kepala Desa Aek Korsik Kecamatan Aek Kuo Kabupaten Labuhan Batu Utara
Authors: Panjaitan, Erdipa
Advisor: Dewi, Rosmala
Angelia, Nina
Keywords: peranan;kualitas pelayanan;kepuasan masyarakat;role;service quality;community satisfaction
Issue Date: 28-May-2018
Publisher: Universitas Medan Area
Abstract: Role is a set of expectations imposed on an individual who occupies a certain social position. The existence of Government Regulation No. 72 of 2005, about the village government is an effort of the government in realizing the general welfare evenly to be able to provide excellent service to the community. This study aims to determine the role of village government in improving the quality of administrative services to the community in the Office of Village Head Aek Korsik. The type of research used is a qualitative approach that focuses on the role of village government in improving the quality of administrative services to the community at the Head Office of Aek Korsik Village Aek Kuo Sub-district, North Labuhanbatu Regency. The nature of this research is descriptive, the location of this research is conducted in the Head Office of Aek Korsik Village Aek Kuo Sub-district, North Labuhanbatu Regency. The results showed that the quality of administrative services in the Head Office of Aek Korsik Village Aek Kuo Sub-district, North Labuhanbatu Regency has applied Tangible, Reliability, Responsiveness, Assurance, and Empathy dimensions and their indicators. However, there are still some indicators that have not run in accordance with the expectations of the community, including the inconvenience of service places including facilities and infrastructure that have not been complete, the employee has not effectively used SOP (Standard Operating Procedure) in the service process, and there are still employees who are not friendly in the service process.
Description: Peranan merupakan seperangkat harapan-harapan yang dikenakan kepada individu yang menempati kedudukan sosial tertentu. Adanya Peraturan Pemerintah Nomor 72 Tahun 2005, tentang pemerintah desa merupakan upaya pemerintah dalam mewujudkan kesejahteraan umum secara merata untuk dapat memberikan pelayanan secara prima kepada masyarakat. Penelitian ini bertujuan untuk mengetahui peranan pemerintah desa dalam meningkatkan kualitas pelayanan administrasi kepada masyarakat di Kantor Kepala Desa Aek Korsik. Jenis penelitian yang digunakan adalah pendekatan kualitatif yang berfokus kepada peranan pemerintah desa dalam meningkatkan kualitas pelayanan administrasi kepada masyarakat di Kantor Kepala Desa Aek Korsik Kecamatan Aek Kuo Kabupaten Labuhanbatu Utara. Sifat pada penelitian ini adalah deskriptif, lokasi penelitian ini dilaksanakan di Kantor Kepala Desa Aek Korsik Kecamatan Aek Kuo Kabupaten Labuhanbatu Utara. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi di Kantor Kepala Desa Aek Korsik Kecamatan Aek Kuo Kabupaten Labuhanbatu Utara sudah menerapkan dimensi Tangible, Reliability, Responsiviness, Assurance, dan Emphaty beserta indikatornya. Namun masih ada beberapa indikator yang belum berjalan sesuai dengan harapan masyarakat, antara lain ketidaknyamanan tempat pelayanan termasuk sarana dan perasarana yang belum lengkap, pegawai belum efektif menggunakan SOP (Standart Operasional Prosedure) dalam proses pelayanan, dan masih ada pegawai yang tidak ramah dalam proses pelayanan.
URI: http://repository.uma.ac.id/handle/123456789/9445
Appears in Collections:SP - Public Administration

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