Please use this identifier to cite or link to this item: http://repository.uma.ac.id/handle/123456789/18439
Title: Kualitas Pelayanan Publik Dalam Penerbitan Surat Keterangan Tidak Mampu (Sktm) Di Dinas Sosial Kota Medan
Other Titles: Quality of Public Services in Issuing Certificates of Disadvantage (Sktm) at the Medan City Social Service
Authors: Linda, Nurma
Keywords: kualitas
pelayanan publik
penerbitan
quality
public service
publishing
Issue Date: 14-Sep-2022
Publisher: Universitas Medan Area
Series/Report no.: NPM;188520010
Abstract: Kualitas pelayanan yang diberikan oleh pegawai di Dinas Sosial Kota Medan belum berjalan dengan baik dalam proses pelayanan. Tujuan penelitian untuk mengetahui kualitas pelayanan publik yang ada di Dinas Sosial Kota Medan dalam penerbitan SKTM. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kualitatif. Pengumpulan data penelitian ini menggunakan teknik observasi, wawancara dan dokumentasi. Analisis data menggunakan reduksi data, penyajian data dan penarikan kesimpulan. Hasil dari penelitian yang menggunakan teori Zeithaml menunjukkan bahwa kualitas pelayanan publik di Dinas Sosial Kota Medan yaitu: Dimensi Tangible Dinas Sosial Kota Medan belum menerapkan dengan baik terkait kejelasan/kedisiplinan pegawai. Dimensi Reliability Dinas Sosial Kota Medan sudah baik mengenai kecermatan dan kemampuan pegawai dalam menggunakan alat bantu pelayanan. Dimensi Responsiveness Dinas Sosial Kota Medan cukup baik, namun harus lebih ditingkatkan lagi terutama pada respon pegawai kepada setiap pengguna layanan yang datang. Dimensi Assurance Dinas Sosial Kota Medan sudah sesuai dengan prosedur pelayanan dalam menerapkan jaminan ketepatan waktu/biaya. Dimensi Emphaty Dinas Sosial Kota Medan belum melaksanakan secara baik mengenai sikap pegawai yang lebih mendahulukan kepentingan pribadi dan adanya diskriminasi. The employees at the Medan City Social Service have not been able to deliver high-quality services throughout the service process. The purpose of the study was to determine the quality of public services at the Medan City Social Service in issuing certificates of indigence. This research is descriptive research with a qualitative approach. This study's data collection methods include observation, interviewing, and documentation. Data analysis techniques included data reduction, data presentation, and conclusion drawing. The study's results of research using Zeithaml theory indicate the following statements on the quality of public services provided by Medan City Social Service: The Medan City Social Service's tangible, such as the employees' clarity and discipline, has not been properly implemented. The Medan City Social Service has received good reliability ratings for the accuracy and ability of employees in using service tools. The Medan City Social Service's responsiveness is quite good. But it needs to be improved, especially in how fast employees respond to every service user comes. The Medan City Social Service's Assurance implements time and cost guarantees in line with service procedures. The Dimensions of Empathy regarding the attitude of employees who prioritize personal interests and discrimination, the Medan City Social Service has not properly implemented.
Description: 72 Halaman
URI: http://repository.uma.ac.id/handle/123456789/18439
Appears in Collections:SP - Public Administration

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188520010 - Nurma Linda - Fulltext.pdfCover, Abstract, Chapter I, II, III, V, Bibliography944.82 kBAdobe PDFView/Open
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