Update Artikelilmiah: 16325

NURUL RAHMIYATI HAKIM

NIM

Judul Artikel

Abstrak (Bhs. Indonesia)

Permasalahan dalam kualitas pelayanan publik masih terjadi di Indonesia. Rendahnya kualitas pelayanan publik dapat disebabkan oleh berbagai faktor diantaranya pemberian pelayanan yang tidak transparan, prosedur yang berbelit-belit, serta sikap petugas pelayanan yang kurang bersifat melayani. Pemerintah berupaya untuk meningkatkan kualitas pelayanan publik dengan Peraturan Menteri Dalam Negeri Nomor 4 Tahun 2010 tentang Pedoman Penyelenggaraan Pelayanan Administrasi Terpadu Kecamatan (PATEN). Tujuan penelitian ini adalah untuk mendeskripsikan dan menganalisis kuailtas Pelayanan Administrasi Terpadu Kecamatan di Kecamatan Purwokerto Selatan. Kabupaten Banyumas. Metode yang digunakan adalah metode kuantitatif deskriptif dengan teknik analasis data distribusi frekuensi dan nilai rata-rata. Hasil penelitian menunjukkan bahwa, seluruh indikator yaitu indikator Tangible, Reliability, Responsiveness, Assurance, dan Empathy berada pada kategori cenderung tinggi. Indikator yang memberikan kontribusi tertinggi pada kualitas pelayanan ialah Assurance dengan rata-rata 4,17, Tangible dengan rata-rata 4,11, Reliability dengan rata-rata 4,10, Empathy dengan rata-rata 4,03, dan Responsiveness dengan rata-rata 4,01. Berdasarkan pembahasan hasil penelitian, dapat disimpulkan bahwa kualitas pelayanan administrasi terpadu kecamatan di kecamatan purwokerto selatan kecendetungannya adalah tinggi. Akan tetapi, indikator Empathy dan Responsiveness perlu diperbaiki karena memperoleh nilai rata-rata terendah.

Abtrak (Bhs. Inggris)

Problems in the quality of their public services is still going on in Indonesia. The low quality of public services can be caused by various factors, including the delivery of services that are not transparent, convoluted procedures, as well as the attitudes of service personnel who are serving less. Government seeks to improve the quality of public services with Minister Regulation No. 4 of 2010 on Guidelines for the Implementation of the Integrated Administrative Service Districts (PATEN). The purpose of this research is to describe and analyze quality of Integrated Administration Service in District (PATEN) in South Purwokerto District. Method of this research uses quantitative descriptive method by technique of analysis data  frequency distribution and the average value. The results showed that all indicators are indicators Tangible, Reliability, Responsiveness, Assurance, and Empathy in the category tends to be high. Indicators that provide the highest contribution to the quality of service is Assurance with an average 4,17, Tangible with an average 4,11, Reliability with an average 4,10, Empathy with an average 4,03, and Responsiveness with an average 4,01. Based on the discussion of the results, it can be concluded that the quality of the integrated administrative service districts in south purwokerto districts tendency is high. However, Empathy and Responsiveness indicators need to be improved for obtaining the lowest average value.

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