Update Artikelilmiah: 40809

EGI SETIAWAN

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Abstrak (Bhs. Indonesia)

Penelitian ini dilatarbelakangi oleh masih banyaknya permasalahan pelayanan publik bagi penyandang Disabilitas di ruang publik saat ini termasuk di Stasiun Purwokerto Daerah Operasi V. Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan publik bagi penyandang Disabilitas di Stasiun Purwokerto Daerah Operasi V. Metode yang digunakan di dalam penelitian ini yaitu kualitatif deskriptif. Teknik pemilihan informan menggunakan teknik purposive sampling dan snowball sampling. Metode pengumpulan data melalui wawancara, observasi dan dokumentasi. Hasil penelitian menunjukkan bahwa, kualitas pelayanan publik bagi penyandang Disabilitas di Stasiun Purwokerto Daerah Operasi V memiliki penilaian yang berbeda-beda dari setiap jenis Disabilitas yang ada, namun secara keseluruhan sudah cukup baik. Pada aspek bukti fisik, desain bangunan sudah cukup ramah dan aksesibel terhadap penyandang Disabilitas, serta sarana dan prasarana pelayanan bagi penyandang Disabilitas sudah mengikuti SOP yang ada dan kebutuhan dari penyandang Disabilitas walaupun belum sepenuhnya lengkap. Pada aspek kehandalan, informasi pelayanan sudah tersedia secara audio dan visual, prosedur pelayanan sudah cukup sederhana dan cukup mudah untuk dilaksanakan oleh penyandang Disabilitas serta kemampuan petugas pelayanan sudah cukup baik dalam melayani penyandang Disabilitas. Pada aspek daya tanggap, petugas pelayanan sudah memiliki kemampuan dalam mengatasi permasalahan dan mengenali kebutuhan pelayanan bagi penyandang Disabilitas. Pada aspek jaminan, pelayanan sudah diberikan secara akurat dan tepat waktu. Namun, untuk biaya pelayanan masih belum responsif kepada penyandang Disabilitas dikarenakan belum ada kebijakan reduksi harga tiket untuk penyandang Disabilitas. Pada aspek empati, komunikasi petugas pelayanan terhadap penyandang Disabilitas sudah cukup baik, ramah dan sopan. Namun, untuk komunikasi petugas pelayanan dengan bahasa isyarat perlu ditingkatkan lagi. Sikap dan perilaku petugas pelayanan terhadap penyandang Disabilitas juga sudah cukup baik, ramah dan sopan. Serta, petugas pelayanan telah memiliki kepedulian, rasa inisiatif dan rasa antusias dalam memberikan pelayanan kepada penyandang Disabilitas.

Kata Kunci : Manajemen dan Kualitas Pelayanan Publik

Abtrak (Bhs. Inggris)

The background of this research is that there are still many problems with public services for persons with disabilities in public spaces today, including at the Regional Operational V Purwokerto Station. This study aims to describe the quality of public services for persons with disabilities at the Regional Operational V Purwokerto Station. The method used in this research is descriptive qualitative. The informant selection technique used purposive sampling and snowball sampling techniques. Data collection methods through interviews, observation and documentation. The results of the study show that the quality of public services for persons with disabilities at Regional Operational V Purwokerto Station has different ratings for each type of disability that exists, but overall it is quite good. In terms of physical evidence, the building design is quite friendly and accessible to persons with disabilities, and the service facilities and infrastructure for persons with disabilities have followed the existing SOPs and the needs of persons with disabilities, although they are not fully complete. In terms of reliability, service information is readily available audio and visual, service procedures are simple enough and easy enough to be carried out by persons with disabilities and the ability of service personnel is good enough to serve persons with disabilities. In the aspect of responsiveness, service officers already have the ability to solve problems and recognize service needs for persons with disabilities. In the guarantee aspect, services have been provided accurately and on time. However, service costs are still not responsive to persons with disabilities because there is no policy to reduce ticket prices for persons with disabilities. In the aspect of empathy, the communication of service officers towards persons with disabilities is quite good, friendly and polite. However, the communication of service officers with sign language needs to be improved. The attitude and behavior of service staff towards persons with disabilities is also quite good, friendly and polite. Also, service officers have concern, a sense of initiative and a sense of enthusiasm in providing services to persons with disabilities.

Keywords : Management and Quality of Public Service

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