Update Artikelilmiah: 47052

SINDY LAILASARI

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Judul Artikel

Abstrak (Bhs. Indonesia)

Pelayanan Terpadu Satu Pintu berperan penting dalam mempermudah administrasi keagamaan dengan menyediakan layanan yang cepat, mudah, transparan, pasti, dan terjangkau, sehingga kualitas pelayanan publik menjadi fokus strategis untuk meningkatkan kepuasan masyarakat. Penelitian ini menganalisis kualitas pelayanan PTSP di Kantor Kementerian Agama Kabupaten Banyumas melalui dimensi tangible, reliability, responsiveness, assurance, dan empathy, serta mengidentifikasi faktor-faktor yang memengaruhinya. Penelitian menggunakan metode kualitatif deskriptif dengan sasaran penelitian purposive sampling dan insidental sampling. Pengumpulan data dilakukan melalui wawancara, observasi, dan dokumentasi dengan metode analisis interaktif Miles, Huberman dan Saldana. Hasil Penelitian menunjukkan bahwa kualitas pelayanan pada PTSP di Kantor Kementerian Agama Kabupaten Banyumas belum optimal. Faktor-faktor yang mempengaruhi kualitas pelayanan publik di Kantor Kementerian Agama Kabupaten Banyumas mencakup motivasi karyawan, kepemimpinan, budaya organisasi, kesejahteraan karyawan, dan lingkungan kerja yang mendukung. Namun, jumlah tenaga kerja, kualitas tenaga kerja, dan sarana prasarana yang mendukung pegawai PTSP perlu ditingkatkan.
Kata Kunci: Kualitas Pelayanan, Kepuasan Masyarakat, PTSP

Abtrak (Bhs. Inggris)

One Stop Integrated Services play an important role in facilitating religious administration by providing services that are fast, easy, transparent, certain, and affordable, so that the quality of public services becomes a strategic focus to increase public satisfaction. This study analyzes the quality of PTSP services at the Banyumas Regency Office of the Ministry of Religion through the dimensions of tangible, reliability, responsiveness, assurance, and empathy, and identifies the factors that influence it. The research used descriptive qualitative method with purposive sampling and incidental sampling. Data collection was done through interviews, observation, and documentation with the interactive analysis method of Miles, Huberman and Saldana. The results showed that the quality of service at PTSP at the Office of the Ministry of Religion of Banyumas Regency was not optimal. Factors that influence the quality of public services at the Office of the Ministry of Religious Affairs of Banyumas Regency include employee motivation, leadership, organizational culture, employee welfare, and a supportive work environment. However, the number of workers, the quality of the workforce, and the infrastructure that supports PTSP employees need to be improved.
Keywords: Public Service Quality, Public Satisfaction, PTSP

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