Kualitas pelayanan Publik di Kantor Kecamatan Tambun Selatan di Masa Pandemi Covid-19:Pelayanan Kartu Tanda Penduduk

Azzahra, Novi Laily (2021) Kualitas pelayanan Publik di Kantor Kecamatan Tambun Selatan di Masa Pandemi Covid-19:Pelayanan Kartu Tanda Penduduk. Sarjana thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

In Law Number 25 of 2009 concerning public services, it is explained that the state's obligation is the attitude of providing a service to the population according to their needs, for that in an effort to provide good quality service for the people of South Tambun District in the midst of the Covid-19 pandemic, the South Tambun District Office make new policies in order to adjust to the situation during the pandemic and public services continue to run well, especially in the public service of making Identity Cards (KTP). This study aims to determine the quality of public services at the Tambun Selatan District Office, Bekasi Regency and see what are the supporting and inhibiting factors in public services at the Tambun Selatan District Office, Bekasi Regency. This research method is descriptive research with a qualitative approach. Qualitative descriptive research is research that aims to describe and describe events and phenomena that occur in the field and present data in a systematic, factual, and accurate manner regarding the facts or phenomena that occur in the field. Data was collected by using observation, interview, and documentation techniques. Researchers used source triangulation to check the validity of research data. Data analysis in this study uses three components consisting of data reduction, data presentation, and drawing conclusions. The results of this study indicate that; The quality of public services at the Tambun Selatan District Office, Bekasi Regency has at least implemented the Tangibel, Realiability, Responsiviness, Assurance and Empathy dimensions along with their indicators. However, there are several indicators that have not been implemented in accordance with the wishes of the community, including the inconvenience of the place of service including incomplete facilities and infrastructure, not yet skilled employees in using service aids, and the unfriendliness of employees in the service process. The inhibiting factor in the implementation of public services at the Tambun Selatan District Office, Bekasi Regency is the lack of employee resources and the lack of infrastructure. While the supporting factors are the enthusiasm that employees give to each other, holding a coordination meeting or some kind of evaluation every three months and then providing an instillation of awareness to serve the community sincerely and in accordance with conscience. Another supporting factor is the existence of facilities in the form of tools to facilitate the service process.

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