Kualitas pelayanan publik di Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung

Jamil, Rof'atul (2020) Kualitas pelayanan publik di Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung. Diploma thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

INDONESIA : Latar belakang permasalahan yang terjadi pada penelitian ini adalah Kualitas Pelayanan Publik di Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung yang belum optimal. Hal tersebut berdasarkan Rekapitulasi Nilai Indeks Kepuasan Masyarakat, yang dimana ada beberapa unsur pelayanan yang belum mencapai Nilai Indeks sebesar 3,15. Adapun penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan publik di Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung. Teori yang digunakan pada penelitian ini yaitu menggunakan teori Zeithaml et al. yang dikutip dalam M. Chazienul Ulum (2018:9) yaitu yang berwujud bukti fisik, kehandalan, daya tanggap, jaminan, dan empati. Metode yang digunakan pada penelitian ini menggunakan metode penelitian kualitatif dengan pendekatan deskriptif. Data yang dianalisis yaitu data hasil wawancara dengan Kepala Bidang Perlindungan dan Pemberdayaan, Pegawai Bagian Pengadministrasian Umum, serta dua masyarakat yang pernah melakukan pelayanan di Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung. Hasil dari penelitian ini yaitu menunjukan bahwa pelayanan publik di Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung belum optimal. Karena kurangnya kepuasan masyarakat dari pelayanan yang diberikan oleh pegawai Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung, dikarenakan kurangnya sumber daya manusia di Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung yang menjadikan waktu pelayanan menjadi terhambat serta kurangnya sosialisasi terhadap standar operasional prosedur kepada masyarakat yang menjadi faktor utama kurang optimalnya kualitas pelayanan publik di Dinas Sosial dan Penanggulangan Kemiskinan Kota Bandung. ENGLISH : The background of the problems that occur in this study is the Quality of Public Services in the Social Service and Poverty Prevention in Bandung which is not optimal. This is based on the Recapitulation of Community Satisfaction Index Values, where there are several service elements that have not yet reached the Index Value of 3.15. The research aims to find out how the quality of public services in the Social Service and Poverty Prevention in Bandung. The theory used in this research is the theory of Zeithaml et al. quoted in M. Chazienul Ulum (2018: 9) that is tangible physical evidence, reliability, responsiveness, assurance, and empathy. The method used in this study uses qualitative research methods with a descriptive approach. Data analyzed were interview data with the Head of Protection and Empowerment Section, Employees of the General Administration Section, as well as two communities who had performed services at the Social Service and Poverty Prevention in Bandung. The results of this study show that public services in the Social Service and Poverty Prevention in Bandung City are not optimal. Due to the lack of community satisfaction from services provided by employees of the Social Service and Poverty Prevention in Bandung City, due to the lack of human resources in the Social Service and Poverty Prevention in Bandung City which makes service time hampered and lack of socialization of standard operating procedures to the community which is the main factor less than optimal quality of public services in the Social Service and Poverty Prevention in Bandung.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas;Pelayanan Publik;Dinas Sosial dan Penanggulangan Kemiskinan;Kota Bandung;
Subjects: Political dan Government Science
Public Administration
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik
Depositing User: Rof’atul Jamil
Date Deposited: 21 Sep 2020 00:59
Last Modified: 21 Sep 2020 00:59
URI: https://digilib.uinsgd.ac.id/id/eprint/33602

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