Analisis Faktor- Faktor Yang Mempengaruhi Kualitas Pelayanan Publik Pada Kantor Regional VI Badan Kepegawaian Negara

Abstract

Along with the rapid development in Indonesia, the public mindset has shifted to the proper direction regarding the role and functions of government agencies. People critically demand the excellent service of governmental. The figure of Civil Servants (PNS) is no longer a role model to be served, but on the contrary, a civil servant should be ready to perform his duties as a public servant. The public view on government's performance that far from good, devious and poor quality is dubiously true. The increasingly demand of excellent governmental service is high enough, it directly influence the governance of government agencies who intent to improve the service quality through enhancing the agencies performance with professional manner. It involves the Regional Office VI of the Civil Service Agency (BKN) as an authorized government agency to carry out coaching the management of personnel in North Sumatra area. In carrying out its duties and functions, BKN Regional Office VI refers to the acts and service standards. In the field of personnel management, BKN Regional Office VI gives the services that relate to the staffing, since a person appointed to be a candidate for Civil Servants until it reaches the concerned Retirement Age Limit (BUP). Hence, it is necessary to do an analysis on factors that affect the quality of public services in the BKN Regional Office VI. This study used descriptive-qualitative method by describe a problem or a situation as it is. Data collection techniques using the questionnaires that involved 23 respondents who are civil servants and interviews 5 participants who are staff at BKN Regional Office and eligible as resource persons with regard to public services. The results study showed that the quality of public services in BKN Regional Office VI influenced by the behavior of personnel, the implementation of the policies and culture of the organization, while the effectiveness of bureaucracy is also directly influenced by the personnel behavior, organizational culture and service quality provided by bureaucratic personnel. Based on the findings, it can be suggested to the BKN Regional Office VI to take some action in order to improve the services quality and increased the public satisfaction index on BKN services. It should be done by set the guidance to personnel who provide service tasks, improving coordination with local officers in implementation of regulations in the field of personnel management, evaluation of established potential service standards and taking steps to anticipate the weaknesses or shortcoming related to the public service of BKN Regional Office VI.