Analisa Kualitas Pelayanan Publik dalam Penerbitan Akta Nikah Pada Kantor Urusan Agama ( KUA ) Kecamatan Peusangan Kabupaten Bireuen

Abstract

Persepsi masyarakat terhadap kualitas pelayanan pemerintahan di Indonesia pada umumnya menilai kinerja pelayanan masih belum seperti yang diharapkan, hal ini dapat dilihat antara lain dari banyaknya pengaduan atau keluhan dari masyarakat pada KUA seperti menyangkut prosedur dan mekanisme kerja pelayanan tersebut. Persepsi masyarakat terhadap penyelenggaraan pelayanan publik dalam Penerbitan Akta Nikah di KUA Kec. Peusangan Kab. Bireuen masih belum diketahui. Oleh karena itu perlu adanya kajian untuk menganalisis bagaimana persepsi masyarakat terhadap penyelenggaraan pelayanannya. Penelitian ini dilakukan di bagian pengurusan penerbitan akta nikah Kec. Peusangan Kab. Bireuen, dengan tujuan menganalisis persepsi masyarakat terhadap penyelenggaraan pelayanan publik dan mengetahui bagaimana kualitas pelayanan tersebut serta faktor-faktor yang ditemukan dilapangan yang memperngaruhi kualitas pelayanan di KUA Kec. Peusangan Kab. Bireuen. Penelitian ini menggunakan metode deskriptif untuk membuat gambaran mengenai situasi atau kejadian dan untuk pengumpulan data menggunakan wawancara terhadap 60 responden. Dari hasil analisis diketahui bahwa pengguna pelayanan publik menyatakan sudah cukup memuaskan. Adapun faktor-faktor yang mempengaruhi kualitas pelayanan publik, berdasarkan analisis crosstab (uji chi-square), yakni prinsip kesederhanaan meliputi prosedur berbelit–belit, prosedur mudah dipahami dan dilaksanakan, dan persyaratan teknis dan administratif, prinsip kejelasan meliputi pegawai berkompeten terhadap tugas dan fungsinya, pegawai mudah ditemui, dan transparansi biaya yang dikenakan, prinsip akurasi (urusan sesuai dengan yang dikehendaki), prinsip keamanan (bukti tanda terima diberikan), prinsip tanggung jawab yakni meliputi pegawai bertanggung jawab terhadap penyelesaian urusan dan penyelesaian keluhan/persoalan dalam pelaksanaan pelayanan publik, prinsip kemudahan akses, prinsip kenyamanan meliputi kondisi kantor seperti keindahan, kebersihan, dan kenyamanan, dan ketersediaan fasilitas pendukung seperti ruang tunggu, parkir, toilet dan tempat ibadah dan lain-lain. Peningkatan penyelenggaraan pelayanan publik terhadap Penerbitan Akta Nikah di KUA Kec. Peusangan Kab. Bireuen dapat dilakukan dengan prioritas perlu adanya kejelasan prosedur pelayanan publik, adanya transparansi biaya, adanya kepastian waktu penyelesaiaan urusan, kejelasan dalam persyaratan teknis dan administratif, perlu adanya kemudahan akses. Public perceptions of the quality of government services in Indonesia in general assess service performance is still not as expected, it can be seen, among others, from the number of complaints or complaints from the public at the Office of Religious Affairs ( KUA ) such as procedures and mechanisms regarding service work convoluted, not transparent, less informative, less accommodating, less consistent, so it does not guarantee certainty (legal, time, and cost) and there's also practice extortion and actions that indicated irregularities and corruption. Public perceptions of the public service to the Issuance of Marriage Certificate of Religious Affairs in the Office of the District Peusangan Bireuen still unknown, whether such complaints resemble the community? Hence the need for a study to analyze how the public perception of the service implementation. This research is conducted at the management of the District Peusangan marriage certificate issuance Bireuen District, with the aim of analyzing public perceptions of the public service and find out how the service quality as well as the constraints found in the field that affect the quality of service in the Office of Religious Affairs (KUA) Peusangan District Subdistrict Bireuen. Research method is descriptive method, with survey technique is interviews to 60 people respondent. Research result indicate that the society perceptions of the public services against the issuance of a marriage certificate in the Office of Religious Affairs (KUA) Subdistrict Peusangan Bireuen stated that the public service have well enough. As for the factors that influencing the public service quality, based on a crosstab analysis (chi-square test), which is the principle of simplicity include complicated proceduresstraightforward, easily understood and implemented procedures, and technical and administrative requirements, the principle of clarity include competent employees to their duties and functions, employees easily found, and the transparency of the fees charged, the principle of accuracy (in accordance with the desired affair ), the principle of security (receipt given), the principle of responsibility which includes the employee responsible for the affairs of the settlement and resolution of complaints / issues in the implementation of public service, the principle of ease of access (availability of public transportation to the location of the office), the principle office comfort include conditions such as beauty, cleanliness, and comfort, and the availability of facilities such as waiting rooms, parking, restrooms and a place of worship and others. Improved public service delivery to the Issuance of Marriage Certificate of Religious Affairs in the Office of the District Peusangan Bireuen can be done with a priority need for clarity of procedures of public services, cost transparency, certainty Completion time affair, clarity in the technical and administrative requirements, the need for ease of access, as well as the Law relating to the provision of public services so that public services can be improved because there are minimum standards.