Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/20310
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dc.contributor.authorSari, Putri Indah-
dc.date.accessioned2023-07-13T02:57:16Z-
dc.date.available2023-07-13T02:57:16Z-
dc.date.issued2023-04-17-
dc.identifier.urihttps://repositori.uma.ac.id/handle/123456789/20310-
dc.description88 Halamanen_US
dc.description.abstractPelayanan merupakan tugas utama dari aparatur sebagai abdi negara dan masyarakat. Berdasarkan hasil Survei Kepuasan Kinerja Pemerintah Provinsi Sumatera Utara 2022 menunjukkan bahwa memerlukan waktu yang cukup lama untuk menyelesaikan layanan khususnya di kelurahan. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif yang bersitus di Kantor Kecamatan Medan Maimun. Sumber data yang digunakan adalah sumber data primer dan sekunder. Teknik pengumpulan data yang digunakan melalui observasi, wawancara, dan dokumentasi. Instrument penelitian nya yaitu peneliti sendiri dan beberapa alat penunjung seperti pedoman wawancara dan handphone. Data yang telah terkumpul dianalisa menggunakan model analisis interaktif Miles, Huberman, dan Saldana. Hasil penelitian menunjukkan bahwa Kualitas Pelayanan Publik Pada Kecamatan Medan Maimun Kota Medan (Studi Kasus E-Ktp Kecamatan Medan Maimun) telah berjalan dengan baik, namun belum berjalan secara maksimal. Hal ini dapat dilihat dari ditemukannya gap antara teori faktor yang mempengaruhi kualitas pelayanan, yaitu suasana kerja dan lingkungan fisik tempat kerja. Kualitas Pelayanan Perekaman Kartu Tanda Penduduk (e-KTP) dapat dikatakan berkualitas berdasarkan keempat dimensi, diantaranya adalah Tangibles, Reliability, Responsiveness, Assurance dan Emphaty. Terdapat faktor pendukung dan faktor penghambat yang berasal dari Motivasi kerja karyawan, Sistem kerja dan sistem pelayanan, Suasana kerja di instansi, Lingkungan fisik tempat kerja, Perlengkapan dan fasilitas Prosedur kerja. Rekomendasi pada penelitian ini adalah kualitas layanan publik di Kantor Kecamatan Medan Maimun harus lebih ditingkatkan lagi agar proses pelayanan publik dapat terlaksana dengan baik. Service is the main duty of government officials as servants of the state and the community. Based on the results of the 2022 Performance Satisfaction Survey of the North Sumatra Provincial Government, it takes quite a long time to complete services, especially in the sub-districts. This study uses a descriptive research type with a qualitative approach located at the Medan Maimun District Office. The data sources used are primary and secondary data sources. Data collection techniques used include observation, interviews, and documentation. The research instruments used were the researcher himself and several supporting tools such as interview guidelines and a mobile phone. The collected data was analyzed using the interactive analysis model of Miles, Huberman, and Saldana. The results of the study show that the Quality of Public Services in the Medan Maimun District, Medan City (Case Study of the E-KTP of the Medan Maimun District) has been running well, but not yet to its maximum potential. This can be seen from the gap between the theoretical factors that affect service quality, namely the work atmosphere and physical work environment. The Quality of Recording Resident Identity Cards (e-KTP) can be said to be of good quality based on the four dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. There are supporting factors and inhibiting factors that come from employee work motivation, work system and service system, work atmosphere in the institution, physical work environment, equipment and facilities, and work procedures. The recommendation in this study is that the quality of public services at the Medan Maimun District Office must be further improved so that the public service process can be carried out properly open.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM;201801045-
dc.subjectkualitasen_US
dc.subjectpelayananen_US
dc.subjectE-KTPen_US
dc.subjectkantor camaten_US
dc.subjectmedan maimunen_US
dc.subjectqualityen_US
dc.subjectserviceen_US
dc.subjectE-KTPen_US
dc.subjectsub-district officeen_US
dc.subjectmedan maimunen_US
dc.titleAnalisis Kualitas Pelayanan E-KTP di Kecamatan Medan Maimun Kota Medanen_US
dc.title.alternativeAnalysis of Public Service Quality in Medan Maimun District, Medan City (Case Study of E-KTP Medan Maimun District)en_US
dc.typeTesis Magisteren_US
Appears in Collections:MT - Master of Public Administration

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