Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/22019
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dc.contributor.advisorBatubara, Beby Masitho-
dc.contributor.authorManurung, Andi Josua-
dc.date.accessioned2023-11-21T02:35:14Z-
dc.date.available2023-11-21T02:35:14Z-
dc.date.issued2022-07-
dc.identifier.urihttps://repositori.uma.ac.id/handle/123456789/22019-
dc.description58 Halamanen_US
dc.description.abstractSurat Keterangan Tidak Mampu adalah salah satu surat yang bisa digunakan untuk pengajuan permohonan bantuan, yang bertujuan agar masyarakat yang kurang mampu didaerah suatu kelurahan mendapat bantuan dari pemerintah. Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan dalam penerbitan surat keterangan tidak mampu dan faktor penghambat kualitas pelayanan publik di Kelurahan Cemara. Penelitian ini menggunakan metode kualitatif sebagai analisis data dan penelitian ini menggunakan teori Zeithaml. Data dikumpulkan berdasarkan teknik pengumpulan data yaitu observasi, wawancara dan dokumentasi. Berdasarkan hasil penelitian bahwa kualitas pelayanan Penerbitan Surat Keterangan Tidak Mampu di Kelurahan Cemara masih memiliki beberapa hal yang belum Maksimal dari Segi Tangible (berwujud) kenyamanan tempat pelayanan, kemudahan dalam proses pelayanan, dan proses pelayanan pegawai menggunakan alat bantu. Selanjutnya Reliability (kehandalan) standar pelayanan, kemampuan pegawai menggunakan alat bantu pelayanan. Selanjutnya Responsiviness (respon/ketanggapan) respon atau tanggapan dalam menanggapi keluhan pengguna layanan, pegawai layanan sudah melakukan pelayanan dengan cepat dan tepat yang belum maksimal. Selanjutnya Assurance (jaminan) Jaminan tepat waktu pelayanan juga belum maksimal dan yang terakhir Empaty (empati) empati antar pelaksana sudah cukup baik terlihat dari pegawai yang selalu ramah dalam melakukan pelayanan kepada masyarakat dan juga tidak membeda-bedakan dalam hal melayani masyarakat. Certificate of Disability is one of the letters that can be used for submitting applications for assistance, which aims to make underprivileged communities in the area of a kelurahan receive assistance from the government. This study aims to determine how the quality of service in the issuance of a certificate of incapacity and the inhibiting factors for the quality of public services in Cemara Village. This study uses qualitative methods as data analysis and this study uses Zeithaml theory. Data were collected based on data collection techniques, namely observation, interviews and documentation. Based on the results of the study, the quality of service for Issuance of Certificates of Disability in Cemara Village still has several things that are not yet maximal in terms of tangible (tangible) comfort of the service place, ease of service process, and the service process of employees using assistive devices. Furthermore, the reliability (reliability) of service standards, the ability of employees to use service tools. Furthermore, Responsiveness (response / responsiveness) response or response in responding to complaints from service users, service employees have performed services quickly and precisely which have not been maximized. Furthermore, Assurance (guarantee) The guarantee on time of service is also not maximized and the last one is Empathy (empathy) between implementers is quite good, it can be seen from the employees who are always friendly in providing services to the community and also do not discriminate in terms of serving the community.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM;178520068-
dc.subjectkualitas pelayananen_US
dc.subjectsurat keterangan tidak mampuen_US
dc.subjectkelurahanen_US
dc.subjectquality of serviceen_US
dc.subjectcertificate of disabilityen_US
dc.titleKualitas Pelayanan Publik dalam Penerbitan Surat Keterangan Tidak Mampu (SKTM) di Kelurahan Cemara Kecamatan Lubuk Pakamen_US
dc.title.alternativeQuality of Public Services in Issuing Certificates of Disability (SKTM) in Cemara Subdistrict, Lubuk Pakam Districten_US
dc.typeThesisen_US
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