Electronic Theses and Dissertation

Masyarakat disabilitas memiliki hak dalam menerima pelayanan juga telah diatur dalam undang- undang nomor 8 tahun 2016 yang berbunyi penyandang disabilitas adalah setiap orang yang mengalami keterbatasan fisik, intelektual, mental, dan sensorik dalam jangka waktu yang lama dan mengalami hambatan dalam berpartisipasi di lingkungan. dalam pemberian pelayanan publik kepada para disabilitas tentu saja harus melihat aksesibilitas bagi para penyandang disabilitas yang juga sudah diatur dalam undang- undang. setiap pemberian pelayanan publik kepada masyarakat tentu saja sangat mengutamakan kualitas pelayanan yang akan diberikan kepada masyarakat. tujuan penelitian ini untuk mengetahui bagaimana mempertahankan kualitas aksesibilitas pelayanan publik terhadap penyandang disabilitas di mal pelayanan publik kota banda aceh dan hambatan seperti apa yang dimiliki oleh mal pelayanan publik kota banda aceh. penelitian ini menggunakan metode penelitian kualitatif deskriprif dan mengunakan pendapat zeitamhl mengenai indikator dalam mengukur kualitas pelayanan yang dirasakan langsung oleh masyarakat. menurut zeithaml ada 5 indikator yang sudah disederhanakan yaitu terdiri dari tangibel (berwujud), realibility (kehandalan), responsiviness (ketanggapan), assurance (jaminan), dan emphaty (empati) dan juga menggunakan teori aksesibilitas yang mana ada 4 indikator yaitu jarak, akses lokasi, transportasi dan lalu lintas. tenik analisis data yang digunakan dengan reduksi data, penyajian data dan penarikan kesimpulan. hasil dari penelitian ini menunjukkan dari 5 indikator kualitas pelayanan publik terdapat indikator dimana mal pelayanan publik kota banda aceh belum mencakup indikator tersebut seperti indikator tangibel, realibility, dan responsiveness, serta dalam indikator aksesibilitas mal pelayanan publik kota banda aceh juga belum terpenuhi dalam pemberian pelayanan yang aksesibel. adapun hambatan yang ada yaitu terbatasnya anggaran dalam penyediaan pelayanan publik di mal pelayanan publik kota banda aceh. saran yang penulis ingin sampaikan diharapakan pemerintah dapat lebih memberikan pelayanan yang maksimal kepada para disabilitas terutama pelayanan publik di lingkungan pemerintah. kata kunci: kualitas, pelayanan publik, aksesibilitas, disabilitas, mpp

People with disabilities have their rights to receive services which have also been regulated in Law Number 8 of 2016 which states that a person with a disability is anyone who experiences physical, intellectual, mental and sensory limitations for a long period of time and experiences obstacles in participating in the environment. In every provision of public services to people with disabilities, of course, accessibility for people with disabilities must be taken into account, which is also regulated in law. Every provision of public services to the community of course prioritizes the quality of services that will be provided to the community. The aim of this research is to find out how to maintain the quality of public service accessibility for people with disabilities in the Banda Aceh City Public Service Mall and what kind of obstacles the Banda Aceh City Public Service Mall has. This research uses descriptive qualitative research methods and uses Ibrahim's theory about the quality of public services, which is a dynamic condition related to products, services and people whose quality assessment is determined at the time of public service delivery. According to Zeithaml, there are 5 simplified indicators, namely: Tangible (tangible), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee), and Emphaty (empathy) and also uses accessibility theory where there are 4 indicators, namely distance, access. location, transportation and traffic. Data analysis techniques used include data reduction, data presentation and drawing conclusions. The results of this research show that of the 5 indicators of public service quality, there are several indicators where the Banda Aceh City Public Service Mall has not included these indicators, such as tangibility, reliability and responsiveness indicators, and the accessibility indicator for the Banda Aceh City Public Service Mall has also not been fulfilled in providing services. which is accessible. The existing obstacle is the limited budget for providing public services at the Banda Aceh City Public Service Mall. The advice that the author wants to convey is that it is hoped that the government can provide maximum services to people with disabilities, especially public services within the government. Keywords: Quality, Public Services, Accessibility, Disability, MPP