Electronic Theses and Dissertation

Abstrak pelayanan publik merupakan aktivitas untuk memenuhi kebutuhan masyarakat menyangkut dengan barang, jasa dan administrasi. aceh terkhusus banda aceh dan aceh besar roda berlangsungnya pusat pemerintahan, salah satunya berkaitan pemberian pelayanan publik. seperti disdukcapil jantho terutama uptd wilayah ii peukan bada, namun bedasarkan observasi awal, terdapat ketidaksesuaian pelayanan publik, terkait waktu kesiapan administrasi, ketersediaan blangko ktp sering kosong, petugas yang tidak murah senyum, juga terkait sarana dan prasarana. penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik uptd wilayah ii peukan bada terhadap penerapan standar operasional prosedur (sop) dan kepuasan masyarakat serta mendeskripsikan hambatan dalam pelaksanaan pelayanan. teori yang digunakan, dimensi kualitas pelayanan publik menurut zeithaml et al. penelitian ini menggunakan metode kualitatif dengan pendekatan fenomenologi dengan teknik pengumpulan data melalui observasi, wawancara dan dokumentasi. hasil penelitian menunjukkan kualitas pelayanan publik di uptd wilayah ii, terhadap penerapan standar operasional prosedur dan kepuasan masyarakat belum dilaksanakan dengan maksimal, dilihat dari beberapa dimensi kualitas pelayanan, (1) dimensi ketampakan fisik aspek kenyamanan tempat melakukan pelayanan masih belum memadai (2) dimensi kehandalan, meskipun standar operasional prosedur sudah diterapkan dan dilaksanakan, namun standar pelayanan ini belum dipublikasikan pada papan informasi. (3) dimensi tanggapan, aspek melakukan pelayanan waktu yang tepat, masih terjadi keterlambatan penyelesaian dokumen masyarakat. adapun hambatan dalam memberikan pelayanan ialah keterbatasan sarana dan prasarana, anggaran terbatas, dan keterbatasan sumber daya manusia. disarankan kepada uptd wilayah ii peukan bada, agar mempublikasikan informasi standar pelayanan di papan informasi, meningkatkan kelengkapan fasilitas, meningkatkan waktu penyelesaian administrasi, dan merekrut lebih banyak pegawai. kata kunci : kualitas pelayanan publik, masyarakat, uptd ii peukan bada.

ABSTRACT Public services are activities to meet society needs regarding goods, services and administration. Aceh, especially Banda Aceh and Aceh Besar, is the center of government, one of which is related to the provision of public services. Like Disdukcapil Jantho, especially UPTD Region II Peukan Bada, but based on initial observations there are gaps in public services, related to administrative readiness times, availability of KTP blanks which are often empty, officers who don't smile, also related to facilities and infrastructure. This research aims to analyze the quality of UPTD Region II Peukan Bada Public Services regarding the implementation of Standar Operasional Procedure (SOP) and society satisfaction and describing the obstacles in providing services. The theory used is the dimensions of public service quality according to Zeithaml et al. This research uses a qualitative method with a phenomenological approach with data collection techniques through observation, interviews and documentation. The results showed that the quality of public services at UPTD Region II, towards the implementation of Standard Operational Procedures and public satisfaction has not been carried out optimally, seen from several dimensions of service quality, (1) Dimensions of physical appearance, aspects of the comfort of the service place are still inadequate (2) Dimensions of Reliability, although Standard Operational Procedures have been implemented and implemented, these service standards have not been posted on the information board. (3) The Responsiveness dimension, the aspect of providing services on time, there are still delays in completing public documents. Obstacles in providing services are limited facilities and infrastructure, limited budget, and limited human resources. It is recommended that UPTD Region II Peukan Bada publish information on service standar on information boards, improve the completeness of facilities, increase administrative completion time, and recruit more employees. Keywords: Public Service Quality, Society, UPTD II Peukan Bada.