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.