KUALITAS PELAYANAN PUBLIK BIDANG ADMINISTRASI KEPENDUDUKAN DI KANTOR KELURAHAN MANYAR SABARANGAN, KECAMATAN MULYOREJO, KOTA SURABAYA

Abstract

Pelayanan merupakan upaya penyelenggara untuk memenuhi kebutuhan masyrakat sesuai dengan aturan pokok yang telah ditetapkan. Kantor kelurahan merupakan penyelenggara pelayanan publik yang memiliki peran penting dalam pelayanan, namun faktanya beberapa Masyarakat masih mengeluhkan tentang pelayanan yang diberikan oleh Kantor Kelurahan Manyar Sabrangan. Permasalah yang dikeluhkan seperti kurang memadainya sarana prasarana yang disediakan dan kurangnya kedisiplinan pegawai. Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan publik yang ada di Kantor Kelurahan Manyar Sabrangan khususnya bidang administrasi negara dengan mengacu pada 5 dimensi dari Kotler dan Keller, 2016 yang meliputi : Bukti Fisik (Tangible), Kehandalan (Reliability), Daya Tanggap (Responsiviness), Jaminan (Assurance), Empati (Empathy). Penelitian ini menggunakan metode penelitian kualitatif deskriptif. Teknik pengumpulan data yang dilakukan melalui observasi, wawancara dan dokumentasi. Teknik analisis data menggunakan model Miles dan Huberman yaitu pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukan bahwa kualitas pelayanan yang diberikan pegawai Kelurahan Manyar Sabrangan cukup baik dari aspek Daya Tanggap (Responsiviness), Jaminan (Assurance), dan Empati (Empathy), namun dari aspek Bukti Fisik (Tangible) masih kurang memadainya alat bantu untuk menunjang kinerja pegawai, kurang luasnya ruang pelayanan dan dari aspek Kehandalan (Realibility) yaitu kurang disiplinnya pegawai dalam melaksanakan tugas dan fungsinya. Berdasarakan hasil penelitian tersebut juga terdapat saran yaitu perlu penertiban kedisiplinan pegawai, meningkatkan motivasi kerja bagi pegawai dan perbaikan sarana dan prasarana untuk menunjang kualitas pelayanan administrasi kependudukan yang ada di Kelurahan Manyar Sabrangan.

Kata Kunci: Pelayanan publik, Kualitas Pelayanan, Administrasi Kependudukan

Service is the organizer’s effort to meet the needs of the community in accordance with the basic rules that have been established. The village office is a public service provider that has an important role in service, but in fact some people still complain about the services provided by service providers in the Manyar Sabrangan Village Office. The problems complained about include inadequate infrastructure provided and lack of employee discipline. This study aims to describe the quality of public service in the Manyar Sabrangan Village Office, especially in the field of state administration with reference to the 5 dimensions of Kotler and Keller, 2016 which include : Tangible, Reliability, Responsiviness, Assurance, and Empathy. This research uses descriptive qualitative research methods. Data collection techniques are carried out through observation, interviews and documentation. The data analysis technique uses the Miles and Huberman model, namely data collection, data reduction, data presentation and drawing conclusions. The results showed that the quality of service provided by Manyar Sabrangan Village employees was quite good from the aspects of  Responsiviness, Assurance, and Empathy, but from the aspect of Physical Evidence (Tangible) there were still inadequate tools to support employee performance, less breadth of service space and from the Reliability aspect, namely the lack of discipline of employees in carrying out their duties and functions. Based on the result of this study there are also suggestions that it is necessary to control employee discipline, increase work motivation for employees and improve facilities and infrastructure to support the quality of population administration services in the Manyar Sabrangan Village.

Keywords: Public services, Service Quality, Population Administration