Analisis Pelayanan Prima Pemerintahan Desa Kanten
Kecamatan Trucuk Kabupaten Bojonegoro
Analysis of Kanten Village Government Excellent Service
Trucuk District, Bojonegoro Regency
ABSTRAK
Nama : Sunardi
NIM : 21040674415
Program Studi : S1 Ilmu Administrasi Negara
Jurusan : FISH
Nama Lembaga : Universitas Negeri Surabaya
Pembimbing : Dra. Meirinawati, M.AP.
Pelayanan prima adalah kepedulian kepada masyarakat dengan memberikan layanan terbaik untuk memfasilitasi kemudahan pemenuhan kebutuhan dan mewujudkan kepuasannya, agar mereka selalu loyal kepada pemerintahan. Upaya memberikan pelayanan prima masih terdapat beberapa kendala yang dirasakan masyarakat. Penelitian ini bertujuan untuk menganalisis pelayanan prima di Desa Kanten Kecamatan Trucuk Kabupaten Bojonegoro.
Teori yang digunakan dalam penelitian ini adalah teori Barata yang mengembangkan budaya pelayanan prima berdasarkan pasal A6 yaitu (Attitude, Attention, Action, Ability, Appearance, Accountability) . Metode yang digunakan adalah deskriptif kualitatif, Tekhnik penggumpulan data menggunakan wawancara, studi dokumen dan penelitian kepustakaan.
Hasil penelitian ini menunjukan bahwa pelayanan prima pada pemerintahan Desa Kanten, pada proses pelayanannya sudah berjalan dengan baik, meskipun masih terdapat kendala. Hal tersebut diketahui melalui konsep A6, yaitu : Attitude, petugas dalam memberikan pelayanan prima sudah bersikap dengan baik, ramah, dan sopan. Attention, petugas sudah memberikan perhatian penuh dengan cara membantu apa yang menjadi kendala dan kebutuhan masyarakat sampai selesai. Action, petugas sudah melakukan tindakan dengan tepat dan akurat. Ability, kemampuan petugas dalam menggunakan tekhnologi masih tergolong belum maksimal. Appearance, petugas dalam memberikan pelayanan sudah berpenampilan sopan dan serasi sesuai dengan pasal 30. Accountability, petugas memiliki tanggung jawab yang kurang karena masih suka datang terlambat.
Kata kunci : pelayanan, pelayanan prima.
ABSTRACT
Name : Sunardi
Study Program : Bachelor of Public Administration
Science
Major : FISH
Name of Institution : Surabaya State University
Supervisor : Dra. Meirinawati, M.AP.
Excellent service is caring for the community by providing the best service to facilitate easy fulfillment of their needs and realize their satisfaction, so that they are always loyal to the government. In efforts to provide excellent service, there are still several obstacles felt by community. This research aims to analyze excellent service in Kanten Village, Trucuk District, Bojonegoro Regency.
Theory used in this research is Barata's which develops a culture of excellent service based on article A6 (Attitude, Attention, Action, Ability, Appearance, Accountability). The method used is descriptive qualitative, data collection techniques using interviews, document study and library research.
The results of this research show excellent service in the Kanten Village, the service process is running well, although there are still obstacles. This is known through the A6 concept, namely: Attitude, officers in providing excellent service have behaved well, friendly and polite. Attention, officers have given full attention by helping community's problems and needs until they are resolved. Action, officers have taken appropriate and accurate action. Ability, officer's ability to use technology is still not optimal. Appearance, officers in providing services have a polite and harmonious appearance in accordance with article 30.
Accountability, officers have less responsibility because they still like to arrive late.
Keywords: service, excellent service.