ANALISIS KUALITAS PELAYANAN ADMINISTRASI PERSURATAN DI DESA NGANTI KECAMATAN NGRAHO  KABUPATEN BOJONEGORO

ANALYSIS OF THE QUALITY OF LEGAL ADMINISTRATION SERVICES IN NGANTI VILLAGE, NGRAHO DISTRICT, BOJONEGORO DISTRICT

Kualitas pelayanan dibutuhkan untuk mencapai kepuasan pelanggan. Dengan adanya kualitas, berarti pemberi layanan harus memenuhi harapan-harapan pemohon layanan dan memuaskan kebutuhan mereka. Berdasarkan observasi awal ditemukan bahwa masyarakat Desa Nganti kesulitan mengakses pelayanan persuratan karena kurangnya pemahaman Perangkat Desa Nganti. Selain itu, kurangnya sarana dan prasana pendukung layanan turut menjadi daya Tarik dilakukannya penelitian ini.

Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan administrasi persuratan di Desa Nganti Kecamatan Ngraho Kabupaten Bojonegoro. Metode penelitian yang digunakan adalah deskriptif dengan pendekatan kualitatif. Adapun narasumber penelitian ini diantaranya adalah warga dan Perangkat Desa Nganti Kecamatan Ngraho Kabupaten Bojonegoro. Teknik pengumpulan data yang digunakan berupa wawancara, observasi serta dokumentasi. Analisis data dilakukan dengan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan.

Hasil penelitian menunjukkan bahwa berdasarkan lima indikator penilaian kinerja pelayanan, menyatakan bahwa kinerja pelayanan administrasi persuratan di Desa Nganti belum optimal. Hal ini tampak dari minimnya ketersediaan sarana dan prasana, belum adanya pemerataan pembagian kerja dan belum adanya SOP pelayanan. Untuk itu sangat perlu ditingkatkan agar terwujud kepuasan masyarakat terhadap pelayanan administrasi pelayanan di Desa Nganti Kecamatan Ngraho Kabupaten Bojonegoro.

Kata Kunci : Kualitas Pelayanan, Administrasi Desa, Kepuasan Masyarakat

Service quality is needed to achieve customer satisfaction. Quality means that service providers must meet the expectations of service applicants and satisfy their needs. Based on initial observations, it was found that the people of Nganti Village had difficulty accessing correspondence services due to a lack of understanding of the Nganti Village Officials. Apart from that, the lack of facilities and infrastructure to support services also became an attraction for conducting this research.

This research aims to describe the quality of mail administration services in Nganti Village, Ngraho District, Bojonegoro Regency. The research method used is descriptive with a qualitative approach. The sources for this research include residents and officials from Nganti Village, Ngraho District, Bojonegoro Regency. The data collection techniques used were interviews, observation and documentation. Data analysis was carried out by collecting data, reducing data, presenting data, and drawing conclusions.

The results of the research show that based on five service performance assessment indicators, the performance of mail administration services in Nganti Village is not optimal. This can be seen from the minimal availability of facilities and infrastructure, the lack of equal distribution of work and the absence of service SOPs. For this reason, it really needs to be improved in order to realize community satisfaction with service administration services in Nganti Village, Ngraho District, Bojonegoro Regency.

 Keywords: Service Quality, Village Administration, Community Satisfaction