ANALISIS PELAYANAN PRIMA PADA LAYANAN ADMINISTRASI PEMERINTAH DESA KAUMAN KECAMATAN BOJONEGORO KABUPATEN BOJONEGORO
Nama : Suryantini
NIM :21040674316
Program Studi : S-1
Jurusan : Administrasi Publik
Fakultas : Ilmu Sosial dan Hukum Nama Lembaga: Universitas Negeri Surabaya Pembimbing : Tauran, S.Sos., M.Soc.Sc
Kepuasan masyarakat merupakan tolak ukur dari keberhasilan pelayanan publik yang diberikan oleh pemerintah desa. Sejak tahun 2004, pemerintah mengenalkan Pelayanan Prima sebagai inisiatif untuk meningkatkan kualitas pelayanan publik yang lebih efisien, efektif, transparan, dan akuntabel, serta selalu berorientasi pada kebutuhan dan kepuasan masyarakat. Namun, Pemerintah Desa masih memiliki persoalan dalam kualitas pelayanan, sehingga beberapa masyarakat masih mengeluhkan pelayanan, khusunya Pemerintah Desa Kauman Kecamatan Bojonegoro Kabupaten Bojonegoro. Fasilitas inventaris pelayanan desa Kauman bahwa belum ada pemasangan gambar alur atau tata cara pengurusan surat- surat. Hal ini menyebabkan masyarakat bingung dan tidak mengetahui tata cara untuk mengurus surat-surat yang berhubungan dengan administrasi kependudukan. Dengan demikian, tujuan dari penelitian ini, untuk menganalisa Pelaksanaan Pelayanan Prima pada layanan administrasi pemerintah desa Kauman.
Dengan menggunakan metode penelitian Pendekatan kualitatif dengan desain studi kasus berdasarkan sumber data primer dan sekunder dengan fokus penelitian pada empat indicator menurut Bintoro yaitu: Attitude (Sikap), Attention (Perhatian), Action (Tindakan) dan Anticipation (Antisipasi), yang kemudian di analisis menggunkan teknik analisis data Miles dan Hubermas: reduksi data, penyajian data, penarikan kesimpulan/verifikasi.
Hasil penelitian berdasarkan analisis pelayanan prima menurut Bintoro, bahwa Desa Kauman telah mencapai kesuksesan dalam menerapkan pelayanan prima, tetap ada beberapa faktor pendukung dan penghambat yang mempengaruhi pelaksanaannya. Faktor pendukung meliputi komitmen pemerintah desa, sumber daya manusia yang berkualitas, penggunaan teknologi dan inovasi, serta partisipasi masyarakat. Faktor penghambatnya yaitu rendahnya kesadaran masyarakat dan kurangnya rasa kepercayaan terhadap pemerintah desa. Untuk itu meningkatkan kampanye informasi dan edukasi mengenai pentingnya pelayanan prima dan prosedur administrasi yang harus diikuti.
Kata Kunci: Pelayanan Prima, Kepuasan Masyarakat
NIM 21040674316
Community satisfaction is a measure of the success of public services provided by the village government. Since 2004, during the administration of President Susilo Bambang Yudhoyono, one of the goals of good governance has been created, namely through the National Service Excellence Movement (GNPP), in which the government introduced Service Excellence as an initiative to improve the quality of public services that are more efficient, effective, transparent, and accountable, and always oriented to the needs and satisfaction of society. However, the Village Government still has problems with service quality, so that some people still complain about services, especially the Kauman Village Government, Bojonegoro District, Bojonegoro Regency. Inventory facilities for Kauman village services that there has been no installation of flowcharts or procedures for managing documents. This causes people to be confused and do not know the procedures for dealing with documents related to population administration. Thus, the purpose of this research is to analyze the Implementation of Excellent Service in the administrative services of the Kauman village government.
Using research methods a qualitative approach with a case study design based on primary and secondary data sources with a research focus on four indicators according to Bintoro, namely: Attitude, Attention, Action and Anticipation, which are then analyzed using data analysis techniques from Miles and Hubermas: data reduction, data presentation, conclusion/verification. The results of the research based on the analysis of excellent service according to Bintoro, that Kauman Village has achieved success in implementing excellent service, there are still several supporting and inhibiting factors that influence its implementation. Supporting factors include village government commitment, quality human resources, use of technology and innovation, and community participation. The inhibiting factor is the low level of public awareness and lack of trust in the village government, which is an obstacle in the implementation of excellent service. The Kauman village government needs to increase information and education campaigns regarding the importance of excellent service and administrative procedures that must be followed.
Keywords: Excellent Service, Community Satisfaction