KUALITAS PELAYANAN PUBLIK DI KANTOR DESA DEMANGAN KECAMATAN TANJUNGANOM KABUPATEN NGANJUK

QUALITY OF PUBLIC SERVICES IN DEMANGAN VILLAGE OFFICE TANJUNGANOM DISTRICT, NGANJUK DISTRICT

Abstrak

Kepuasan masyarakat sangat penting terutama dalam pelayanan publik yang disediakan oleh aparatur pemerintah. Dibentuknya pemerintah bukan untuk dirinya sendiri melainkan bertanggung jawab pada tugas tugasnya terutama dalam memenuhi kebutuhan dan kepentingan masyarakat. Penelitian ini untuk mengetahui kualitas pelayanan publik yang berada di Kantor Desa Demangan Kecamatan Tanjunganom Kabupaten Nganjuk. Penelitian ini menggunakan jenis penelitian deskriptif kualitatif. Fokus penelitian dengan menggunakan teori kualitas pelayanan publik Menurut Parasuraman, Zeithaml, dan Berry (dalam Hardiansyah 2011 : 46), terdapat 5 indikator meliputi Berwujud sudah cukup baik, bangunan di Kantor Desa Demangan sudah memadai dengan adanya fasilitas yang cukup lengkap, kerapian pegawai yang sudah sesuai aturan tetapi kedisiplinan yang harus ditingkatkan karena banyak pegawai yang datang terlambat. Kehandalan perlu ditingkatkan kecermatan pegawai dalam pengetikan dokumen dan di Kantor Desa Demangan tidak semua pegawai dapat menggunakan komputer . Ketanggapan, pelayanan dengan cepat dan tanggap belum terlaksana karena berhubungan dengan kedisiplinan pegawai yang belum terlaksana dengan baik, sehingga pelayanan memerlukan waktu cukup lama.  Jaminan sudah baik, dalam pelayanan tidak ada pungutan biaya bagi masyarakat pengguna layanan. Empati sudah baik karena pegawai sangat merespon keperluan masyarakat dengan sikap yang ramah dan sopan tanpa membeda - bedakan. Teknik pengumpulan data penelitian ini melalui wawancara, obervasi dan dokumentasi. Teknik analisis data penelitian dari pengumpulan data, reduksi data, penyajian data serta penarikan kesimpulan. Dari hasil penelitin yang telah dilakukan bahwa kualitas pelayanan publik pada Kantor Desa Demangan cukup baik dan memadai akan tetapi dari indikator berwujud, kehandalan dan ketanggapan masih adanya masyarakat yang kurang puas terhadap pelayanan yang didapat. Sehingga dalam mengatasi masalah tersebut sebaiknya perlu adanya peningkatan kualitas pelayanan seperti adanya pelatihan komputer bagi semua pegawai, penambahan cctv untuk mengawasi kinerja pegawai terutama pada kedisiplinan pegawai.

Kata Kunci:. Kualitas, Pelayanan Publik, Desa Demangan

Abstract

Public satisfaction is very important especially in public services provided by government officials. The formation of a government is not for itself but is responsible for its duties, especially in meeting the needs and interests of the community. This study was conducted to determine the quality of public services in the Demangan Village Office in Tanjunganom District, Nganjuk Regency. This research uses descriptive qualitative research. The focus of research using the theory of quality of public services According to Parasuraman, Zeithaml, and Berry (in Hardiansyah 2011: 46), there are 5 indicators covering good enough, buildings in the Demangan Village Office are sufficient with adequate facilities, neatness of employees who are already according to the rules but discipline must be improved because many employees come late. Reliability needs to be improved by the accuracy of staff in typing documents and in the Demangan Village Office not all employees can use computers. Responsiveness, service quickly and responsiveness has not been implemented because it is associated with employee discipline that has not been implemented properly, so the service requires quite a long time. Guarantees are good, in the service there is no fee for the service user community. Empathy is good because employees are very responsive to the needs of the community with a friendly and polite attitude without discrimination. This research data collection techniques through interviews, observation and documentation. Research data analysis techniques from data collection, data reduction, data presentation and drawing conclusions. From the results of research that has been done that the quality of public services at the Demangan Village Office is quite good and adequate, but from tangible indicators, reliability and responsiveness there are still people who are less satisfied with the services obtained. So in overcoming the problem, it is better to have an increase in service quality such as computer training for all employees, adding CCTV to monitor employee performance, especially on employee discipline.

Keywords: Quality, Public Services, Demangan Village