KUALITAS PELAYANAN REKOMENDASI PENELITIAN DI BADAN KESATUAN BANGSA DAN POLITIK PROVINSI JAWA TIMUR

Pelayanan publik adalah bentuk bukti dan upaya pemerintah untuk hadir memenuhi kebutuhan masyarakat. Badan Kesatuan Bangsa dan Politik Provinsi Jawa Timur adalah satu-satunya instansi yang menyediakan pelayanan publik berupa layanan rekomendasi penelitian di lingkup Provinsi Jawa Timur. Tujuan penelitian ini untuk mendeskripsikan kualitas pelayanan rekomendasi penelitian di Badan Kesatuan Bangsa dan Politik Provinsi Jawa Timur. Jenis penelitian ini merupakan penelitian deskriptif dengan menggunakan pendekatan kualitatif. Fokus penelitian ini adalah kualitas pelayanan rekomendasi penelitian di Badan Kesatuan Bangsa dan Politik Provinsi Jawa Timur dengan mengacu pada teori menurut Zeithaml, Parasuraman & Berry yaitu Tangible (Berwujud), Reliability (Kehandalan), Responsiviness (Respon/Ketanggapan), Assurance (Jaminan) dan Empathy (Empati). Teknik pengumpulan data terdiri dari wawancara, observasi dan dokumentasi. Teknik analisis data dalam penelitian ini meliputi pengumpulan data, reduksi data, penyajian data dan menarik kesimpulan. Hasil penelitian terkait dengan lima dimensi kualitas pelayanan yaitu, tangible (berwujud) ruangan yang kurang dingin, kurangnya informasi pelayanan offline dan online serta website yang sering mengalami error, reliability (kehandalan) kurang cermatnya petugas dalam memberikan hasil layanan, responsiviness (respon) kurang responnya petugas dalam menanggapi pertanyaan pemohon pada e-mail, assurance (jaminan) kurang maksimalnya media pengaduan, tidak adanya kepastian waktu pelayanan online dan offline dan empathy (empati) tidak adanya petugas khusus pelayanan online. Saran yang dapat diberikan pada Badan Kesatuan Bangsa dan Politik Provinsi Jawa Timur yaitu perlu mengganti pendingin udara, memberikan papan informasi terkait SOP pelayanan offline dan online, perbaikan pada server website, peningkatan kecermatan petugas, mengaktifkan layanan pengaduan/saran by WhatsApp pada website resmi Badan Kesatuan Bangsa dan Politik Provinsi Jawa Timur dan menyediakan petugas khusus pelayanan online.

Public services are a form of evidence and government efforts to be present to meet the needs of the community. The National Unity and Political Agency of East Java Province is the only agency that provides public services in the form of research recommendation services within the scope of East Java Province. This study aims to describe the quality of research recommendation services at the National and Political Unity Agency of East Java Province. This type research is a descriptive study using a qualitative approach. The focus of this research is the quality of research recommendation services at the National Unity and Political Agency of East Java Province using the theory according to Zeithaml, Parasuraman & Berry, namely Tangible, Reliability, Responsiviness, Assurance and Empathy. Data collection techniques consist of interviews, observation and documentation. Data analysis techniques in this study include data collection, data reduction, data display and verification. The results of the study are related to five dimensions of service quality, namely, tangible rooms that are not cold enough, lack of offline and online service information and website which often experiences errors, reliability of officers who are less thorough in providing service results, responsiveness the lack of response of officers in responding to public questions in email, the guarantee of the complaint media has not been maximized, there is no certainty of online and offline service times, and empathy for the absence of dedicated online service personnel. Suggestions that can be given to the National Unity and Political Agency of East Java Province are the need to replace the air conditioner, provide information boards related to offline and online service SOP, repair the website server, increase the accuracy of officers, active the complaint/suggestion service by WhatsApp on the website of the National Unity and Political Agency of East Java Province and provide special officers for online services.