Analisis Pelayanan Publik Untuk Meningkatkan Pelayanan Prima di Desa Bugoharjo Kecamatan Pucuk Kabupaten Lamongan

Analysis of Public Services to Improve Service Excellence in Bugoharjo Village, Pucuk District, Lamongan Regency

Abstrak

Artikel ini mengkaji bagaimana pelayanan publik untuk meningkatkan pelayanan prima di Desa Bugoharjo Kecamatan Pucuk Kabupaten Lamongan. Penelitian ini menggunakan metode penelitian deskriptif dengan pendekatan kualitatif dimana data dan informasi yang diperoleh dideskripsikan sesuai dengan fakta yang ada dilapangan kemudian disajikan dalam bentuk kalimat narasi setelah itu disimpulkan. Adapun tempat dari Penelitian ini berada di kantor Desa Bugoharjo Kecamatan Pucuk Kabupaten Lamongan. Teknik pengumpulan data yang digunakan yaitu observasi, wawancara dan dokumentasi. Triangulasi yang digunakan oleh peneliti ialah triangulasi sumber. Tahapan analisis data yang digunakan oleh peneliti yaitu: reduction, display, dan conclusion/ferification. Penelitian ini dihasilkan dari metode wawancara dan observasi secara langsung dengan menghasilkan berupa data-data yang meliputi 5 aspek, yaitu:1) aspek Tangible ( bukti nyata ); 2) aspek Reliability ( keandalan ); 3) aspek Responsiveness ( ketanggapan ); 4) aspek Assurance ( jaminan ); 5) aspek Empathy ( empati). Ditinjau dari aspek tangiable atau bukti nyata sarana dan prasarana yang ada di Kantor Desa Bugoharjo sudah lumayan lengkap tetapi masih butuh ditingkatkan kembali kelengkapannya, seperti ruang tunggu pelayanan yang terkadang sering penuh. Ditinjau dari aspek reliability atau keandalan desa Bugoharjo sudah memprioritaskan kualitas pelayanannya dengan baik. Sesuai dengan aspek responsiveness atau ketanggapan, pegawai kantor desa Bugoharjo belum cukup responsive dalam memberikan pelayanan. Selanjutnya pada aspek assurance atau jaminan, dalam masalah keamanan sudah baik hanya saja untuk tingkat kedisiplinan pegawai masih perlu ditingkankan lagi. Pada aspek empathy pegawai kantor desa Bugoharjo dalam memberikan pelayanan sudah menggunakannya dengan baik sehingga masyarakat merasa sangat puas.

Keywords: Pelayanan Publik, Kualitas Pelayanan, Pelayanan Prima.

Abstract

This article examines how public services to improve excellent service in Bugoharjo Village, Pucuk District, Lamongan Regency. This research uses a descriptive research method with a qualitative approach where the data and information obtained are described in accordance with the facts in the field and then presented in the form of narrative sentences after which they are concluded. The place of this research is at the office of Bugoharjo Village, Pucuk District, Lamongan Regency. The data collection techniques used are observation, interviews and documentation. The triangulation used by researchers is source triangulation. The stages of data analysis used by researchers are: reduction, display, and conclusion / verification. This research is produced from the method of interviews and direct observation by producing data covering 5 aspects, namely: 1) Tangible aspects (real evidence); 2) Reliability aspect; 3) Responsiveness aspect; 4) Assurance aspect; 5) Empathy aspect. Judging from the tangiable aspect or concrete evidence, the facilities and infrastructure in the Bugoharjo Village Office are quite complete but still need to be improved again, such as service waiting rooms that are sometimes often full. Judging from the aspect of reliability or reliability, Bugoharjo village has prioritized the quality of its services well. In accordance with the aspect of responsiveness or responsiveness, Bugoharjo village office employees have not been responsive enough in providing services. Furthermore, in the aspect of assurance or assurance, in security issues it is good, it's just that the level of employee discipline still needs to be increased again. In the empathy aspect, Bugoharjo village office employees in providing services have used it well so that the community feels very satisfied.

Keywords: Public Service, Quality of Service, Excellent Service.