Kualitas Pelayanan Terhadap Pengajuan Masyarakat Berpenghasilan Rendah (MBR) di Dinas Sosial Kota Surabaya
Setiap instansi pemerintah berdiri agar mewujudkan tujuan memberi kepuasan untuk masyarakat. Jika tujuan yang ditentukan terwujud, maka bisa dinyatakan suatu keberhasilan. Ketika tujuan yang ditentukan terwujud, layanan berkualitas baik dibutuhkan. Penelitian bertujuan guna menjelaskan dan menganalisis Kualitas Pelayanan Publik Terhadap Program Masyarakat Berpenghasilan Rendah (MBR) pada Dinas Sosial Kota Surabaya. Dirujuk dari permasalahan yang telah disebutkan bahwa kurangnya kinerja dari pegawai , serta kurangnya kualitas pelayanan dapat dilihat dari pelayanan yang cukup lama , membuat masyarakat kurang puas dalam menerima pelayanan tersebut. Metode penelitian yang dipergunakan pada penelitian menggunakan metode deskriptif kualitatif. Fokus penelitian yaitu pada kualitas pelayanan terhadap pengajuan MBR di Dinas Sosial, peneliti menekankan bahwa fokus pengajuannya hanya melalui WhatsApp center. Sesuai pemaparan Fandy Tjiptono (dalam Hardiyansyah, 2011:53), dengan melihat kelima dimensi mutu layanan maka bisa diketahui beberapa indikator yakni kehandalan (reliability), bukti langsung (tangibles), jaminan dan empati, daya tanggap (responsiveness). Hasil penelitian membuktikan jika Kualitas Pelayanan Terhadap Pengajuan MBR pada Dinas Sosial Kota Surabaya dikatakan kurang baik, hal ini terlihat pada lima dimensi indikator yaitu, kelengkapan sarana maupun prasarana, bukti langsung, dan penampilan karyawan yang sopan santun. Keandalan adalah petugas memberikan layanan dengan cepat, tepat dan memuaskan Dalam dimensi ini terdapat permasalahan terkait dengan lambatnya kecepatan dalam memberikan pelayanan. Daya Tanggap menyangkut pada sikap petugas yang tanggap dalam hal ini masih terdapat permasalahan terkait dengan ketanggapan dari karyawan yang kurang cepat dalam penanganannya. Assurance memberikan jaminan layanan yang aman dan bebas risiko. Empati, termasuk kemudahan dari pegawai untuk menjalin hubungan komunikasi yang positif, perhatian atau memahami tentang kebutuhan penerima layanan.
Every government agency was established to achieve the goal of providing satisfaction to the community. If the set goals are achieved, it can be said to be a success. When the set goals are achieved, good quality services are required. The purpose of this study was to explain and analyze the quality of public services for the low-income community program (MBR) at the Surabaya City Social Service. Referring to the problems that have been mentioned that the lack of performance from employees, as well as the lack of quality of service can be seen from the service that is quite long, making people less satisfied in receiving these services. The research method used in this study used a qualitative descriptive method. The focus of this research is on the quality of service for MBR submissions at the Social Service, the researcher emphasizes that the focus of submissions is only through the WhatsApp center. According to Fandy Tjiptono (in Hardiyansyah, 2011: 53), by looking at the five dimensions of service quality, it can be seen
several indicators, namely direct evidence (Tangibles), (Reliability), (Responsiveness), Guarantee and Empathy. The results showed that the quality of service for MBR submissions at the Surabaya City Social Service was said to be poor, this was seen in five indicator dimensions, namely, tangibles of completeness of facilities and infrastructure as well as the appearance of polite and courteous employees. Reliability is that officers provide services quickly, accurately and satisfactorily. In this dimension there are problems related to the slow speed in providing services. Responsiveness concerns the attitude of officers who are responsive in this case there are still problems related to the responsiveness of employees who are not fast in handling. Assurance guarantees a safe and risk-free service. Empathy, including the ease with which employees can establish good communication relationships, concern and understand the needs of service recipients.