Persepsi kepuasan masyarakat terhadap pelayanan publik di Kantor Imigrasi Kelas 1 Malang / Amalia Rahma Dianti

Dianti, Amalia Rahma (2018) Persepsi kepuasan masyarakat terhadap pelayanan publik di Kantor Imigrasi Kelas 1 Malang / Amalia Rahma Dianti. Diploma thesis, Universitas Negeri Malang.

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Abstract

RINGKASAN Dianti, Amalia Rahma. 2017. Persepsi Kepuasan Masyarakat Terhadap Pelayanan Publik Di Kantor Imigrasi Kelas I Malang. Skripsi, Jurusan Hukum dan Kewarganegaraan. Fakultas Ilmu Sosial, Universitas Negeri Malang. Pembimbing: (I) Dr. Sri Untari, M.Si. (II) Dr. H. Edi Suhartono, SH., M.Pd. Kata Kunci: Persepsi, Kepuasan Masyarakat, Pelayanan Publik Pemerintah berkewajiban memberikan pelayanan publik kepada masyarakat untuk memenuhi kebutuhan hidupnya, baik kebutuhan barang maupun jasa. Pemerintah dalam memberikan pelayanan publik senantiasa perlu melakukan evaluasi dan benah diri. Maka dari itu perlu disusun indeks kepuasan masyarakat sebagai tolok ukur melakukan evaluasi dan benah diri. Dengan disusunnya indeks kepuasan masyarakat dapat diketahui persepsi kepuasan masyarakat dan unsur pelayanan publik yang perlu diperbaiki dan ditingkatkan kualitas pelayanannya.Kantor Imigrasi Kelas I Malang memberikan pelayanan publik di bidang keimigrasian berupa penerbitan paspor dan visa. Tidak terkecuali bagi Kantor Imigrasi Kelas I Malang untuk menyusun indeks kepuasan masyarakat sebagai tolok ukur melakukan evaluasi dan benah diri. Maka dari itu perlu disusun penelitian untuk mengetahui persepsi kepuasan masyarakat terhadap proses pelayanan publik di Kantor Imigrasi Kelas I Malang. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kuantitatif. Data penelitian berupa angka dari hasil kuesioner yang dijelaskan dalam bentuk kalimat, sehingga diperoleh deskripsi hasil penelitian.Teknik analisis penelitian ini menggunakan analisis indeks kepuasan masyarakat yang berpedoman pada Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 25 Tahun 2004 tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah.Sampel penelitian berjumlah 150 responden yang merupakan pengguna layanan di Kantor Imigrasi Kelas I Malang. Pengumpulan data dilakukan dengan cara observasi, dokumentasi, dan lembar kuesioner. Berdasarkan hasil penelitian, proses pelayanan publik di Kantor Imigrasi Kelas I Malang telah sesuai dengan visi, misi, moto, dan janji layanan. Persepsi kepuasan masyarakat terhadap pelayanan publik di Kantor Imigrasi Kelas I Malang mendapatkan nilai indeks kepuasan masyarakat sebesar 3,08235 dengan nilai konversi indeks kepuasan masyarakat sebesar 77,0587.Hal ini menunjukkan bahwa kantor imigrasi berada pada kategori baik dengan perolehan nilai konversi indeks kepuasan masyarakat yang termasuk dalam nilai interval konversi IKM 62,51 ÔÇô 81,25 dengan mutu pelayanan B atau baik. Saran bagi Kantor Imgirasi Kelas I Malang adalah dengan meningkatkan kepastian jadwal pelayanan terutama pada tahap wawancara, perekaman sidik jari, dan foto. Meningkatkan sosialisasi pendaftaran antrean online. Penambahan informasi pengambilan paspor dimulai jam 10.00 dan bagi lansia serta balita tidak perlu mendaftar antrean online dalam penerbitan paspor. Selain itu juga menambah lahan parkir kendaraan roda empat. SUMMARY Dianti, Amalia Rahma. 2017. Perception of SocietiesÔÇÖ Satisfaction towards Public Service in the Immigration Office of Class I Malang. Undergraduate Thesis, Department of Law and Civics, Faculty of Social Science, State University of Malang. Supervisors: (I) Dr. Sri Untari, M.Si. (II) Dr. H. Edi Suhartono, SH., M.Pd. Keywords: Perception, SocietiesÔÇÖ Satisfaction, Public Service The government is compulsory to give public service to the society in fulfilling their daily needs either it is goods or service needs. To give the service, the government requires to do evaluation and improvement. Therefore, it is required to arrange index of societiesÔÇÖ satisfaction as the measurement of doing evaluation and improvement. Hence, it is able to find out the perception of societiesÔÇÖ satisfaction and public service unsures that should be improved in terms of its quality. Immigration Office of Class I Malang gives public service focusing on immigration in terms of publishing passport and visa. There is no exception for Immigration Office of Class I Malang which also should create index of societiesÔÇÖ satisfaction as the measurement of doing evaluation and improvement. As a result, it is essential to conduct a study to find out perception of societiesÔÇÖ satisfaction towards the public service process in the Immigration Office of Class I Malang. This study is a descriptive research by using quantitative approach. The research data is in the form of numbers resulted through questionnaires which are explained in the form of sentences, so that it obtains description of research findings. The analysis technique used in this study is analysis of societiesÔÇÖ satisfaction analysis that is oriented to Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 25 Tahun 2004 tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah. The samples of this study are 150 respondents which are service users in Immigration Office of Class I Malang. The data collection is conducted by using observation, documentation, and questionnaires sheets. According to the research findings, process of public service in Immigration Office of Class I Malang had been in line to vision, mission, motto, and service pledge. The perception of societiesÔÇÖ satisfaction towards public service in Immigration Office of Class I Malang obtained index value of societiesÔÇÖ satisfaction which was 3.08235 by the value of index conversion i.e. 77.0587. It showed that the immigration office was in good category and the results of societiesÔÇÖ satisfaction index conversion value which belonged to conversion interval value of IKM62.51 ÔÇô 81.25 with the service grade of B or good category. The suggestion is delivered to the Immigration Office of Class I Malang which is expected to improve the certainty of service schedule in interview, finger print record, and photos stages. Besides, it is recommended to do socialization of online registration. The additional of information related to the passport is started at 10.00. For elderly and toodlers are not required to register via online to do passport publishing. Besides, it is recommended for the office to add parking area for four wheels vehicles.

Item Type: Thesis (Diploma)
Subjects: ?? ??
Divisions: Fakultas Ilmu Sosial (FIS) > Jurusan Hukum dan Kewarganegaraan (HKn) > S1 Pendidikan Pancasila dan Kewarganegaraan (PPKn)
Depositing User: Users 2 not found.
Date Deposited: 20 Apr 2018 04:29
Last Modified: 09 Sep 2018 03:00
URI: http://repository.um.ac.id/id/eprint/52288

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