Pelayanan penerbitan izin mendirikan bangunan di Dinas Tata Ruang Kota Bekasi Tahun 2018

Lestari, Nafisa Amani (2019) Pelayanan penerbitan izin mendirikan bangunan di Dinas Tata Ruang Kota Bekasi Tahun 2018. Diploma thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

INDONESIA : Dinas Tata Ruang Kota Bekasi merupakan salah satu dinas yang menyediakan pelayanan publik, terutama pelayanan penerbitan izin mendirikan bangunan. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan publik yang diberikan oleh pegawai kepada masyarakat sebagai pengguna pelayanan. Teori yang digunakan menggunakan teori Zeithaml, Parasuraman, dan Berry (1990) dalam Dwiyanto (2012: 53) mengemukakan bahwa pelayanan publik yang baik dapat dilihat melalui aspek fisik pelayanan yang diberikan, seperti tersedianya gedung pelayanan yang representatif, fasilitas pelayanan berupa televisi, ruang tunggu yang nyaman, peralatan pendukung yang memiliki teknologi canggih, misalnya computer, penampilan aparat yang menarik dimata pengguna jasa, seperti seragam dan aksesoris, serta berbagai fasilitas kantor pelayanan yang memudahkan akses pelayanan bagi masyarakat. Penelitian ini adalah penelitian deskriptif dengan pendekatan kualitatif. Penelitian deskriptif kualitatif merupakan penelitian yang bertujuan untuk menggambarkan dan mendeskripsikan peristiwa maupun phenomena yang terjadi di lapangan dan menyajikan data tersebut secara sistematis, faktual dan akurat mengenai fakta atau phenomena yang tejadi di lapangan. Pengumpulan data dengan menggunakan teknik, observasi, wawancara dan dokumentasi. Teknik Sampling menggunakan teknik Snow Ball. Hasil penelitian ini menunjukan bahwa pelayanan publik yang diberikan sudah menerapkan dimensi Tangible, Reliability, Responsiviness, Assurance, dan Emphaty beserta indikatornya. Namun pelayanan yang diberikan oleh pegawai di Dinas Tata Ruang Kota Bekasi masih belum optimal. Ada beberapa indikator yang belum berjalan optimal, seperti indikator dari dimensi Tangible dan dimensi Responsiviness. Hal yang belum optimal dari dimensi tangible adalah dari penampilan pegawai, pakaian yang digunakan pegawai tidak seragam sehingga memberikan kesan yang kurang baik dimata pengguna layanan. Dan dari dimensi responsiviness adalah kecepatan waktu pelayanan penerbitan izin mendirikan bangunan masih belum sesuai dengan waktu yang telah ditetapkan sebelumnya. Namun ada beberapa indikator yang sudah sesuai dengan apa yang dibutuhkan dan diharapkan oleh masyarakat yaitu dari dimensi reliability, assurance, dan dimensi emphaty. Faktor pendukung pelayanan publik adalah semangat yang diberikan oleh pegawai satu sama lain, dan menamankan kesadaran akan tanggung jawab yang harus dijalankan, sedangkan faktor yang menghambat adalah persyaratan yang diberikan penggua layanan kurang lengkap sehingga menghambat proses penerbitan izin mendirikan bangunan tersebut. ENGLISH : The Bekasi City Spatial Planning Office is one of the services that provides public services, especially the service of issuing building permits. This study aims to determine the quality of public services provided by employees to the public as service users. The theory used by the theory of Zeithaml, Parasuraman, and Berry (1990) in Dwiyanto (2012: 53) suggests that good public services can be seen through the physical aspects of services provided, such as the availability of representative service buildings, service facilities in the form of television, waiting rooms convenient, supporting equipment that has advanced technology, such as computers, the appearance of apparatus that attracts the eyes of service users, such as uniforms and accessories, as well as various service office facilities that facilitate access to services for the community. This research is a descriptive study with a qualitative approach. Qualitative descriptive research is a study that aims to describe and describe events and phenomena that occur in the field and present the data systematically, factually and accurately regarding facts or phenomena that occur in the field. Data collection using techniques, observation, interviews and documentation. Sampling techniques use the Snow Ball technique. The results of this study indicate that the public services provided have applied the dimensions of Tangible, Reliability, Responsiviness, Assurance, and Emphaty along with the indicators. However, the services provided by employees at the Bekasi City Spatial Planning Office are still not optimal. There are several indicators that have not run optimally, such as indicators from the Tangible dimension and the Responsiviness dimension. The thing that is not optimal from the tangible dimension is from the appearance of employees, the clothes used by employees are not uniform so that it gives a bad impression in the eyes of service users. And from the dimension of responsiviness is the speed at which the service for issuing building permits is still not in accordance with the predetermined time. However, there are several indicators that are in accordance with what is needed and expected by the community, from the dimensions of reliability, assurance, and empathy dimensions. Supporting factors for public service are the enthusiasm given by employees to each other, and ensuring awareness of the responsibilities that must be carried out, while the inhibiting factor is that the requirements given by service providers are incomplete, thus hampering the process of issuing the building permit.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Pelayanan Publik; Penerbitan Izin; Dinas Tata Ruang; Bekasi Public Services; Permit Issuance; Spatial Planning Service; Bekasi;
Subjects: Public Administration
Social Welfare, Problems and Services
Social Welfare, Problems and Services > Problems and Services to Other Groups
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Negara
Depositing User: nafisa amani lestari
Date Deposited: 10 Oct 2019 06:40
Last Modified: 10 Oct 2019 06:40
URI: http://digilib.uinsgd.ac.id/id/eprint/25210

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