Implementasi Kualitas Pelayanan Publik pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Pesisir Barat

Pajrina, Dwi Meitya (2023) Implementasi Kualitas Pelayanan Publik pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Pesisir Barat. Sarjana (S1) thesis, STIE Tri Bhakti.

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Abstract

This study aims to determine the causes of the decline in the quality of public services and the inhibiting factors for public services at the Investment and One-Stop Services Office (DPMPTSP) of Pesisir Barat Regency. This research is a descriptive, namely research that aims to describe and describe events and phenomena that occur in the field and present data in a systematic, factual and accurate manner regarding facts or phenomena that occur in the field. Data collection techniques were carried out by observation, interviews and documentation techniques. The research informants in this study were 1 Head of Services as a key informant, 1 service officer and 6 community service users as supporting informants. Data analysis in this study consisted of data reduction, data presentation, and drawing conclusions. Checking the validity of the data is done by triangulation of sources. The results of the study show that the cause of the decline in the quality of public services is due to the lack of implementation of them in accordance with service standards. The indicators that have not run according to service standards are (1) Tangible dimensions (physical evidence), namely the inconvenience of service places including incomplete facilities and infrastructure. (2) The dimension of reliability (reliability), namely the lack of expertise by employees in using service tools. (3) the dimension of empathy (empathy), namely the unfriendliness of employees in the service process. The most dominant inhibiting factor in the implementation of public services is the problem of the quality of human resources, the lack of coordination with the district government and the limited facilities and infrastructure. It is hoped that DPMPTSP can improve service quality from the dimensions of tangible, reliability, and empathy to support quality and better public services.

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