MUFTI AHMAD ABDULLAH, . (2021) KUALITAS PELAYANAN ADMINISTRASI DI KANTOR SUKU DINAS PENDIDIKAN WILAYAH 1 JAKARTA TIMUR. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Tujuan penelitian ini mendeskripsikan kualitas pelayanan administrasi serta untuk mendeskripsikan beberapa aspek sebagai berikut: 1) Kualitas fasilitas fisik pelayanan,2) Daya tanggap (Responsiveness), 3) Kehandalan (reliability) dan kemampuan pegawai, 4) Penjaminan (assurance) pelayanan administrasi, 5) Empati (empathy) dan kepedulian pegawai. Pada penelitian ini, peneliti menggunakan pendekatan penelitian kualitatif dengan metode penelitian deskriptif. Hasil penelitian menunjukkan bahwa selama ini penyelenggaraan pelayanan administrasi di Suku Dinas Pendidikan Wilayah 1 Jakarta Timur terbukti berkualitas. Hal tersebut dibuktikan dengan pelayanan administrasi kepada pengguna jasa dengan sarana dan prasarana yang layak disertai dengan kelengkapan peralatan, serta ruangan pelayanan yang nyaman dan tersedianya kursi tunggu ditambah dengan pendingin ruangan dan kebersihan yang selalu terjaga, selanjutnya respon cepat juga diberikan kepada pengguna jasa, kemampuan pegawai yang sudah kompeten dalam mengoperasikan peralatan serta terjaminnya pelayanan yang diberikan di dukung juga dengan keramahan pegawai dalam memberikan pelayanan administrasi. Selain itu, pelayanan di Suku Dinas Pendidikan Wilayah 1 Jakarta Timur mengedepankan lima unsur pelayanan yaitu reliability, responsiveness, assurance, empathy, tangible. The purpose of this study to describe the quality of administrative services as well as to describe some aspects as follows: 1) The quality of the physical facilities of service, 2) responsiveness(responsiveness), Employee, 3) Reliability(reliability)and the ability of employees, 4) Assurance(assurance)administrative services, 5) Empathy(empathy)and caring employees In this study, researchers used a qualitative research approach with descriptive research methods. The results of the study indicate that so far the administration of administrative services in the District 1 Education Office of East Jakarta has proven to be of high quality. This is evidenced by administrative services to service users with proper facilities and infrastructure accompanied by complete equipment, as well as comfortable service rooms and the availability of waiting chairs coupled with air conditioning and cleanliness that is always maintained, then a quick response is also given to service users, the ability of employees who are competent in operating the equipment and ensuring the services provided are also supported by the friendliness of the employees in providing administrative services. In addition, services at the East Jakarta Regional 1 Education Sub-Department prioritize five service elements, namely reliability, responsiveness, assurance, empathy, tangible.
| Item Type: | Thesis (Sarjana) |
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| Additional Information: | 1). Prof. Dr. Neti Karnati, M. Pd ; 2). Dr. Matin, M. Pd |
| Subjects: | Manajemen > Manajemen Kantor, Organisasi |
| Divisions: | FIP > S1 Manajemen Pendidikan |
| Depositing User: | Users 12472 not found. |
| Date Deposited: | 06 Sep 2021 09:54 |
| Last Modified: | 08 Sep 2021 08:04 |
| URI: | http://repository.unj.ac.id/id/eprint/19398 |
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