PELAYANAN PENGADUAN KARTU JAKARTA PINTAR (KJP) PLUS DI PUSAT PELAYANAN PENDANAAN PERSONAL DAN OPERASIONAL PENDIDIKAN (P4OP) DINAS PENDIDIKAN DKI JAKARTA BERBASIS PELAYANAN PRIMA

SEPTINA DWI NINGRUM, . (2024) PELAYANAN PENGADUAN KARTU JAKARTA PINTAR (KJP) PLUS DI PUSAT PELAYANAN PENDANAAN PERSONAL DAN OPERASIONAL PENDIDIKAN (P4OP) DINAS PENDIDIKAN DKI JAKARTA BERBASIS PELAYANAN PRIMA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis pelaksanaan pelayanan pengaduan KJP Plus di P4OP Dinas Pendidikan DKI Jakarta berdasarkan konsep keberhasilan pelayanan prima A6 yaitu: Sikap (Attitude), Perhatian (Attention), Tindakan (Action), Kemampuan (Ability), Penampilan (Appearance), dan Tanggung jawab (Accountability). Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif. Pengumpulan data dilakukan melalui wawancara, observasi, dan studi dokumentasi. Informan penelitian ini meliputi Kepala Satuan Pelaksana Pendanaan Personal P4OP Dinas Pendidikan DKI Jakarta, satu staf kepegawaian, empat staf pelayanan pengaduan P4OP, dan lima penerima layanan pengaduan P4OP Dinas Pendidikan DKI Jakarta. Hasil penelitian yang diperoleh menunjukkan bahwa pelayanan pengaduan yang diberikan oleh P4OP Dinas Pendidikan DKI Jakarta sebagian besar telah memberikan pelayanan prima, hal ini dibuktikan berdasarkan hal berikut: (1) sikap pegawai pelayanan yang baik, ramah, sopan, dan sesuai dengan norma saat memberikan pelayanan. (2) Pegawai sudah menunjukkan perhatian penuh kepada masyarakat saat proses pelayanan berlangsung. (3) Setiap tindakan telah dilakukan dengan tepat dan cepat serta memberikan kemudahan. (4) Dalam memberikan pelayanan setiap pegawai sudah memiliki kemampuan yang baik dalam hal menerapkan prosedur pelayanan, beradaptasi, mendengarkan, berkomunikasi, dan mengoperasikan alat bantu. (5) Pegawai pelayanan memberikan pelayanan dengan penampilan yang rapi dan serasi. (6) Pegawai telah memberikan pelayanan kepada masyarakat dengan penuh tanggung jawab. Namun demikian, instansi tetap memerlukan peningkatan pelayanan yaitu berkaitan dengan sarana sebagai penunjang kegiatan pelayanan, membuat Standar Operasional Prosedur khusus untuk kegiatan pelayanan, dan penambahan sumber daya manusia. ***** This research aims to describe and analyze the implementation of KJP Plus complaint services at the DKI Jakarta Education Office P4OP based on the concept of excellent service success A6, namely: Attitude, Attention, Action, Ability, Appearance, and Acountability. This research uses a qualitative approach with descriptive methods. Data collection was conducted through interviews, observations, and documentation studies. The informants of this research include the Head of the P4OP Personal Funding Implementation Unit of the DKI Jakarta Education Office, one staff member, four P4OP complaint service staff, and five recipients of the DKI Jakarta Education Office P4OP complaint service. The results obtained show that the complaints service provided by the DKI Jakarta Education Office P4OP has mostly provided excellent service, this is evidenced by the following: (1) the attitude of service employees is good, friendly, polite, and in accordance with the norms when providing services. (2) Employees have shown full attention to the community during the service process. (3) Every action has been carried out precisely and quickly and provides convenience. (4) In providing services, each employee already has good abilities in terms of implementing service procedures, adapting, listening, communicating, and operating tools. (5) Service employees provide services with a neat and harmonious appearance. (6) Employees have provided services to the community with full responsibility. However, the agency still needs to improve services, namely related to facilities to support service activities, create Standard Operating Procedures specifically for service activities, and increase human resources.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Desi Rahmawati, M.Pd. ; 2). Prof. Dr. Nurhattati Fuad, M.Pd.
Subjects:	Pendidikan > Teori, Penelitian Pendidikan
Divisions:	FIP > S1 Manajemen Pendidikan
Depositing User:	Septina Dwi Ningrum .
Date Deposited:	06 Aug 2024 04:59
Last Modified:	06 Aug 2024 04:59
URI:	http://repository.unj.ac.id/id/eprint/48785

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