AKTIVITAS HUMAS PEMERINTAH BADAN KEPEGAWAIAN NEGARA (BKN) PUSAT DALAM PELAYANAN PUBLIK

INDAH PERMATA ARYANI, . (2024) AKTIVITAS HUMAS PEMERINTAH BADAN KEPEGAWAIAN NEGARA (BKN) PUSAT DALAM PELAYANAN PUBLIK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

	Text COVER.pdf Download (1MB)
	Text BAB 1.pdf Download (499kB)
	Text BAB 2.pdf Restricted to Registered users only Download (513kB) | Request a copy
	Text BAB 3.pdf Restricted to Registered users only Download (368kB) | Request a copy
	Text BAB 4.pdf Restricted to Registered users only Download (1MB) | Request a copy
	Text BAB 5.pdf Restricted to Registered users only Download (214kB) | Request a copy
	Text DAFTAR PUSTAKA.pdf Download (553kB)
	Text LAMPIRAN.pdf Restricted to Registered users only Download (1MB) | Request a copy

Abstract

Humas Badan Kepegawaian Negara (BKN) Pusat memainkan peran penting dalam pelayanan publik, khususnya dalam membangun citra positif dan kepercayaan masyarakat terhadap lembaga pemerintah. Meski telah tersedia berbagai kanal pengaduan seperti SP4N Lapor!, Helpdesk Call Center, Pelayanan Terpadu Satu Pintu, serta aktif di media sosial, survei Ombudsman RI di 39 kementerian dan lembaga, 34 provinsi, serta 514 kabupaten dan kota mengungkapkan bahwa pelayanan publik di Indonesia masih menghadapi tantangan, termasuk keterbatasan dalam tanggapan, kepatuhan standar, dan transparansi informasi. Penelitian ini bertujuan untuk mengetahui bagaimana aktivitas Humas Pemerintah Badan Kepegawaian Negara (BKN) Pusat dalam melakukan pelayanan publik. Penelitian ini menggunakan Excellence Theory dari James E. Grunig yang membahas standar ideal dan efektivitas kinerja kehumasan. Berdasarkan teori ini, terdapat 10 prinsip excellence sebagai prasyarat agar humas efektif dalam mendukung tujuan organisasi, serta empat model kehumasan pemerintah: press agentry/publicity, public information, two-way asymmetric, dan two-way symmetric communication. Penelitian ini menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif, dan paradigma konstruktivisme. Pemilihan subjek penelitian melalui teknik purposive sampling dengan 3 informan, yang terdiri dari Pranata Hubungan Masyarakat Madya, Pranata Humas Ahli Muda, dan Analis Pelayanan Publik. Pengumpulan data dilakukan melalui wawancara, observasi, dan dokumentasi. Penelitian ini menggunakan analisis data model interaktif dari Miles dan Huberman, serta keabsahan data menggunakan triangulasi sumber. Hasil penelitian ini menunjukkan bahwa aktivitas Humas Pemerintah di lingkungan Badan Kepegawaian Negara (BKN) Pusat dalam pelayanan publik telah berupaya menyampaikan informasi secara akurat dan transparan, membangun hubungan positif dengan masyarakat melalui komunikasi dua arah, serta secara aktif mengelola kanal pengaduan masyarakat. Selain itu, Humas BKN Pusat juga berkoordinasi dengan pihak terkait dan pimpinan untuk mendukung pengambilan kebijakan yang bertujuan meningkatkan kualitas pelayanan publik dan merespons dinamika masyarakat. Hal ini memengaruhi efektivitas aktivitas Humas BKN Pusat dalam menjalankan pelayanan publik secara optimal. Kesimpulan dari penelitian ini yaitu Aktivitas Humas Pemerintah Badan Kepegawaian Negara (BKN) Pusat telah melakukan pelayanan publik dengan mengacu pada model kehumasan pemerintah. Walaupun mempunyai berbagai macam tantangan, Humas BKN terus berupaya untuk mengatasi dan berupaya yang terbaik dalam melakukan pelayanan publik. ***** Public Relations of the Central State Civil Service Agency (BKN) plays an important role in public services, especially in building a positive image and public trust in government institutions. Although various complaint channels have been available such as SP4N Lapor!, Helpdesk Call Center, One-Stop Integrated Service, and are active on social media, a survey by the Indonesian Ombudsman in 39 ministries and institutions, 34 provinces, and 514 districts and cities revealed that public services in Indonesia still face challenges, including limitations in response, compliance with standards, and transparency of information. This study aims to determine how the Public Relations activities of the Central State Civil Service Agency (BKN) are in carrying out public services. This study uses the Excellence Theory from James E. Grunig which discusses the ideal standards and effectiveness of public relations performance. Based on this theory, there are 10 principles of excellence as prerequisites for effective public relations in supporting organizational goals, as well as four models of government public relations: press agentry/publicity, public information, two-way asymmetric, and two-way symmetric communication. This study uses a qualitative approach with a descriptive research type, and a constructivism paradigm. The selection of research subjects through purposive sampling techniques with 3 informants, consisting of Middle Public Relations Officers, Young Expert Public Relations Officers, and Public Service Analysts. Data collection was carried out through interviews, observations, and documentation. This study uses interactive model data analysis from Miles and Huberman, and data validity using source triangulation. The results of this study indicate that the activities of Government Public Relations within the Central State Civil Service Agency (BKN) in public services have attempted to convey information accurately and transparently, build positive relationships with the public through two-way communication, and actively manage public complaint channels. In addition, the Central BKN Public Relations also coordinates with related parties and leaders to support policy making aimed at improving the quality of public services and responding to community dynamics. This affects the effectiveness of the Public Relations activities of the Central BKN in carrying out public services optimally. The conclusion of this study is that the Public Relations Activities of the Central State Civil Service Agency (BKN) have carried out public services by referring to the government's public relations model. Despite having various challenges, BKN Public Relations continues to strive to overcome and do its best in carrying out public services.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Wiratri Anindhita, M.Sc. ; 2). Dr. Dini Safitri, S.Sos., M.Si
Subjects:	Ilmu Sosial > Komunitas Sosial, Ras dan Kelompok Ilmu Sosial > Komunikasi
Divisions:	FIS > S1 Ilmu Komunikasi
Depositing User:	Indah Permata Aryani .
Date Deposited:	28 Feb 2025 01:00
Last Modified:	28 Feb 2025 01:00
URI:	http://repository.unj.ac.id/id/eprint/53821

Actions (login required)

View Item