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Kasmudin Mustapa
Program Studi Pendidikan Kimia, FKIP, Universitas Tadulako, Indonesia
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Journal : Paradigma Journal of Administration

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Analisis Kualitas Pelayanan Publik di Badan Kepegawaian Dan Pengembangan Sumber Daya Manusia Daerah Kota Makassar Herianto, Herianto; Juharni, Juharni; Mustapa, Zainuddin
Paradigma Journal of Administration Vol. 2 No. 2 (2024): Paradigma Journal of Administration, Desember 2024
Publisher : Postgraduate Bosowa University Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35965/pja.v2i2.5148

Abstract

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik yang dilaksanakan oleh Kepegawaian dan Pengembangan Sumber Daya Manusia (BKPSDM) Kota Makassar serta faktor-faktor yang menghambat kualitas pelayanan tersebut. Metode yang digunakan dalam penelitian ini adalah analisis deskriptif kualitatif dengan pendekatan kualitatif, yang menggambarkan subjek dan objek penelitian melalui observasi dan wawancara mendalam. Penelitian ini dilaksanakan di Kantor BKPSDM Kota Makassar, dengan sumber data primer dan sekunder yang diperoleh dari tujuh informan. Teknik pengumpulan data meliputi observasi, wawancara, serta kajian dokumen dan literatur secara komprehensif sesuai dengan rumusan masalah. Hasil penelitian menunjukkan bahwa kualitas pelayanan di BKPSDM Kota Makassar sudah sangat baik, dengan program-program yang mengacu pada aturan dan ketentuan yang berlaku. Pelayanan tersebut memenuhi dimensi Tangibles (ketampakan fisik), Reliability (kehandalan), Responsiveness (tanggapan), Assurance (jaminan), dan Empathy (empati), sehingga pelayanan di BKPSDM Kota Makassar disukai oleh masyarakat. Namun, terdapat beberapa faktor yang menjadi penghambat kualitas pelayanan, di antaranya kurangnya sosialisasi mengenai prosedur pelayanan, kendala waktu, jaringan, dan pembaruan sarana. Selain itu, kesadaran masyarakat yang masih kurang untuk mengurus administrasi secara tepat waktu juga menyebabkan antrian pelayanan yang panjang. This research aims to analyse the quality of public services implemented by the Regional Human Resources Development and Staffing Agency (BKPSDM) Makassar City and the factors that hinder the quality of these services. The method used in this research is descriptive qualitative analysis with a qualitative approach, which describes the subject and object of research through observation and in-depth interviews. This research was conducted at the Makassar City BKPSDM Office, with primary and secondary data sources obtained from seven informants. Data collection techniques include observation, interviews, and comprehensive document and literature review in accordance with the problem formulation. The results showed that the quality of service at BKPSDM Makassar City is very good, with programmes that refer to the applicable rules and regulations. The service fulfils the dimensions of Tangibles (physical appearance), Reliability, Responsiveness, Assurance, and Empathy, so that services at BKPSDM Makassar City are favoured by the community. However, there are several factors that hinder service quality, including the lack of socialisation of service procedures, time constraints, networks, and facility updates. In addition, the lack of public awareness to take care of administration in a timely manner also causes long service queues.
Co-Authors AA Sudharmawan, AA Abdul Hakim Abdul Wahab Syakhrani Achmad, Nur Aisyiyah Afadil Agus Nasir, Agus Agustin Tiwow Aharudin Aharudin Ahmar, Ansari Saleh Ahyar, Aditya Kurniawan Al Gifary, Muhammad Amiruddin Hatibe Anang Wahid M.Diah Anna Kurnia Arfiani, Arfiani Arnes Yuli Vandika Atti Yudiernawati, Atti Azizah Azizah Azzajjad, Muhammad Fath Daud Karel Walanda Daud, Penisia Detris Poba Detris Poba Dewi Satria Ahmar Diah, Anang W. M. Dian Puspita Sari Diana Natalia Doranggi, Selvina Efi Pujianti Puspita Dewi Ein Berkat Ering, Novita Septiani Esterlina Marpaung, Meida Esther Hesline Palandi Fardiana, Fardiana Fikran Fikran Fitri Nurhayati Hadenan Towpek Hajerina, Hajerina Hanisa, Siti hardianti hardianti Haslinda, Andi Hasmawati Hasmawati Hayyatun Mawaddah Herianto Herianto Ijirana Indah Suciati Indasari, Indasari Irwan Irwan Iyan Nurdiyan Haris Juharni, Juharni Jujuk Ferdianto Kifli, Moh. Kokou, Rizka Kurniawati Lahamado, Olfiana T. Lationo, Mahdayanti Latupeirisa, Veronica Purnama Sari Lewapadang, Mutiara Lisa N. M. Sakaria Lumentut, Regina S. Magfirah Magfirah Magfirah, Magfirah Mbosisi, Sifra Bertin Minarni Rama Jura Minarni Rama Jura Minarni Rama Jura Minarni Rama Jura Minarni Rama Jura Minarni Ramajura Muh Junaidi Muhammad Agus Muljanto Muslimah Muslimah Nanda Aprilia Lampasio Ni Nengah Leni Lestari Nina Mardiana (F01108057) Novianti, Muli Novianty Djafri Nur Azizah Nur Fadhilatu Rahmah, Nur Fadhilatu Nur Rahmawati Nurafni Nurafni Nurasiah Nurasiah Nurida Nurida Nurida Nurida, Nurida Nurkaidah, Nurkaidah Nursupiamin Nursupiamin, Nursupiamin Oktoreza, Yayuk Mentari Rahayul Panontji, Putri Ningsi A. Paputungan, Vinky Livari Paulus Hengky Abram Permata Fonna Purnama Ningsih Ratman Ratman Ratman Ratman Ratman Ratman Ratman Ratman Ratman Ratman Ratman Reny, Reny Restyani, Restyani Rina Andriana Rizky, Amalia Rusmawati, Retno Danu Sadimo, Mariskian M. Salsabila, Unik Hanifah Sinta Reski Siti Hajar Siti Nuryanti Siti S. K. Pandjo Sitti Rahmawati Soetam Rizky Wicaksono Sore, Udin B. Sri Hastuti Sri Hastuti Virgianti Pulukadang Sri Mulyani Sri Mulyani Sabang Sudarmo, I Gede Suheria, Suheria Suherman Suherman Suparman Arif Syaiful M Syamsul Arifin Tompo, Natsir Tri Santoso Tri Ulandari Astaring Virgianti Pulukadang, Sri Hastuti Wahda Nur Alisa Wahyuni H. Mailili Warsito, Joko Yulianti Siako Yulinda, Lika Yusdin Gagaramusu Zaenab