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All Journal Journal of Artificial Intelligence and Digital Business Journal of Social Science and Business Studies
Hamungkasi, Istiaji Gatut
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Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Social Sciences

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Analysis of Public Service Quality at the Department of Industry and Trade of Biak Numfor Regency Hamungkasi, Istiaji Gatut; Amiruddin, Amiruddin; Utami, Ayu Kurnia; Djunaedi, Djunaedi
Journal of Social Science and Business Studies Vol. 3 No. 3 (2025): JSSBS
Publisher : Yayasan Gema Bina Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61487/jssbs.v3i3.182

Abstract

This study aims to determine the Quality of Public Services at the Industry and Trade Office of Biak Numfor Regency. To determine the factors that are obstacles to the Quality of Public Services at the Industry and Trade Office of Biak Numfor Regency. The type of research used is a qualitative descriptive research type in this approach. Qualitative descriptive is a type of research that aims to describe all types of existing conditions, be it natural phenomena or man-made events, the conditions in question can be like forms, activities, characteristics, relationships, changes, differences, and similarities. The results of the study indicate that the quality of service at the Industry and Trade Office of Biak Numfor Regency is seen from its measurement using 5 indicators of service quality as follows: Tangible indicator, Reliability indicator, Responsibility indicator, Assurance indicator, Empathy indicator, from the five indicators show positive results (good). However, in the Tangible indicator in the sub-indicator of employee punctuality in entering the office is still lacking in providing services, the Industry and Trade Office of Biak Numfor Regency opens at exactly 08.00. Wit but there are still employees who are late not in accordance with the service hours posted on the notice board and also the Responsibility indicator, there is a response to complaints from users of this service that is less than optimal. This can be seen from the minimal participation of service users in providing suggestions and criticisms of the services available at the Industry and Trade Office of Biak Numfor Regency. Factors that hinder the quality of service at the Industry and Trade Office of Biak Numfor Regency are lack of Competence of Human Resources of the Apparatus in carrying out service tasks in the field and lack of facilities and infrastructure. So, this is a factor that is an obstacle in the field in providing services at the Industry and Trade Service of Biak Numfor Regency.
Analisis Kualitas Pelayanan Publik pada Dinas Perindustrian dan Perdagangan Kabupaten Biak Numfor Hamungkasi, Istiaji Gatut; Amiruddin, Amiruddin; Utami, Ayu Kurnia; Djunaedi, Djunaedi
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 3 (2025): Agustus - October
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i3.2869

Abstract

Penelitian ini bertujuan untuk mengetahui kualitas pelayanan publik pada Dinas Perindustrian dan Perdagangan Kabupaten Biak Numfor, untuk mengetahui faktor - faktor yang menjadi hambatan dalam  kualitas pelayanan publik pada Dinas Perindustrian dan Perdagangan Kabupaten Biak Numfor. Jenis penelitian digunakan penelitian deskriptif kualitatif, yang bertujuan untuk menggambarkan segala jenis keadaan yang sudah ada, baik itu fenomena alami atau keadaan kejadian buatan manusia, kedaan yang dimaksud bisa seperti bentuk, aktivitas, karakteristik, hubungan, perubahan, perbedaan, dan kesamaan. Hasil penelitian menunjukkan bahwa kualitas pelayanan di Dinas Perindustrian dan Perdagangan Kabupaten Biak Numfor dilihat dari pegukurannya yaitu menggunakan 5 indikator kualitas pelayanan sebagai berikut: indikator Tangible, indikator Reability, indikator Responsibility, indikator Assurance, indikator Emphaty, dari kelima indikator tersebut menunjukkan hasil yang positif (baik). Namun pada indikator Tangible pada sub indikator ketepatan pegawai masuk kantor masih kurang dalam melakukan pelayanan, Dinas Perindustrian dan Perdagangan Kabupaten Biak Numfor buka tepat jam 08.00. WIT namun masih terdapat pegawai yang terlambat tidak sesuai dengan jam pelayanan yang terpasang di papan pengumuman dan juga indikator Responsibility, terdapat respon keluhan pengguna layanan ini kurang maksimal. Hal itu terlihat dari minimnya partisipasi pengguna layanan dalam memberikan saran dan kritik terhadap pelayanan yang ada di Dinas Perindustrian dan Perdagangan Kabupaten Biak Numfor. Faktor-faktor yang menjadi hambatan Kualitas pelayanan pada Dinas Perindustrian dan Perdagangan Kabupaten Biak Numfor yaitu kurangnya Kompetensi Sumber Daya Manusia  Aparatur dalam melaksanakan tugas pelayanan dilapangan dan kurangnya sarana dan prasarana. sehingga ini merupakan faktor yang menjadi hambatan dilapangan dalam melakukan pelayanan di Dinas Perindustrian dan Perdagangan Kabupaten Biak Numfor.
Co-Authors Amiruddin Amiruddin Djunaedi Djunaedi Utami, Ayu Kurnia