Kualitas pelayanan prima Kantor Kecamatan Jebres Kota Surakarta - Siti Malikhah; Hery Sawiji (Program Studi Pendidikan Administrasi perkantoran FKIP UNS, 2024)
Abstrak: Penelitian ini dilatarbelakangi kasuistik terkait penerapan pelayanan prima di Kantor Kecamatan Jebres ditinjau dari dimensi kualitas pelayanan prima yang dipopulerkan oleh Parasuraman yaitu ServQual. Tujuan penelitian ini untuk mendeskripsikan terkait kualitas pelayanan prima di Kantor Kecamatan Jebres mengacu pada (1) penerapan pelayanan prima di Kantor Kecamatan Jebres; (2) hambatan dalam implementasi pelayanan prima di Kantor Kecamatan Jebres; (3) upaya yang dilakukan Kantor Kecamatan Jebres dalam meningkatkan pelayanan prima. Penelitian ini menggunakan metode kualitatif. Adapun teknik pengumpulan data meliputi wawancara, observasi, dan analisis dokumen. Teknik uji validitas yang digunakan yaitu triangulasi teknik dan sumber. Data dianalisis menggunakan model analisis interaktif Miles dan Huberman meliputi pengumpulan data, reduksi data, penyajian data, dan kesimpulan. Hasil penelitian menyimpulkan bahwa (1) penerapan pelayanan prima ditinjau dari kelima dimensi kualitas pelayanan prima yaitu dimensi tangible, reliability, responsiveness, assurance, dan empathy; (2) hambatan dalam implementasi pelayanan prima di Kantor Kecamatan Jebres yaitu keterbatasan jumlah sumber daya manusia dan kurangnya kesadaran pegawai dalam penerapan pelayanan prima; (3) upaya yang dilakukan untuk menunjang pelayanan prima di Kantor Kecamatan Jebres mencakup koordinasi dengan BKPSDM terkait kekurangan SDM, pelatihan front office, Pemantauan dan Evaluasi Kinerja Penyelenggaraan Pelayanan Publik (PEKPP), standarisasi ISO 9001:2015, dan penanganan aduan. Kata kunci: kualitatif; kualitas pelayanan; pelayanan prima; pelayanan publik; ServQualAbstract: This research is based on casuistry regarding the implementation of excellent service at the Jebres District Office in terms of the dimensions of excellent service quality popularized by Parasuraman, namely ServQual. The aim of this research is to describe the quality of excellent service at the Jebres District Office referring to (1) the implementation of excellent service at the Jebres District Office; (2) obstacles in implementing excellent service at the Jebres District Office; (3) efforts made by the Jebres District Office to improve excellent service. This study uses a qualitative method. The data collection techniques include interviews, observation and document analysis. The validity testing technique used is triangulation of techniques and sources. Data were analyzed using Miles and Huberman's interactive analysis model including data collection, data reduction, data presentation and conclusions. The research results concluded that (1) the implementation of excellent service is seen from the five dimensions of excellent service quality, namely the tangible, reliability, responsiveness, assurance and empathy dimensions; (2) obstacles in implementing excellent service at the Jebres District Office, namely the limited number of human resources and lack of employee awareness in implementing excellent service; (3) Efforts made to support excellent service at the Jebres District Office include coordination with BKPSDM regarding human resource shortages, front office training, Monitoring and Evaluation of Public Service Delivery Performance (PEKPP), ISO 9001:2015 standardization, and handling complaints. Keywords: excellent service; public service, ServQual; service quality; qualitative