Kualitas Pelayanan Publik dalam Penerapan Kawasan Bebas Asap Rokok di PT. KAI Daop VI Yogyakarta.

ANUGRAHANI, Sesariani Arifenda, Nurul Dwi Purwanti

2014 | Skripsi | Manajemen dan Kebijakan Publik (dh. Ilmu Administrasi Negara)

ABSTRACT The development and the competition of mass transportation, particularly in landline starts be seen, especially in the area of Yogyakarta and the south Central Java. This case is a result of the increasing population and mobility of the people in those area which becomes more and more increased dramatically. It is hoped by the releasing of a Director Instruction on the Prohibition of Smoking in the Train, the service quality of the cleanliness in the PT. KAI Daop VI Yogyakarta will be improved. Director Instruction which is operated by PT. KAI Daop VI Yogyakarta, is a form of a service delivery which should be improved step by step through the application of Railways’s SPM (Minimum Service Standard). The method used in this research is a descriptive qualitative. The unit of the analysis in this research is an organization, that is PT. KAI Daop VI Yogyakarta, and it is supported by the informants of the service user. The data is acquired from two sources, they are primary data which is acquired when entering into the field and secondary data which is acquired from the outside of the field. Based on the result of this research, it can be known that the implementation of No Smoking Area in the PT. KAI Daop VI Yogyakarta still has many weaknesses, for example in the Human Resources; stakeholders; and service users side, while the service system has been good enough. Moreover, it can also be known that the quality of the service of the PT. KAI Daop VI Yogyakarta is still not optimal, for example the reliability, assurance, and empathy indicator, while the tangible and responsiveness indicator are good enough. The recommendations which are suggested to improve the quality are: creating a policy concerned with the recruitment of Human Resources Management, a procurement policy for the implementation of SOP’s for No Smoking Area, a continuation of socialization by holding the railfans community, and making a team to do a regulation evaluation periodically. Keywords: improvement of quality, railway service, no smoking area.

Kata Kunci : Birokrasi