Persepsi Masyarakat terhadap Kualitas Pelayanan Publik oleh Badan Pelayanan Perizinan Terpadu Kota Tegal

Ibrohim Aji, Wahyudi Kumorotomo

2016 | Skripsi | Manajemen dan Kebijakan Publik (dh. Ilmu Administrasi Negara)

Abstrack : The problems are studied in this thesis is quality of licensing services that have been implemented by Integrated Licensing Service Agency Tegal in order to improve quality of public services to people in Tegal. The purpose of this study is determine quality of public services that have been performed by Integrated Licensing Service Agency Tegal. Data collection method which used in this study is based on survey and documentation. The instruments in this study which used for collecting data in this survey are index of society statisfaction in questionnaires form which have to filled out or asked to each respondent which consists of nine element including the requirements, procedures, time of service, cost of service, service delivery outcomes, competency of implementor, behavior of implementor, intimation of service, and also the handling of complaints, suggestions and feedback. The method which used in this study is The Decree of the Minister of Administrative Reform and Reform Bureaucracy No. 14 of 2014 regarding General Guidelines society Satisfaction Index. Respondents in this study include people who come to Integrated Licensing Service Agency Tegal with total 100 respondents. Based on result of survey to 100 respondents, the ninth element in index of society statisfaction licensing services provided by Integrated Licensing Service Agency Tegal obtained value 3.0833 which indicates a good value in quality of public services. Key Word : index of society statisfaction, Public, Service

Kata Kunci : Pelayanan Umum; Pelayanan Publik