PENGARUH ELEMEN INOVASI TERHADAP KUALITAS PELAYANAN PUBLIK PADA UNIT PELAYANAN UJI KENDARAAN BERMOTOR DI DINAS PERHUBUNGAN KABUPATEN TEGAL
DIYAN WIDYANINGSIH, Prof. Ir. Siti Malkhamah, M.Sc., Ph.D ; Dr. Dewi Haryani Susilastuti, M. Sc
2023 | Tesis | S2 Mag.Studi Kebijakan
Menggunakan metode kualitatif, tesis ini bertujuan untuk mendeskripsikan dan menganalisis pengaruh elemen inovasi terhadap kualitas pelayanan publik dengan memanfaatkan teknologi informasi di Unit Pelaksana Pengujian Kendaraan Bermotor Dinas Perhubungan Kabupaten Tegal dengan pendekatan good governance. Elemen yang digunakan pada tesis ini antara lain Sumber Daya Manusia, Sarana dan praasarana, komitmen pimpinan dan kemauan untuk berubah dari seluruh anggota organisasi. Data dikumpulkan melalui wawancara mendalam, focus group discussion, observasi dan dokumentasi.
Penelitian ini menyimpulkan bahwa pelayanan uji kendaraan bermotor di UPPKB Kabupaten Tegal berjalan dengan baik. Meskipun demikian, pelayanan jasa uji kendaraan bermotor di UPPKB Kabupaten Tegal masih membutuhkan beberapa perbaikan dan peningkatan kualitas pelayanan khususnya pada aspek sarana dan prasarana pendukung bagi pengguna layanan, serta meningkatkan kualitas Sumber Daya Manusia khususnya bagi petugas teknis penguji kendaraan bermotor.
Key
words: public service, public service quality, innovation, service innovation
based on information technology
Using
qualitative methods, this thesis aims to describe and analyze the influence of
innovation elements on the quality of public services by utilizing information
technology at Vehicle Inspection Unit of Tegal Regency Departement of
Transportation with a good governance approach. The elements used in this
thesis include Human Resources, Facilities and infrastructure, leadership
commitment and willingness to change from all members of the organization. Data
was collected through in-depth interviews, focus group discussions,
observations and documentation. This thesis
concluded that the vehicle inspection service at UPPKB Tegal Regency was
running well. However, motor vehicle inspection services at UPPKB Tegal Regency
still need some improvements and improvements in service quality, especially in
the aspects of supporting facilities and infrastructure for users, as well as
improving the quality of Human Resources, especially for vehicles inspector. Key words: public service, public service
quality, innovation, service innovation based on information technology
Kata Kunci : public service, public service quality, innovation, service innovation based on information technology
