Kualitas pelayanan publik :: Studi kasus pada Kantor Kecamatan Sukajadi Kota Pekanbaru

DESNIRIZA, Prof.Dr. Warsito Utomo

2004 | Tesis | Magister Administrasi Publik

Studi pendahuluan menunjukkan bahwa kualitas pelayanan di Kantor Kecamatan Sukajadi Kota Pekanbaru belum optimal. Hal ini menimbulkan permasalahan, mengapa kualitas pelayanan publik yang diselenggarakan oleh Kantor Kecamatan Sukajadi Kota Pekanbaru belum optimal? Penelitian ini bertujuan untuk mengetahui gambaran tentang berbagai persoalan dalam proses pelayanan publik di Kantor Kecamatan Sukajadi Kota Pekanbaru, dan untuk mengidentifikasi faktor-faktor yang mempengaruhi kualitas pelayanan publik di Kantor Kecamatan Sukajadi Kota Pekanbaru. Daha (2002) berpendapat bahwa kerjasama merupakan suatu hal yang penting dalam pencapaian tujuan organisasi. Tingkah laku adalah bentuk nyata suatu perbuatan untuk mencapai suatu yang diinginkan, baik berupa benda atau kepuasan tertentu (Nadler, 1979), sehingga kualitas pelayanan publik harus memperhatikan perilaku pemberi layanan maupun pengguna jasa. Aparatur dituntut mempunyai kemampuan baik berupa pengetahuan, ketrampilan, serta sikap perilaku yang memadai sesuai dengan tuntutan pelayanan sekarang ini (Handayaningrat, 1986). Etika mempersoalkan baik dan buruknya pelayanan (Widodo, 2001). Metode penelitian yang digunakan adalah metode deskriptif dengan tehnik pengumpulan data observasi, wawancara dan dokumentasi. Sumber data diperoleh dari para pejabat yang mempunyai jenjang struktural dan staf pada Kantor Kecamatan Sukajadi Kota Pekan Baru serta para pengguna jasa layanan yakni masyarakat. Hasil penelitian menunjukkan bahwa kualitas pelayanan publik di Kantor Kecamatan Sukajadi masih relatif rendah berdasarkan keadaan umum indikatornya. Indikator transparansi sebagian besar belum disertai kejelasan informasi mengenai prosedur pelayanan, sehingga sering menimbulkan kesalahpahaman antar stakeholder. Indikator tangible menunjukkan rendahnya dukungan sarana dan prasarana yang memadai, misalnya komputer. Indikator responsivitas menunjukkan bahwa proses komunikasi hanya berjalan satu arah. Indikator efisiensi menunjukkan masih terjadinya pembengkakan biaya dan waktu dari alokasi seharusnya. Indikator akuntabilitas memperlihatkan kurang terwujudnya tertib administratif baik dalam hal acuan pelayanan publik, pemberian sangsi, dan penentuan skala prioritas kepentingan. Rendahnya kualitas pelayanan publik di Kantor Kecamatan Sukajadi Kota Pekanbaru disebabkan oleh struktur organisasi belum berjalan optimal, kerjasama antar aparatur kurang baik, perilaku masyarakat kurang mendukung, kemampuan aparatur menyelesaikan tugasnya masih rendah, dan etika pelayanan kurang diterapkan. Kesimpulan penelitian ini adalah bahwa rendahnya kualitas pelayanan publik di Kecamatan Sukajadi dipengaruhi oleh beberapa faktor, yaitu struktur organisasi, kerjasama antar aparatur, perilaku masyarakat, kemampuan aparat, dan etika pelayanan.

The district office of Sukajadi Pekanbaru City is a government organization the daily activity of which is to conduct public services. The preliminary study shows that the quality of the service given by the district of Sukajadi Pekanbaru City is still low. This gives a rise to a problem of why the public service quality given by the district of Sukajadi Kota of Pekanbaru is low. This research is meant to identify factors which influence the public service quality of the district of Sukajadi Pekanbaru City, besides to know what has happened in the district and to obtain the overall picture of various problems in the process of public services as practiced by the district of Sukajadi Pekanbaru City . Daha (2002) states that cooperation is an important thing in any objective projected by an organization. Behavior is a true form of action to achieve the goal, either in the form of a material or a certain satisfaction (Nadler, 1979), so that the quality of the public service must concern with the behavior of those giving the services and those receiving the services as well. Authorities are demanded to have knowledge, skills, and behavior as demanded by the current services (Handayaningrat, 1986). Ethics concern with the goodness and badness of services (Widodo, 2001) The method adopted is the descriptive method, using data collection gathered through observation, interview, and documentation. The sources of data are obtained from the authorities having a certain structural level and from the staff of the district office of Sukajadi Kota of Pekanbaru, and the services’ users, namely the society. The research method adopted is the descriptive method, using observation, interview, and documentation as the methods of data collection. The source of data are obtained from the authorized personals having structural level position and from the district office of Sukajadi f Pekanbaru City and other public service users, namely public at large. The research result show that the quality of public services in the district of Sukajadi Pekanbaru City is relatively low, with regard to the general condition of its indicators. Transparency indicators, mostly, have not been supported with the clarity of information about the service procedure, so that it often cause misunderstanding among stakeholders. The tangible indicators show the lack of support of the adequate equipment, such as computers. The indicator of responsiveness shows that the process of communication only works one way. The indicator of efficiency shows the uncontrolled increase of cost and time spent from what the allocation should have covered. The indicator of accountability shows the failure of the administrative matters both in the reference of public services, sanction given, and the determination of its scale of priority. The low quality of the public services given by the district of Sukajadi Pekanbaru City is caused by he structure of the organization which has not run as it should; the society who have not supported the program, the low capability of the officers to accomplish their job, and the services ethics which have not been stipulated. The research result is that the low quality of public services in the district of Sukajadi is influenced by several factors, such as the structure of organization, the cooperation among the personnel, public behavior, officers’ capability, and service etiquette.

Kata Kunci : Birokrasi Kecamatan, Kualitas Layanan