PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN e-KTP DI KECAMATAN GONDOKUSUMAN KOTA YOGYAKARTA
Imelda Beatriz Imbab, SE, Dr. Ely Susanto
2011 | Tesis | S2 Magister Adm. PublikKecamatan Gondokusuman Kota Yogyakarta ialah salah satu daerah pilot project implementasi e-KTP secara nasional. e-KTP adalah program kerja pemerintah RI khususnya Departemen Dalam Negeri sebagai amanat UU No. 23 Tahun 2006 tentang Administrasi Kependudukan. e-KTP merupakan tindak lanjut (perbaikan) KTP. Dulu acap tersiar kabar bahwa pelayanan dan proses pembuatan KTP amat rumit, bertele-tele, mahal, memakan waktu lama dan susah. Setiap orang harus menempuh jalur birokrasi yang berantai dari tingkat RT/RW hingga kecamatan hanya untuk mendapatkan KTP. Fakta ini menunjukkan indikasi kuat mengenai buruknya persepsi masyarakat mengenai kualitas pelayanan KTP. Produk-produk hukum dan reformasi birokrasi menyangkut pelayanan pembuatan e-KTP mengharuskan beberapa perubahan seperti waktu yang singkat, gratis, mudah dan sederhana. Diduga kuat hal ini akan menyebabkan pergeseran atau perubahan persepsi masyarakat mengenai kualitas pelayanan e-KTP. Untuk mengetahui sejauh mana persepsi masyarakat mengenai kualitas pelayanan e-KTP berubah atau bergeser, penelitian ini menjadi penting dilakukan. Penelitian ini memakai metode deskripsi secara kualitatif dan kuantitatif. Data dihimpun sewajarnya dengan mempertimbangkan kenormalan data. Data primer diperoleh lewat observasi, wawancara dan angket. Data sekunder diperoleh melalui studi pustaka dan studi dokumentasi. Narasumber dan responden ditetapkan dengan metode purposive sampling. Objek penelitian ialah kantor Kecamatan Gondokusuman. Subjek penelitian adalah warga Gondokusuman yang mendapatkan pelayanan e-KTP. Validitas data ditempuh dengan teknik triangulasi data. Peneliti memakai triangulasi sumber dan teori, yakni memanfaatkan sejumlah sumber data dan teori untuk menghimpun kesamaan informasi. Teknik analisis data memakai metode induktif. Penelitian bertujuan mengetahui persepsi masyarakat mengenai kualitas pelayanan e-KTP di Kecamatan Gondokusuman. Ada sepuluh indikator untuk mengetahui persepsi masyarakat mengenai mutu pelayanan e-KTP di Kecamatan Gondokusuman. 10 indikator mencakup kepastian waktu pelayanan, akurasi pelayanan, kesopanan dan keramahan petugas, tanggung jawab, kelengkapan sarana pendukung pelayanan e-KTP, kemudahan mendapatkan pelayanan e-KTP, variasi model pelayanan, pelayanan pribadi, kenyamanan dalam memperoleh pelayanan dan atribut pendukung pelayanan. Hasil penelitian menunjukan: (1) mutu pelayanan e-KTP di Kecamatan Gondokusuman belum memuaskan, (2) 8 indikator (kepastian waktu pelayanan, ketepatan pelayanan, kesopanan dan keramahan petugas, tanggung jawab, kelengkapan pelayanan, kemudahan mendapatkan pelayanan, kenyamanan dalam memperoleh pelayanan dan atribut pendukung pelayanan) meneguhkan persepsi masyarakat mengenai mutu pelayanan e-KTP di Kecamatan Gondokusuman dan (3) 2 indikator (variasi model pelayanan dan pelayanan pribadi) melemahkan persepsi masyarakat mengenai mutu pelayanan e-KTP di Kecamatan Gondo-kusuman. Ke depan, kualitas pelayanan e-KTP di Kecamatan Gondokusuman masih harus diperbaiki khususnya seputar fungsi dan janji-janji yang mengiringi uji coba implementasi e-KTP seperti transaksi online dan perbankan.
Kecamatan Gondokusuman Kota Yogyakarta is one of regions becoming pilot project of e-KTP implementation nationally. e-KTP is a program of the administration of Republic of Indonesia, mainly the Ministry of Internal Affairs as the instruction of UU No. 23 Tahun 2006 on Population Administration. e-KTP is a follow-up or improvement of KTP. In the past, it is usually heard that service and processes of KTP making were complicated, took very long time, expensive, and hard. Everyone had to pass bureaucracy lines beginning from RT/RW till district just to get an ID. This fact shows a strong indication on bad social perception on the service quality of e-KTP. Legal products and bureaucracy reform regarding the service of e-KTP making instruct several changes like short time, free, and simple. It is strongy assumed this will cause a shift or change of social perception on the quality of e-KTP making. In or der to understand to what extent social perception on the quality of e-KTP making, this thesis is urgently and important to be done. This research used description method qualitatively and quantitatively. Data were collected normally by considering data normality. Primary data were obtained through observation, interview, and questioner. Secondary ones were obtained through literature and documentation studies. Informants and respondents were determined with purposive sampling method. Research object was Gondokusuman District office. Research subjects were Gondokusuman people who got e-KTP service. Data validity was done with triangulation. I used sources and theories triangulation, by using a number of data sources and theories to collect information similarity. Data anaysis technique used inductive. This thesis aimed at understanding social perception on the quality of e-KTP service in Gondokusuman District. There are ten indicators to understand social perception on the quality of e-KTP service in Gondokusuman District. The ten indicators include service time, service accuracy, officers politeness and hospitality, officers responsibility, the availability of e-KTP making facilities, the easiness to get e-KTP service, model variation of service, personal service, comfortness in getting service, and supporting attributes of service. Research results showed that: (1) the quality of e-KTP service in Gondokusuman District is not satisfying yet, (2) eight indicators (service time, service accuracy, officers poiteness and hospitality, officers rersponsibility, service availability, easiness to get service, comfortness in getting service, and supporting attributes of service) strengthen social perception on the quality of e- KTP service in Gondokusuman District, and (3) two indicators (model variation of service and personal service) discourage social perception on the quality of e- KTP service in Gondokusuman District. Further, the quality of e-KTP service in Gondokusuman District still has to be improved mainly regarding functions and promises following the implementation of e-KTP such as online and banking transactions.
Kata Kunci : persepsi, masyarakat, kualitas pelayanan. e-KTP, Kecamatan Gondokusuman.
