ANALISIS KUALITAS PELAYANAN PUBLIK BERDASARKAN PERSEPSI PELANGGAN DAN PENGELOLA (Studi pada Kantor Pelayanan Perizinan Terpadu Kabupaten Sumbawa)

Abdul Haviedz, Dr. Muhammad Ehie Purnawan, MA.

2012 | Tesis | S2 Magister Ek.Pembangunan

Perbedaan persepsi antara aparat dan masyarakat dalam memandang kualitas layanan adalah suatu indikasi bahwa masih rendahnya kualitas layanan yang diterima masyarakat. Penelitian ini bertujuan menganalisis kualitas layanan publik berdasarkan persepsi pelanggan dan persepsi pengelola pada Kantor Pelayanan Perizinan Terpadu Kabupaten Sumbawa. Penelitian ini menggunakan metode penelitian deskriptif dengan pendekatan kuantitatif. Alat Analisis yang digunakan Ordered Logit Model dengan pengujian koefisien regresi menggunakan uji koefisien determinasi, uji statistik z (uji-z statistic), dan uji likelihood-rasio (LR statistik). Hasil analisis kualitas pelayanan publik berdasarkan persepsi pelanggan dan pengelola, menunjukkan bahwa kualitas pelayanan publik pada Kantor Pelayanan Perizinan Terpadu Kabupaten Sumbawa pada dimensi reliability, responsiveness, assurance dan emphaty secara parsial sudah memenuhi standar kualitas pelayanan yang sesuai dengan keinginan masyarakat dan berkontribusi positif serta signifikan terhadap kualitas pelayanan (service quality), sedangkan dimensi tangible dipersepsikan belum memenuhi standar kualitas pelayanan yang sesuai dengan keinginan dan harapan masyarakat. Secara simultan keseluruhan dimensi variabel baik berdasarkan persepsi pelanggan maupun pengelola sudah memenuhi standar kualitas pelayanan (service quality) sesuai dengan harapan dan keinginan masyarakat dan berkontribusi positif serta signifikan terhadap kualitas pelayanan (service quality).

The difference of perception between law enforcement and the public in regard to quality of service is an indication that still low quality of the service received society. This research aims to analyze the quality of public service according to consumer perceptions and manager’s perception on the licensing service Office Integrated Sumbawa Regency. This research uses descriptive research methods with quantitative approach. The analysis used an ordered logit model by testing the regression coefficient test using a coefficient of determination, the statistics z (uji-z statistic), and likelihood-rasio (LR statistics-test). Based on the result analysis of the quality of public service customers and the managers shows that the quality of the service in public service office integrated permit sumbawa regency in the dimensions of the reliability, responsiveness, assurance and emphaty ignominiously partial already meet the standards of quality service compliance with the wishes of people and contributing positively and significantly to the quality of the service (service quality), while the dimension of tangible perceived not fulfill of standards of quality service compliance with the wishes and expectations of society. Simultaneously a whole dimensions variable either by virtue of perception customers and managers has met of standards of quality service (service quality) in conformity with expectation and desire society and contributing positively and significantly to the quality of the service (service quality).

Kata Kunci : kualitas pelayanan publik, persepsi, perizinan, tangible, reliability, responsiveness, assurance dan emphaty, Kabupaten Sumbawa.