Implementasi Kualitas Pelayanan Masyarakat Di Kantor Kecamatan Bekasi Selatan

IN

  • Ardiansyah Ardiansyah Manajemen Administrasi, Universitas Bina Insani
  • Indra Muis Manajemen Administrasi, Universitas Bina Insani

Abstract

Abstrak: Kecamatan Bekasi Selatan merupakan bagian dari Kota Bekasi yang terletak di pusat Pemerintahan Kota Bekasi, Dengan luas 1.605,40 Ha dalam perkembangannya telah menunjukan kemajuan diberbagai bidang sesuai dengan peran dan fungsinya. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan masyarakat di Kecamatan Bekasi Selatan. Hasil penelitian menunjukkan bahwa kualitas pelayanan masyarakat di Kecamatan Bekasi Selatan sudah sangat baik dan konsep kualitas pelayanan yang dijalankan sudah memenuhi keinginan masyarakat. Kemudian prinsip kualitas pelayanan sudah diterapkan di Kantor Kecamatan Bekasi Selatan. Dalam dimensi Tangible, Reliability, Responsivenes, Assurance dan Emphaty sudah diterapkan sesuai dengan standar pelayanan. Kualitas pelayanan di Kantor Kecamatan Bekasi Selatan sesuai dengan standar pelayanan yaitu (1) Dimensi tangible (bukti fisik) yaitu nyamannya di tempat pelayanan termasuk sarana dan prasarana yang sudah lengkap. (2) Dimensi reliability (kehandalan) yaitu kemampuan pegawai dalam menggunakan alat bantu pelayanan masih perlu di tingkatkan (3) Dimensi empathy (empati) yaitu keramahan pegawai dalam proses pelayanan sangat baik. (4) Dimensi responsiveness (respon) yaitu respon karyawan pelayanan sangat cepat tanggap dalam merespon masyarakat. (5) Assurance (jaminan) yaitu adanya jaminan keramahan dan sopan santun kepada masyarakat. Dari 5 dimensi tersebut dimensi kehandalan masih perlu ditingkatkan.
 
Kata kunci: Tangibel, Reliability, Responsivenes, Assurance, Emphaty.
 
Abstract: South Bekasi District is a part of Bekasi City which is located in the center of Bekasi City Government, with an area of ​​1,605.40 Ha. In its development, it has shown progress in various fields according to its roles and functions. This study is to determine the quality of community services in South Bekasi District. The results showed that the quality of community services in South Bekasi District was very good and the concept of service quality that was implemented had met the wishes of the community. Then the principle of service quality has been implemented in the South Bekasi Sub-District office. in the Tangible dimension, Realiability, Responsiveness, Assurance and Emphaty have been implemented in accordance with service standards. The quality of service in the South Bekasi Sub-District office is in accordance with service standards, namely (1) tangible dimensions (physical evidence), which is comfort in the service place including complete facilities and infrastructure. (2) the dimension of reliability, which is very skilled employees in using service aids needs to be improved. (3) the empathy dimension, which is  the friendliness of employees in the service process (4) the dimension of responsiveness,which is the response of service employees in responding to society. (5) assurance, which is the guarantee of friendliness and courtesy to the community. From the all 5 dimensions, reliability dimension needs to be improved.
 
Keywords: Tangible dimension, Realiability, Responsiveness, Assurance and Emphaty.

References

[1] I Muis, “Marketing Strategy and Capability as the Mediators in Relationship of Market Orientation and Export Performance: A Case Study of Rattan Processing SMEs”, Binus Business Review, 11(1), 2020.

[2] M. L. Hasbi, I. Muis, “Segmentasi, Targeting dan Positioning Produk Neo Coffee dari Wings Food untuk Pasar Kota Bekasi”, JURNAL MAHASISWA BINA INSANI, 5 (1), 63-72. 2020.

[3] E. F. Dwi, “Implementasi God Corporate Governance Dalam Meningkatkan Kualitas Pelayanan (Studi Pada PT. Telkom Bayunwangi)”, Malang (ID): Universitas Brawijaya, Malang, 1, 2018

[4] M. A. U. Faza, B Sanwiri, “Implementasi Service Quality dalam Menciptakan Kepuasan Pelanggan (studi pada Bengkel Ahass Putra Jaya dan Ahass Sekawan Motor di Kota Malang”, Malang (ID): Universitas Brawijaya. Malang. 61, 2018

[5] Rohaeni dan N Marwa, “Kualitas Pelayanan Terhadap Kepuasan Pelanggan”, Bandung (ID): Universitas BSI. 2, 2018

[6] F. Rangkuti F, “Customer Care Excellence Meningkatkan Kinerja Perusahaan Melalui Pelayanan Prima”, Jakarta (ID): PT. Gramedia. 2016

[7] T. S. Kaihatu, A. Daeng, A. T. L Indriantoro, “Manajemen Komplain”, Yogyakarta (ID): Andi Offset. 2015.

[8] F. Tjiptono F, Chandra G, “Service Quality dan Satisfaction”, Yogyakarta (ID): Andi Offset. 2016.
Published
2021-02-26
How to Cite
ARDIANSYAH, Ardiansyah; MUIS, Indra. Implementasi Kualitas Pelayanan Masyarakat Di Kantor Kecamatan Bekasi Selatan. JURNAL MAHASISWA BINA INSANI, [S.l.], v. 5, n. 2, feb. 2021. ISSN 2528-6919. Available at: <https://ejournal-binainsani.ac.id/index.php/JMBI/article/view/1500>. Date accessed: 19 june 2021.