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"ABSTRAKPenelitian ini membahas tentang kualitas pelayanan proses perizinan penggunaan tanah makam pada satlak PTSP Kelurahan Bendungan Hilir. Teori yang dipakai berdasarkan teori Chrisopher Lovelock yang dikenal dengan The Flower of Service, yaitu membagi menjadi 8 dimensi; informasi, pemesanan/permohonan, penagihan, pembayaran, konsultasi, keramahtamahan, keamanan, dan pengecualian. Penelitian ini menggunakan metode kuantitatif dengan desain deskriptif. Teknik pengambilan datanya dengan cara survei dan wawancara. Hasil dari penelitian menunjukkan kualitas pelayanan proses perizinan penggunaan tanah makam pada PTSP Kelurahan Bendungan Hilir Sangat Baik, hal tersebut terlihat dari hasil penggabungan seluruh dimensi dan di bagi atas dua kategori yaitu baik dan buruk.

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ABSTRACT

The purpose of this research is to describe the quality of service in the process of acquiring permission to utilize burial grounds in PTSP branch supporting office, Bendungan Hilir Area. The theory used in this research is based on Christopher Lovelock?s The Flower of Service, which divide into 8 dimensions; information, Order-Taking, Billing, Payment, Consultation, Hospitality, Safekeeping, and Exceptions. This research used quantitative method with descriptive design. Data collection technique is collected using survey and interview. The result of this research proves that the quality of service in the process of acquiring permission to utilize burial grounds in PTSP branch supporting office, Bendungan Hilir Area is Excellent, this could be seen from the integration between the 8 dimensions which is further separated into two categories, good and bad."

"Penelitian ini membahas tentang kualitas pelayanan perizinan pada Pelayanan Terpadu Satu Pintu (PTSP) tingkat kelurahan di Kota Administrasi Jakarta Timur. Tujuan penelitian ini untuk menganalisis kualitas pelayanan perizinan pada PTSP tingkat kelurahan di Jakarta Timur yang terdiri dari PTSP Kelurahan Pulo Gebang, PTSP Kelurahan Klender, PTSP Kelurahan Utan Kayu Utara, PTSP Kelurahan Cililitan, dan PTSP Kelurahan Ciracas. Hal tersebut karena wilayah Jakarta Timur merupakan salah satu wilayah yang memiliki jumlah perizinan terbanyak dan memperoleh nilai Indeks Kepuasan Masyarakat (IKM) tertinggi di antara 5 wilayah lainnya di DKI Jakarta. Meskipun demikian, masih ditemukan beberapa masalah pada unsur-unsur tertentu dalam penilaian kualitas pelayanan dan keluhan dari masyarakat, sehingga dalam penelitian ini kualitas pelayanan menjadi fokus dalam penelitian. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data mixed method. Adapun hasil penelitian ini menunjukkan bahwa secara keseluruhan kualitas pelayanan perizinan pada unit PTSP tingkat kelurahan di Jakarta Timur berada dalam kategori baik. Berdasarkan hasil analisis menggunakan teori SERVQUAL, perbandingan antara layanan yang diharapkan dan layanan yang dirasakan secara langsung oleh pengguna layanan memiliki gap yang kecil yaitu sebesar -1%. Hal ini membuktikan bahwa layanan yang diterima pada pelayanan perizinan unit PTSP tingkat kelurahan di Kota Administrasi Jakarta Timur hampir memenuhi layanan yang diharapkan oleh para pengguna layanan.

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This study discusses the quality of service for the Licensing Service at Urban Village level of One Stop Integrated Service (PTSP) in the Administrative of East Jakarta. The purpose of this study is to analyze the service quality of the Licensing Services at the Urban Village level in East Jakarta consisting of PTSP Pulo Gebang, PTSP Klender. PTSP Utan Kayu Utara, PTSP Cililitan, and PTSP Ciracas. It is due to the East Jakarta area is one of the areas which has the greatest number of licensing and the highest Community Satisfaction Index (IKM) score among the 5 other regions in DKI Jakarta. However, there are still some problems found with certain elements in assessing the service quality and complaints from the public, so that this service quality is the focus of this research. This study uses a quantitative approach with mixed method data collection techniques. The research results show that based on the whole of the service quality of the Licensing Service at the Urban Village level in East Jakarta is in the good category. Based on the result of an analysis using the SERVQUAL theory, the comparison between the expected service and the perceived service by users has a small gap of -1%. This proves that the perceived service of licensing service at the Urban Village level of One Stop Integrated Service (PTSP) in the Administrative of East Jakarta almost meet the service expected by users"

"Konteks reformasi pelayanan perizinan di Kota Administrasi Jakarta Timur dilakukan dengan mengintegrasikan pelayanan yang di butuhkan oleh kegiatan usaha. Penelitian ini sendiri bertujuan untuk menganalisis kualitas pelayanan perizinan pada Unit Pelayanan Terpadu Satu Pintu (UPTSP) Kota Administrasi Jakarta Timur berdasarkan Total Percieved Quality yang dikemukakan oleh Gronross (1990). Penelitian ini memiliki pendekatan kuantitatif dengan kuesioner dan wawancara mendalam berdasarkan Accidental Sampling (sebagai teknik penarikan sampel) yang menjadikan masyarakat pemohon izin Usaha Mikro Kecil dan Menengah (UMKM) sebagai responden. Hasil dari penelitian ini dapat disimpulkan bahwa kualitas pelayanan perizinan yang diselenggarakan termasuk kategori Negatively Confirmed Quality atau "bad quality".

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The context of Reform of license services at East Jakarta Municipality was conducted by integrating service system to fulfill the needs of business activities. This research is aimed to analyze the service quality of licenses providing towards One Stop Shop Service (OSS) Unit of East Jakarta Municipality using the Total Perceived Quality theory by Gronross (1990). This research uses quantitative approach by using questionnaires and interviews and accidental sampling technique is used to choose samples as respondents. The citizens who had requested permissions for Usaha Mikro Kecil dan Menengah (UMKM) were employed in obtaining and gaining the information needed. This research conclude that service quality of license providing in One Stop Shop Service (OSS) Unit, East Jakarta Municipality was Negatively Confirmed Quality or "bad quality"."

"[ABSTRAKPada saat ini, tuntutan masyarakat akan transparansi dan akuntabilitas publik oleh lembaga sektor publik makin besar seiring berjalannya program reformasi birokrasi yang digalakkan oleh pemerintah. Untuk memenuhi tuntutan tersebut, instansi pemerintah perlu melakukan perbaikan manajemen, salah satunya dengan adanya pendekatan baru yaitu konsep Balanced Scorecard. Konsep Balanced Scorecard melakukan pendekatannya pada 4 (empat) perspektif yaitu perspektif keuangan, perspektif pelanggan, perspektif proses bisnis internal dan perspektif pembelajaran & pertumbuhan. Penelitian ini bertujuan untuk mengetahui peran dari 2 (dua) perspektif dari BSC yaitu faktor proses bisnis internal dan pembelajaran & pertumbuhan dalam meningkatkan kinerja PTSP Pusat BKPM. PTSP Pusat BKPM merupakan salah satu sasaran dan target pemerintah pada RPJMN 2015-2019 yang bertujuan memberikan kemudahan pelayanan perijinan penanaman modal agar lebig efisien dan cost effective. Penelitian menggunakan metode kuantitatif. Hasil penelitian menunjukkan bahwa terdapat perbedaan persepsi dalam melihat peran faktor proses bisnis internal dan faktor pembelajaran & pertumbuhan pada peningkatan kinerja PTSP Pusat BKPM antara pegawai BPM-PTSP dengan pegawai Back Office (BO), Front Office (FO), dan Badan Kendali Operasi (BKO). Perbedaan persepsi disebabkan karena perbedaan sistem organisasi yang membawahinya. Persepsi yang terbentuk dari responden menunjukkan pula dukungan dan kesiapan penerapan Balanced Scorecard pada PTSP Pusat BKPM. Faktor business process dan learning process berpengaruh positif terhadap peningkatan kinerja PTSP Pusat BKPM.

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ABSTRACTAt this time, the public demand for transparency and public accountability by public sector agencies increasingly larger as the passage of bureaucratic reform program advocated by pemerintah.Government agencies need to do a repair management, one of them with the new approach is the concept of the Balanced Scorecard. Balanced Scorecard concept did approach the 4 (four) perspectives: financial perspective, customer perspective, internal business process and learning and growth perspective. This study aims to determine the role of two (2) perspectives of the BSC are factors internal business processes and learning & growth in improving the performance of One Stop Services(OSS) BKPM. OSS BKPM aims to provide ease of licensing services investment so more efficient and cost effective. Research using quantitative methods. The results showed that there is a difference of perception in viewing the role of the factor of internal business processes and learning & growth factors on performance improvement OSS BKPM between BPM-PTSP employees with employee Back Office (BO), Front Office (FO), and Laison Officer (BKO ). Differences perception is due to differences in organizational systems which she is employed. Respondents showed their support and readiness to implementation of the Balanced Scorecard in OSS. Factors business process and learning process a positive influence on performance measurement OSS BKPM, At this time, the public demand for transparency and public accountability by public sector agencies increasingly larger as the passage of bureaucratic reform program advocated by pemerintah.Government agencies need to do a repair management, one of them with the new approach is the concept of the Balanced Scorecard. Balanced Scorecard concept did approach the 4 (four) perspectives: financial perspective, customer perspective, internal business process and learning and growth perspective. This study aims to determine the role of two (2) perspectives of the BSC are factors internal business processes and learning & growth in improving the performance of One Stop Services(OSS) BKPM. OSS BKPM aims to provide ease of licensing services investment so more efficient and cost effective. Research using quantitative methods. The results showed that there is a difference of perception in viewing the role of the factor of internal business processes and learning & growth factors on performance improvement OSS BKPM between BPM-PTSP employees with employee Back Office (BO), Front Office (FO), and Laison Officer (BKO ). Differences perception is due to differences in organizational systems which she is employed. Respondents showed their support and readiness to implementation of the Balanced Scorecard in OSS. Factors business process and learning process a positive influence on performance measurement OSS BKPM]"

"Pelayanan Perizinan di Kota Bogor menggunakan sistem online untuk melakukan pelayanan permohonan perizinan. Perubahan sistem permohonan secara online ini dilakukan untuk mempermudah masyarakat untuk melakukan permohonan perizinan. Namun setelah diterapkan sistem online terjadi peningkatan pengaduan yang diterima oleh Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Bogor pada tahun 2018. Melihat permasalahan yang ada, skripsi ini membahas mengenai kualitas pelayanan perizinan yang dilakukan secara online menggunakan pendekatan e-govqual Papadomichelaki&Mentzas (2012) yang mengukur kualitas layanan yang dirasakan oleh pengguna dari layanan berbasis e-government. Penelitian ini memiliki pendekatan kuantitatif dengan kuesioner berdasarkan accidental sampling. Sampel dalam penelitianini berjumlah 105 responden dan menjadikan masyarakat pemohon perizinan secara online sebagai responden. Hasil dari penelitian ini dapat disimpulkan bahwa kualitas pelayanan sistem perizinan online “SMART” oleh Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Bogor kepada masyarakat sebagai pemohon perizinan termasuk kategori rendah berdasarkan empat dimensi yang telah di kemukakan oleh Papadomichelaki&Mentzas (2012) yaitu efficiency, trust, reliability, dan citizen support.

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Licensing Services in the City of Bogor use an online system to conduct licensing application services. Changes to the online application system were made to make it easier for the public to apply for a permit. However, after applying the online system,

there was an increase in complaints received by the Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Bogor. Looking at the existing problems, this thesis discusses about the quality of licensing services conducted online using the e-govqual

approach Papadomichelaki & Mentzas (2012) which measures the quality of services perceived by users of e-government based services. This thesis is a quantitative research with a questionnaire based on accidental sampling. The sample in this literature amounted to 105 respondents, making the online licensing applicants as respondents. The results of this study reveal that the quality of online licensing service system "SMART" by Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Bogor to the public as applicants for licensing is in the low category based on four dimensions that have been advanced by Papadomichelaki & Mentzas (2012), which is efficiency, trust, reliability, and citizen support"

"ABSTRAKTujuan dari penelitian ini adalah untuk menganalisis kualitas pelayanan pada Unit Pelaksana Pelayanan Terpadu Satu Pintu (UPPTSP) Kelurahan Sunter Jaya. Teori yang digunakan pada penelitian ini adalah teori The Flower of Services menurut Lovelock (1994). Penelitian ininmerupakan penelitian kuantitatif menggunakan analisis mix metodh dengan pendekatan kuantitatif dan kualitatif. Instrumen yang digunakan dalam penelitian ini dengan cara melakukan survei kuesioner dengan skala likert, observasi, dan wawancara mendalam (in-depth interview) dengan beberapa narasumber. Hasil penelitian menunjukkan bahwa mayoritas responden menyatakan kualitas pelayanan UPPTSP Kelurahan Sunter Jaya termasuk dalam kategori baik. Namun dalam beberapa hal pemohon masih merasa kualitas UPPTSP Kelurahan Sunter Jaya termasuk buruk yaitu pada dimensi konsultasi sehingga perlu diperbaiki. Saran yang dapat diberikan untuk Kepala Unit PTSP Kelurahan Sunter Jaya dan Lurah Sunter Jaya agar dapat segera merealisasikan pengadaan ruang konsultasi untuk kebutuhan pemohon PTSP serta juga untuk petugas UPPTSP Kelurahan Sunter Jaya agar dapat menyelesaikan permintaan dengan tepat waktu.

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ABSTRACT

The purpose of this study is to analyze the quality of service at the One Stop Integrated Service Implementation Unit (UPPTSP) of Kelurahan Sunter Jaya. The theory used in this research is The Flower of Services theory according to Lovelock (1994). This research is a quantitative study using mix method analysis with quantitative and qualitative approaches. The instrument used in this study was by conducting a questionnaire survey with a Likert scale, observation, and in-depth interviews with several speakers. The results showed that the majority of respondents stated the service quality of UPPTSP Kelurahan Sunter Jaya was included in the good category. However, in some cases the applicant still felt that the quality of the UPPTSP K Kelurahan Sunter Jaya was poor, namely in the consultation dimension so it needed to be improved. Advice can be given to the Head of PTSP Unit in Kelurahan Sunter Jaya and Head of Kelurahan Sunter Jaya in order to immediately realize the procurement of consultation space for the needs of PTSP applicants as well as for UPPTSP Kelurahan Sunter Jaya officials in order to be able to complete the request on time.

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