ANALISA INDEKS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK PADA LEMBAGA PELATIHAN BERBASIS ICT

ASANI, AFIK (2020) ANALISA INDEKS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK PADA LEMBAGA PELATIHAN BERBASIS ICT. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

Pelayanan aparatur birokrasi terhadap masyarakat pada umumnya masih dianggap kurang maksimal, berbelit belit, lambat, susah, mahal dan terasa melelahkan. Hal ini terjadi dikarenakan mental aparat yang belum memposisikan diri sebagai pelayan. Pelayanan yang semestinya ditunjukkan kepada masyarakat malah kadang berbalik menjadi pelayanan masyarakat terhadap negara. Oleh karena itu pemerintah melakukan gerakan yang disebut dengan reformasi birokrasi dalam rangka meningkatkan pelayanan terhadap masyarakat dan meningkatkan pengakuan terhadap good goverannce. good governance artinya layanan kegiatan harus bersifat lebih cepat (faster), lebih murah (cheaper), lebih mudah diperoleh (easier), dan lebih berkualitas (better) dirasakan semakin meningkat. Digitalisasi program kerja dan layanan Penelitian ini dilakukan dalam rangka mencari gambaran terkait indek kepuasan masyarat terhadap pelayanan yang dilakukan oleh Balai Besar Pengembangan Latihan Kerja Serang tahun 2019 dengan pendekatan deskriptif kuantitatif menggunakan sampling terhadap 244 responden. Hasil penelitian menunjukkan bahwa mutu pelayanan terhadap 14 unsur layanan Indeks Kepuasan Masyarakat (IKM) yang dijalankan oleh BBPLK Serang tahun 2019 berada pada posisi “ A” yang artinya tingkat kepuasan masyarakat terhadap kinerja unit pelayanan berada pada posisi sangat memuaskan. Hal ini terjadi karena improfisasi digitalisasi terhadap program kerja dan kelembagaan. Kata kunci: ASN, Good Governance, IKM Bureaucratic apparatus services to the community in general are still considered to be less than optimal, complicated, slow, difficult, expensive and feels tiring. This happens because the mental apparatus that has not positioned itself as a servant. Services that should be shown to the community sometimes turn into community services to the state. Therefore, the government is carrying out a movement called bureaucratic reform in order to improve services to the community and increase recognition of good governance. Good governance means that service activities must be faster, cheaper, easier to obtain, and higher quality (better) is felt to be increasing. Digitalization of work programs and this research service was conducted in order to find a picture related to the community satisfaction index of services carried out by the Serang Vocational Training and Development Center in 2019 with a quantitative descriptive approach using sampling of 300 respondents. The results showed that the service quality of the 14 service elements of the Community Satisfaction Index (IKM) carried out by BBPLK Serang in 2019 was in the position of "A" which means that the level of public satisfaction with the performance of the service unit was in a very satisfying position. This happens because of the improvement of digitalization towards work and institutional programs. Keywords: ASN, Good Governance, IKM

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