ABSTRAK

Yasyfa Ananda,1610411620031, 2020 “Kualitas Pelayanan Perizinan Di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Banjarbaru”. Program Studi Administrasi Publik Fakultas Ilmu Sosial dan Ilmu Politik Universitas Lambung Mangkurat Banjarmasin. Dibawah bimbingan pembimbing Widyakanti, S.Sos. M.AP.

Penelitian ini bertujuan untuk mengetahui (1) kualitas pelayanan publik di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Banjarbaru, (2) Faktor pendukung dan penghambat pelayanan di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Banjarbaru.

Metode penelitian ini adalah penelitian deskriptif dengan pendekatan kualitatif. Penelitian deskriptif kualitatif merupakan penelitian yang bertujuan untuk menggambarkan dan mendeskripsikan peristiwa maupun fenomena yang terjadi di lapangan dan menyajikan data secara sistematis, faktual, dan akurat mengenai faktafakta atau fenomena yang terjadi di lapangan. Pengumpulan data dilakukan dengan teknik observasi, wawancara, dan dokumentasi. Peneliti menggunakan triangulasi sumber untuk mengecek keabsahan data penelitian. Analisis data dalam penelitian ini menggunakan tiga komponen yang terdiri dari reduksi data, penyajian data, dan penarikan kesimpulan.

Hasil penelitian ini menunjukan bahwa (1) Kualitas pelayanan publik di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Banjarbaru sudah diterapkan dimensi Tangibel, Realiability, Responsiviness, Assurance dan Emphaty beserta indikatornya. (2) Faktor Pendukung pelaksanaan pelayanan publik di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Banjarbaru adalah semangat yang diberikan pegawai satu sama lain, mengadakan rapat koordinasi atau semacam evaluasi setiap tiga bulan kemudian memberikan penanaman kesadaran melayani masyarakat dengan ikhlas dan sesuai dengan hati nurani. Faktor pendukung lain adalah adanya fasilitas berupa alat bantu untuk memudahkan proses pelayanan.(3) Faktor penghambat pelaksanaan pelayanan publik di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Banjarbaru adalah antara lain ketidaknyamanan tempat pelayanan termasuk sarana dan prasarana yang belum lengkap, Ketidaktahuannya masyarakat terhadap pendaftaran online yang bisa dilakukan melalui website resmi DPMPTSP Kota Banjarbaru, dan ketidakramahan pegawai dalam proses pelayanan.

Kata Kunci: Kualitas Pelayanan Publik, pelayanan publik.

ABSTRACT

Yasyfa Ananda, 1610411620031, 2020 "Quality of Licensing Services at the One-Stop Investment and Integrated Services Office in Banjarbaru City". Public Administration Study Program, Faculty of Social and Political Sciences, Lambung Mangkurat University, Banjarmasin. Under the guidance of the supervisor Widyakanti, S. Sos. M.AP.

This study aims to determine (1) the quality of public services in the Office of Investment and Integrated Services One Door Banjarbaru City, (2) Supporting factors and inhibiting services in the Office of Investment and Integrated Services One Door Banjarbaru City.

This research method is a descriptive study with a qualitative approach. Qualitative descriptive research is research that aims to describe and describe events and phenomena that occur in the field and present data systematically, factually, and accurately about facts or phenomena that occur in the field. Data collection is done by observation, interview, and documentation techniques. Researchers use source triangulation to check the validity of research data. Data analysis in this study uses three components consisting of data reduction, data presentation, and drawing conclusions.

The results of this study indicate that (1) The quality of public services at the Office of Investment and Integrated Services One Door Banjarbaru City has been applied Tangible dimensions, Realiability, Responsiviness, Assurance and Emphaty along with its indicators. (2) Supporting Factors for the implementation of public services in the Office of Investment and Integrated Services One Door Banjarbaru City is the enthusiasm given by employees to each other, holding a coordination meeting or some kind of evaluation every three months then providing an awareness of serving the community sincerely and in accordance with conscience . Another supporting factor is the presence of facilities in the form of assistive devices to facilitate the service process. (3) Factors inhibiting the implementation of public services in the Office of Investment and Integrated Services of One Door Banjarbaru City are, among other things, inconvenience of service places including incomplete facilities and infrastructure, public ignorance of online registration that can be done through the official website of DPMPTSP Banjarbaru City, and inhospitability employee in the service process.

Keywords: Quality of Public Services, public services.