ABSTRAK

Wahyu Hidayat. 2021. Kualitas Pelayanan Publik dalam Pembuatan KTP-el Bagi Penyandang Tuna Netra dan Tuna Daksa di DISDUKCAPIL Kota Banjarmasin. Pembimbing: Sandra Bhakti Mafriana.

Penelitian ini bertujuan untuk mengetahui model kualitas pelayanan publik dalam pembuatan KTP-el bagi para penyandang Tuna Netra dan Tuna daksa diwilayah DISDUKCAPIL Kota Banjarmasin Provinsi Kalimantan Selatan. Manfaat penelitian kali ini tentu dapat menjadi masukan serta arahan bagi para pegawai dalam meningkatkan kinerja dan kulitas layanan khususnya bagi para penyandang Disabilitas.

Metode penelitian menggunakan metode diskripitif kuantitatif dengan beberapa teknik pengumpulan data berupa observasi,wawancara dan dokumentasi.

Dalam acuan teori peneliti menggunakan dari teori Arturo Israel dengan beberapa indikator yang menjadi landasan penelitian yakni: information of public, communcation ability, dan bureaucratic procedural.

Hasil dari penelitian berupa gambaran dan uraian dari kulitas pelayanan dari beberapa indikator penilaian seperti : Kualitas pelayanan berdasarkan information of public sebesar 1.770 atau 67,25%, memiliki kategori tinggi. Kualitas pelayanan berdasarkan communcation ability dengan nilai skor sebesar 1.263 atau 83,98% sehingga memiliki kategori sangat tinggi. Kualitas pelayanan berdasarkan bureaucratic procedural dalam pembuatan KTP-el bagi penyandang tuna netra dan tuna daksa di Dinas Kependudukan dan Catatan Sipil Kota Banjarmasin menghasilkan nilai skor sebesar 1.179 atau 78,39% sehingga memiliki kategori tinggi.

Saran atau ide gagasan dari penelitian diharapkan dinas DISDUKCAPIL Kota Banjarmasin mampu memberikan pelayanan dan meningkatkan pelayanan dari segi kapabilitas dan kulitas yang diberikan kepada penyandang disabiltas khususnya penyandang Tuna Netra dan Tuna daksa di Kota Banjarmasin.

Kata Kunci: kualitas pelayanan, information of public, communcation ability, dan bureaucratic procedural.

ABSTRACT

Wahyu Hidayat. 2021. Quality of Public Services in Making e-KTP for the Blind and Deaf in DISDUKCAPIL Banjarmasin City. Under the guidance of Sandra Bhakti Mafriana.

In this research, the objective of this research is to find out the model of public service quality in making e-KTP for blind and disabled people in DISDUKCAPIL area, Banjarmasin City, South Kalimantan Province. . The benefits of this research, of course, can provide input and direction for employees in improving performance and service quality, especially for people with disabilities.

This research method using quantitative descriptive method with several data collection techniques in the form of observation, interviews and documentation. In the theoretical reference, the researcher uses the theory of the Arturo Israeli with several indicators that form the basis of the research, namely: information of the public, communcation abilities, and bureaucratic procedural.

The results of the study were descriptions and descriptions of service quality from several assessment indicators such as: Service quality based on public information was 1,770 or 67.25%, including the high category. Service quality based on communication ability with a score of 1.263 or 83.98% so it has a very high category. The quality of service based on bureaucratic procedures in making e-KTP for blind and disabled persons at the Department of Population and Civil Registry of Banjarmasin City obtained a score of 1.179 or 78.39% so it is included in the high category.

Suggestions or ideas from this research are expected that the DISDUKCAPIL Office of Banjarmasin City can provide services and improve services in terms of capability and quality provided to persons with disabilities, especially persons with visual and deaf disabilities in Banjarmasin City.

Keywords: service quality, public information, communication skills, and bureaucratic procedures.