Faktor – Faktor yang Mempengaruhi Kualitas Pelayanan Publik di Kantor Pertanahan Kota Semarang


Riska Aidina Pristiria(1), Kismartini Kismartini(2), Ida Hayu Dwimawanti(3),


(1) Universitas Diponegoro
(2) Universitas Diponegoro
(3) Universitas Diponegoro

Abstract


This study aims to determine the effect of organizational structure, employee capabilities and service facilities on service quality at the Land Office of Semarang City. The main data used is a questionnaire consisting of 27 question items, distributed to people who register and receive land services from Kantor Pertanahan Kota Semarang, either direct applicants or authorized recipients of 377 respondents. The data obtained were analyzed by multiple linear regression using the SPSSv16 software application. The results show that the quality of service at the Kantor Pertanahan Kota Semarang is currently in the good category (average 3.14), even so, there are still several things that need to be addressed related to guaranteeing the timeliness of service management and the accuracy of service costs. There is a significant influence between organizational structure factors, employee capabilities and service facilities on the quality of service both simultaneously at 63.1% and partially at 29.9%, 35.2% and 8.3% respectively. The most dominant factor in determining service quality in this study is the employee ability factor of 35.2%, followed by the organizational structure factor of 19.9% and the service facility factor of 8.3%.

Keywords


Quality of Public Services; Organizational Structure; Employee Capabilities; Service facilities.

Full Text:

PDF

References


Daraba, D. (2015). Analisis faktor-faktor yang mempengaruhi kualitas pelayanan terpadu satu pintu dalam rangka mewujudkan pemerintahan yang baik di kabupaten takalar. Jurnal Administrasi Publik, 5.

Ghozali, I. (2016). Universitas Diponegoro Aplikasi Analisis Multivariete Dengan Program IBM SPSS 23 (Edisi 8).

Gibson, J., Ivancevich, J., & Konopaske, R. (2011). Organizations: Behavior, structure, processes. McGraw-Hill Higher Education.

Ivancevich, J.M. (2013). Human Resource Management. 12th ed. New York, NY: McGraw-Hill Irwin.

Khainuddin, K., Kusmanto, H., & Isnaini, I. (2019). Analisis Kualitas Pelayanan Publik Rawat Inap Pada Badan Layanan Umum Rumah Sakit Umum Daerah Kota Subulussalam. Strukturasi: Jurnal Ilmiah Magister Administrasi Publik, 1(1), 22-31

Moenir, H.A.S. (2010). “Manajemen Pelayanan Umum Di Indonesia.” Manajemen pelayanan umum di Indonesia.

Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human resource management, 30(3), 335-364.

Permana, A. A., Hariani, D., & Widowati, N. (2015). Analisis Kinerja Organisasi Kantor Pertanahan Kota Semarang. Journal of Public Policy and Management Review, 4(2), 442-452.

Rachman, A., & Djumiarti, T. (2019). Kualitas Pelayanan Dalam Proses Pembuatan E-Ktp Di Tpdk Dispendukcapil Kecamatan Ngaliyan, Kota Semarang. Journal Of Public Policy And Management Review, 8(4), 380-391.

Ratminto, and Winarsih, A.S., (2006). Manajemen Pelayanan. Kedua. Yogyakarta: Pustaka Pelajar.

Santoso, S. (2014). Jakarta: PT Elex Media Komputindo Statistik Multivariat Edisi Revisi.

Sekaran, U. (2011). “Metodologi Penelitian Untuk Bisnis. Jakarta: Salemba Empat.” Annals of Tourism Research.

Singarimbun, M. (1989). LP3ES Metode Penelitian Survai.Pdf.

Siswanto, H.B. (2005). Pengantar Manajemen. Jakarta: Bumi Aksara.

Sugiyono. (2010). “Metode Penelitian Bisnis. Pendekatan Kuantitatif, Kualitatif Dan R & D.” Bandung: Alfabeta.

Sutrisno, H. (2004). Metodologi Research 2. Yogyakarta: Andi Offset.

Thoha, M. (2014). Perilaku Organisasi. Jakarta: Rineka Cipta.




DOI: https://doi.org/10.31289/perspektif.v11i2.5897

Article Metrics

Abstract view : 0 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Universitas Medan Area

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.