Analisis Kualitas Pelayanan Publik Kecamatan Rancasari, Kota Bandung

Abstract

Abstract. Transformation of Public Services is included in the 7th National Priority based on the National Medium-Term Development Plan (RPJMN) 2020 – 2024. There are still many weaknesses in public services by government officials in the transformation of electronic-based services so that they cannot meet the quality expected by the community. This is marked by the absence of online public service media, thus creating difficulties for the community to provide services safely, especially during the Covid-19 pandemic. The purpose of this study is to assess the application of the principles of Good Urban Governance in Rancasari District based on the perception data of the Community Satisfaction Survey analysis juxtaposed with the objective data of the Public Service Performance Index analysis. This research uses descriptive research with survey method. The results showed that the application of the principles of Good Urban Governance was quite good, this was obtained from the conclusion of the SKM analysis in the District which was worth 83.11 with a quality B and the results of the analysis of the public service performance index which was worth 3.26 with a quality B- juxtaposed with 9 principles of the effectiveness and efficiency of Good Urban Governance. On the concept of sustainability, the Rancasari sub-district has not innovated in making services with an online system so that it helps in reducing the spread of the Covid-19 virus. In the concept of community involvement, in the preparation of Service Standards, the community is not involved which results in Service Standards not being in accordance with the wishes and needs of the community in terms of services.

Keywords: Public Service, Service Excellence, Community Satisfaction Index, Good Urban Governance.

Abstrak. Transformasi Pelayanan Publik termasuk ke dalam Prioritas Nasional ke 7 berdasarkan Rencana Pembangunan Jangka Menegah Nasional (RPJMN) 2020 - 2024 Pelayanan publik oleh aparatur pemerintah masih banyak dijumpai kelemahan dalam transformasi pelayanan berbasis elektronik sehingga belum dapat memenuhi kualitas yang diharapkan masyarakat. Bagi Kecamatan Rancasari hal ini ditandai dengan tidak adanya media pelayanan publik secara online, sehingga menciptakan kesulitan bagi masyarakat untuk melakukan pelayanan dengan aman terutama pada kondisi pandemic Covid-19. Tujuan penelitian ini untuk menilai penerapan prinsip Good Urban Governance pada Kecamatan Rancasari berdasarkan data persepsi analisis Survey Kepuasan Masyarakat disandingkan dengan data objektif analisis Indeks Kinerja Pelayanan Publik. Penelitian ini menggunakan metode penelitian deskriptif dengan metode survey. Hasil penelitian menunjukkan bahwa penerapan prinsip Good Urban Governance sudah cukup baik hal ini didapatkan dari kesimpulan hasil analisis SKM di Kecamatan yang bernilai 83,11 dengan mutu B dan hasil analisis indeks kinerja pelayanan publik yang bernilai 3,26 dengan mutu B- disandingkan dengan 9 prinsip efektifitas dan efisiensi Good Urban Governance. pada konsep keberlanjutan kecamatan rancasari belum berinovasi membuat pelayanan dengan system online sehingga membantu dalam mengurangi penyebaran virus covid-19. Pada konsep keterlibatan masyarakat, dalam penyusunan Standar Pelayanan masyarakat tidak dilibatkan yang mengakibatkan Standar Pelayanan tidak sesuai dengan keinginan dan kebutuhan masyarakat dalam hal pelayanan.

Kata Kunci: Pelayanan Publik, Pelayanan Prima, Indeks Kepuasan Masyarakat, Good Urban Governance.