Klampid New Generation Sebagai Bentuk Peningkatan Pelayanan Publik di Kelurahan Gunung Anyar Kota Surabaya. (Klampid New Generation as a Form of Improving Public Services in The Gunung Anyar Village, Surabaya City).

Putra, Sendhi Cahyono (2022) Klampid New Generation Sebagai Bentuk Peningkatan Pelayanan Publik di Kelurahan Gunung Anyar Kota Surabaya. (Klampid New Generation as a Form of Improving Public Services in The Gunung Anyar Village, Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Pelayanan publik merupakan pelayanan yang diselenggarakan oleh penyelenggara pelayanan (organisasi atau instansi pemerintah )sebagai upaya yang digunakan untuk memenuhi kebutuhan dari masyarakat. Salah satu contoh pelayanan publik adalah pelayanan administrasi kependudukan yang diselenggarakan oleh Dispenduk Capil. Dispenduk Capil Kota Surabaya telah melakukan berbagai inovasi di dalam kegiatan pelayanan administrasi kependudukan. Inovasi yang dilakukan berupa pelayanan secara online melalui Klampid Surabaya yang sudah dikembangkan kegenerasi kedua. Generasi pertama bernama E-Klampid Surabaya yang masih memiliki beberapa kekurangan. Untuk meningkatkan kualitas pelayanan administrasi kependudukan, Dispenduk Capil Kota Surabaya mengeluarkan Generasi kedua, bernama Klampid New Generation. Tujuan dari pengembangan ini adalah untuk mengurangi terjadinya kesalahan di dalam pengisian formulir permohonan yang sering terjadi. Selain itu bertujuan untuk meningkatkan kualitas pelayanan yang baik dan seefisien mungkin. Jenis penelitian menggunakan metode kualitatif dengan pendekatan deskritif yaitu pengumpulan data yang diperoleh dari hasil wawancara, observasi, dan dokumentasi. Teknik pengumpulan data yang digunakan adalah insidental sampling yaitu siapa saja yang secara kebetulan bertemu dengan peneliti dapat dilakukan pengambilan sampel, asalkan narasumber tersebut sudah sesuai dengan sumber data yang akan diambil. Fokus penelitian pada peningkatan kualitas pelayanan administrasi kependudukan di Kantor Kelurahan Gunung Anyar Kota Surabaya menggunakan Klampid New Generation berdasarkan indikator Keandalan, Daya Tanggap, Jaminan,Empati, dan Bukti Fisik. Selain itu mencari faktor-faktor penghambat, pendorong, dan upaya yang dilakukan untuk meningkatkan kualitas pelayanan. Hasil penelitian menunjukan peningkatan paling signifikan yang dirasakan oleh penerima pelayanan,, yaitu mengenai adanya kepastian jaminan yang meliputi waktu, biaya, dan keamanan. Masyarakat merasa puas dengan waktu pelayanan yang lebih cepat serta biaya yang gratis.

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