KUALITAS PELAYANAN PERIZINAN PADA UNIT PELAKSANA TEKNIS PELAYANAN PERIZINAN TERPADU (P2T) PROVINSI JAWA TIMUR (Studi Deskriptif tentang Faktor Struktur Organisasi, Kemampuan Aparat dan Sistem Pelayanan yang Mempengaruhi Kualitas Pelayanan di UPT P2T Provinsi Jawa Timur)
Abstract: UPT P2T East Java
province is a model agency and get a lot of awards in the field of licensing
services. The purpose of this research is to describe how the factors that
affect the quality of service permissions UPT P2T East Java province used 3
factors such as organizational structure, the ability of the apparatus and
system services. This research uses qualitative methods, descriptive research
type, and the location of the research is UPT P2T East Java province.
Informants who taken in this study is the staff UPT P2T East Java and its
customers UPT P2T East Java. Determination technique using purposive informant.
Data collection is carried out by means of observation, in-depth interviews and
documentation. Data analysis using data reduction, data presentation then the
withdrawal of the conclusion. The results which obtained in this research
suggest that indicators from the factors of organizational structure that
affect the quality of service permissions UPT P2T East Java province to show
the division with the level of education and competence of duties and the
function the ability of the apparatus and system service is appropriate in
licensing services affect the quality at the UP2 P2T East Java province in
serving the customer/applicant that use the licensing service. Factor ability
apparatus that affect the quality of service permissions UPT P2T East Java
province to show consideration in placement office that the level of education,
all employees required join training/course, consistency attitude work shows is
good, expertise communication is good and technology mastery instrument work is
good. System factor of service, access
of services location have been strategic, clarity cost show that is in compliance with the applicable legislation,
The certainty of the time is already and Completeness the means and
infrastructure show that are appropriate and work fairly well.
Keywords: public service,
service licensing, quality of service, the factors that affect the quality of
service permissions
Penulis: Hendriawan Abrianto
Kode Jurnal: jpadministrasinegaradd120125
