KUALITAS LAYANAN PUBLIK DIGITALISASI (Studi pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Palembang)

Aryanisila Aryanisila

Abstract


Tujuan penelitian ini adalah untuk menganalisis kualitas layanan publik yang dilakukan secara digital di Kota Palembang. Teknik pengumpulan data dilakukan dengan wawancara, observasi dan dokumentasi. Sumber data yang digunakan adalah data primer dan data sekunder. Data dianalisis dengan menggunakan analisis data model interaktif. Hasil penelitian ini menunjukkan bahwa kualitas dari pelayanan publik yang dilakukan secara digital di Kota Palembang secara umum sudah baik. Hal tersebut dapat dilihat dimensi-dimensi yang ada, yaitu: tangible (bukti nyata), sudah ada website Sistem Informasi Pelayanan Perizinan Online. Reliability, kemampuan pegawai dalam memberikan layanan digital sudah baik, dan pegawai memberikan layanan yang cepat dan tepat. Responsiveness, idealnya ada layanan melalui hotline service atau menggunakan nomor whatsapp yang bisa ditampilkan di websiete, namun itu belum terpenuhi. Assurance, layanan yang diberikan kepada Masyarakat sudah tepat waktu, adanya jaminan biaya dan adanya fitur pengaduan dan cek status. empathy, belum terpenuhi. Ini diakibatkan bahwa dengan pelayanan digital (online), maka pihak pemerintah tidak bisa bertatap muka dengan Masyarakat. Indikator empathy susah diukur karena indikator senyum, sapa salam belum bisa tercapai.


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DOI: http://dx.doi.org/10.30872/jar.v11i1.9821

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