FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PERIZINAN PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU DI KABUPATEN MINAHASA TENGGARA
Abstract
ABSTRAK
Penelitian ini bertujuan untuk menganalisa pengaruh organisasi, kepemimpinan, kemampuan dan ketrampilan, penghargaan dan pengakuan terhadap kualitas pelayanan perizinan pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu di Kabupaten Minahasa Tenggara.
Penelitian ini menggunakan bentuk penelitian survei dengan pendekatan kuantitatif. Responden yang dijadikan sampel sebanyak 67 (enam puluh tujuh) orang yang terdiri atas masyarakat yang mengurus suatu jenis pelayanan di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu di Kabupaten Minahasa Tenggara sebanyak 47 orang dan 20 orang pegawai kantor. Teknik analisa data menghitung korelasi serta pengujian korelasi dengan metode Spearmanrho, yaitu: Organisasi terhadap kualitas pelayanan, kepemimpinan terhadap kualitas pelayanan, Kemampuan dan keterampilan terhadap kualitas pelayanan, penghargaan dan pengakuan terhadap kualitas pelayanan.
Hasil penelitian menunjukkan bahwa organisasi berpengaruh terhadap kualitas pelayanan , kepemimpinan berpengaruh terhadap kualitas pelayanan, kemampuan dan keterampilan berpengaruh terhadap kualitas pelayanan, penghargaan dan pengakuan berpengaruh terhadap kualitas pelayanan.Dari keempat faktor yang berhubungan tersebut, faktor kemampuan dan ketrampilan memiliki tingkat signifikansi yang sangat signifikan terhadap kualitas pelayanan.
Kata Kunci :pelayanan publik, organisasi, kepemimpinan, kemampuan pegawai dan pengakuan serta penghargaan
ABSTRACT
This study aims to analyze the influence of the organization, leadership, abilities and skills, appreciation and recognition of the quality of licensing services at the One Stop Investment and Integrated Services Agency in Southeast Minahasa Regency.This study uses a survey research form with a quantitative approach. Respondents who were sampled were 67 (sixty seven) people consisting of people who manage a type of service at the Investment Service and One Stop Integrated Service in Southeast Minahasa Regency as many as 47 people and 20 office employees. The data analysis technique calculates the correlation and correlation testing with the Spearmanrho method, namely: Organization for service quality, leadership for service quality, ability and skills for service quality, appreciation and recognition of service quality.The results showed that organization had an effect on service quality, leadership had an effect on service quality, ability and skills had an effect on service quality, recognition and recognition had an effect on service quality. Keywords : public services quality , organization, leadership, employee ability, recognition and appreciationFull Text:
PDFDOI: https://doi.org/10.35794/jpekd.32822.21.2.2020
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