EVALUASI PELAYANAN ADMINISTRASI TERPADU (PATEN) DENGAN MENGGUNAKAN METODE SERVQUAL SIX SIGMA (STUDI KASUS DI KECAMATAN KURANJI, PADANG)

Authors

  • Hesti Yolanda
  • Izzati Rahmi HG
  • Maiyastri .

DOI:

https://doi.org/10.25077/jmu.6.1.118-127.2017

Abstract

Abstrak. Pelayanan publik merupakan kegiatan atau rangkaian kegiatan dalam rangka
pemenuhan kebutuhan pelayanan bagi setiap warga negara atas barang, jasa dan
pelayanan administratif yang disediakan oleh penyelenggara pelayanan publik. Untuk
meningkatkan pelayanan publik, pada tahun 2010 melalui Permandagri no 4, pemerintah
mengeluarkan pedoman pelayanan administrasi terpadu kecamatan (PATEN). Penelitian
ini bertujuan untuk menganalisis tingkat kepuasan masyarakat terhadap PATEN di Kantor
Camat Kuranji dan mengevaluasi pelayanan publik di Kantor Camat Kuranji melalui
penilaian masyarakat dengan cara menerapkan metode Servqual Six Sigma. Berdasarkan
hasil analisis, dapat diketahui bahwa kualitas pelayanan pada Kantor Camat Kuranji
belum sesuai dengan kriteria yang ditentukan. Dari analisis proses perhitungan Servqual
menunjukkan bahwa masih terdapat indikator-indikator yang belum mencapai target
kepuasan, dengan nilai rata-rata tingkat kepuasan yaitu sebesar 80,81406%, sedangkan
dari analisis Six Sigma, diperoleh nilai rata-rata DPMO sebesar 191859,4 dan rata-rata
nilai sigma sebesar 2,4. Berdasarkan hasil pengukuran baseline kinerja, terdapat 14 indikator
yang berada dibawah nilai rata-rata tingkat kepuasan, nilai rata-rata DPMO dan
rata-rata nilai Sigma. Dari 14 indikator tersebut, melalui analisis dengan menggunakan
diagram pareto dapat diketahui bahwa indikator yang menjadi prioritas untuk dilakukan
perbaikan adalah ruang terbuka hijau yang belum tertata kerapiannya serta area parkir
yang belum aman, nyaman dan teratur.

Kata Kunci: Pelayanan publik, Servqual, Six Sigma, Baseline kinerja

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Published

01-02-2017

Issue

Vol. 6 No. 1 (2017)

Section

Articles

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