Kualitas Pelayanan Pada Dinas Pemadam Kebakaran Kota Tangerang Selatan

Irma Luthfiani Adisty, Irma (2023) Kualitas Pelayanan Pada Dinas Pemadam Kebakaran Kota Tangerang Selatan. Skripsi (S1) thesis, Fisip Universitas Muhammadiyah Jakarta.

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1. Halaman Judul.pdf
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2. Abstrak.pdf
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3. Lembar Pernyataan Orisinalitas.pdf
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4. Lembar Persetujuan dan Lembar Persembahan.pdf
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5. Kata Pengantar.pdf
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6. Daftar Isi.pdf
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7. Daftar Tabel.pdf
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8. Daftar Gambar.pdf
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9. Daftar Lampiran.pdf
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10. BAB I.pdf
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11. BAB II.pdf
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12. BAB III.pdf
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13. BAB IV.pdf
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14. BAB V.pdf
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15. BAB VI.pdf
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16. Daftar Pustaka.pdf
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Abstract

ABSTRAK Nama : Irma Luthfiani Adisty Program Studi : Ilmu Administrasi Publik Judul : Kualitas Pelayanan Pada Dinas Pemadam Kebakaran Kota Tangerang Selatan Jumlah Halaman : xv + 74 Halaman + 7 Tabel + 8 Gambar + 6 Lampiran Penelitian ini bertujuan untuk mengetahui dan menganalisis Kualitas Pelayanan Pada Dinas Pemadam Kebakaran Kota Tangerang Selatan. Hal ini didasar dari permasalahan yang terjadi dalam pelayanan dinas Pemadam Kebakaran Kota Tangerang Selatan, seperti masalah kurangnya kualitas sumber daya manusia, kompetensi sumber daya manusia yang tidak memenuhi kualifikasi, minimnya infrastruktur terkait ketersediaan sarana dan prasarana armada yang masih kurang, belum sesuainya jumlah cakupannya, belum optimalnya layanan pengaduan pemadam kebakaran. Teori penelitian ini menggunakan teori Kualitas Pelayanan dalam konsep Zeithaml dengan 5 (lima) dimensi diantaranya Tangible (Berwujud), Reliability (Kehandalan), Responsibility (Daya Tanggap), Assurance (Jaminan), Emphaty (Empati). Desain penelitian yang digunakan adalah pendekatan Kualitatif dengan metode deskriptif. Metode pengumpulan data dilakukan dengan wawancara, observasi, dan dokumentasi. Hasil penelitian dari 5 (lima) dimensi. Tangible secara keseluruhan belum baik dilihat dari indikator fasilitas fisik armada dan alat kerja yang sudah mulai berkarat, Realibility keahlian petugas dalam menggunakan alat kerja untuk memberikan pelayanan sudah baik setiap petugas dibekali dengan pembinaan oprasikan alat kerja namun terdapat kekurangan yakni petugas baru 30% petugas yang sudah tersertifikasi, Responsibility secara keseluruhan sudah baik hal ini berdasarkan indikator-indikator penilaian yang digunakan mendapatkan hasil yang baik, karena dalam hal respon/ketanggapan tentu Dinas Pemadam Kebakaran sangat tanggap, Assurance Dinas Pemadam Kebakaran Kota Tangerang Selatan sudah memberikan jamianan terhadap petugasnya dan juga masyarakat penerima layanan, Emphaty petugas memberikan pelayanan dengan ramah dan sopan juga mendahulukan kepentingan masyarakat dengan tidak membedakan atau diskriminasi. Kata Kunci : Kualitas, Pelayanan, Pemadam Kebakaran Referensi : 15 Buku + 10 Jurnal + 6 Website Pembimbing : Abdul Rahman, S.AP., M.A. v ABSTRACT Name : Irma Luthfiani Adisty Study Program : Public Administration Title : Quality Of Service At Tangerang Selatan Fire Fighting Department Number of Pages : xv + 74 Pages + 7 Tables + 8 Pictures + 6 Attachments This study aims to determine and analyze the quality of service at the South Tangerang City Fire Department. This is based on the problems that occur in the services of the South Tangerang City Fire Service, such as the problem of lack of quality human resources, competence of human resources who do not meet the qualifications, lack of infrastructure related to the availability of fleet facilities and infrastructure that are still lacking, the amount of coverage is not appropriate, not yet optimal firefighting complaint service. The theory of this research uses the theory of Service Quality in the Zeithaml concept with 5 (five) dimensions including Tangible, Reliability, Responsibility, Assurance, Emphaty. The research design used is a qualitative approach with descriptive methods. Methods of data collection is done by interviews, observation, and documentation. Research results from 5 (five) dimensions. Tangible as a whole is not good, seen from the indicators of the physical facilities of the fleet and work tools that have started to rust. The reliability of the expertise of officers in using work tools to provide service is good. certified, Responsibility as a whole is good this is based on the assessment indicators used to get good results, because in terms of response/response of course the Fire Service is very responsive, Assurance The South Tangerang City Fire Service has guaranteed its officers and also the receiving community service, Emphaty officers provide services in a friendly and courteous manner and also prioritize the interests of the community by not discriminating or discriminating. Keyword : Quality, Service, Fire Extinguisher Reference : 13 Books + 10 Journals + 6 Websites Supervisor : Abdul Rahman, S.AP., M.A

Item Type: Thesis (Skripsi (S1))
Subjects: H Social Sciences > HM Sociology
Divisions: Faculty of Social and Political Sciences > S1 Public Administration Science / Ilmu Administrasi Publik
Depositing User: EVA AIHULIA
Date Deposited: 23 Nov 2023 06:45
Last Modified: 23 Nov 2023 06:45
URI: http://repository.umj.ac.id/id/eprint/17118

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