Pengaruh Perilaku Birokrasi Terhadap Kualitas Pelayanan Publik (Studi di Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang)

Jurnal Administrasi Publik

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Title Pengaruh Perilaku Birokrasi Terhadap Kualitas Pelayanan Publik (Studi di Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang)
 
Creator Parasian Siahaan, Romual; Jurusan Administrasi Publik, Fakultas Ilmu Administrasi, Universitas Brawijaya, Malang
 
Description Abstract: Influence the Behavior of the Bureaucracy to the Quality of Public Services (Studies in Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang). The Government is a government organization which has authority in the provision of public services and perform the duty of meeting the needs of the community that needs service. The purpose of the establishment of the Government is to provide service to the community. Services provided to the community should reflect a sense of Justice for all members of society. This research uses a type of research quantitative approach with eksplanatory. Free variables in this study was a bureaucratic behavior (X) with indicators of civility, discipline, and caring. Variables bound in this research is the quality of the public service (Y) with certainty the time indicators, cost of service, access, and equality. Based on the analysis of the test t known t-count = 3,677, where the t-table = 1,652, then it can be inferred Ho denied and Ha received, It means there is a positive and significant influence between the behavior of the bureaucracy to the quality of public services in BP2T Kota Malang. Then, R square (coefficient of Determination) of 30,7%., indicates that the behaviour of the influential bureaucracy of 30,7% of the quality of public services. Then the value amounted to 69,3% more influenced by factors other than the variable X (a bureaucratic behavior). Keywords: behavior bureaucracy, quality, public services Abstrak: Pengaruh Perilaku Birokrasi Terhadap Kualitas Pelayanan Pubik (Studi di Badan Pelayanan Perijinan Terpadu (BP2T) Kota Malang). Pemerintah merupakan sebuah organisasi pemerintah yang memiliki kewenangan dalam pemberian pelayanan publik dan melakukan kewajiban memenuhi kebutuhan masyarakat yaitu kebutuhan pelayanan. Tujuan dibentuknya pemerintah adalah untuk memberikan pelayanan kepada masyarakat. Pelayanan yang diberikan kepada masyarakat seharusnya mencerminkan rasa keadilan bagi semua anggota masyarakat. Penelitian ini menggunakan jenis penelitian eksplanatori dengan pendekatan kuantitatif. Variabel bebas dalam penelitian ini adalah perilaku birokrasi (X) dengan indikator kesopanan, kedisiplinan, dan kepedulian. Variabel terikat dalam penelitian ini adalah kualitas pelayanan publik (Y) dengan indikator kepastian waktu, biaya pelayanan, akses, dan kesamaan hak. Berdasarkan analisis uji t diketahui t-hitung = 3,677, dimana t-tabel = 1,652, maka dapat disimpulkan Ho ditolak dan Ha diterima, artinya terdapat pengaruh positif dan signifikan antara perilaku  birokrasi terhadap kualitas pelayanan publik di BP2T Kota Malang. Kemudian, R square (Koefisien Determinasi) sebesar 30,7%., menunjukkan bahwa perilaku birokrasi berpengaruh sebesar 30,7% terhadap kualitas pelayanan publik. Kemudian nilai sebesar 69,3% lainnya dipengaruhi oleh faktor-faktor lain di luar variabel X (perilaku birokrasi).   Kata kunci: perilaku birokrasi, kualitas pelayanan publik
 
Publisher Jurusan Administrasi Publik, Fakultas Ilmu Administrasi, Universitas Brawijaya
 
Contributor
 
Date 2014-08-19
 
Type
 
Identifier http://administrasipublik.studentjournal.ub.ac.id/index.php/jap/article/view/528
 
Source Jurnal Administrasi Publik; Vol 2, No 6 (2014)
 
Language id
 

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