[ABSTRAK
Penelitian ini bertujuan untuk mengetahui bagaimana kepuasan masyarakatterhadap kinerja Suku Dinas Pariwisata Kota Administrasi Jakarta Timur dalammemberikan pelayanan perizinan usaha pariwisata, sehingga dapat diketahuilangkah perbaikan yang perlu dilakukan agar kualitas pelayanan yang diberikankepada masyarakat semakin meningkat. Metode penelitian yang digunakan adalahmetode deskriptif dengan menggunakan pendekatan mix method. Pengumpulandata dilakukan dengan mengambil hasil pengisian kuesioner indeks kepuasanmasyarakat yang telah disebarkan oleh petugas loket Pelayanan Terpadu SatuPintu (PTSP) kepada masyarakat yang telah selesai mengurus izin usahapariwisata. Hasil penelitian menunjukkan bahwa secara keseluruhan kinerjapelayanan perizinan usaha pariwisata di instansi ini adalah baik dengan nilaiIndeks Kepuasan Masyarakat 3,12. Namun demikian masih ada beberapa unsurpelayanan yang perlu diperbaiki kualitas pelayanannya yaitu: kedisiplinan petugaspelayanan, kecepatan petugas pelayanan, dan kepastian jadwal pelayanan. Untukmemperbaiki unsur kedisiplinan petugas pelayanan dan unsur kepastian jadwalpelayanan, maka instansi ini perlu melakukan penambahan jumlah SDM untukmelayani masyarakat yang mengurus izin usaha pariwisata. Jika penambahanjumlah SDM tidak memungkinkan, maka instansi ini perlu menerapkan sistempendaftaran TDUP secara online melalui website. Untuk memperbaiki unsurkecepatan petugas pelayanan, maka instansi ini perlu menganggarkan danmelaksanakan kegiatan sosialisasi kepada masyarakat mengenai persyaratan danprosedur dalam mengurus izin usaha pariwisata.
ABSTRACT
The purpose of this study is to determine public satisfaction on the performance ofTourism Department of East Jakarta Local Government in providing permittingservices for tourism businesses. Therefore, they can see what improvements areneeded in order to increase the quality of public services provided. This is adescriptive study using mix methods approach. Data are collected by taking theresults of the public satisfaction index questionnaires that has been distributed bythe One Stop Service Center (PTSP) to those who has completed the tourismbusiness permit administration. The results show that the overall performance oftourism businesses? permitting services provided by the department can becategorized as good with the value of 3.12 public satisfaction index. However,there are some issues of service that need to be improved, such as discipline ofservice officer, agility of service officer, and certainty of service schedule.To improve discipline of service officer and certainty of service schedule, thedepartment needs to increase the amount of human resources providing permittingservices for tourism businesses. If the increase of the number of human resourcesis not possible, then the department needs to implement a TDUP onlineregistration system through the website. To improve agility of service officer, thenthe department needs to budget and conduct socialization to the public on therequirements and procedures of tourism business permit administration, The purpose of this study is to determine public satisfaction on the performance ofTourism Department of East Jakarta Local Government in providing permittingservices for tourism businesses. Therefore, they can see what improvements areneeded in order to increase the quality of public services provided. This is adescriptive study using mix methods approach. Data are collected by taking theresults of the public satisfaction index questionnaires that has been distributed bythe One Stop Service Center (PTSP) to those who has completed the tourismbusiness permit administration. The results show that the overall performance oftourism businesses’ permitting services provided by the department can becategorized as good with the value of 3.12 public satisfaction index. However,there are some issues of service that need to be improved, such as discipline ofservice officer, agility of service officer, and certainty of service schedule.To improve discipline of service officer and certainty of service schedule, thedepartment needs to increase the amount of human resources providing permittingservices for tourism businesses. If the increase of the number of human resourcesis not possible, then the department needs to implement a TDUP onlineregistration system through the website. To improve agility of service officer, thenthe department needs to budget and conduct socialization to the public on therequirements and procedures of tourism business permit administration] |
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