Kualitas Pelayanan Surat Keterangan Catatan Kepolisian Online: Studi Kasus di Kepolisian Resor Sidoarjo
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Abstract
This study aims to describe the quality of online police record certificate (SKCK) services with a case study at the Sidoarjo Resort Police. The service quality theory approach used is Parasuraman, Zeithml, Berry with five indicators, namely: tangible, reliability, responsiveness, assurance, and empathy. The method used in this research is descriptive qualitative research method. Data collection is done by observation, interviews, documentation. Determination of informants is determined by purposive sampling and then followed by the snowball technique. Check the validity of the data using data triangulation. Data analysis used qualitative analysis with stages, data reduction, data presentation, and conclusion drawing. The conclusion of the study is that the innovation of online SKCK services at the Sidoarjo Police is seen from the quality of services that run more efficiently and make it easier for the community.
Keywords: innovation, public service, service quality
Abstrak
Penelitian ini bertujuan mendiskripsikan kualitas pelayanan surat keterangan catatan kepolisian (SKCK) online dengan studi kasus di Kepolisian Resor Sidoarjo. Pendekatan teori kualitas pelayanan yang digunakan dari Parasuraman, Zeithml, Berry dengan lima indikator yaitu: tangible, reliability, responsiveness, assurance, dan emphaty. Metode yang digunakan dalam penelitian ini adalah metode penelitian kualitatif deskriptif. Pengumpulan data dilakukan dengan observasi, wawancara, dokumentasi. Penentuan informan ditentukan dengan purposive sampling lalu dilanjutkan dengan teknik snowball. Pemeriksaan keabsahan data menggunakan Triangaulasi data. Analisis data menggunakan analisis kualitatif dengan tahapan, reduksi data, penyajian data, penarikan kesimpulan. Kesimpulan penelitian adalah inovasi layanan SKCK online di Polres Sidoarjo dilihat dari kualitas pelayanan berjalan dengan lebih efisien dan memudahkan masyarakat.
Kata kunci: inovasi, layanan publik, kualitas pelayanan
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Jurnal Governance and Administrative Reform by Unair is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
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