MANAJEMEN PELAYANAN PUBLIK DI UNIT LAYANAN TERPADU LPMP PROVINSI KALIMANTAN TENGAH

Abstract

Abstrak: Penelitian ini bertujuan untuk mendeskripsikan tentang Manajemen Pelayanan Publik di Unit Layanan Terpadu (ULT) Lembaga Penjaminan Mutu Pendidikan (LPMP) Provinsi Kalimantan Tengah. Penelitian ini menggunakan pendekatan kualitatif deskriptif. Sumberdata ditetapkan dengan tenik purposive sampling, meliputi: Penanggung jawab ULT, Koordinator ULT, dan Pegawai ULT. Teknik pengumpulan data melalui: observasi, wawancara, dan dokumentasi. Analisis data melalui tahapan: pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Pengabsahan data menggunakan teknik triangulasi dan member check. Hasil penelitian ini menunjukan bahwa Manajemen Pelayanan Publik di ULT LPMP Provinsi Kalimantan Tengah terlaksana dengan baik. Berdasarkan hasil survei kepuasan pelanggan bulan januari-maret 2020, tingkat kepuasan masyarakat berada pada kategori baik dengan rerata 3,63 yang menandakan bahwa pelayanan sudah sesuai dengan harapan masyarakat. Abstract: This study aims to describe the Public Service Management in the Integrated Service Unit (ULT) of the Education Quality Assurance Institute (LPMP) of Central Kalimantan Province. This study uses a descriptive qualitative approach. Data sources were determined by purposive sampling technique, including: ULT Person in Charge, ULT Coordinator, and ULT Employee. Data collection techniques through: observation, interviews, and documentation. Data analysis through stages: data collection, data reduction, data presentation, and drawing conclusions. Validation of data using triangulation and member check techniques. The results of this study indicate that Public Service Management at ULT LPMP Central Kalimantan Province is well implemented. Based on the results of the customer satisfaction survey in January-March 2020, the level of community satisfaction is in the good category with an average of 3.63 which indicates that the service is in accordance with community expectations.