Analisis Kualitas Pelayanan Publik Pada Program Dispenduk Care of Disabilities & Social Inclusion (D-Cards) Bagi Penyandang Disabilitas Di Kota Malang (Studi Pada Dinas Kependudukan Dan Pencatatan Sipil Kota Malang)

Novindra, Salsabila Putri and Tia Subekti, S.IP., MA (2024) Analisis Kualitas Pelayanan Publik Pada Program Dispenduk Care of Disabilities & Social Inclusion (D-Cards) Bagi Penyandang Disabilitas Di Kota Malang (Studi Pada Dinas Kependudukan Dan Pencatatan Sipil Kota Malang). Sarjana thesis, Universitas Brawijaya.

Abstract

Pemerintah memiliki kewajiban untuk memberikan pelayanan publik yang berkualitas bagi seluruh masyarakat, termasuk penyandang disabilitas untuk menciptakan kesetaraan. Dinas Kependudukan dan Pencatatan Sipil Kota Malang hadir dalam program Dispenduk Care of Disabilities & Social Inclusion (D-Cards) untuk memenuhi pelayanan administrasi kependudukan sebagai pelayanan publik dasar, khusus untuk penyandang disabilitas. Penelitian ini menggunakan metode kualitatif. Teknik pengumpulan data ialah wawancara, observasi dan dokumentasi. Analisis data yang digunakan ialah pengumpulan data, kondensasi data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukan bahwa kualitas pelayanan D-Cards dengan menggunakan indikator tangible, reliability, responsiveness, assurance dan empathy. (1) Penampilan pegawai sudah rapi dan bersih. Fasilitas fisik dalam indikator tangible masih memiliki kekurangan pada ukuran toilet difabel yang tidak ramah bagi penyandang disabilitas kursi roda. (2) Petugas dapat mengoperasikan alat bantu perekaman, namun belum memiliki keahlian dalam bahasa isyarat dan pembuatan dokumen braille. (3) Aspek responsiveness terpenuhi, karena petugas telah cepat dan tepat, dalam merespon kebutuhan dan keluhan dari masyarakat. (4) Tidak ada biaya yang dipungut, program D-Cards telah memiliki legalitas layanan, namun terdapat perbedaan dalam waktu pelayanan yang tidak sesuai aturan. (5) Masyarakat masih merasakan adanya diskriminasi dari petugas Dispendukcapil di tingkat kelurahan. Berdasarkan penelitian ini, penilaian kualitas pelayanan program D-Cards di Dispendukcapil Kota Malang telah memenuhi dimensi responsiveness, dan masih perlu peningkatan pada dimensi tangible, reliability, assurance dan empthy.

English Abstract

The government has an obligation to provide quality public services to all citizens, including people with disabilities, to create equality. The Department of Population and Civil Registration of Malang City participates in the Dispenduk Care of Disabilities & Social Inclusion (D-Cards) program to fulfill basic public services in population administration, specifically for people with disabilities. This study uses a qualitative method. Data collection techniques include interviews, observations, and documentation. Data analysis involves data collection, data condensation, data display, and conclusion drawing. The research results indicate that the quality of D-Cards services is assessed using the indicators of tangible, reliability, responsiveness, assurance, and empathy. (1) Employee appearance is neat and clean. However, physical facilities under the tangible indicator still lack, especially with the size of the disabled toilet, which is not wheelchair accessible. (2) Officers are able to operate recording assistance tools but do not yet have skills in sign language or braille document preparation. (3) The responsiveness aspect is met, as officers have responded quickly and accurately to the needs and complaints of the community. (4) There are no service fees; the D-Cards program has legal service status, although there is inconsistency in service time that does not comply with regulations. (5) The community still perceives discrimination from Dispendukcapil officers at the village level. Based on this study, the service quality assessment of the D-Cards program at the Malang City Population and Civil Registry Office has met the responsiveness dimension, but improvements are still needed in the dimensions of tangible, reliability, assurance, and empathy.

Text (DALAM MASA EMBARGO) Salsabila Putri Novindra.pdf Restricted to Registered users only Download (7MB)

Actions (login required)

View Item