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Implementasi pelayanan prima (service excellent) pada pelayanan publik d ibagian perijinan penelitian asing Kementerian Riset Teknologi dan Pendidikan Tinggi Republik Indonesia
Penelitian ini dilakukan di bagian Perizinan Penelitian Asing, Kementerian Riset, Teknologi, dan Pendidikan Tinggi yang lebih dikenal dengan FRP. Penelitian ini dilakukan guna mengetahui implementasi pelayanan prima pada instansi pelayanan publik sebagai acuan bagi instansi lain yang bergerak dibidang yang sama. Penelitian ini dilakukan sejak bulan Oktober 2017 hingga Januari 2018. Penelitian ini menggunakan pendekatan kualitatif dengan metode dekskriptif. Pengumpulan data dilakukan melalui observasi, wawancara, serta studi dokumentasi. Informan dalam penelitian ini meliputi; Kepala Sub Direktorat Perizinan Penelitian, Kepala Seksi Monitoring dan Evaluasi, Kepala Seksi Administrasi, Staff Pemrosesan Aplikasi Visa, dan Staff Pemantau Progress Report. Pelayanan prima yang diterapkan oleh FRP telah dilakukan sejak tahun 2012. Standar pelayanan di FRP adalah standar dari International Organization of Standardization (ISO). Penilaian kualitas pelayanan prima diwujudkan melalui kuesioner kepuasan pelanggan yang diisi pelanggan secara online. Pelayanan publik di FRP melibatkan peneliti asing selaku penerima jasa, dan pegawai FRP selaku penyedia jasa. Selain melalui kuesioner kepuasan pelanggan, untuk mengoptimalkan hasil pelayanan, FRP sebaiknya melakukan evaluasi kualitas pelayanan dengan membuat rapat khusus. Selain itu, pengoptimalan website FRP juga agar lebih diperhatikan terutama perbaruan hasil rapat TKPIPA.
This research has conducted in Foreign Research Permit, Ministry of Research, Technology, and Higher Education it called FRP. This research conducted to understand the implementation service excellent of public service as references to other instantion with the same field of work. This research has conducted from October 2017 until January 2018. This research used qualitative approach and descriptive methode. The data has collected by observation, interview, and study of documentation. Informant of this research gain; Deputy Director of Research Permit, Head Section of Monitoring and Evaluation, Head Section of Administration, Staff of Visa Aplication Proccess, and Staff of Monitoring Progress Report. Service excellent which applied by FRP has been doing since 2012. The stadard of service excellent in FRP is the standard from International Organization of Standardization (ISO). The qualities of service excellent assesment realized with quesioner customer satisfaction that filled by the customers on online system. Public service in FRP is involving foreign researcher as service receiver and FRP employees as service provider. In addition of quesioner customer satisfaction, to optimalize the result of service, FRP is better to evaluate qualities service excellent by create a particular meeting. Besides optimalization of FRP website should has more attention especially on recently update of result meeting of TKPIPA.
SS00016632 | SK 16632 | UPT Perpustakaan UNJ (CD.01.2018.002) | Tersedia |
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