KUALITAS PELAYANAN PERIJINAN RETRIBUTIF PEMERINTAH KABUPATEN JEPARA

Abstract

This research on quality of retributive permit service of Jepara Regencial Government, was intended to compare existing theories and concepts on quality of service to existing condition in Jepara regency, especially in the field of retributive permit service. Besides, it was also intended to know correlation between System and Procedure with quality of service, the Official Competence with quality of service, as well as Facilities with quality of service. These three variables were also simultaneously tested in terms of their relation with Quality of Service as dependent variable. This research employed explanatory method with correlative, qualitative and quantitative approaches. Data analysis technique was statistic method with Likert scale, Rank Kendall Correlation Coefficient, and Concordance Kendall W Coefficient. Research findings show that there was positive relation between system and procedure and quality of service at 0.271 coefficient value; positive relation between official competence and quality of service at 0.419 coefficient value; and positive relations between facilities and quality of service at 0.384 Rank Kendall coefficient value. Besides, it was also proved that there was relation between system and procedure, official competence and facilities simultaneously with quality of service at 0.292 Concordance Kendall at 99% significance level. Penelitian tentang kualitas pelayanan perijinan retributif Pemerintah Kabupaten Jepara lni cilaktkan dengan maksud untuk rnancocckkan teal-teal atau konsep-kcnsep tentang kualitas jasa pelayanan dengan dengan kcncisi rill di Kabupaten Jepara, khususiya dibidang pelayanan perijinan retributif. Selain itu, penelitian Ini dilaksanakan dengan tujUan urtuk mengetahui korelasi antara sistem dan prosedur dengan kualitas pelayanan, kompetensi petugas dengan kualitas pelayanan serta fasilitas dengan kualitas pelayanan ; denikian jugs hubungarrya secara berSama-sama antara sistem prosedur, kompetensi petugas dan fasilitas dengan kualitas pelayanan. Penelitian menggunakan meted:04 eksplanatcry dengan pendekatan ka-elaslcnal, kualitatif dan kuantitatlf. Teknik analisa data menggt.nakan metode statistik dengan skala Ukert, koefisien Kicrelasi Rank Kendall dan Koefisien Kalwrdansi Kendall W. Hasil penelitian nernbuktikan adanya hubungan positif antara sistem prosedur dengan kualitas pelayanan tercapal koefisien sebesar 0,271 ; terdapat hUbungan positif antara kompetensl petugas dengan kualitas pelayanan tercapal koefisien sebesar 0,419 ; adanya hubungan positif antara fasilitas dengan kualitas pelayanan tercapai koefisien Rank Kendall sebesar 0,384. Demikian pula terbukti adanya hubungan secara bersama¬sarna antara sistern dan prosedur, karpetensi petugas dan fasilitas dengan kualitas pelayanan tercapai koefisien Kcnkcrdansi Kendall sebesar 0,292 pada tingkaf signifikan 99 %.