Identifikasi Perceived Quality Pelayanan Perizinan Dinas Penerbangan dan Maritim Berdasarkan Pendekatan Kepuasan Masyarakat di Lingkungan Direktorat Jenderal SDPPI
DOI:
https://doi.org/10.22441/incomtech.v7i2.1167Keywords:
Perceived Quality, Kepuasan Masyarakat, SEM, AmosAbstract
Dalam konsep New Public Management (NPM), birokrasi pemerintah sebagai pemberi pelayanan kepada masyarakat dituntut untuk lebih mengedepankan aspek hasil (results) dibandingkan dengan sekedar kontrol terhadap pembelanjaan anggaran dan kepatuhan terhadap prosedur. Bagi lembaga pelayanan publik, reformasi pada bidang aparatur negara ini berimplikasi secara mendasar pada pelaksanaan tugas pokok dan fungsinya. Pelayanan publik merupakan hal penting dalam pelaksanaan dan penyelenggaraan program pemerintah. Pelayanan publik menjadi bagian dari birokrasi yang harus direformasi sebagaimana ditegaskan dalam Undang-Undang Republik Indonesia Nomor 17 Tahun 2007 tentang Rencana Pembangunan Jangka Panjang Nasional 2005-2025 (RPJPN 2005-2025). Salah satu fungsi pemerintah dalam pelayanan publik adalah perizinan. Perizinan merupakan pemberian legalitas kepada seseorang atau pelaku usaha atau kegiatan tertentu baik dalam bentuk izin maupun tanda daftar usaha. Perizinan frekuensi radio merupakan pelayanan publik yang dilaksanakan oleh Direktorat Jenderal Sumber Daya dan Perangkat Pos dan Informatika (Ditjen SDPPI). Pelayanan publik yang prima menjadi faktor kunci keberhasilan pemerintah dalam terwujudnya pelayanan terbaik kepada masyarakat. Kualitas pelayanan tersebut mencakup waktu pelayanan yang cepat, akurat dan memberikan kepastian hukum. Pada tulisan ini akan dicoba dibahas lebih lanjut mengenai teknik pengukuran persepsi kualitas pelayanan (Perceived Service Quality) metode Structural Equation Modelling (SEM) atau model persamaan struktural, yaitu suatu analisis yang dapat digambarkan sebagai kombinasi antara regresi berganda dan analisis faktor untuk menduga hubungan yang tidak bebas tetapi saling berhubungan secara bersama-sama.Downloads
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