Bagas Adhi Pratama, . (2025) ANALISIS EFEKTIVITAS PELAYANAN TERPADU SATU PINTU DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK: Studi Kasus Perbandingan Kinerja Pelayanan Terpadu Satu Pintu di Kecamatan Cakung dan Duren Sawit. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Public service is one of the primary responsibilities of the government in fulfilling citizens’ needs, especially through the One-Stop Integrated Service (PTSP) at the sub-district level. This research aims to analyze the effectiveness of PTSP in improving public service quality, using a comparative case study of PTSP performance in Cakung and Duren Sawit Sub-districts, East Jakarta. Employing public service indicators including procedures and service quality, staff competence and professionalism, supporting facilities and infrastructure, as well as evaluation and community participation in oversight, this study explores which sub-district excels in service effectiveness. Using a descriptive qualitative approach to explore the experiences and perceptions of PTSP service users, the findings show that PTSP Cakung excels in inclusivity and providing dedicated services for vulnerable groups, while PTSP Duren Sawit excels in leveraging technology and social media as communication and complaint platforms. Moreover, community participation in evaluation and monitoring is more active in Duren Sawit. This research concludes that effective public services require technology-based innovation, inclusive service provision, and two-way communication between service providers and users. Local governments are advised to enhance inter-sub-district collaboration, conduct knowledge-sharing, and standardize public services to achieve better and more sustainable PTSP service quality.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2110413153] [Pembimbing: Luky Djuniardi Djani] [Penguji 1: Ardli Johan] [Penguji 2: Fatkhuri] |
| Uncontrolled Keywords: | Public service, PTSP, Service Effectiveness, New Public Service, Good Governance, Cakung Sub-district, Duren Sawit Sub-district, Community Participation. |
| Subjects: | J Political Science > JA Political science (General) J Political Science > JS Local government Municipal government |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Politik (S1) |
| Depositing User: | BAGAS ADHI PRATAMA |
| Date Deposited: | 09 Sep 2025 08:24 |
| Last Modified: | 09 Sep 2025 08:24 |
| URI: | http://repository.upnvj.ac.id/id/eprint/38684 |
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