Penulis / NIM
KISMAN PANEO / 241421119
Program Studi
S1 - ADMINISTRASI PUBLIK
Pembimbing 1 / NIDN
Dr SRI YULIANTY MOZIN, S.T., MPA / 0006077509
Pembimbing 2 / NIDN
Dr. YAKOB NOHO NANI, S.Pd., M.Si / 0021117506
Abstrak
ABSTRAK
Kisman Paneo. 2022. NIM: 241421119. Kualitas Pelayanan Haji di Kantor Wilayah Kementerian Agama Provinsi Gorontalo (Studi Kasus Bidang Penyelenggaraan Haji dan Umrah). Skripsi Administrasi Publik Universitas Negeri Gorontalo. Pembimbing I: Dr. Sri Yulianti Mozin, ST, MPA, Pembimbing II: Dr. Yacob Noho Nani, S.Pd, M.Si
Fokus Penelitian ini membahas tentang: (1) Kualitas Pelayanan Haji di Kantor Wilayah Kementerian Agama Provinsi Gorontalo dengan indikator (a) Jaminan, (b) Empati, (c) Kehandalan, (d) Daya Tanggap, (e) Tampilan Fisik; (2) Faktor-faktor yang Mendukung dan Menghambat Kualitas Pelayanan Haji di Kantor Wilayah Kementerian Agama Gorontalo meliputi (a) Kepemimpinan, (b) Komunikasi, (c) Budaya Kerja. Metode yang digunakan dalam penelitian ini adalah jenis penelitian kualitatif-deskriptif, sedangkan teknik pengumpulan data yang digunakan adalah observasi, wawancara dan dokumentasi.
Hasil penelitian ini menemukan: (1) Kualitas pelayanan haji yang diberikan pihak Kantor Kementerian Agama Provinsi Gorontalo ditinjau dari aspek Jaminan, Empati, Kehandalan, Daya Tanggap, Tampilan Fisik telah menunjukkan pelayanan yang baik terhadap jamaah haji karena telah memberikan jaminan, pelayanan yang penuh perhatian dan kepedulian, pelayanan dengan cepat dan tepat, mampu merespon dan memahami kebutuhan, serta memberikan fasilitas sarana dan pra sarana yang dirasakan secara maksimal oleh jamaah haji; (2) Faktor-faktor yang menghambat dan Mendukung Kualitas Pelayanan di Kantor Wilayah Kementerian Agama ditinjau dari sisi Kepemimpinan, Komunikasi dan Budaya Kerja menunjukkan bahwa Pimpinan Kantor Wilayah Kementerian Agama Provinsi Gorontalo telah konsisten menerapkan gaya pimpinan transformatif, telah menunjukkan jalinan komunikasi efektif dalam memecahkan masalah, serta penerapan komitmen, kerjasama, integritas dan sikap kompetitif, sehingga mampu memberikan kualitas terhadap pelayanan Haji, meskipun terdapat oknum petugas haji yang abai terhadap kedisiplinan waktu.
Kata Kunci: Kualitas, Pelayanan Haji
ABSTRACT
Kisman Paneo. 2022. Student ID Number 241421119. Hajj Services Quality at the Regional Office of the Ministry of Religious Affairs of Gorontalo Province (Case Study of Hajj and Umrah Implementation). Undergraduate Thesis of Public Administration Study Program, Universitas Negeri Gorontalo. The Principal Supervisor is Dr. Sri Yulianti Mozin, ST, MPA, and The Co-Supervisor is Dr. Yacob Noho Nani, S.Pd, M.Si.
The focus of this research is: (1) hajj services quality at the Regional Office of the Ministry of Religious Affairs of Gorontalo Province with several indicators (a) guarantee, (b) empathy, (c) reliability, (d) responsiveness, and (e) physical appearance. (2) supporting and inhibiting factors of the hajj services quality at the Regional Office of the Ministry of Religious Affairs of Gorontalo include (a) Leadership, (b) Communication, and (c) Work Culture. The research uses a gualitative-descriptive method, and the data are collected through observation, Interviews, and documentation.
The results of this research are: (1) The hajj services quality provided by the Office of the Ministry of Religious Affairs of Gorontalo Province in terms of guarantee, empathy, reliability, responsiveness, and physical appearance. They demonstrate good service to pilgrims because they provide guarantees, attentive and caring service, fast and precise service, are able to respond and understand pilgrims����¯�¿�½���¯���¿���½������¯������¿������½����¯�¿�½������ needs, and provide excellent facilities and infrastructure for the pilgrims. (2) Hindering and supporting factors of the service quality at the Regional Office of the Ministry of Religious Affairs from the perspective of Leadership, Communication, and Work Culture. The Head of the Regional Office of the Ministry of Religion of Gorontalo Province consistently applies a transformative leadership style and demonstrates effective communication in solving problems, commitment, cooperation, integrity, and a competitive attitude to provide quality Hajj services. However, there are unscrupulous hajj officers who ignore time discipline.
Keywords: Quality, Hajj Services
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