Hampir tiap hari banyak kita jumpai di berbagai media massa, khususnya di surat kabar, ditemukan keluhan dan ketidakpuasan masyarakat selaku konsumen terhadap penyelenggaraan pelayanan publik selama ini. Banyaknya keluhan dan ketidakpuasan dari masyarakat sebagai customer services ini paling tidak bisa menggambarkan betapa buruknya kualitas pelayanan publik yang selama ini telah dinikmati oleh masyarakat.
Mungkin sudah waktunya, masyarakat diperlakukan sebagai citizen yang lebih memiliki dan mengutamakan haknya untuk dilayani dan bukan lagi dianggap sebagai client yang tidak mempunyai pilihan dalam hal memilih dan menentukan jenis pelayanan yang diinginkan.
Telah banyak hasil penelitian, seminar dan karya tulisan dari para ahli tentang penyelenggaraan pelayanan publik yang baik dan berkualitas. Tetapi, nyatanya sampai saat ini pelayanan publik yang berkualitas tersebut masih belum dijalankan sebagaimana mestinya.
Penyelenggara pelayanan publik masih bersikap seenaknya dan hanya mementingkan kepentingannya saja tanpa memikirkan kepentingan konsumen selaku pihak yang semestinya harus dilayani sebaik-baiknya.
Untuk itu penelitian yang dilakukan di Unit Pelayanan Terpadu (UPT) Kabupaten Jember ini berusaha mencari faktor-faktor yang mempengaruhi kualitas pelayanan publik.
Inti utama dari penyelenggaraan pelayanan publik adalah kualitas norma dari penyelenggara pelayanan tersebut (aparat). Yang harus menyadari bahwa dirinya adalah sebagai pelayan bagi masyarakat dan masyarakatlah yang harus dilayani dengan sebaik-baiknya.
ABSTRACT
Almost every day, in various mass media, especially in newspapers, it is found that there are so many complaints and unsatisfactory from the community, as the customer, towards the current implementation of public service. This complaints and unsatisfactory from the community, as customer service, at least can describe how bad the quality of the current public service is that enjoyed by the community.
Perhaps, it is the right time for the community to be treated as citizen, who later will have rights and give priority to their rights for being served. They are not anymore being considered as client who previously have no any choice in choosing and have no choice to determine what kind of service that they really want to.
There are so many results from research, seminar and writings that are worked by experts in which their works are talking about the implementation of a good and qualified public service. As far as this present day, however, the qualified public service has not yet implemented as should have been.
The implementation of public service still acts as however it please to be and only emphasize on its own interest without considering the consumer’s importance as the party who really should be served as well as possible.
For this reason, a research, which is done in Service Integrated Unit of the Jember Regency, tries to find out any factors that affecting quality of the public service.
The main core of the public service implementation is the quality of norm of the service executor. The matter that should be realized is that the executor is the person who should serve for the community and the community is the one who should be served as well as possible.
