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KRISTIA NINGSIH, EKA (2010) PELAYANAN SATU ATAP SEBAGAI STRATEGI PELAYANAN PRIMA DI ERA OTONOMI DAERAH (Studi Pada Kantor Pelayanan Perijinan Terpadu (KPPT) Kota Batu). Other thesis, University of Muhammadiyah Malang.


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The government is actually public servants, in accordance with the main functions to be performed by the government is community service in addition there are also other government functions are functions of development and protection functions. Therefore, the implementation of system changes in public services better is required in the performance of local governments. Efforts to improve the quality of service in accordance with regional characteristics and capabilities stipulated in Law No. 32 of 2004 on Regional Government which gives authority to the provinces to hold public services. This is the implementation of regional autonomy, namely the separation of authority between central and local governments. Province to authorize the town / district to conduct their own government as well as the demands to provide maximum service to the public. Research objectives to be achieved in this study is to describe the strategy of one-stop delivery of services in the Integrated Licensing Services Office (KPPT) City of Stone, To know the factors supporting the Integrated Licensing Service Offices (KPPT) Stone City in realizing excellent service and to determine the inhibiting factors the Integrated Licensing Service Office (KPPT) Stone Town in providing excellent service. This research is a descriptive study of the analysis by describing the state of the object based on data collected from field research and not using statistical data. In other words that are descriptive study aims to accurately describes about the characteristics of the object under study or describe a phenomenon. The reason for using this research method is to make it easier to explain and describe the objects under study. With the expected Batu KPPT complaints over licensing for this lag can be minimized. Thus, organizations can improve the quality of public services should always focus on the achievement of service, so service was expected to meet the customer desires. Applying the principle of best service quality necessary to produce an optimal performance, so that service quality can be just and responsible in terms of quality service as promised. Besides, to achieve service quality also needs the active participation led by top management in quality improvement process continuously. Service quality based on standards of public service performed by the Stone Town in KPPT licensing arrangements are satisfactory except that there are some indicators that should be corrected.

Item Type: Thesis (Other)
Subjects: J Political Science > J General legislative and executive papers
Divisions: Faculty of Social and Political Science > Department of Government Sience (65201)
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 01 May 2012 06:39
Last Modified: 01 May 2012 06:39

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