CD Tesis

Penilaian Kinerja Pelayanan Publik Ditinjau Dari Perspektif Balanced Scorecard Pada Kecamatan Dumai Timur

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This research is motivated by the public service performance at the Dumai
Timur District has not been optimal and has not been in accordance with
community expectations.
The purpose of this study is to describe and analyze the performance
assessment of public services from the perspective of the Balanced Sorecard in the
Dumai Timur District and to identify and analyze the factors that hinder the
performance of public services through the Balanced Sorecard in the Dumai
Timur District. The type of research chosen is qualitative research with a
phenomenological approach. Qualitative studies are research that emphasizes the
investigation and study of natural phenomena that occur in their overall
complexity. Data collection techniques from this research are interviews,
observation and documentation. The informants in this study amounted to 21
(twenty one) people consisting of Civil Servants (Camat, Camat Secretary, Head
of Government Section, Head of Social Welfare Section, Head of Peace and Order
Section, Head of Sub-Division of Financial Planning and Assets, Lurah
throughout Dumai Timur District) and Honorary (Government Section Service
Officers, Social Welfare Section Service Officers, Peace and Order Section
Service Officers and Community Empowerment Section Service Officers) as well
as Village Communities throughout the East Dumai District.
The results of this study found that the assessment of public service
performance in terms of the perspective of the Balanced Scorecord in Dumai
Timur District was not maximal, effective and efficient. This is because from a
financial perspective it is not appropriate in budgeting in terms of fulfilling the
facilities and infrastructure needed in terms of public services. The customer's
perspective on the services provided by the East Dumai District has not been
satisfactory. The internal business process perspective illustrates that the
performance of public services has not been maximized in terms of facilities and
infrastructure as well as internal operational processes in the East Dumai
District. From the learning and growth perspective, there is still low employee
capability, information system capability is not maximized and employee
motivation is still lacking causing public services in Dumai Timur District to be
not optimal. The results of this study also found that the inhibiting factors were
the lack of number of service officers, service officers were still incompetent and
incomplete computer equipment facilities in supporting public services.
Key Words: Performance, Public Service, Balanced Scorecard

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2010241849

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Ilmu Administrasi Pendidikan., 2022

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2010241849

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ILMU ADMINISTRASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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