i ABSTRAK
Skripsi ini merupakan hasil penelitian mengenai Pelayanan Publik dalam Program Government Mobile oleh Dinas Kependudukan dan Catatan Sipil Kabupaten Gorontalo. Penelitian ini dilatarbelakangi dengan munculnya inovasi baru di bidang pelayanan publik di Kabupaten Gorontalo yakni adanya program Government Mobile. Yang melatarbelakangi munculnya program ini karena adanya masalah-masalah pada pelayanan publik yang belum optimal seperti pengurusan surat-surat kependudukan yang masih berbelit-belit dan prosedurnya kurang dipahami masyarakat, sikap petugas yang kadang kurang ramah terhadap masyarakat yang melakukan permohonan serta ketidakpastian waktu dan biaya pelayanan. Penulis menduga hal tersebut disebabkan karena kurangnya kualitas pelayanan yang diberikan oleh Petugas Di Dinas Kependudukan dan Catatan Sipil Kabupaten Gorontalo.
Untuk mengukur pelayanan dalam program Government Mobile ini, penulis menggunakan teori Agus Dwiyanto yang terdiri dari, sikap petugas, prosedur, waktu, fasilitas, dan biaya pelayanan. Metode penelitian yang digunakan adalah analisis deskriptif dengan teknik pengumpulan data melalui studi kepustakaan dan studi lapangan (observasi, wawancara, dan angket). Dan teknik pengambilan sampel menggunakan teknik sampling purposive dengan jumlah responden sebanyak 45 responden.
ii ABSTRACT
This script is the result of research on the Public Services in Government Mobile Program by the Department of Population and Civil Gorontalo Regency. The research is based by the advent of new innovations in the field of public service in Gorontalo regency called Government Mobile program. This program occurs because of problems with public services that have not been optimal. such as administration of the civic legal documents are still complicated and difficult to understand the procedures, the attitude of officers who are sometimes less friendly to the applicant, and the uncertainty of the time and cost of service. The author assumed that the case which is explained above has been caused by the lack of Quality Services which is given by staff in Department of Population and Civil Gorontalo regency.
To measure the service in the Government Mobile program, the author uses the Quality services theory of Agus Dwiyanto, the attitude of staff, procedures, time, facilities, and service charges. The method used is descriptive analysis with the techniques of sample collection through literature study and field study (observation, interviews, and questionnaires). And the sampling techniques using purposive sampling technique with a number of respondents were 45 respondents.
