TRANSFORMASI KEPEMILIKAN DARI SWASTA KE PEMERINTAH: IMPLEMENTASI PELAYANAN PRIMA UNIVERSITAS SILIWANGI KEPADA MAHASISWA
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Abstract
Menerapkan pelayanan prima menjadi suatu keharusan disetiap lingkungan didalam instansi komersil maupun non-komersil untuk dapat meningkatkan jiwa kompetitif setiap bagiannya. Sederhananya, pelayanan prima (excellent service) merupakan pelayanan untuk memenuhi standar kualitas yang sesuai dengan harapan dan kepuasan pelanggan. Penelitian ini bertujuan mengetahui implementasi pelayanan prima yang dilaksanakan Universitas Siliwangi dan juga kendala yang dihadapi instansi Universitas Siliwangi dalam merealisasikan pelayanan prima disetiap unit pelayanannya. Metode kualitatif dengan pendekatan fenomenologi digunakan sebagai prosedur dalam acuan dan arahan untuk menyelesaikan penelitian, adapun key informan yang terdiri dari kepala bagian akademik dan kemahasiswaan (1 Orang), karyawan pusat informasi dan pelayanan terpadu (2 Orang), dosen (3 Orang) dan mahasiswa Universitas Siliwangi (4 Orang) akan di interview untuk mendapatkan data-data terkait pelayanan prima. Hasil penelitian yang didapatkan bahwa Universitas Siliwangi sudah melakukan yang terbaik dalam merevitalisasi berbagai layanan kepada mahasiswa, dengan menerapkan standar mutu pelayanan dari Undang-undang pelayanan publik yang baru nomor 25 Tahun 2009 menjadi pedoman berbagai instansi layanan masyarakat. Sedangkan layanan yang harus dilengkapi diantaranya tempat parkir yang masih kurang representatif, staff tenaga kependidikan dilengkapi fasilitas penunjang perangkat komputer serta alur gambar layanan pusat informasi dan pelayanan terpadu (PINTU).
Implementing excellent service becomes a necessity in every environment in commercial and non-commercial agencies to be able to increase the competitive spirit of each part. Simply put, excellent service (excellent service) is a service to meet quality standards in accordance with customer expectations and satisfaction. This study aims to determine the implementation of excellent service carried out by Siliwangi University and also the obstacles faced by Siliwangi University agencies in realizing excellent service in each service unit. The qualitative method with a phenomenological approach is used as a procedure in referencing and directing to complete research, while key informants consist of heads of academic and student affairs (1 person), information center employees and integrated services (2 people), lecturers (3 people) and students Siliwangi University (4 people) will be interviewed to get data related to excellent service. The results of the study found that Siliwangi University has done its best in revitalizing various services to students, by applying service quality standards from the new Public Service Law number 25 of 2009 to guide various community service agencies. While services that must be completed include a parking lot that is still less representative, educational staff is equipped with supporting facilities for computer equipment as well as an integrated information center and PINTU service flow chart.
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