THE EFFECT OF BUREAUCRATS’ BEHAVIOR TOWARDS SUSTAINABLE DEVELOPMENT ON REGARDS OF SERVICES QUALITY IN CONSTRUCTION PERMITS, (KESAN PERILAKU BIROKRAT TERHADAP PEMBANGUNAN LESTARI TERUTAMANYA YANG MELIBATKAN KUALITI PERKHIDMATAN DALAM MENGELUARKAN PERMIT PEMBINAAN)

Abstract

This research was departed through the importance of behavioral problems of bureaucrats to the quality services of construction permits in integrated license service offices that has not been implemented as intended in Palu, it was indicated by the dysfunctional behavior of the bureaucrats in providing services to the applicant of construction permits. Theory used of Siagian states that bureaucrats behavior are in efficiency dimension, affectivity, productivity, honesty, authority, professionalism, creativity, innovative, transparent, responsive, sensitivity, anticipatory, and visionary. Meanwhile, theory of quality services of Ndraha states about speed, accuracy, convenience, and fairness. This research began by identifying and formulating the problem statement that relates to the bureaucrats’ behavior to the quality services of construction permits, and determining the objectives and the benefits of the research to achieve the research objectives and to measure the effect of bureaucrats’ behavior. Hypothesis was stated based on the research paradigm that will be examined in this research using statistic analysis instrument design. This is a quantitative research with explanatory survey. Sample was taken through cluster sampling where it was based on the construction permit grouping (classification of construction permit) with proportional allocation. Data were collected through observation, interview, and questionnaire to examine the effect of bureaucrats’ behavior of services quality based on data collected through respondent that was analyzed through structural equation model method. This effect is in category of solid so that if the behavior of bureaucrats improved then the quality services of construction permit in integrated license service offices in Palu is improved. The strongest dimension in describing the variable of bureaucrats’ behavior is visionary. Otherwise, the weakest dimension is productivity.

Keywords: Bureaucrats’ Behavior, Construction Permits

 

Abstrak

Penelitian ini berangkat melalui pentingnya masalah perilaku birokrat terhadap kualitas layanan izin konstruksi di kantor layanan lisensi terpadu yang belum dilaksanakan seperti yang dimaksudkan di Palu, hal ini ditunjukkan oleh perilaku disfungsional para birokrat dalam memberikan pelayanan kepada pemohon. Izin konstruksi Teori yang digunakan Siagian menyatakan bahawa perilaku birokratik dalam dimensi efisiensi, efektifitas, produktivitas, kejujuran, otoritas, profesionalisme, kreativitas, inovatif, transparan, responsif, sensitif, antisipatif, dan visioner. Sementara itu, teori kualitas pelayanan Ndraha menyebutkan tentang kecepatan, akurasi, kenyamanan, dan kewajaran. Penelitian ini dimulai dengan mengidentifikasi dan merumuskan pernyataan masalah yang berkaitan dengan perilaku birokrat terhadap kualitas layanan izin konstruksi, dan menentukan tujuan dan manfaat penelitian untuk mencapai tujuan penelitian dan untuk mengukur pengaruh perilaku birokrat. Hipotesis dinyatakan berdasarkan paradigma penelitian yang akan diteliti dalam penelitian ini dengan menggunakan perancangan instrumen analisis statistik. Ini adalah penelitian kuantitatif dengan explanatory survey. Sampel diambil melalui cluster sampling di mana berdasarkan pengelompokan izin konstruksi (klasifikasi izin konstruksi) dengan alokasi proporsional. Data dikumpulkan melalui observasi, wawancara, dan kuesioner untuk mengetahui pengaruh perilaku birokrat terhadap kualitas layanan berdasarkan data yang dikumpulkan melalui responden yang dianalisis melalui kaedah model persamaan struktural. Efekini termasuk dalam kategori padat sehingga jika perilaku birokrat membaik maka kualitas layanan izin konstruksi di kantor layanan lisensi terpadu di Palu membaik. Dimensi terkuat dalam menggambarkan variabel perilaku birokrat adalah visioner. Jika tidak, dimensi terlemah adalah produktivitas.

Kata Kunci: Birokrat; Izin Konstruksi