Penelitian ini bertujuan untuk mendeskripsikan dan mengetahui kualitas pelayanan publik dengan diimplementasikannya PATEN di Kecamatan Bojongsoang Kabupaten Bandung. Penelitian ini menggunakan metode deskriptif kualitatif dengan 5 determinan menurut Parasuraman (1988) untuk mengukur kualitas pelayanannya. 5 determinan tersebut antara lain Tangible, Reliability, Responsiveness, Assurance, dan Empathy. Hasil dari penelitian ini antara lain pelayanan administrasi terpadu kecamatan sudah cukup baik diimplementasikan di Kecamatan Bojongsoang, namun terdapat beberapa hal yang belum optimal seperti petugas loket yang merangkap sebagai petugas informasi, bagan alur (flowchart) prosedur pelayanan yang dipampang dalam ruangan pelayanan belum dapat menunjukan dokumen yang diperlukan untuk setiap pelayanan, serta belum mampunya Kecamatan Bojongsoang utuk dapat menjamin selesainya dokumen E-KTP dan KK selama satu hari sesuai dengan peraturan. Kualitas pelayanan publik di Kecamatan Bojongsoang sudah cukup baik, masyarakat puas dengan pelayanan di Kecamatan Bojongsoang, namun masih terdapat sarana prasarana yang rusak dan belum diperbaiki serta ruang tunggu yang kurang memadai dibandingkan dengan jumlah masyarakat yang datang setiap hari. Kendala yang dihadapi Kecamatan Bojongsoang dalam mengimplementasikan PATEN antara lain kendala jaringan yang terkadang memiliki masalah serta maintenance menyebabkan Kecamatan Bojongsoang belum dapat menyelenggarakan pelayanan one day service kepada masyarakat, Mesin antrian yang rusak belum juga diperbaiki kendati telah mengajukan perbaikan. serta bagan alur (flowchart) prosedur pelayanan yang belum detail untuk setiap pelayanan menyebabkan masih ditemukannya masyarakat yang membawa persyaratan dokumen yang belum lengkap.

This study aims to describe and find out the quality of public services by implementing PATEN in Bojongsoang District, Bandung Regency. This research uses descriptive qualitative method with 5 determinants according to Parasuraman (1988) to measure the quality of service. The 5 determinants include Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results of this study include the sub-district integrated administrative services that have been implemented quite well in Bojongsoang District, but there are some things that are not yet optimal, such as the counter officer who doubles their job as an information officer, the service procedure flowchart displayed in the District public service has not been able to show documents required for each service, and the inability of Bojongsoang District to guarantee the completion of E-KTP and KK documents for one day in accordance with regulations. The quality of public services in Bojongsoang District is quite good, people who gets service in Bojongsoang District is satisfied with the services, but there are still broken machine and waiting rooms that are inadequate compared to the number of people who come every day. The obstacles faced by Bojongsoang District in implementing PATEN is network constraints which sometimes have problems as well as maintenance causing Bojongsoang District to not be able to provide one-day service to the community, broken queuing machines have not been repaired even though they have proposed repairs and the incomplete service procedure flowchart for each service resulted in the discovery of people carrying incomplete document requirements.

http://digilib.polban.ac.id/gdl.php?mod=browse&op=read&id=jbptppolban-gdl-muhammadgi-12876