Siregar, Ary Pratama (2023) Analisis Kualitas Pelayanan Hak Pensiun Bagi Pegawai Negeri Sipil Pada Bidang Pengadaan, Pemberhentian dan Informasi Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kota Pekanbaru. Masters thesis, Universitas Islam Riau.

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Abstract

This study aims to determine and explain the quality of Pension Rights services for Civil Servants in the Procurement, Dismissal and Information of the Civil Service Agency and Human Resources Development Agency in Pekanbaru City as well as the constraints in pension management services. The theory used is that according to Gaspersz, indicators are determined by timeliness of service, service accuracy, politeness and friendliness, responsibility, completeness, convenience, supporting attributes about service quality. This research method is qualitative with triangulation analysis techniques. The research results explain that the quality of services for Pension Rights for Civil Servants in the field of Procurement, Dismissal and Information on the Civil Service Agency and Human Resource Development in Pekanbaru City is generally of sufficient quality, this is due to the timeliness of service indicators, in Civil Servant retirement services it shows that there are still the delay in issuing the decree does not match the retirement TMT and the Service Accuracy Indicator, there are still some errors in filling out the DPCP of civil servants in the proposed pension file. While the indicators that have been optimal include: Politeness and service friendliness indicators, that in general, officers convey the service mechanism and service flow that are clearly running in accordance with existing procedures and SOPs. Judging from the indicator of responsibility, the service officer is very responsible for completing the pension decree. From the convenience indicator, the officers are friendly in providing services. Furthermore, from the indicators of completeness and supporting attributes, supporting facilities such as computers for processing retirement data, Wi-Fi and office cleanliness are well optimized. Factors that become obstacles in the implementation of pension management administration: seen from the quality of Human Resources and the not yet optimal role of leaders in the ability to manage OPD Personnel. For this reason, the researchers suggest that it is necessary to hold outreach to the Regional Apparatus Organizations in the Pekanbaru City Government, in order to facilitate the submission of civil servant pension proposal files.

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