DAFTAR ISI

DAFTAR ISI

XXXXXX PERSETUJUAN SKRIPSI LEMBAR PENGESAHAN SKRIPSI ABSTRAK
KATA PENGANTAR ..............................................................................	i
DAFTAR ISI .............................................................................................	iv
DAFTAR TABEL .....................................................................................	vii
DAFTAR GAMBAR ................................................................................	viii
BAB I PENDAHULUAN 1.1. Latar Belakang Masalah ................................................	1
1.2. Rumusan Masalah ..........................................................	23
1.3. Tujuan Penelitian ...........................................................	23
1.4. Manfaat Penelitian .........................................................	23
1.5. Sistematika Penulisan ....................................................	24
BAB II TELAAH PUSTAKA 2.1. Pelayanan Publik ............................................................	26
2.2. Pelayanan Administrasi ..................................................	30
2.3. Standar Pelayanan Publik ...............................................	31
2.4. Kualitas Pelayanan..........................................................	31
2.5. Pandangan Islam tentang Kualitas Pelayanan Administrasi	34
2.6. Penelitian Terdahulu .......................................................	35
2.7. Definisi Konsep ..............................................................	36
2.8. Konsep Operasional ........................................................	37
2.9. Kerangka Berfikir ...........................................................	38
BAB III METODOLOGI PENELITIAN 3.1. Jenis Penelitian ...............................................................	39
3.2. Tempat dan Waktu Penelitian ........................................	39
3.3. Jenis dan Sumber Data ...................................................	39
3.4. Teknik Pengumpulan Data .............................................	41
3.5. Informan Penelitian ........................................................	41
3.6. Analisis Data ..................................................................	42

BAB IV GAMBARAN UMUM PENELITIAN

4.1. Letak Geografis Wilayah ................................................ 43

4.2. Jumlah Penduduk ............................................................ 44

4.3 Visi dan Misi................................................................... 44

4.2.1. Visi ...................................................................... 44

4.2.2. Misi...................................................................... 45

4.3 Keadaan Penduduk ......................................................... 45

4.4 Sarana pendidikan........................................................... 45

4.5 Mata pencarian................................................................ 46

4.6 Agama ............................................................................. 46

4.7 Keadaan Pegawai ............................................................ 47

4.7.1. Jenis Kelamin Pegawai........................................ 47

4.7.2. Tingkat Pendidikan Pegawai ............................... 48

4.2.3. Xxxxxxxxx Xxxxx atau Sarana dan Prasarana. .......... 48

4.8 Struktur Organisasi Kantor Desa MuktiSari ................... 49

BAB V HASIL PENELITIAN DAN PEMBAHASAN

5.1. Kualitas Pelayanan Administrasi diKantor Desa MukSari .......................................................................... 51

5.2 Intangibility..................................................................... 52

5.2.1. Tidak Terukur ....................................................... 53

5.2.2. Berdasarkan Hasil Pengalaman ............................ 54

5.2.3 Dapat Terjamin Kualitasnya ................................. 56

5.3. Heterogeinity. ................................................................. 59

5.3.1. Tidak Diskriminatif............................................... 59

5.3.2. Akomodatif ........................................................... 60

5.4 Inseparability .................................................................. 63

5.4.1. Transparan ............................................................ 63

5.4.2. Komunikasi atau Respon ...................................... 64

5.5 Aspek Penghambat dalam Pelaksanaan Kualitas pelayanan Administrasi................................................... 66

5.5.1. Sumber Daya Manusia.......................................... 67

	5.5.2. Struktur Organisasi ...............................................	68
BAB VI	KESIMPULAN DAN SARAN 6.1. Kesimpulan ....................................................................	70
	6.2. Xxxxx ..............................................................................	72

DAFTAR PUSTAKA LAMPIRAN