MANAJEMEN PENGEMBANGAN SUMBER DAYA MANUSIA DALAM MENINGKATAN PELAYANAN DI PELAYANAN TERPADU SATU PINTU (PTSP) KEMENAG KOTA YOGYAKARTA

Ifadatul Wafiati, NIM.: 20104090027 (2024) MANAJEMEN PENGEMBANGAN SUMBER DAYA MANUSIA DALAM MENINGKATAN PELAYANAN DI PELAYANAN TERPADU SATU PINTU (PTSP) KEMENAG KOTA YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The background of this research stems from the researcher's interest in the implementation of services at the Integrated Service Center (PTSP) conducted by the Ministry of Religious Affairs Office in Yogyakarta City. This interest arises due to the various achievements of the Ministry of Religious Affairs Office in Yogyakarta City, which reflect the quality of the human resources they possess. There has not yet been a comprehensive study that combines both aspects, thus this research is deemed necessary to discuss the management of PTSP development, efforts to improve service quality, and the service outcomes achieved through PTSP at the Ministry of Religious Affairs Office in Yogyakarta City. The research method uses qualitative research with a descriptive approach. The research subjects were selected purposively based on criteria of knowing, experiencing, and understanding. The data analysis technique uses the interactive analysis model with steps including transcription, coding, grouping, comparing and contrasting, and utilizing source triangulation to test data validity. The results of this study show that: 1) Human resource development management at PTSP Kemenag Yogyakarta City includes training needs analysis, training methods, and evaluation. Human resource development at Kemenag Yogyakarta City is regulated by the Religious Training Agency for the Central Java and DIY working areas. 2) Human resource development in the aspect of service improvement is seen from five dimensions: reliability, responsiveness, empathy, physical evidence, and assurance, all of which are quite good. 3) Factors in human resource development at the Ministry of Religious Affairs Yogyakarta City include supporting factors such as government commitment, resources, leadership, and organizational culture. The inhibiting factors in human resource development at Kemenag Yogyakarta City include budget, time, and employee motivation.

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