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Upaya Meningkatkan Profesionalisme Pegawai Dalam Pelayanan Publik Di Pt Pln Kota Malang (Daftar Isi)

Upaya Meningkatkan Profesionalisme Pegawai Dalam Pelayanan Publik Di Pt Pln Kota Malang (Daftar Isi)

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Published by: liishaque on Oct 22, 2012
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DAFTAR ISI
MOTTO …......... .................................................................................................. iiLEMBAR PENGESAHAN ................................................................................ iiiPERNYATAAN ORISINALITAS ..................................................................... ivRINGKASAN ....................................................................................................... vSUMMARY ........................................................................................................ viiKATA PENGANTAR ...................................................................................... viiiDAFTAR ISI ......................................................................................................... xDAFTAR TABEL.............................................................................................. xiiiDAFTAR GAMBAR ......................................................................................... xivDAFTAR LAMPIRAN ....................................................................................... xv BAB I PENDAHULUAN
A. Latar Belakang ........................................................................................ 1B. Rumusan Masalah ................................................................................. 10C. Tujuan Penelitian ................................................................................... 10D. Kontribusi Penelitian ............................................................................. 11E. Sistematikan Penulisan........................................................................... 11
BAB II KAJIAN PUSTAKA
A. Administrasi Pembangunan ................................................................... 141. Konsep Administrasi Pembangunan ................................................. 14B. Profesionalisme Pegawai ....................................................................... 191. Profesionalisme ................................................................................. 19a. Pengertian Profesionalisme .......................................................... 19 b. Profesionalisme Kerja .................................................................. 22c. Karakteristik Profesionalisme Kerja ............................................ 24d. Asas Pokok Profesionalisme ........................................................ 25e. Usaha-usaha Pengembangan Profesionalisme ............................. 262. Pegawai ............................................................................................. 27a. Pengertian Pegawai ...................................................................... 27 b. Pengertian Kinerja Pegawai ......................................................... 303. Upaya Meningkatkan Pofesionalisme Pegawai ................................ 32C. Pelayanan Publik ................................................................................... 351. Pengertian Pelayanan Publik ............................................................. 352. Bentuk-Bentuk Pelayanan ................................................................. 36a. Layanan dengan lisan ................................................................... 37 b. Layanan melalui tulisan................................................................ 37c. Layanan berbentuk perbuatan ...................................................... 383. Kualitas Pelayanan Publik ................................................................ 384. Faktor-faktor Yang Mempengaruhi Kualitas Pelayanan ................... 43a. Faktor Kesadaran .......................................................................... 44 b. Faktor Aturan ............................................................................... 44c. Faktor Organisasi ......................................................................... 45d. Faktor Pendapatan ........................................................................ 46e. Faktor Kemampuan Ketrampilan ................................................. 47f. Faktor Sarana Pelayanan ............................................................... 495. Hubungan Profesionalisme Dengan Pelayanan ................................ 49
BAB III METODE PENELITIAN
A. Jenis Penelitian ................................................................................... 55B. Fokus Penelitian .................................................................................. 56
 
C. Lokasi Dan Situs Penelitian ................................................................ 58D. Jenis dan Sumber Data ....................................................................... 59E. Teknik Pengumpulan Data .................................................................. 60F. Instrumental Penelitian......................................................................... 62G. Pengujian Validitas dan Reliabilitas ................................................... 63H. Analisis Data ....................................................................................... 66
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
A. Hasil Penelitian ................................................................................... 691. Gambaran Umum Perusahaan PT. PLN (Persero) ......................... 69a. Sejarah Perusahaan .................................................................... 69 b. Badam Hukum Perusahaan ........................................................ 72c. Tujuan Perusahaan ..................................................................... 72d. Struktur Organisasi .................................................................... 741) Area pelayanan dan Jaringan (APJ) ..................................... 742) Unit Pelayanan (UP) ............................................................. 813) Unit Jaringan (UJ) ................................................................ 814) Unit Pelayanan Dan Jaringan (UPJ) ..................................... 82e. Kegiatan Usaha PT. PLN (Persero) ........................................... 83f. Sistem Upah dan Penggajian ...................................................... 83g. Jam Kerja Karyawan ................................................................. 84h. Produksi ..................................................................................... 842. Budaya Perusahaan PT. PLN (Persero) .......................................... 86a. Makna Logo PT. PLN (Persero)................................................. 86 b. Falsafah, Motto, Visi, Misi, dan Tata Nilai Perusahaan ............ 871) Falsafah dari PT. PLN (Persero) .......................................... 872) Motto PT. PLN (Persero) ..................................................... 883) Visi ....................................................................................... 884) Misi ...................................................................................... 895) Panduan Tata Nilai ............................................................... 90c. Panduan Operasional ................................................................. 913. Penyajian Data Fokus Penelitian .................................................... 93a. Upaya meningkatkan Profesionalisme Pegawai PT. PLN(Persero) Distribusi Jawa Timur Area Pelayanan dan JaringanMalang dalam pelayanan publik. .......................................... … 93 b. Kendala-kendala yang dihadapi PT. PLN (Persero) DistribusiJawa Timur Area Pelayanan dan Jaringan dalam MeningkatkanPelayanan kepada Masyarakat................................................. 104B. Pembahasan ...................................................................................... 1091. Upaya meningkatkan Profesionalisme Pegawai PT. PLN(Persero) Distribusi Jawa Timur Area Pelayanan dan Jaringandalam pelayanan Publik ............................................................... 1092. Kendala-kendala yang Dihadapi oleh PT. PLN (Persero) DistribusiJawa Timur Area Pelayanan dan Jaringan dalam MeningkatkanKualitas Pelayanan Publik Meliputi ............................................ 117
BAB V PENUTUP
A. Kesimpulan ....................................................................................... 128B. Saran ................................................................................................. 129
DAFTAR PUSTAKALAMPIRAN
 
DAFTAR TABEL
No Judul Hal
1 Pembagian Jam Kerja Karyawan PT. PLN (Persero)Distribusi JawaTimur Area Pelayanan Dan Jaringan Malang842 Pendidikan Dan Latihan (Diklat) PT. PLN (PERSERO) AreaPelayanan Dan Jaringan Kota Malang Tahun 201095
DAFTAR GAMBAR 

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