DAFTAR ISI

MOTTO TANDA PENGESAHAN SKRIPSI

TANDA PERSETUJUAN SKRIPSI
PERNYATAAN ORISINALITAS SKRIPSI
RINGKASAN........................................................................................................................ v
SUMMARY.......................................................................................................................... vi
KATA PENGANTAR.......................................................................................................... vii
DAFTAR ISI......................................................................................................................... ix
DAFTAR TABEL................................................................................................................. xii
DAFTAR GAMBAR............................................................................................................ xiii
DAFTAR LAMPIRAN....................................................................................................... xiv
BAB I PENDAHULUAN
A. Latar Belakang.............................................................................................................. 1
B. Rumusan Masalah......................................................................................................... 10
C. Tujuan Penelitian.......................................................................................................... 10
D. Kontribusi Penelitian.................................................................................................... 11
E. Sistematika Penelitian................................................................................................... 12
BAB II TINJAUAN PUSTAKA
A. Pemerintah Daerah............................................................................................................ 14
1. Desentralisasi.................................................................................................. 15
2. Otonomi Daerah............................................................................................. 15
B. Pelayanan Publik
1. Pengertian Pelayanan Publik.......................................................................... 17
2. Prinsip-Prinsip Pelayanan Publik................................................................... 18
3. Kualitas Pelayanan Publik.............................................................................. 19
4. Pengertian Manajemen Pelayanan Publik....................................................... 20
C. Kinerja Pelayanan Publik
1. Pengertian Kinerja Pelayanan Publik............................................................. 21
2. Indikator Kinerja Pelayanan Publik................................................................ 23

D. Teknologi Informasi
1. Pengertian Teknologi Informasi..................................................................... 25
2. Teknologi Administrasi Negara...................................................................... 26
3. Internet........................................................................................................... 28
4. Website........................................................................................................... 29
E. Good Governance
1. Pengertian Good Governance......................................................................... 30
2. Prinsip dan Unsur Good Governance............................................................. 31
F. Pengaduan Masyarakat
1. Pengertian Pengaduan Masyarakat.................................................................. 32
2. Pengertian Pengaduan Online......................................................................... 33
3. Jenis Pengaduan Masyarakat............................................................................................. 34
4. Penanganan Pengaduan Masyarakat.................................................................................. 34
G. E-government
1. Pengertian E-government.............................................................................. 36
2. Manfaat dan Fungi E-government................................................................. 39
3. Sistem Informasi Manajemen....................................................................... 41
BAB III METODE PENELITIAN
A. Jenis Penelitian................................................................................................................. 44
B. Fokus Penelitian................................................................................................................ 45
C. Lokasi dan Situs Penelitian............................................................................................... 47
D. Jenis dan Sumber Data...................................................................................................... 48
E. Teknik Pengumpulan Data................................................................................................ 49
F. Instrumen Penelitian.......................................................................................................... 50
G. Analisis Data..................................................................................................................... 51
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
A. Gambaran Umum Situs Penelitian
1. Dinas Komunikasi dan Informatika Pemerintah Kota Malang
a. Pembentukan Dinas Komunikasi dan Informatika Pemerintah Kota Malang
.................................................................................................................. 54

b. Lokasi Instansi.......................................................................................... 55
c. Tugas Pokok dan Fungsi.......................................................................... 56
d. Visi dan Misi............................................................................................ 58
e. Tujuan...................................................................................................... 58
f. Strategi..................................................................................................... 59
g. Kebijakan................................................................................................. 60
h. Struktur Organisasi................................................................................... 61
i. Jenis-Jenis Pelayanan............................................................................... 65
B. Penyajian Data
1. Pelaksanaan sistem pengaduan online melalui pemanfaatan egovernment di Dinas Komunikasi dan Informatika Kota Malang
dalam memberikan pelayanan kepada masyarakat
a. Gambaran umum website Pemerintah Kota Malang................................ 66
b. Asas, prinsip, dan ruang lingkup penanganan Pengaduan........................ 72
c. Pelaksanaan dan penanganan pengaduan online...................................... 74
d. Sasaran, maksud, dan tujuan dari pelaksanaan sistem pengaduan online 102
e. Pengembangan aplikasi...........................................................................105
f. Sosialisasi sistem pengaduan online........................................................ 106
g. Hasil dari pelaksanaan sistem pengaduan................................................ 109
2. Faktor pendukung dan penghambat dalam pelaksanaan sistem pengaduan
pelayanan publik di Dinas Komunikasi dan Informatika Kota Malang
a. Faktor pendukung........................................................................110

b. Faktor penghambat.........................................................................

110

3. Manfaat yang didapat dari pelaksanaan sistem pengaduan pelayanan

publik melalui pemanfaatan e-government di Dinas Komunikasi dan
Informatika Kota Malang
a. Terhadap masyarakat Kota Malang.................................................

112

b. Terhadap Dinas Komunikasi dan Informatika Kota Malang..........

113

C. Analisis Data
1. Pelaksanaan sistem pengaduan online melalui pemanfaatan e-government di Dinas
Komunikasi dan Informatika Kota Malang dalam memberikan pelayanan kepada
masyarakat....................................................................................................... 115
2. Faktor pendukung dan penghambat dalam pelaksanaan sistem pengaduan
pelayanan publik di Dinas Komunikasi dan Informatika Kota Malang
a. Faktor pendukung............................................................................ 127
b. Faktor penghambat..........................................................................

128

3. Manfaat yang didapat dari pelaksanaan sistem pengaduan pelayanan publik melalui
pemanfaatan e-government di Dinas Komunikasi dan Informatika Kota Malang
......................................................................................................................... 132
BAB V PENUTUP
A. Kesimpulan.............................................................................................................

137

B. Saran.......................................................................................................................

144

DAFTAR PUSTAKA.............................................................................................................

146