Perancangan Sistem Pengukuran Kinerja Pada Layanan Bantuan Teknis Administratif Bangunan Gedung Negara Di Dinas Cipta Karya Jawa Timur

Andini, Vashti (2025) Perancangan Sistem Pengukuran Kinerja Pada Layanan Bantuan Teknis Administratif Bangunan Gedung Negara Di Dinas Cipta Karya Jawa Timur. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini menyoroti pentingnya pengukuran kinerja layanan bantuan teknis administratif di Dinas Cipta Karya Jawa Timur dan bertujuan merancang kerangka konseptual sistem pengukurannya dengan mempertimbangkan peran stakeholder. Performance Prism dipilih karena kemampuannya mengakomodasi harapan dan kontribusi stakeholder secara holistik, menghasilkan Key Performance Indicator (KPI) berbasis lima perspektif: kepuasan stakeholder, kontribusi stakeholder, strategi, proses, dan kapabilitas. Selanjutnya, metode Analytical Hierarchy Process (AHP) diterapkan untuk menetapkan bobot dan prioritas antar-KPI. Hasil penelitian merumuskan 32 KPI terdistribusi pada Koordinator (6 KPI), Pemohon Layanan (8 KPI), dan Pengelola Teknis Kegiatan/PTK (18 KPI). Pembobotan AHP menempatkan PTK sebagai stakeholder paling prioritas (bobot 0,536), diikuti Koordinator (0,295) dan Pemohon (0,169). KPI terpenting adalah “Waktu respons pemeriksaan berkas online” (bobot 0,230), sedangkan terendah adalah “Durasi pembaruan SOP dalam sistem informasi” (bobot 0,017). Kerangka konseptual yang dihasilkan mengintegrasikan Performance Prism dan AHP, diperkaya inovasi KPI buffer (kategori Potensial dan Komplementer) untuk meningkatkan fleksibilitas sistem. Penelitian ini memberikan kontribusi bagi pengambilan keputusan strategis terkait peningkatan kinerja serta pengembangan sistem pengukuran kinerja layanan publik. Kerangka konseptual sistem yang dihasilkan menyediakan tolok ukur kinerja yang jelas sehingga memudahkan pengambilan keputusan berbasis bukti untuk peningkatan kualitas layanan. Temuan penelitian ini dapat menjadi acuan bagi Dinas Cipta Karya Jawa Timur dan instansi pemerintah sejenis dalam implementasi sistem pengukuran kinerja yang lebih efektif dan responsif terhadap kebutuhan stakeholder.
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This study highlights the critical need to measure performance of the administrative technical assistance services at Dinas Cipta Karya Jawa Timur and proposes a conceptual framework for its performance measurement system that incorporates stakeholder roles. The Performance Prism approach was selected for its capacity to comprehensively address stakeholder expectations and contributions, generating Key Performance Indicators (KPIs) across five perspectives: stakeholder satisfactions, stakeholder contributions, strategies, processes, and capabilities. Subsequently, the Analytical Hierarchy Process (AHP) method was applied to assign weights and prioritize KPIs. The research formulated 32 KPIs distributed across Coordinators (6 KPIs), Service Applicants (8 KPIs), and Technical Activity Managers/PTK (18 KPIs). AHP weighting identified PTK as the highest-priority stakeholder (weight 0.536), followed by Coordinators (0.295) and Applicants (0.169). The most critical KPI was "Online document review response time" (weight 0.230), while the lowest-weighted was "Duration of SOP updates in the information system" (weight 0.017). The resulting conceptual framework integrates Performance Prism and AHP, enhanced by the innovative KPI buffer (Potential and Complementary categories) to increase system flexibility. This research contributes to strategic decision-making for performance improvement and public service measurement systems. The framework provides clear performance benchmarks to facilitate evidence-based service enhancement. Findings serve as a reference for Dinas Cipta Karya Jawa Timur and similar government institutions in implementing more effective, responsive performance measurement systems aligned with stakeholder needs.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Sistem Pengukuran Kinerja; Key Performance Indicator (KPI); Performance Prism; Analytical Hierarchy Process.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation H Social Sciences > HD Industries. Land use. Labor > HD56.25 Industrial efficiency--Measurement. Industrial productivity--Measurement. H Social Sciences > HD Industries. Land use. Labor > HD9706.2 Measuring instruments H Social Sciences > HF Commerce > HF5549.5.P35 Performance standards J Political Science > JS Local government Municipal government
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Vashti Andini
Date Deposited:	18 Jul 2025 02:17
Last Modified:	18 Jul 2025 02:17
URI:	http://repository.its.ac.id/id/eprint/119689

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