DAFTAR ISI

MOTTO …......... .................................................................................................. ii
LEMBAR PENGESAHAN ................................................................................ iii
PERNYATAAN ORISINALITAS ..................................................................... iv
RINGKASAN ....................................................................................................... v
SUMMARY ........................................................................................................ vii
KATA PENGANTAR ........................................... ........................................... viii
DAFTAR ISI ......................................................................................................... x
DAFTAR TABEL.............................................................................................. xiii
DAFTAR GAMBAR ......................................................................................... xiv
DAFTAR LAMPIRAN ....................................................................................... xv
BAB I PENDAHULUAN
A. Latar Belakang ........................................................................................ 1
B. Rumusan Masalah ................................................................................. 10
C. Tujuan Penelitian ................................................................................... 10
D. Kontribusi Penelitian ............................................................................. 11
E. Sistematikan Penulisan........................................................................... 11
BAB II KAJIAN PUSTAKA
A. Administrasi Pembangunan ................................................................... 14
1. Konsep Administrasi Pembangunan ................................................. 14
B. Profesionalisme Pegawai ....................................................................... 19
1. Profesionalisme ................................................................................. 19
a. Pengertian Profesionalisme .......................................................... 19
b. Profesionalisme Kerja .................................................................. 22
c. Karakteristik Profesionalisme Kerja ............................................ 24
d. Asas Pokok Profesionalisme ........................................................ 25
e. Usaha-usaha Pengembangan Profesionalisme ............................. 26
2. Pegawai ............................................................................................. 27
a. Pengertian Pegawai ...................................................................... 27
b. Pengertian Kinerja Pegawai ......................................................... 30
3. Upaya Meningkatkan Pofesionalisme Pegawai ................................ 32
C. Pelayanan Publik ................................................................................... 35
1. Pengertian Pelayanan Publik ............................................................. 35
2. Bentuk-Bentuk Pelayanan ................................................................. 36
a. Layanan dengan lisan ................................................................... 37
b. Layanan melalui tulisan................................................................ 37
c. Layanan berbentuk perbuatan ...................................................... 38
3. Kualitas Pelayanan Publik ................................................................ 38
4. Faktor-faktor Yang Mempengaruhi Kualitas Pelayanan ................... 43
a. Faktor Kesadaran .......................................................................... 44
b. Faktor Aturan ............................................................................... 44
c. Faktor Organisasi ......................................................................... 45
d. Faktor Pendapatan ........................................................................ 46
e. Faktor Kemampuan Ketrampilan ................................................. 47
f. Faktor Sarana Pelayanan ............................................................... 49
5. Hubungan Profesionalisme Dengan Pelayanan ................................ 49
BAB III METODE PENELITIAN
A. Jenis Penelitian ................................................................................... 55
B. Fokus Penelitian .................................................................................. 56

C. Lokasi Dan Situs Penelitian ................................................................ 58
D. Jenis dan Sumber Data ....................................................................... 59
E. Teknik Pengumpulan Data .................................................................. 60
F. Instrumental Penelitian......................................................................... 62
G. Pengujian Validitas dan Reliabilitas ................................................... 63
H. Analisis Data ....................................................................................... 66
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
A. Hasil Penelitian ................................................................................... 69
1. Gambaran Umum Perusahaan PT. PLN (Persero) ......................... 69
a. Sejarah Perusahaan .................................................................... 69
b. Badam Hukum Perusahaan ........................................................ 72
c. Tujuan Perusahaan ..................................................................... 72
d. Struktur Organisasi .................................................................... 74
1) Area pelayanan dan Jaringan (APJ) ..................................... 74
2) Unit Pelayanan (UP) ............................................................. 81
3) Unit Jaringan (UJ) ................................................................ 81
4) Unit Pelayanan Dan Jaringan (UPJ) ..................................... 82
e. Kegiatan Usaha PT. PLN (Persero) ........................................... 83
f. Sistem Upah dan Penggajian ...................................................... 83
g. Jam Kerja Karyawan ................................................................. 84
h. Produksi ..................................................................................... 84
2. Budaya Perusahaan PT. PLN (Persero) .......................................... 86
a. Makna Logo PT. PLN (Persero)................................................. 86
b. Falsafah, Motto, Visi, Misi, dan Tata Nilai Perusahaan ............ 87
1) Falsafah dari PT. PLN (Persero) .......................................... 87
2) Motto PT. PLN (Persero) ..................................................... 88
3) Visi ....................................................................................... 88
4) Misi ...................................................................................... 89
5) Panduan Tata Nilai ............................................................... 90
c. Panduan Operasional ................................................................. 91
3. Penyajian Data Fokus Penelitian .................................................... 93
a. Upaya meningkatkan Profesionalisme Pegawai PT. PLN
(Persero) Distribusi Jawa Timur Area Pelayanan dan Jaringan
Malang dalam pelayanan publik. .......................................... … 93
b. Kendala-kendala yang dihadapi PT. PLN (Persero) Distribusi
Jawa Timur Area Pelayanan dan Jaringan dalam Meningkatkan
Pelayanan kepada Masyarakat................................................. 104
B. Pembahasan ...................................................................................... 109
1. Upaya meningkatkan Profesionalisme Pegawai PT. PLN
(Persero) Distribusi Jawa Timur Area Pelayanan dan Jaringan
dalam pelayanan Publik ............................................................... 109
2. Kendala-kendala yang Dihadapi oleh PT. PLN (Persero) Distribusi
Jawa Timur Area Pelayanan dan Jaringan dalam Meningkatkan
Kualitas Pelayanan Publik Meliputi ............................................ 117
BAB V PENUTUP
A. Kesimpulan ....................................................................................... 128
B. Saran ................................................................................................. 129
DAFTAR PUSTAKA
LAMPIRAN

DAFTAR TABEL
No
Judul
1
Pembagian Jam Kerja Karyawan PT. PLN (Persero)
2

Distribusi JawaTimur Area Pelayanan Dan Jaringan Malang
Pendidikan Dan Latihan (Diklat) PT. PLN (PERSERO) Area
Pelayanan Dan Jaringan Kota Malang Tahun 2010

DAFTAR GAMBAR

Hal
84
95

No
1

Judul
Komponen-komponen Analisis Data Model Interaktif

DAFTAR LAMPIRAN

Hal
67

1.

Struktur Organisasi PT. PLN (Persero) Distribusi Jawa Timur Area Pelayanan
dan Jaringan kota malang

2.

Daftar Wawancara

3.

Surat Penelitian

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