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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 …......... .................................................................................................. 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. istematikan Penulisan........................................................................... 11
BAB II KAJIAN PUSTAKA
A. A!ministrasi Pembangunan ................................................................... 1"
1. Konse# A!ministrasi Pembangunan ................................................. 1"
B. Pro$esionalisme Pega%ai ....................................................................... 1&
1. Pro$esionalisme ................................................................................. 1&
a. Pengertian Pro$esionalisme .......................................................... 1&
b. Pro$esionalisme Kerja .................................................................. ''
(. Karakteristik Pro$esionalisme Kerja ............................................ '"
!. Asas Pokok Pro$esionalisme ........................................................ ')
e. *saha+usaha Pengembangan Pro$esionalisme ............................. ',
'. Pega%ai ............................................................................................. '-
a. Pengertian Pega%ai ...................................................................... '-
b. Pengertian Kinerja Pega%ai ......................................................... .0
.. *#a/a Meningkatkan Po$esionalisme Pega%ai ................................ .'
C. Pela/anan Publik ................................................................................... .)
1. Pengertian Pela/anan Publik ............................................................. .)
'. Bentuk+Bentuk Pela/anan ................................................................. .,
a. La/anan !engan lisan ................................................................... .-
b. La/anan melalui tulisan................................................................ .-
(. La/anan berbentuk #erbuatan ...................................................... .0
.. Kualitas Pela/anan Publik ................................................................ .0
". 1aktor+$aktor 2ang Mem#engaruhi Kualitas Pela/anan ................... ".
a. 1aktor Kesa!aran .......................................................................... ""
b. 1aktor Aturan ............................................................................... ""
(. 1aktor 3rganisasi ......................................................................... ")
!. 1aktor Pen!a#atan ........................................................................ ",
e. 1aktor Kemam#uan Ketram#ilan ................................................. "-
$. 1aktor arana Pela/anan ............................................................... "&
). 4ubungan Pro$esionalisme Dengan Pela/anan ................................ "&
BAB III METODE PENELITIAN
A. 5enis Penelitian ................................................................................... ))
B. 1okus Penelitian .................................................................................. ),
C. Lokasi Dan itus Penelitian ................................................................ )0
D. 5enis !an umber Data ....................................................................... )&
E. Teknik Pengum#ulan Data .................................................................. ,0
1. 6nstrumental Penelitian......................................................................... ,'
7. Pengujian 8ali!itas !an Reliabilitas ................................................... ,.
4. Analisis Data ....................................................................................... ,,
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
A. 4asil Penelitian ................................................................................... ,&
1. 7ambaran *mum Perusahaan PT. PL9 :Persero; ......................... ,&
a. ejarah Perusahaan .................................................................... ,&
b. Ba!am 4ukum Perusahaan ........................................................ -'
(. Tujuan Perusahaan ..................................................................... -'
!. truktur 3rganisasi .................................................................... -"
1; Area #ela/anan !an 5aringan :AP5; ..................................... -"
'; *nit Pela/anan :*P; ............................................................. 01
.; *nit 5aringan :*5; ................................................................ 01
"; *nit Pela/anan Dan 5aringan :*P5; ..................................... 0'
e. Kegiatan *saha PT. PL9 :Persero; ........................................... 0.
$. istem *#ah !an Penggajian ...................................................... 0.
g. 5am Kerja Kar/a%an ................................................................. 0"
h. Pro!uksi ..................................................................................... 0"
'. Bu!a/a Perusahaan PT. PL9 :Persero; .......................................... 0,
a. Makna Logo PT. PL9 :Persero;................................................. 0,
b. 1alsa$ah< Motto< 8isi< Misi< !an Tata 9ilai Perusahaan ............ 0-
1; 1alsa$ah !ari PT. PL9 :Persero; .......................................... 0-
'; Motto PT. PL9 :Persero; ..................................................... 00
.; 8isi ....................................................................................... 00
"; Misi ...................................................................................... 0&
); Pan!uan Tata 9ilai ............................................................... &0
(. Pan!uan 3#erasional ................................................................. &1
.. Pen/ajian Data 1okus Penelitian .................................................... &.
a. *#a/a meningkatkan Pro$esionalisme Pega%ai PT. PL9
:Persero; Distribusi 5a%a Timur Area Pela/anan !an 5aringan
Malang !alam #ela/anan #ublik. .......................................... = &.
b. Ken!ala+ken!ala /ang !iha!a#i PT. PL9 :Persero; Distribusi
5a%a Timur Area Pela/anan !an 5aringan !alam Meningkatkan
Pela/anan ke#a!a Mas/arakat................................................. 10"
B. Pembahasan ...................................................................................... 10&
1. *#a/a meningkatkan Pro$esionalisme Pega%ai PT. PL9
:Persero; Distribusi 5a%a Timur Area Pela/anan !an 5aringan
!alam #ela/anan Publik ............................................................... 10&
'. Ken!ala+ken!ala /ang Diha!a#i oleh PT. PL9 :Persero; Distribusi
5a%a Timur Area Pela/anan !an 5aringan !alam Meningkatkan
Kualitas Pela/anan Publik Meli#uti ............................................ 11-
BAB V PENUTUP
A. Kesim#ulan ....................................................................................... 1'0
B. aran ................................................................................................. 1'&
DAFTAR PUSTAKA
LAMPIRAN
DAFTAR TABEL
No Judul Hl
1 Pembagian 5am Kerja Kar/a%an PT. PL9 :Persero;
Distribusi 5a%aTimur Area Pela/anan Dan 5aringan Malang
0"
' Pen!i!ikan Dan Latihan :Diklat; PT. PL9 :PERER3; Area
Pela/anan Dan 5aringan Kota Malang Tahun '010
&)
DAFTAR GAMBAR
No Judul Hl
1 Kom#onen+kom#onen Analisis Data Mo!el 6nterakti$ ,-
DAFTAR LAMPIRAN
1. truktur 3rganisasi PT. PL9 :Persero; Distribusi 5a%a Timur Area Pela/anan
!an 5aringan kota malang
'. Da$tar >a%an(ara
.. urat Penelitian

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