DAFTAR ISI

HALAMAN JUDUL ..................................................................................... i

HALAMAN PENGESAHAN....................................................................... ii
ABSTRAK ................................................................................................ iii
KATA PENGANTAR ................................................................................ iv
DAFTAR ISI ............................................................................................. vii
DAFTAR TABEL ...................................................................................... ix
DAFTAR GAMBAR .......................................................................................... x
BAB I PENDAHULUAN
A. Latar Belakang Penelitian ............................................................... 1
B. Rumusan Masalah ......................................................................... 5
C. Tujuan Penelitian ............................................................................ 5
D. Kegunaan Penelitian ....................................................................... 6
BAB II TINJAUAN PUSTAKA
A. Budaya Kerja ................................................................................... 7
B. Kepolisian Negara Republik Indonesia ............................................. 15

C. Pengertian Sistem ......................................................................... 22

D. Pengertian Pelayanan ................................................................... 25
E. Masyarakat.................................................................................... 33
F. Budaya Organisasi ........................................................................ 35
G. Kerangka Pikir ............................................................................... 38

BAB III METODE PENELITIAN

A. Desain Penelitian .......................................................................... 41
B. Lokasi Penelitian ........................................................................... 44
C. Populasi dan Sampel Penelitian.................................................... 44
D. Teknik Pengumpulan Data ............................................................ 46
E. Teknik Analisi Data ....................................................................... 48
F. Definisi Operasional Variabel ........................................................ 50

vii
 viii

BAB IV HASIL DAN PEMBAHASAN

A. Deskripsi Lokasi Penelitian......................................................... 53
B. Karakteristik Responden............................................................. 62
C. Budaya Kerja Kepolisian terhadap Sistem Pelayanan surat
keterangan catatan kepolisian pada Direktorat Intelejen 65
Keamanan Polda Sulawesi Tengah....

BAB V. PENTUP
A. KESIMPULAN ...................................................................................... 86

B. SARAN ......................................................................................... 87
DAFTAR PUSTAKA
LAMPIRAN-LAMPIRAN