Analisis Kinerja Dinas Pemadam Kebakaran Kota Batam dalam Pelayanan Publik Berbasis Quick Response Service: Studi Kuantitatif Deskriptif
DOI:
https://doi.org/10.38035/jmpd.v4i3.778Keywords:
Kinerja Pelayanan Sektor Publik, Pemadam Kebakaran, Pelayanan Cepat Tanggap, BatamAbstract
Abstrak: Penelitian ini bertujuan menganalisis kinerja Dinas Pemadam Kebakaran Kota Batam dalam pelayanan publik berbasis Quick Response Service. Penelitian menggunakan pendekatan kuantitatif deskriptif dengan teknik survei. Data diperoleh dari 42 responden yang memiliki pengalaman langsung terhadap layanan Dinas Pemadam Kebakaran Kota Batam. Instrumen penelitian berupa kuesioner skala Likert yang mengukur lima dimensi kinerja, yaitu kecepatan respons layanan, ketepatan penanganan, koordinasi antarpetugas, kemudahan akses layanan serta ketersediaan sarana dan prasarana. Data dianalisis menggunakan SPSS melalui uji validitas, uji reliabilitas dan statistik deskriptif. Hasil penelitian menunjukkan bahwa kinerja Dinas Pemadam Kebakaran Kota Batam berada pada kategori tinggi, dengan nilai rata-rata keseluruhan 3,74. Dimensi ketepatan penanganan memperoleh skor tertinggi, diikuti oleh kecepatan respons layanan. Sementara itu, sarana dan prasarana menjadi dimensi dengan skor terendah, meskipun tetap berada pada kategori tinggi. Temuan ini menunjukkan bahwa kekuatan utama layanan terletak pada kapasitas operasional petugas dalam merespons dan menangani keadaan darurat, sedangkan aspek pendukung masih memerlukan penguatan. Penelitian ini menyimpulkan bahwa peningkatan kualitas pelayanan perlu diarahkan pada penguatan akses layanan, koordinasi operasional dan dukungan sarana-prasarana agar Quick Response Service dapat berjalan lebih optimal dan berkelanjutan.
References
Boone, H., & Boone, D. (2012). Analyzing Likert Data. Journal of Extension, 50(2). https://doi.org/10.34068/joe.50.02.48
Brady, M. K., & Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334
Carifio, J., & Perla, R. (2008). Resolving the 50‐year debate around using and misusing Likert scales. Medical Education, 42(12), 1150–1152. https://doi.org/10.1111/j.1365-2923.2008.03172.x
Carvalho, J., Fernandes, M., Lambert, V., & Lapsley, I. (2006). Measuring fire service performance: a comparative study. International Journal of Public Sector Management, 19(2), 165–179. https://doi.org/10.1108/09513550610650428
de Wit, R. A. C., & Helsloot, I. (2021). Public perception in regard to fire service in the Netherlands. Fire Safety Journal, 122, 103343. https://doi.org/10.1016/j.firesaf.2021.103343
Duray, R., Fan, Y., & French, M. (2025). Improving emergency service operations: the impact of organizational design and task environment. Journal of Humanitarian Logistics and Supply Chain Management, 15(3), 198–209. https://doi.org/10.1108/JHLSCM-05-2024-0066
Eslamzadeh, M. K., Grilo, A., & Espadinha-Cruz, P. (2023). A Model for Fire Departments’ Performance Assessment in Portugal. Fire, 6(1), 31. https://doi.org/10.3390/fire6010031
Etikan, I. (2016). Comparison of Convenience Sampling and Purposive Sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1. https://doi.org/10.11648/j.ajtas.20160501.11
Hartanto, D., & Siregar, S. M. (2021). Determinants of Overall Public Trust in Local Government: Meditation of Government Response to COVID-19 in Indonesian Context. Transforming Government: People, Process and Policy, 15(2), 261–274. https://doi.org/10.1108/TG-08-2020-0193
Jääskeläinen, A., & Lönnqvist, A. (2011). Public service productivity: how to capture outputs? International Journal of Public Sector Management, 24(4), 289–302. https://doi.org/10.1108/09513551111133461
Kårtvedt, L. E. (2024). Explaining Coordination Quality in Public Service Delivery. Public Performance & Management Review, 1–24. https://doi.org/10.1080/15309576.2024.2315016
KC, K., & Corcoran, J. (2017). Modelling residential fire incident response times: A spatial analytic approach. Applied Geography, 84, 64–74. https://doi.org/10.1016/j.apgeog.2017.03.004
Kloot, L. (2009). Performance measurement and accountability in an Australian fire service. International Journal of Public Sector Management, 22(2), 128–145. https://doi.org/10.1108/09513550910934538
Lee, Y. H., Kim, M. S., & Lee, J. S. (2020). Firefighting in Vulnerable Areas Based on the Connection between Fire Hydrants and Fire Brigade. Sustainability, 13(1), 98. https://doi.org/10.3390/su13010098
Murphy, P., Wankhade, P., & Lakoma, K. (2019). The strategic and operational landscape of emergency services in the UK. International Journal of Emergency Services, 9(1), 69–88. https://doi.org/10.1108/IJES-12-2018-0062
Pallant, J. (2020). SPSS survival manual: A step by step guide to data analysis using IBM SPSS. Routledge.
Panday, P. K., & Chowdhury, S. (2020). Responsiveness of local government officials: insights and lessons from participatory planning and budgeting. Asia Pacific Journal of Public Administration, 42(2), 132–151. https://doi.org/10.1080/23276665.2020.1742753
Permana Budi, A., Antara, M., Wiranatha, A. A. P. A. S., & Sudiarta, I. N. (2021). The influence of personal values on buying and purchasing intentions of Chinese tourists visiting Bali. International Journal of Tourism Cities. https://doi.org/10.1108/IJTC-09-2020-0184
Power, N., Alcock, J., Philpot, R., & Levine, M. (2024). The psychology of interoperability: A systematic review of joint working between the UK emergency services. Journal of Occupational and Organizational Psychology, 97(1), 233–252. https://doi.org/10.1111/joop.12469
Puolokainen, T., Jaansoo, A., & Klaos, M. (2018). Providing rescue services in remote areas of Estonia. International Journal of Emergency Services, 7(3), 164–178. https://doi.org/10.1108/IJES-02-2017-0009
Saraswati, D. F., & Cahyono, A. B. (2017). Analisis Daerah Risiko Bencana Kebakaran di Kota Surabaya dengan Menggunakan Sistem Informasi Geografis. Jurnal Teknik ITS, 6(2). https://doi.org/10.12962/j23373539.v6i2.24410
Soujaa, I., Nukpezah, J. A., & Benavides, A. D. (2021). Coordination Effectiveness During Public Health Emergencies: An Institutional Collective Action Framework. Administration & Society, 53(7), 1014–1045. https://doi.org/10.1177/0095399720985440
Subramaniam, C., Ali, H., & Mohd Shamsudin, F. (2012). Initial emergency response performance of fire fighters in Malaysia. International Journal of Public Sector Management, 25(1), 64–73. https://doi.org/10.1108/09513551211200294
Wang, M., & Wang, J. (2024). Performance Evaluation of Urban Emergency Governance: Conceptual Connotations and Empirical Research Based on the Crisis Life Cycle Theory. Evaluation Review, 48(5), 945–974. https://doi.org/10.1177/0193841X231215208
Yohanitas, W. A. (2017). Menciptakan Good Governance Melalui Inovasi Pelayanan Publik di Kota Surakarta. Jurnal Borneo Administrator, 12(3), 239–257. https://doi.org/10.24258/jba.v12i3.253
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Slamet Pribadi, Isfandir Hutasoit, Indra Sakti, Agus Riyanto
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak cipta :
Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:
- Hak cipta pada setiap artikel adalah milik penulis.
- Penulis mengakui bahwa JMPD berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
- Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di JMPD.
