THE QUALITY OF PUBLIC SERVICES INFORMATION SERVICES AREA IN THE JOINT OFFICE OF SAMSAT OF SIDOARJO REGENCY

Abstract

Public service is the most important factor in fulfilling the rights of the society who is entitled to receive more useful and clear service standard . This research aims to describe to what extent quality of public services in information services area in the joint office of samsat Regency of Sidoarjo. The method used is descriptive qualitative approach with data collection techniques of observation, interviews, and documentation with six informants consisting of one employee of the information service departement and five service recipients at the Samsat Office of Sidoarjo Regency. The results showed that the quality of public services can be said to be good enough, this can be seen from the dimension of tangibles concerning the accomplishment  of supporting facilities and infrastructure with by the appearance of polite and kind employees. Reliability can be seen from the employee who gives service quick, precisely, and satisfying. Responsiveness can be seen from responsive employee attitude. Assurance is related to the employee who provides security and is free from risk. And then empathy concerning good communication relations between employee and community. But there is still a problem in terms of implementation. There are problems with human resources in the information section inadequate because just any two employees that service queue number retrieval, answer the groove every taxpayer, and entry a phone number every taxpayer for geting sms pay tax. The Suggestion from the author is to provide a queue helpline so that when the service process takes place when taking the queue number, the first person who comes will be served first.