THE QUALITY OF PUBLIC SERVICE IN SUBDISTRICT OFFICE TABIR ULU MERANGIN REGENCY
Keywords:Quality, Public Service, Subdistrict Office Tabir Ulu
The delivery of public services is an attempt by the State to fulfill the basic needs and civil rights of every citizen of the goods, services, and administrative services provided by the public service providers. This study aims to determine how the quality of public service in subdistrict office tabir ulu merangin regency. Method This research uses descriptive research with a qualitative approach. Research data collection techniques by observation, interview and document review with informants totaling seven people. The results showed that the quality of public services in the Tabir Ulu Sub-District Office has not been well implemented overall, judging by the five dimensions of quality of public services, which are tangible, reliability, responsiveness, assurance, and empathy. Tangible, the waiting room is not yet equipped with air conditioning such as air conditioning, so that people do not feel comfortable in the waiting room. Reliability, the speed of employees in administrative management has been classified as good, seen from the ability and expertise in the use of technology in the office as a tool in the process of serving the community. Responsiveness, in serving the community, cannot yet be fully felt by the community, because officers in performing services are not in accordance with the right time and there are still some complaints from the community that cannot be responded quickly. Guarantees, there are still services that have not been guaranteed to be completed within the allotted time. Empathy, special treatment is still found for people who have kinship relations.
Hardiyansyah. 2011. Kualitas Pelayanan Publik. Yogyakarta: Gava Media.
Ibrahim, Amin. 2008. Teori dan Konsep Pelayanan Publik serta Implementasinya. Bandung: Mandar Maju.
Nikita Debora Tombiling, Patar Rumapea, dan Martha Ogotan. 2017. Kualitas Pelayanan Publik Di Kantor Camat Pineleng Kabupaten Minahasa. Jurnal Administrasi Publik. Vol. 4. No. 49.
Poerwadarminta, W.J.S. 1995. Kamus Umum Bahasa Indonesia. Jakarta: PT.Balai Pustaka.
Ratminto, & Atik Septi Winarsih. 2007. Manajemen Pelayanan. Yogyakarta: Pustaka Pelajar.
Rezha Yahya Nur Hakim, Heru Ribawanto, Minto Hadi. 2014. Pelayanan Publik di Kecamatan Giri Kabupaten Banyuwangi (Studi pada Penyelenggaraan Pelayanan Kependudukan). Jurnal Administrasi Publik. Vol. 2. No 3. [online].
Satori, Djamaâ€™an dan Aan Komariah. 2013. Metodologi Penelitian Kualitatif. Bandung: Alfabeta.
Tjiptono, Fandy. 2000. Manajemen Jasa. Yogyakarta: Andi.
Wasistiono, Sadu. 2001. Kapita Selekta Manajemen Pemerintah Daerah. Sumedang: Alqoprint.
Yayat Rukayat. 2017. Kualitas Pelayanan Publik Bidang Administrasi Kependudukan Di Kecamatan Pasirjambu. Jurnal Ilmiah Magister Ilmu Administrasi (JIMIA). Vol. 11. No.2
How to Cite
Policy for Journals That Offer Open Access
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).