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