CD Tesis

Kualitas Pelayanan Publik Di Kantor Camat Tampan Kota Pekanbaru

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This research is motivated by Law Number 25 of 2009 concerning Public Services regarding the obligations of public service providers, namely to provide quality services in accordance with the principles of public service providers, implementing services in accordance with service standards. The purpose of this study was to determine the quality of public services at the Tampan sub-district office in Pekanbaru City and to determine the inhibiting factors for service at the Tampan sub-district office in Pekanbaru City. This research uses a qualitative descriptive research method approach, namely research that aims to describe and describe events and phenomena that occur in the field and present data systematically, factually and accurately regarding facts or phenomena that occur in the field. The informants in this study were employees who served and the communities served. The results of this study indicate that the quality of public services at the Tampan District Head Office in Pekanbaru City is still not optimal, due to several indicators in the dimensions of Tangible, Reliability, Responsiveness, Assurance, and Empathy which have not been implemented in accordance with service standards. The indicators that have not been fully implemented are the Tangible Dimension (real evidence), namely regarding the comfort of the service place. Dimensions of Reliability (reliability) indicators that have not been running, namely not yet skilled employees in using service aids. Dimensions of Assurance (Guarantee) indicators that have not been running, namely still not achieving the guarantee on time service. There are still indicators of Empathy (Empathy) that have not worked according to community expectations, namely regarding the unfriendliness of service employees in serving service users. The inhibiting factor for the implementation of public services at the Tampan Sub-district Office of Pekanbaru City is the lack of Human Resources, as well as inadequate infrastructure such as the absence of air conditioning and lack of computers. Keywords: Quality, Public Service

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 02. 220 (0030)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Ilmu Administrasi., 2020

Deskripsi Fisik

xii, 122 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 02. 220 (0030)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ILMU ADMINISTRASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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