CD Tesis

Kualitas Pelayanan Publik Pada Kantor Dinas Kependudukan Dan Catatan Sipil Kabupaten Pelalawan

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This research is motivated by Law Number 25 of 2009 concerning public service article 15 regarding the obligation of public service providers, namely providing quality services in accordance with the principles of public service delivery, carrying out services in accordance with service standards. This study aims to determine and analyze the quality of service the public at the Pelalawan District Population and Civil Registry Office and the factors that hampered service at the Pelalawan District Population and Civil Registry Office.
This type of research is descriptive research with a qualitative approach. The informants in this study were employees who served and the community served.
The results of the study concluded that the Tangible Dimension (Physical Evidence) which has an indicator of appearance, comfort, ease, and use of assistive devices has been applied, but there are indicators that have not been fully implemented, namely regarding the convenience of the place of service. Reliability Dimensions that have accuracy indicators, clear service standards, capabilities, and expertise have been implemented, but there are indicators that have not been run according to community expectations, namely regarding the expertise of employees in using service tools. The dimension of Responsiveness which has indicators of responding, fast, precise, accurate, timely and responding to complaints of service users has been applied to this dimension in accordance with the wishes of the community proven because there are no complaints from service users regarding indicators in the Responsiveness dimension. Dimension Assurance (Guarantees) which has a guarantee indicator on time and a guarantee of cost certainty has been implemented in accordance with the wishes of the community. This is evident because there are no complaints from service users regarding indicators in the Assurance dimension. The Emphaty dimension, which has indicators that prioritize the interests of service users, is polite, non-discriminatory, and appreciative, has been implemented, but there are indicators that have not run according to the expectations of the community regarding service staff disharmony in serving service users. The inhibiting factor in the implementation of public services at the Department of Population and Civil Registry of Pelalawan Regency is the lack of staff resources and the lack of infrastructure.

Keywords: Quality of Public Services

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 02. 219 (0029)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Ilmu Administrasi., 2019

Deskripsi Fisik

xii, 106 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 02. 219 (0029)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) ILMU ADMINISTRASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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