KUALITAS PELAYANAN PUBLIK

Abstract

Quality of Public Services. This study aims to determine and analyze the quality of
public services in the Office of Population and Civil Registry of Pelalawan Regency. This type of
research is a descriptive study with a qualitative approach. The informants in this study were
employees who served and the people served. The results of the study concluded that the tangible
dimensions that have indicators of appearance, comfort, convenience, and use of assistive devices
have been applied, but there are indicators that have not been fully implemented, namely regarding
the convenience of service places. The reliability dimension which has indicators of accuracy,
clear service standards, abilities, and expertise has been applied, but there are indicators that have
not worked as expected by the community, namely regarding employee expertise in using service
aids. The dimension of responsiveness which has indicators responding, fast, precise, careful,
timely and responding to complaints from service users has been implemented, this dimension is in
accordance with the wishes of the community proven because there are no complaints from service
users regarding indicators in the dimension of responsiviness. The assurance dimension that has
indicators of timely guarantees and guarantees of cost certainty has been implemented in
accordance with the wishes of the community. This is proven because there are no complaints
from service users regarding indicators in the assurance dimension. The empathy dimension that
has an indicator of prioritizing the interests of service users, friendly manners, non-discriminatory,
and respectful has been implemented, but there are indicators that have not been running according
to the expectations of the public namely regarding the unfriendliness of service employees in
serving service users. The inhibiting factors for the implementation of public services in the
Department of Population and Civil Registry of Pelalawan Regency are the lack of employee
resources and the lack of infrastructure.