PRATAMA, RIZKY ANGEL (2021) KUALITAS PELAYANAN PUBLIK BERDASARKAN SURVEI KEPUASAN MASYARAKAT DI MAL PELAYANAN PUBLIK SIDOARJO. Undergraduate thesis, UPN"VETERAN" JATIM.
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Abstract
This research is based on phenomena related to public services which state that: that the average implementation of the district is still not good. One attempt improvement of public services by creating an innovation to facilitate community in service management. In this case, Sidoarjo Regency make a Public Service Mall (MPP) which is the place where the activities or activities of providing public services for goods, services and/or administrative services which is an extension of the function of integrated services both central and regional, as well as services for State-Owned Enterprises/Business Entities Regional/private-owned in order to provide fast, easy, affordable, safe, and convenient. The purpose of this study is to find out service quality based on the Community Satisfaction Survey at the Service Mall Sidoarjo Public. This type of research operationalizes one variable which is usually called variable independent, namely Service Quality based on the Community Satisfaction Survey in Mal Sidoarjo Public Services as measured by the Community Satisfaction Survey guidelines by using quantitative data analysis. Questionnaire Data Collection Techniques, Observation and Documentation. This research is in accordance with the PAN-RB Ministerial Regulation No. 14 2017 Guidelines for Preparation of SKM for Service Provider Units Public The results of this study are on the Elements of Requirements to Have Service Quality Good. The procedure element has good service quality. On the Element of Time The settlement has Good Service Quality. On the element of cost has quality Good service. The elements of Service Type and Service Product have value Good service quality. In the competency element, the officer has a quality value Good service. On the element of Officer Behavior, the value of service quality is Good. The Suggestion and Feedback Element has a value of Good service quality. And on the element Facilities and infrastructure have a value of good service quality. So the Survey Value Community satisfaction is 71.83 with good service unit performance. Keyword: Quality, Public Service, Community Satisfaction Survey
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JQ Political institutions Asia > JQ224 Public policy and administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Mujari Mujari | ||||||||
| Date Deposited: | 14 Jun 2021 07:02 | ||||||||
| Last Modified: | 14 Jun 2021 07:02 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/1833 |
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