Riyadiana, Nabila (2024) Kualitas Pelayanan Publik di Kantor Kelurahan Bangkingan Kota Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of today's society is increasingly global, insight into government administration is also broader, and the social transformation scene of an advanced modern society can improve the quality of government services to citizens in order to accelerate progress. The government has an important role in providing excellent service to the entire community. The benchmarks that serve as guidelines for providing services as promises and obligations of public services are public service standards. The sub-district is an institution providing public services at the lower level and must be able to provide good quality services to the community. So the aim of this research is to find out and describe the extent to which service quality depends on whether or not the public is satisfied with the service in Bangkingan Village, Surabaya City. This research uses qualitative research methods with data collection techniques in the form of observation, interviews and documentation. The technique for determining informants, namely purposive and snowball techniques, is expected to be a source of information for research. The results of this research show that the quality of public services at the Bangkingan Subdistrict Office, Surabaya City is implemented in five dimensions, namely Tangible, Reliability, Responsiveness, Assurance, and Empahty along with their indicators. However, there are several obstacles to the indicators that are not in accordance with the wishes of the service user community, including the lack of facilities that support the comfort of public services, such as a lack of chairs in the waiting room, limited service space for sub-district staff, and the existence of inaccuracies in the service process due to incompleteness. documents and requirements fulfilled by the community. So it affects the quality of public services at the Bangkingan Village Office, Surabaya City. Keywords Quality of Service, Subdistrict, Public Services
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JF Political institutions (General) > JF1338-2112 Public administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Nabila Riyadiana | ||||||||
| Date Deposited: | 19 Apr 2024 06:13 | ||||||||
| Last Modified: | 19 Apr 2024 06:13 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/21735 |
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