Muliani, Betrik (2024) Analisis Kualitas Pelayanan Publik Berdasarkan Survei Kepuasan Masyarakat di Mal Pelayanan Publik Kabupaten Tulungagung. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
This research aims to analyze the quality of public services at the Public Service Mall (MPP) of Tulungagung Regency based on the Community Satisfaction Survey (SKM). Data were collected through questionnaires distributed to 85 respondents receiving services at the MPP of Tulungagung Regency. The sampling technique used purposive sampling to ensure an accurate representation of the population. Data analysis was conducted quantitatively referring to the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform (PANRB) of the Republic of Indonesia Number 14 of 2017 concerning Guidelines for the Preparation of Community Satisfaction Surveys on Public Service Provider Units. The nine elements of service that are the focus of analysis include: requirements, systems, mechanisms and procedures, completion time, fees/tariffs, specifications of service types, competence of implementers, implementer behavior, handling complaints, suggestions and feedback, as well as facilities and infrastructure. The research results indicate that the Public Service Mall of Tulungagung Regency overall received a Community Satisfaction Survey score of 3.40 and a Service Quality rating of "B". These findings reflect the quality and satisfaction of public services at the Public Service Mall of Tulungagung Regency, which can serve as a benchmark for evaluating service quality in the future.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JA Political science (General) > JA51 Public management | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Betrik Muliani | ||||||||
| Date Deposited: | 30 May 2024 03:25 | ||||||||
| Last Modified: | 30 May 2024 03:25 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/23274 |
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