PELAYANAN PERNIKAHAN DI KANTOR URUSAN AGAMA KECAMATAN BANJARSARI KOTA SURAKARTA

Abstract

This study was aimed to explore the marriage service at Religious Affairs at
Banjarsari Sub District Surakarta City. The formulated research problems
were reviewed by five dimensions of services, i.e. dimensions of tangability,
reliability, responsiveness, assurance and of empathy. Questionnaire was
used to collect the data. Qualitative data were collected by employing
document study and interview indepth. One hundred respondents consisting
of service users were interviewed. Research result indicated that the quality of
work performance of the Religious Affairs Office at Banjarsari Sub District
Surakarta City seemed not satisfyng fully the service users. It is due to the fact
that there was still existed the gap between what should be done by the
employees of the office and what it was expected by the service users. The
service users percepted that the services given by the employees was not
fully satisfied according to five measurement dimensions of service. The
highest score of gap between the real service given by the employees on the
one hand and the users’ perception as well as the users’ expectation was the
dimension of tangability, followed by the dimensions of responsiveness,
empathy, assurance and the last was dimension of reliability, respectively.
Based on research result, it is recommended that there should be some
efforts done by office related to the five dimensions for promoting better
services in order to satisfy the users of the services.
Key words : tangability, reliability, responsiveness, assurance, empathy.