KUALITAS PELAYAN PUBLIK PADA KANTOR KELURAHAN GILINGAN KECAMATAN BANJARSARI KOTA SURAKARTA

Abstract

Siti Ngaisah, 2016 “The Quality Of Public Service At The Mill Office Of
Gilingan Banjarsari Of Surakarta Urban Governmentâ€. Slamet Riyadi
University, Thesis, unpublished.
Goals to be achieved by this study are to describe the quality of public service
at the Mill Office Gilingan Banjarsari of Surakarta. The method used in this
research is descriptive and analyzed qualitative. Its informant is Gilingan
employee Banjarsari of Surakarta. Data was collected through interviews,
observation, and documentation. Data analyzed using an interactive model,
namely data collection, data reduction, data presentation, and conclusion.
Mechanical validity of the data using triangulation. Based on the results of
research and discussion can be concluded that the quality of public services at
the mill office is described as follows: 1) The quality of public services at the
mill office is based on indicators Tangibles (direct evidence) basically been
implemented, parking facilities are less qualified because of the narrowness
land can still be overcome. To provide service tangibles (direct evidence) that
need to be improved and its quality; 2) The quality of public services indicators
Reliability (reliability) has been implemented fairly well, there is little constraint
of service does not match the time is still within reasonable limits due to the
number of employees that are not proportional to the number of people; 3)
Quality indicators Responsiveness of public service (responsiveness), has
been carried out by well-Gilingan mill officer. Responsiveness service quality
(responsiveness) need to be improved quality; 4) Quality Assurance indicator
of public services (guarantee), has been implemented by well-trained
employees with the mill 0ffice to provide security and correctness. Quality
Assurance services (guarantee) for improvement of quality; 5) The quality of
public services Emphaty indicator (empathy) are good enough carried out by
employees of the mill office so there are social interaction between employees
of the office and community service users. The results of this research showed
that the public service in the mill office is already running well despite not
maximized due to several constraints for their facilities and infrastructure are
inadequate, constraint techniques and human resources, but everything can
still be resolved so that public services can be run as planned.
Key words: tangible, reliability, responsiveness, Assurance, dan Emphaty.