PELAYANAN KANTOR KELURAHAN SEWU KECAMATAN JEBRES KOTA SURAKARTA, PROVINSI JAWA TENGAH

Jurnal Sri Mulyono

Abstract

Public services at the kelurahan level are interesting to observe because their
activities are in the context of meeting the basic needs of the community for goods
or services and administrative services related to the interests of the community.
The purpose of the study was to describe and analyze the services of the Sewu
Village Office, Jebres District, Surakarta City. The research method uses
descriptive qualitative. Informants are employees of Sewu Village and residents of
Sewu Village. Data collection techniques using interviews, observation, and
documentation. The data analysis technique uses an interactive analysis model.
The data validity technique uses source triangulation.
Based on the results of the research and discussion, it can be concluded that:
Services at the Sewu Village Office related to Tangibles (direct evidence),
Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee),
and Empathy (empathy) have been implemented well enough by employees so that
there is social interaction between kelurahan employees and service users. The
results of this study indicate that the service in Sewu Village has been running
well although it has not been maximized due to several obstacles due to
inadequate facilities and infrastructure, technical constraints and existing human
resources, but all of them can still be overcome so that services can run as
planned.
Keywords: tangible, reliability, responsiveness, assurance, and empathy.