KUALITAS PELAYANAN PUBLIK DI KANTOR KECAMATAN KLEGO KABUPATEN BOYOLALI

Abstract

The purpose of this research is to analize the quality of public service in Klego subdistrict office
in Boyolali regency. This research uses descriptive method with qualitative approach. The
research informant use purposive sampling technique. The technique of data collection use
observation, interview and documentation. The data analysis technique use interactive analysis
which consist of data reduction, data presentation, and conclution. The result of this research
shows the quality of the service of Klego subdistrict based on the fact dimention which is not to
satisfy enough for the people. The unsatisfied service are such as the less of queue seat and the
employee discipline factor. There are some employee still have in discipline the employee is
good enough in giving the service to the public, but there is still any some capability that should
be better, such as the ability in operating the computer program. If we see from capacity of the
perceptive, it is not show the good quality of service. It seen when responding the requester, not
every requester get the good response from the employee. There are some employee have the
ability to give thee good respons to the requester. The good respons mostly showed fot the
requester who have the colleague or the requester who have a good relation with the emloyee.
The ansurance dimention shows the good service, it gives the good service to the people and it
gives legality and it olso free that the service which was did by the employee of that district
always give the legality asurance for the people. If we see from the empathy dimension it shows
the good quality when did there duty, the employee put the importance of the requester in the
first place.
Keywords: tangibles, reliability, responsiveness, assurance and empathy.