Kualitas Pelayanan Publik Di Kantor Kelurahan Muara Lembu Kecamatan Singingi Kabupaten Kuantan Singingi

Nurfitri, Desly (2022) Kualitas Pelayanan Publik Di Kantor Kelurahan Muara Lembu Kecamatan Singingi Kabupaten Kuantan Singingi. Other thesis, Universitas Islam Riau.

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Abstract

The research was carried out with the aim of analyzing and determining the quality of public services at the Muara Lembu Village Office, Singingi District, Kuantang Singingi Regency, in July 2022 - August 2022. The research was in the form of a qualitative descriptive with survey data collection techniques, interviews and direct observation. The data obtained were then analyzed and compared with standard operating procedures qualitatively and descriptively. The results showed that based on indicators of service quality observation, namely: Direct Evidence, Reliability, Responsiveness, Assurance, and Empathy, the quality of public services at the Muara Lembu Village Office has been going quite well, there have been efforts to lead to excellent quality public services. Efforts have been made to achieve excellent public service quality through the provision of service facilities, namely: 1 service counter unit, 1 waiting room unit equipped with 1 table unit and 6 chairs, and the implementation of OSS (online single submission) has been implemented even though it is not optimal . Obstacles in the quality of public services at the Muara Lembu Village Office, Singingi District, Kuantan Singingi Regency are the lack of adequate facilities and infrastructure, and the lack of employee skills in using the OSS online service program. So that the service is not timely and late, so that people are not satisfied. Besides that, the lack of public knowledge regarding the applicable SOP also causes conflict between employees and the public waiting for service. There are many criticisms and complaints from the public for the achievement of excellent quality public services at the Muara Lembu Village Office, Singingi District, Kuantan Singingi Regency.

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