Ikhsan, William (2022) Kualitas Pelayanan Publik Oleh Pemerintah Kelurahan Sialang Munggu Kecamatan Tuah Madani Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research, the author directs the issue of Public Service in the Sialang Munggu Urban Village, Tuah Madani District, after the division. It is necessary to improve the quality of service from the local government of Pekanbaru City in carrying out its service functions to the community effectively and efficiently. Improving the quality of this service is carried out by the Pekanbaru City government by carrying out expansion in accordance with the demands of Law No. 23 of 2014 concerning Regional Government. The purpose of this study was to determine the quality of government in improving public services in Sialang Munggu Uraban Village, Tuah Madani District, Pekanbaru City. And the inhibiting factor in implementing the quality of public services is the facilities that have not been fulfilled because the hot and limited room makes the community stuffy if there are crowded queues and less orderly. The type of research that researchers use in this study is to use qualitative research methods with a descriptive approach, namely research by trying to describe the object or subject under study in accordance with what it is and explain about the variables and indicators in this case are Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The types and techniques of data collection used consisted of observation, interviews and documentation. The results of this study indicate that the tangible form of public services by the Sialang Munggu Urban Village Government by carrying out their duties as service employees provides comfort and convenience in serving customers in the service process according to standard operating procedures. Lurah employees have responded to the community well and responded to complaints quickly and appropriately. However, the community stated that the response of the lurah employees had not been maximal in serving them. There are still lurah employees who don't care when asked about the process of making the letter. In fact, the Head of the Lurah should reprimand this matter because it is related to the quality of public services at the Lurah's office.

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