Zikri, Junarlis Afdhal (2022) Analisis Kualitas Pelayanan Publik Di Kecamatan Pekanbaru Kota Kota Pekanbaru. Masters thesis, Universitas Islam Riau.

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Abstract

This research was conducted at the Pekanbaru Sub-district Office, Pekanbaru City. This study aims (1) to analyze the quality of public services at the Pekanbaru City Sub-district Office (2) to determine the inhibiting factors in the implementation of public service quality. This study used qualitative research methods. Data obtained from interviews, direct observation and accompanied by documentation. While the data analysis technique used is descriptive qualitative analysis by collecting data so as to find descriptions and conclusions about the problems studied and find solutions to problems. Data is described in words or sentences which are separated according to categories to draw conclusions. Based on the results of interviews and observations in the field and then analyzed in this study, the results concluded that the quality of service at the Peknbaru Subdistrict Office, Pekanbaru City. Judging from the Reliability (reliability) employees are considered to have understood their main tasks and functions and provide proper service to the community. Judging from the Tangibles (physical evidence) the availability of human resources itself is sufficient, but there are several devices at the sub-district office that are necessary. Judging from the Responsiveness, some employees are still negligent in carrying out their duties by leaving the service room for matters outside the office. Judging from the Assurance (Guarantee), the attitude and behavior of the service staff are quite polite in serving the community, although sometimes there are still those who are rude in providing services to the community. Judging from the Empathy (Empathy), the District employees are quite communicative in responding to complaints experienced by the community in the services they need.

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