Yarvita, Sherly (2025) Kualitas Pelayanan Publik Pada Kantor Kelurahan Kulim Kecamatan Kulim Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

The purpose of this study is to determine the level of quality of public services and supporting and inhibiting factors in improving the quality of public services. This study is a quantitative study with a descriptive approach. This study was conducted at the Kulim Village Office, Kulim District, Pekanbaru City. Respondents in this study amounted to 73 people who were members of the community who received public services. Data analysis in the study used descriptive analysis. The results of the study explain that the quality of public services at the Kulim Village Office, Kulim District, Pekanbaru City has been carried out well because the average value produced was 70.67% in the interval 67 - 100%. The assurance dimension is the dimension with the highest average value of 73.33%, this explains that assurance is one of the things that needs to be considered in order to provide quality services. While supporting factors such as each employee has good abilities in serving the community, in addition, employees are also always disciplined in carrying out their duties and responsibilities and the use of technology in facilitating the service process, while inhibiting factors in efforts to improve the quality of public services such as the status of the building which is still rented so that there is a lack of space that can be used as a waiting room. In addition to other inhibiting factors, there are still people who do not use the "Go Form Go" service to facilitate registration and the most common factor is that people do not complete the required documents that have been set.

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