Elvira, Syarifah (2025) Kualitas Pelayanan Publik Pasca Pemekaran Di Kecamatan Tuah Madani Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research aims to analyze the quality of public service after the administrative expansion in the Tuah Madani Subdistrict, Pekanbaru. The expansion of the subdistrict has the potential to affect various aspects of public services and community satisfaction. The research method used in this research is a qualitative approach with a descriptive research type. The results show that in the Tangible indicator, the provision of facilities and office space improvements are still ongoing to enhance adequate infrastructure, although access to service management is relatively easy. However, there is a lack of information dissemination regarding service requirements, which has led to many citizens being unaware of the necessary requirements. In the Reliability indicator, the Standard Operating Procedures (SOP) of the Tuah Madani Subdistrict Office are accessible on the official website of the institution. This reflects transparency in service procedures. However, despite the clear SOP, the performance of the employees in providing services still needs improvement. Training is required for employees to provide professional services, including technology training to speed up the services provided to the public. In the Responsiveness indicator, services are considered fast by the community, but the performance of some employees still needs enhancement. In the Assurance indicator, the timeliness of services is quite good, but the community hopes that all administrative processes can be completed more quickly. The cost guarantee policy implemented by the Tuah Madani Subdistrict Office also greatly helps the community by reducing administrative burdens and increasing public satisfaction. In the future, it is expected that similar policies will continue to exist and more policies that benefit the public will be introduced. Lastly, in the Empathy indicator, the Tuah Madani Subdistrict employees have sufficiently prioritized the satisfaction of the community in each service. The public gives positive feedback on the employees who provide clear and friendly explanations when serving them. The impact of the expansion on the quality of service in the Tuah Madani Subdistrict includes improvements in service quality by employees, increased ease in the implementation of government services, and a reduction in the control span in decision-making. This has the potential to expedite the service process and improve public satisfaction. Overall, although there are some issues that need to be addressed, the quality of service after the expansion in Tuah Madani Subdistrict shows positive development and can continue to improve in the future.

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