Dzaky, Habibi (2025) Efektivitas Pelayanan Tamu pada Bagian Protokol Biro Administrasi Pimpinan Sekretariat Daerah Provinsi Riau. Masters thesis, Universitas Islam Riau.

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Abstract

This research investigates the effectiveness of guest services within the Protocol Section of the Bureau of Administration of the Secretariat of the Regional Government of Riau Province. The primary issues addressed in this study include the challenges in providing efficient and professional services to guests, particularly in the context of government events and official visits. The research employs a qualitative descriptive methodology, focusing on the process of guest reception, coordination, and satisfaction with the services provided. Data were collected through interviews with key informants, including government officials and staff involved in the protocol functions. The study finds that the Protocol Section has established a well-coordinated system that supports the smooth execution of duties by the Governor and other regional leaders. The key findings indicate that the integration of operational systems and collaboration across departments have significantly improved guest service delivery. However, there are still challenges, including the need for continuous staff training, better digital coordination, and the resolution of logistical issues related to sudden changes in schedules. The research concludes that while the service is generally effective, enhancements in digital infrastructure and resource management are crucial to further improve guest satisfaction and operational efficiency.

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