Analisis Kualitas Pelayanan di Kantor Lurah Sungailiat Kecamatan Sungailiat Kabupaten Bangka

Silvia Rindiani

Authors

Silvia Rindiani Universitas Terbuka,Universitas Terbuka

Keywords:

Sungailiat Village Office, service quality, public service

Abstract

Public service is a form of service that meets the needs of the community who have an interest in a particular organization in accordance with the rules and procedures that have been established. The Sungailiat Village Office is a government agency that plays a vital role in providing services to the surrounding community. The quality of service provided by employees at the Sungailiat Village Office is of great importance in determining the effectiveness and efficiency of administrative services. However, in practice, the quality of service at the Sungailiat Village Office is considered suboptimal, even leading to low levels of community satisfaction, as evidenced by negative reviews on the official website of the Sungailiat Village Office. This study aims to determine the quality of service at the Sungailiat Village Office. The research method used is a descriptive qualitative approach that focuses on public services to the community. The data collection methods used in this study were observation, interviews, and documentation. The research was conducted at the Sungailiat Village Office, Sungailiat District, Bangka Regency. The informants in this study were the Head of the Village Office, the Head of Community Empowerment and People's Welfare, the Head of the Public Service Section, Service Employees, and the Community. The results of the study show that the quality of service at the Sungailiat Village Office has implemented the dimensions of Reliability, Responsiveness, Assurance, and Empathy. However, there is still a Tangible dimension that does not meet community expectations.

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