Safitri, Diah Ayu Puji (2022) Upaya Peningkatan Kualitas Pelayanan Publik (Studi di Dispendukcapil Kota Batu Berdasarkan Peraturan Daerah Provinsi Jawa Timur No.14 Tahun 2016). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

Efforts to improve the quality of public services are a form of fulfilling the obligation to serve every resident in the East Java region in fulfilling the rights and needs of public services as the expectations and demands of the population, which have been regulated in East Java Provincial Regulation No. 13 of 2016 concerning Public Services. This effort is one of the answers to the problems of public services provided, an innovation made to improve the quality of public services and can carry out public services in accordance with their duties and functions so as to provide b.etter service quality.
In this study using descriptive qualitative research, because researchers want to get more in-depth data so that later all situations in providing services are studied such as aspects of place, actors, circumstances and activities that interact directly. In addition, data collection techniques used by researchers, namely interviews, observation, and documentation. The scope of this research is the implementation of efforts to improve the quality of public services at the Department of Population and Civil Registration as well as the supporting and inhibiting factors for improving the quality of public services in providing services. Efforts to improve the quality of public services carried out consist of several indicators ranging from tangibles including physical facilities, employee equipment, reliability (reliability) the ability to provide promised services promptly, accurately, and satisfactorily, responsiveness (responsiveness) the wishes of the staff To help customers and provide responsive service, Assurance, knowledge, and trustworthiness of the staff, free from danger, risk or doubt, Empathy includes the ease of good communication, personal attention, and understand customer needs, feedback from the community, evaluate services and improve services.
Public services provided to the community are carried out through clear procedures and systems, where the Population and Civil Registration Office of Batu City, the community feels that the services provided are quite good, such as ease of requesting services, responsive employees, and services received in accordance with promised time

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