Rahmadini, Anindita Fachnurizzah (2023) Upaya Peningkatan Kualitas Pelayanan Administrasi Umum (Studi Kasus pada Kantor Kecamatan Kedungkandang Unit Pelayanan Pasukan Antar Surat). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik.

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Abstract

One of the goals of public service to the Kedungkandang District Office is satisfaction in receiving services. The government in realizing quality public services establishes Minimum Services Standards supported by the availability of Standard Operating Procedures. The aim of setting Public Services for service users. Community satisfaction is a separate success for government agencies, especially those engaged in the service sector. If the services provided are not satisfactory, public opinion will deteriorate. This study aims to determine the quality of public services in the Kedungkandang District office, especially in the Delivery Troop service unit. Through the service system as well as the supporting factors and inhibiting factors of public services at the Kedungkandang Disrtrict office. This research is useful for adding insight anda knowledge to the author and the people of Kedungkandang District abotu public service and can be used as a reference for further research. And can be used as evaluation material in public services at the Kedungkandang District Office. This study uses a qualitative approach withdata collection techniques through secondary data, observation, interviews and documentation. This research was conducted at the Kedungkandang District office, Malang city. The informants in this study were the Mail Delivery Troop Officers. As well as people who have used the services of the Inter-Mail Troop. The results of research on the quality of public administration services at the Kedungkandang Sub-District Office of the Mail Troop. Service Unit are measured using 5 determinants of the quality of public services, namely Reliability, Responsiveness, Assurance, Empathy, and also Direct Evidence. Public services carried out by the Kedungkandang District office through the Mail Delivery Troop service have been effective because the hace receeved good ratings from the community bassed on the five determinants used by researchers.

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