Radjah, Chatrin Rambu Nau (2023) Kualitas Aparatur Pemerintah Dalam Memberikan Pelayanan Pada Masyarakat (Suatu Studi di Kantor Kelurahan Sukun, Kecamatan Sukun Kota Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik.

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Abstract

Chatrin Rambu Nau Radjah, NPK 19031000015 Department of Public Administration, Faculty of Social and Political Sciences, Merdeka University of Malang with the thesis title "Quality of Government Apparatuses in Providing Services to the Community" at the Sukun Village Office, Malang City. Supervisor I, Dra.HJ. Umi Chayatin, M.Si and Advisor II, Dr. Drs. TOMMY HARIYANTO, MS. Quality of service is not only achieved through decisions, but through the ability of the apparatus to provide various materials regarding service management through structural training at various levels. The performance of public services is not enough just to do with indicators attached to service users such as customer satisfaction. Service quality is a condition in which a dynamic relationship is created between users and service providers, both services and humans. Public services are closely related to ability, comprehension, timeliness, and available infrastructure. If the service provided is in accordance with what is expected by service users, then it can be said that the service is a quality service. If the service provided is not in accordance with the expectations of service users, it can be said that the service is not of good quality. Good or bad service quality is not based on the point of view or perception of service providers/services but based on consumer perceptions and rules or regulations regarding service quality. This research was made to determine the quality of government apparatus in providing services to the community as measured by indicators, namely: tangibles, reliability, responsiveness, assurance, and empathy. The results of this study indicate that the quality of service at the Sukun Village Office is quite good which can be seen from the responsiveness of employees in providing services in resolving every complaint and community needs. Even though it has been said to be good, there are still deficiencies in the quality of service in the Sukun Village Office, this includes the quality of the waiting room where the facilities are still lacking, so there are still complaints from the community as service users.

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