FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS LAYANAN PUBLIK DI KANTOR KECAMATAN MAMAJANG
Abstract
This research was conducted to find out, describe, and explain regarding the quality of public services in the Mamajang District Office using qualitative research methods with a descriptive approach. Data collection techniques, interviews, observation, and documentation, interactive model data analysis Miles, Huberman, & Saldana (2014). The results of the study show that the quality of public services at the Mamajang District Office has been running quite well. it is necessary to make improvements by the sub-district staff and the Mamajang sub-district office in terms of service quality. a) Improving service infrastructure; b) Leaders of the Mamajang District Office should provide training/workshops on excellent public services; c) Controlling employee performance through measurement of community satisfaction index; and d) Able to be consistent in providing services in accordance with public service hours so that the services provided can run well.
References
Fandy, T. (2015). Strategi Pemasaran” ed-4. Yogyakarta, Penerbit ANDI.
Hashimov, E. (2015). Qualitative Data Analysis: A Methods Sourcebook and The Coding Manual for Qualitative Researchers: Matthew B. Miles, A. Michael Huberman, and Johnny Saldaña. Thousand Oaks, CA: SAGE, 2014. 381 pp. Johnny Saldaña. Thousand Oaks, CA: SAGE, 2013. 303 pp. Taylor & Francis.
Margaretha, F. (2005). Kualitas Pelayanan: Teori dan Aplikasi. Penerbit Mandar Maju, Jakarta.
Mekka, S., Nasir, N., & Wijaya, I. (2022). ANALISIS KINERJA PEGAWAI DINAS KEHUUTANAN PROVINSI SULAWESI SELATAN. Jurnal Inovasi Dan Pelayanan Publik Makassar, 1(1), 42–56.
Morgan, C., & Murgatroyd, S. (1994). Total quality management in the public sector: An international perspective. McGraw-Hill Education (UK).
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147.
Parasuraman, A. V. A., & Valerie, A. (1985). Zeithmal, dkk. 1985.”. A Conceptual Model of Service Quality and Its Implications for Future Research, 41–50.
Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 15 Tahun 2014 tentang pedoman standar pelayanan.
Peraturan Pemeritnah Nomor 96 Tahun 2012 tentang Pelaksanaan Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik.
Silalahi, U. (2012). Metode Penelitian Sosial Bandung: Refika Aditama. Fruit Tartlet Prepare before Coffee Break.
Tjiptono, F., & Chandra, G. (2012). Pemasaran Strategik, Edisi 2, Yogyakarta, CV. Andi Offset.
Undang-Undang Dasar Negara Republik Indonesia Tahun 1945.
Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik .
Usman, S. (1998). Pembangunan dan pemberdayaan masyarakat. Pustaka Pelajar.
Vincent, G. (1997). Manajemen Kualitas, Penerapan Kualitas dalam Industri Jasa. Jakarta, Gramedia.
Copyright (c) 2022 http://creativecommons.org/licenses/by-nc/4.0
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
