ANALISIS KUALITAS PELAYANAN PUBLIK DIKECAMATAN STM HILIR KABUPATEN DELI SERDANG

BARUS, JUITA ANGGRENI BR (2026) ANALISIS KUALITAS PELAYANAN PUBLIK DIKECAMATAN STM HILIR KABUPATEN DELI SERDANG. Skripsi thesis, UNIVERSITAS QUALITY.

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Abstract

Public service is the primary function of government in meeting the administrative needs of the community and is an important indicator in assessing the performance of government officials. Data collection was conducted through observation, in-depth interviews, and documentation with informants consisting of village office officials and community members as service users. The analysis of public service quality was conducted using five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The research results indicate that the quality of public services in STM Hilir District is still suboptimal. In terms of physical evidence, limited facilities and infrastructure are still found, impacting public comfort. The reliability dimension indicates that officers are quite accurate, but their ability to use service aids is uneven. In terms of responsiveness, services are considered quite responsive, but service speed decreases when queues occur and procedural information is unclear. In terms of assurance, service costs are certain, but the timeliness of service delivery is inconsistent. Meanwhile, in terms of empathy, some officers have demonstrated a friendly and caring attitude, although this is not uniform. The findings of this study indicate the need to improve staff competency, improve facilities and infrastructure, and increase the transparency of service procedures to improve the quality of public services and public satisfaction in STM Hilir District, Deli Serdang Regency. Keywords: public service quality, public satisfaction, administrative services.

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