Mina, Kandida (2022) Kualitas Pelayanan Administrasi Kependudukan dalam Meningkatkan Kepuasan Masyarakat (Studi Pada Kantor Kelurahan Baratajaya Kecamatan Gubeng Kota Surabaya). (Quality of Population Administration Services in Increasing Community Satisfaction (Study of the Baratajaya Village Office, Gubeng District, Surabaya City)). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
Public services should refer to the concept of New public service where public services consider the community as a customer (Samsara, 2007). Occupational Administration Services at the Occupational Administration Section of the Village Office based on initial observations made by researchers found several obstacles at the Baratajaya sub-district office, there are still many people who have to wait a long time when taking care of files such as making cover letters for making ID cards, birth certificates KK and others, this is This is due to the lack of manpower in the services and facilities and infrastructure that have not fully worked as expected. There are also problems with the quality of population administration services at the Baratajaya sub- district office in increasing community satisfaction. in the research using the policy basis using the Decree of the Minister of Empowerment of State Apparatus Number: No. 14 of 2017 to measure the level of community satisfaction. The research method used. This type of qualitative descriptive research is the result of research on the quality of population administration services at the Baratajaya Village Office which is said to have gone well for indicators, requirements, systems, mechanisms and procedures, completion time, costs/tariffs, product specifications type of service, implementing competence, implementing behavior, handling complaints. Except for the indicators of infrastructure facilities at the Baratajaya sub-district office that have not been maximized in providing population administration services because the facilities owned by the Baratajaya village office in the population administration section are still lacking such as compute, scan, photocopy, printer, chairs in the waiting room section are still lacking. Cleanliness and comfort are not enough to be seen from the floors that are not clean, the tables are dusty, the bathrooms are sometimes dirty. Suggestions to the Baratajaya Village Office for Population Administration for the category of infrastructure to pay more attention and add two computers, two scan units, two photocopies, two printer units, two chairs in the waiting room. As well as to improve the cleanliness and comfort of floors, tables, bathrooms. Keywords : Public Service Quality, Community Satisfaction, Baratajaya Village Office.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Public Service Quality, Community Satisfaction, Baratajaya Village Office. |
| Subjects: | H Social Sciences > H Social Sciences (General) J Political Science > JA Political science (General) |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik |
| Depositing User: | 1111800040 Kandida Mina |
| Date Deposited: | 21 Oct 2022 02:17 |
| Last Modified: | 21 Oct 2022 02:17 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/16946 |
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