Kualitas Pelayanan Publik di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Wakatobi Provinsi Sulawesi Tenggara. (Quality of Public Services at the Population and Civil Registration Office of Wakatobi Regency, Southeast Sulawesi Province).

Chyntia, Dilla (2023) Kualitas Pelayanan Publik di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Wakatobi Provinsi Sulawesi Tenggara. (Quality of Public Services at the Population and Civil Registration Office of Wakatobi Regency, Southeast Sulawesi Province). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Dispendukcapil of Wakatobi Regency handles the needs of citizens' rights and the basic needs of the government. In this study there are several problems related to the dimensions of public service quality, namely: physical (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy). Purpose To describe and analyze the quality of public services at the Population and Civil Registry Office of Wakatobi Regency. This type of research is qualitative research carried out using descriptive analytic methods, to obtain in-depth and comprehensive results. Data collection techniques were carried out using observation, interview and documentation techniques. This study shows the quality of public services in the Dinas Population and Civil Registration in Wakatobi Regency is assessed fromdimensions of physical evidence (tangible), reliability (reliability), responsiveness(responsiveness), assurance (assurance), and empathy (empathy). Based on (1) dimensions of physical evidence (tangible), service support facilities in DidukcapilWakatobi Regency are not sufficient and satisfying for the community. It is marked yet there is a loudspeaker to call the queue, and there are no reading books or newspapers that can be read while waiting for the service process queue, (2) dimensions of reliability (reliability), employees process service products in a timely manner, in addition to the costs borne by the community clearly detailed, (3)responsiveness, employees respond to questions asked by the community and provide direction related to these questions, (4)guarantees (assurance) in the form of ease of service and security guarantees to people who apply for services, and (5) empathy (empathy) the friendly attitude of officers in dealing with requests, criticisms, and suggestions given by the community. Keywords: Quality of Service, Public Service.

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