Kualitas Pelayanan Publik di Kecamatan Sukolilo Kota Surabaya. (Quality of Public Services in Sukolilo District, Surabaya City).

Waru, Kornelius Ferland Saputra (2023) Kualitas Pelayanan Publik di Kecamatan Sukolilo Kota Surabaya. (Quality of Public Services in Sukolilo District, Surabaya City). Undergraduate thesis, Universitas 17 Agustus1945 Surabaya.

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Abstract

This research is descriptive qualitative research, namely research with the aim of describing and describing events and phenomena that occur in the field and presenting data systematically, factually and accurately regarding facts and phenomena that occur in the field. Data collection techniques are carried out by means of observation, interviews and documentation. The research informants in this study are the Head of the public services department, public service employees and the community who need services The results of the research show that the cause of the low quality of public services in the Sukolilo sub-district, Surabaya City is caused by several indicators in the Tangible and Reliability dimensions which are still not in accordance with service standards. The indicators which are not yet in accordance with service standards are; Tangible (physical evidence), namely; lack of comfort in the service room caused by damaged air conditioning, Reliability, namely that not all service officers are able to use the tools available in the service room. Factors inhibiting the implementation of public services in the Sukolilo sub-district office, Surabaya city, namely the quality and quantity of human resources, as well as problems suggestions and infrastructure.

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