Analisis Kualitas Pelayanan Umum Kecamatan Merigi Sakti Kabupaten Bengkulu Tengah

Abstract

This study aims to determine the quality of public services at the Merigi Sakti District office, central Bengkulu Regency and to determine the supporting and inhibiting factors of service at the Merigi Sakti District Office, Central Bengkulu Regency. In assessing the quality of service, the author applies the theory proposed by Zeithaml that the indicators for measuring service quality include reliability, physical appearance and tangible evidence, responsiveness, assurance, and empathy. The method in this research is descriptive research with a qualitative approach. Qualitative research is a type of research that explores and understands the meaning in a number of individuals or groups of people originating from social problems. The results of this study indicate that the quality of public services at the Merigi Sakti District Office, Central Bengkulu Regency has implemented five dimensions in public services, these dimensions include Tangibel, Realiability, Responsiviness, Assurance and Empathy along with their indicators. However, there are still two obstacles in the service process, namely the waiting room which is not comfortable and there are some officers or employees who are not yet reliable in operating assistive devices in the service process where technological advances are a supporting factor in providing services regardless of the distance traveled by employees to the sub-district which is an inhibiting factor. service. Based on the conclusions, the authors provide several suggestions in improving existing problems, including: Improving the quality of service rooms and waiting rooms, Addingair conditioning facilities, especially in the waiting room, Organizing training or BIMTEK for all employees.