DISCRIMINATION OF PUBLIC SERVICE QUALITY IN KARANGSARI VILLAGE, KENDAL DISTRICT

Abstract

Officials in Karangsari Village, Kendal District, Kendal Regency, are often sued or complained about by the surrounding people, related to the lack of attention from local village government officials in working to manage public services. The progress of public services in Karangsari Village is still often questioned. This happens because there is discrimination or differences in the service of one person to another. The purpose of this research is to analyze the existence of discrimination in public services in Karangsari Village, what are the supporting and inhibiting factors.

            The research method used is descriptive qualitative which produces a conclusion with a detailed description of event data or events in detail, and not just data in the form of numbers.Researchers searched for descriptive data about Discrimination in the Quality of Public Services in Karangsari Village, Kendal District, Kendal Regency to describe the data obtained from research findings, as well as observations in the process in the field. In this study, the researcher describes various data and characteristics or uniqueness obtained in the field. This study interviewed informants who were actors involved in managing governance in Karangsari Village and also service users

The results of the research and the results of the discussion regarding discrimination of excellent service quality in Karangsari Village, Kendal District, Kendal Regency, in conclusion, first, discrimination in the quality of public services in Karangsari Village, occurs in the Tangible Dimension, only certain people (relatives/family) are given the convenience of officials, not -the discipline of the apparatus present during working hours, the inconvenience of the service location. On the Reliability Dimension, in terms of public service standards that are not yet very clear, staff skills are still lacking, and there is no special expertise (computer) possessed by service personnel. In the Assurance Dimension, there is no guarantee/certainty regarding timeliness and costs for service users, so that it is profitable for relatives/family of officers, but detrimental for the local people. On the Empathy Dimension, even though they serve the people in a friendly and courteous manner, officials still prioritize the interests of their own families and relatives compared to the interests of the local people. The first two supporting factors that support the formation of excellent service in Karangasari Village are the enthusiasm given by officials to each other and the two leaders who continuously instill awareness to work sincerely and in accordance with the sensitivity of conscience. The first inhibiting factor is technological advances which are accelerating every year and people's demands for better, cheaper, more effective and efficient services are the basis for the government to improve processes in public services. There is no internet network at the Karangsari Village Office.