EFFECTIVENESS OF THE QUALITY OF PUBLIC SERVICES IN TIRTO DISTRICT, PEKALONGAN REGENCY

Abstract

The quality of public services is the key to ensuring that all public institutions achieve their goals and ensure their survival. Public services must meet the needs of its customers. If public services can be served by meeting the indicators of good public services, then it can meet the needs of its customers. The success of increasing the effectiveness of public services is determined by the service standard factor owned by civil servants, where the service standard is a benchmark used as a guideline for service delivery and a reference for evaluating service quality as an obligation and promise of the organizer to the community, where good service to the community should not be complicated. and it doesn't take long. The type of research used is a descriptive study with a qualitative approach. This study focuses on the effectiveness of the quality of public services by focusing on the indicators of the effectiveness of the quality of public services, namely Tangibles, Realibility, Responsiveness, Assurance, and Empathy in Tirto District. The data collection techniques used were observation, interviews, documentation, and analysis techniques used were data reduction, data presentation, conclusion drawing/verification. Based on the results of the analysis test, it was found that the effectiveness of the quality of public services in Tirto District, Pekalongan Regency seen from the service indicators Tangibles (tangible), Realibility (reliability), Responsivess (responsiveness), Assurance (guarantee), Empathy (Empathy) have not been implemented effectively as well as the inhibiting factors for the effectiveness of the quality of public services in Tirto District, Pekalongan Regency, are some employees who do not understand the operation of computers, computers that sometimes have errors and there are inadequate facilities and infrastructure, as well as the existence of customers who do not comply with SOPs and support the effectiveness of the quality of public services in Indonesia. Tirto Subdistrict, Pekalongan Regency is the existence of input and suggestions from the community and employees, as well as the willingness of employees to carry out these suggestions for service improvement.