PUBLIC SERVICE QUALITY ANALYSIS ONLINE IN THE TIME OF THE COVID-19 PANDEMIC IN KALIWIRU VILLAGE, CANDISARI DISTRICT, SEMARANG CITY

Abstract

Service is the main task that is essential from the figure of the apparatus, as a servant of the state and public servant. Public services are all activities in the context of fulfilling basic needs in accordance with the basic rights of every citizen or resident of goods, services and administrative services provided by service providers related to the public interest. The purpose of this study was to  analyze  the  quality  of  online  public  services  during  the  COVID-19  pandemic  as  well  as  the supporting and inhibiting factors in Kaliwiru Village, Candisari District, Semarang City.

The research method used is qualitative research, namely research that produces descriptive data in the form of written and or oral words from people and observable behavior. The place of research  is  in  Kaliwiru  Village,  Candisari  District,  Semarang  City,  Semarang  City.  The  data collection technique here means a way to obtain the data needed in the field, namely by means of interviews, observation and documentation.

The  results  of  the  study  show  that  the  implementation  of  public  services  at  the  Kaliwiru Village  Office  always  serves  the  community  quickly,  responsively,  efficiently,  effectively  and meets service standards in accordance with the Law of the Republic of Indonesia Number 25 of 2009 concerning Public Services. Apart from that, it also has supporting factors such as apparatus awareness factors, regulatory factors, organizational factors, capability factors and infrastructure factors.  Inhibiting  factors  have  also  been  identified,  namely  the  ability  of  human  resources, government support factors and factors of working environment conditions.