KUALITAS PELAYANAN PUBLIK DI KELURAHAN DUA-PULUH ILIR DUA KECAMATAN KEMUNING KOTA PALEMBANG

Abstract

Quality of Public Service in Twenty Ilir Dua Village, Kemuning District,

Palembang City. This study aims to describe the quality of public services in Twenty Ilir Dua

Village, Kemuning District, Palembang City. This study aims to describe the quality of public

services in Kelurahan Dua-Puluh Ilir Dua, Kemuning District, Palembang City. This research was

conducted for three months using a quantitative approach. Data collection was carried out

through questionnaires, observation, and documentation. The data analysis technique was

performed by presenting data, reducing data, and drawing conclusions. The results showed that

the Quality of Service for Reliability the results of the questionnaire averaged 62.54% indicating

that the service was in the good category, it means that employees in Kelurahan Dua-Puluh Ilir

Dua, Kemuning District, Palembang have good quality in providing services to the community.

responsiveness, more dominated in the very agree or very good category, namely 81.9% on

average, this means that in terms of employee responsiveness or response to services in Kelurahan

Dua-Puluh Ilir Dua, Kemuning District, it is very good. The assurance dimension is included in

the category of willing to provide assurance and account for the trust of the community with the

results of the questionnaire showing a percentage of the range of 94.1% which means very good or

strongly agree, the empathy dimension on average has a percentage of 92.1% meaning that this

dimension is very good or strongly agree, This indicates that the employees of Kelurahan Dua-

Puluh Ilir Dua, Kemuning District have a very good sense of empathy which in practice treats all

residents equally well and for the tangible itself, it is different from the previous variables, in this

variable there must be improvement, for the category it is still in the category , good enough or

neutral with a percentage range of 69.6%. In particular, the issue of waiting room facilities and

office neatness. While the Supporting Factors. The organizational structure in Kelurahan Dua-

Puluh Ilir Dua, Kemuning District, Palembang is very good and this is one of the supporting

factors in providing good service quality. And Inhibiting Factors. The issue of facilities and

infrastructure that needs additional, so that people who use the service can be more comfortable.

Then considering the increasing population growth, room expansion is certainly also important for

Kelurahan Dua-Puluh Ilir Dua, Kemuning District, Palembang.