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All Journal Jambura Journal of Administration and Public Service Socius: Social Sciences Research Journal
Fitrianingsih, Sela
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Religion Arts Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences

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Kualitas Pelayanan Publik (Studi Kasus di Kantor Samsat Kecamatan Bonepantai Kabupaten Bone Bolango) Fitrianingsih, Sela; Mozin, Yulianty; Nani, Yacob Noho
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 1, No 11 (2024): June
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.11617843

Abstract

This research aims to determine and analyze the quality of public services at the SAMSAT office, Bonepantai District, Bone Bolango Regency. The approach used is qualitative with descriptive research type. Data collection uses interviews, observation and documentation. Data analysis uses the Miles and Huberman model. The results of this research show that the quality of public services at the SAMSAT office in Bonepantai District, Bone Bolango Regency has been implemented well with various commitments to improve service aspects that still need to be optimized. In terms of direct evidence (Tangible), the service looks professional and structured. In terms of reliability, there is routine monitoring and evaluation to ensure services meet standards. Its responsiveness stands out with efficient queue management and willingness to respond to requests quickly. Service assurance is reflected through transaction security and a focus on the interests of the community. The aspect of empathy (Empathy) is also maintained by friendly treatment, attention and a helpful attitude towards the community. Overall, this office provides responsive, reliable, safe and empathetic service to the community.
Kualitas Pelayanan Publik Fitrianingsih, Sela; Mozin, Sri Yulianty; Nani, Yacob Noho
Jambura Journal of Administration and Public Service Vol 5, No 1 (2024): Volume 5 Nomor 1 Oktober 2024
Publisher : Gorontalo State University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37479/jjaps.v5i1.31975

Abstract

This research aims to determine and analyze the quality of public services at the SAMSAT office, Bonepantai District, Bone Bolango Regency. The approach used is qualitative with descriptive research type. Data collection uses interviews, observation and documentation. Data analysis uses the Miles and Huberman model. This research shows that the quality of public services at the SAMSAT office in Bonepantai District, Bone Bolango Regency has been implemented well with various commitments to improve service aspects that need to be optimized. The service looks professional and structured in terms of direct evidence (Tangible). In terms of reliability, there is routine monitoring and evaluation to ensure services meet standards. Its responsiveness stands out with efficient queue management and willingness to respond to requests quickly. Service assurance is reflected through transaction security and a focus on the interests of the community. The aspect of empathy (Empathy) is also maintained by friendly treatment, attention and a helpful attitude towards the community. Overall, this office provides responsive, reliable, safe and empathetic service to the community.
Co-Authors Mozin, Sri Yulianty Mozin, Yulianty Yacob Noho Nani