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All Journal Kajian Ilmiah Mahasiswa Administrasi Publik (KIMAP)
Amril Pratama Putra, Muhammad
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Humanities

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Kualitas Pelayanan Publik Dinas Perpustakaan Dan Kearsipan Provinsi Sulawesi Selatan B. Kulibang, Risda; Mone, Ansyari; Amril Pratama Putra, Muhammad
Kajian Ilmiah Mahasiswa Administrasi Publik (KIMAP) Vol. 6 No. 5 (2025): Oktober 2025
Publisher : Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26618/btsg7b77

Abstract

Abstract : This study aims to determine the Quality of Public Services of the Library and Archives Service of South Sulawesi Province. The research method used is a descriptive method with a qualitative approach, while the data collection method is through observation, interviews and documentation. The results of this study indicate that the Quality of Public Services of the Library and Archives Service of South Sulawesi Province, based on 5 indicators according to Zeithaml regarding the quality of public services, namely 1) Physical evidence (tangible) of the provision of physical facilities in the library such as air conditioning, tables, computers, and mobile library services, as well as active promotion through social media 2) Reliability, namely services that are fairly consistent, timely, and equal to all visitors 3) Responsiveness is seen from the quick response of employees to visitor needs, 4) Assurance, namely consistent services according to Standard Operating Procedures (SOP) provide a sense of security and trust for visitors 5) Empathy is seen from employee participation in various literacy activities in 24 Regencies/Cities.  
Co-Authors B. Kulibang, Risda Mone, Ansyari