KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN GUNUNG SARI KECAMATAN RAPPOCINI KOTA MAKASSAR - Norisa Norisa; Lukman Hakim; Ihyani Malik (Department of Public Administration, Muhammadiyah University of Makassar, 2015)
This study aims to describe and explain the quality of public services in the urban village officeof Gunung Sari, subdistrict Rappocini, Makassar city. Respondents are 55 people selected by incidental sampling. The technique of data collection used questionnaires and observations of the respondent. The data is analyzed by descriptive quantitative. The results showed that the quality of public service employees to satisfaction of a good category. It can be seen from the accumulation of each indicator are dimensions of physical evidence (tangible), dimensions of reliability, dimensions of responsiveness, dimensions of assurance, dimensions of empathy. Application of the quality of public services is influenced by factor organization, leadership, abilities and skills, awards and recognition factor. Keywords: quality, public services Penelitian ini bertujuan untuk menggambarkan dan menjelaskan kualitas pelayanan publik di Kantor Kelurahan Gunung Sari Kecamatan Rappocini Kota Makassar. Dengan Responden sebanyak 55 orang masyarakat yang dipilih secara sampling insidental. Teknik pengumpulan data menggunakan kuesioner dan observasi terhadap responden. Data tersebut dianalisis secara Deskriptif Kuantitatif. Hasil penelitian menunjukkan bahwa kualitas pelayanan pegawai terhadap kepuasan masyarakat berkategori baik. Hal ini dapat dilihat dari akumulasi tiap-tiap indikator diantaranya dimensi bukti fisik (tangible), dimensi keandalan (reliability), dimensi daya tanggap (responsiveness), dimensi jaminan (assurance), dimensi empati (emphaty). Penerapan kualitas pelayanan publik dipengaruhi oleh faktor organisasi, faktor kepemimpinan, faktor kemampuan dan keterampilan, faktor penghargaan dan pengakuan. Kata kunci : kualitas, pelayanan publik