Analysis of Public Service Quality Satisfaction (A Study of Public Services Management in Banjarmasin Government)

Titien, Agustina and Nurhkimah, Nurhikmah and Fanlia Prima, Jaya and Devi, Rusvitawati and Muhammad, Nurdin and Diana, Diana (2021) Analysis of Public Service Quality Satisfaction (A Study of Public Services Management in Banjarmasin Government). In: International Conference On Economic,Management and Accounting (ICOEMA) 2021, 09 Juli 2021, Universitas 17 Agustus 1945 Surabaya.

Text ICHOMA Titien Agustina DKK.pdf Download (3MB)

Abstract

Public services are part of an effort to meet the community's need for various public service facilities. The provision of public services is part of good government management. Residents of a government area have the right to get the necessary services in various forms and components facilitated by the State, in this case, the Banjarmasin Government, as the focus of this study. This study aimed to measure the quality of public services for the Banjarmasin Government with a sampling technique using a survey method of 123 public service units in Banjarmasin. The data collection technique used a questionnaire through 9 indicators: service requirements, service procedures, completion time, fees/tariffs, service specifications/standards, officer competencies, officer behaviours, complaint handling, and quality of service facilities and Infrastructure. The study result showed that overall public service units in Banjarmasin Government had shown service quality in the "B" (Good) category. The Service Quality average score in 2020 increased by 4.35 points compared to its result in 2019, from 83.16 to 87.51. It means that the services provided are good quality, and the community is satisfied with the services received.

Item Type:	Conference or Workshop Item (Paper)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Repository Administrator
Date Deposited:	29 Jan 2022 03:33
Last Modified:	31 Jan 2022 06:03
URI:	http://repository.stimi-bjm.ac.id/id/eprint/221

Actions (login required)

View Item