Titien, Agustina (2021) ANALYSIS OF PUBLIC SERVICE QUALITY SATISFACTION (A STUDY OF PUBLIC SERVICES MANAGEMENT IN BANJARMASIN GOVERNMENT). ANALYSIS OF PUBLIC SERVICE QUALITY SATISFACTION (A STUDY OF PUBLIC SERVICES MANAGEMENT IN BANJARMASIN GOVERNMENT).
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Analysis of Public Service Quality Satisfaction (A Study of Public Services Management in Banjarmasin Government).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: | Article |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Repository Administrator |
| Date Deposited: | 28 Apr 2023 01:22 |
| Last Modified: | 28 Apr 2023 01:22 |
| URI: | http://repository.stimi-bjm.ac.id/id/eprint/460 |
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