ANALISIS KUALITAS PELAYANAN PABLIK DALAM MEWUJUDKAN GOOD GOVERNANCE DI KANTOR KECAMATAN RUNGKUT

Abstract

This research aimed to determine the quality of service and how good governance implemented in the Rungkut District. The research method used qualitative description with research data collection technique used observation, interview, and documentation. The research informant consists of the head section, two people in the service department, and three people as the service users. The research result showed that service quality in the Rungkut district in serving the public was good. It seen from the tangible dimension, which consists of convenience and facility aspects; meanwhile, reliability was consists of the accuracy and apparent service standards aspects; moreover, the responsiveness seen from the responding to every complaint aspect; then, the assurance seen from the cost assurance and security aspects; on the other hand, the empathy seen from parts of prioritizing the interests of the applicant and friendly attitude to service users. However, some aspects have not gone according to the community's wishes. Among others, facility aspects showed that there was a queue machine, and the responsiveness aspects for every complaint did not provide a suggestion box in the service room. In addition, in realizing good governance, the implementation of transparency, accountability, responsiveness, participation, effectiveness, efficiency, equity, consensus orientasi, strategic vision and the rule of law.