ANALISIS PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN UMUM DI KANTOR KECAMATAN WATES KABUPATEN BLITAR

  • Aris Sunandes

Abstract

In order to give quality services as an effort to fulfill the requirement and expectation of customers, an organization can based on dimension quality of services which can be used for strategies and annalistic framework of execution. One way to measure a quality of services is by using dimension quality model of services namely tangibles, reliability, responsiveness, assurance and empathy. This research is to know the variable of tangibles, reliability, responsiveness, assurance and empathy. The Research methodology is validity test, reliabilities test, servqual analysis, and Important Performance Analysis. The result can be inferred that the perception of society toward the quality of public services is at Kecamatan Wates, Blitar Regency is all of the things that can be perceptive and analyzed, society has suitable perception of performance at Kecamatan Wates, Blitar Regency. It can be proved by the level of society satisfaction in which around satisfied and very satisfied, while in the position of satisfied enough only on the perception of the readiness of sub regency chief handling sigh of society. Generally the perception of society toward quality of public services at Kecamatan Wates, Blitar Regency is good. The priority of quality of services which has to improve is the willingness of subregency chief handling sight of society. It is because services having intangible characters, it means that it cannot be seen, felt, holds, kissed or heard, before it is bought.Kata Kunci : Persepsi Masyarakat, Kualitas Pelayanan Umum
Published
01-10-2015
Section
Artikel