Kualitas Pelayanan Publik Dalam Pengurusan Surat Izin Usaha Mikro Kecil (Iumk) Di Kantor Camat Medan Denai Kota Medan

Abstract

Latar belakang masalah dalam skripsi ini adalah sebagian pegawai kurang ramah terhadap masyarakat dan juga jaminan tepat waktu dalam pelayanan tidak sesuai dengan yang dijanjikan oleh petugas layanan kepada masyarakat. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan publik di Kantor Camat Medan Denai, Serta Faktor pendukung dan penghambat pelayanan publik di Kantor Camat Medan Denai. Adapun Metode penelitian yang digunakan dalam penelitian ini adalalah metode kualitatif, dengan teknik dan pengumpulan data melalui observasi, wawancara, dan dokumentasi. Penelitian ini menggunakan Teori A. Parasuraman salah satu tokoh pionir dalam pengukuran kualitas pelayanan, yang mengemukakan bahwa indikator pengukuran kualitas pelayanan meliputi keandalan (reliability), kenampakan fisik dan bukti langsung (tangible), daya tanggap (responsiviness), jaminan (assurance), serta empati (empathy). Hasil penelitian ini menunjukkan bahwa Kualitas pelayanan publik di Kantor Camat Medan Denai dinilai baik, hanya saja pelaksanaan pelayanan publik di Kantor Camat Medan Denai harus mengutamakan keramahan kepada masyarakat. The background of the problem in this thesis is that some employees are not friendly to the community and also the timely guarantee of service is not in accordance with what was promised by the service officer to the community.This study aims to determine the quality of public services at the Medan Denai sub-district office, as well as the supporting and inhibiting factors of public services at the Medan Denai sub-district office. The research method used in this study is a qualitative method, with techniques and data collection through observation, interviews, and documentation. This study uses Theory A. Parasuraman, one of the pioneers in measuring service quality, who suggests that the indicators for measuring service quality include reliability, physical appearance and tangible evidence, responsiveness, assurance, and empathy (empathy). The results of this study indicate that the quality of public services at the Medan Denai sub-district office is considered good, it's just that the implementation of public services at the Medan Denai sub-district office must prioritize hospitality to the community.