Analisis Faktor-Faktor yang Mempengaruhi Kualitas Pelayanan Publik pada Kantor Camat Medan Sunggal Kota Medan

Abstract

Quality public service is one of the characteristics of good governance. Where the performance of public servants is very big influence on the quality of community life. Therefore, building a reliable public service management system is the task of local governments to improve the welfare of their citizens. Public service is the responsibility of the government for activities aimed at the public interest or the public. The main task of the government apparatus is essentially to provide services to the community in order to improve the welfare of the community. The purpose of this study is to know the quality of public services and factors affect the quality of public services at the Medan Sunggal Head Office. As for type of research used in this research is descriptive research method with quantitative approach. The sample in this study amounted to 100 people who get service in Medan Sunggal District Office, which is taken by accidental (coincidence). Data collection techniques that the authors use in this study ie Primary data that is observation, interview,And Questionnaire. The secondary data of the study was conducted through the review of the books / references. The data analysis technique is tabulated by compiling into table then calculated the percentage. To test whether the proposed hypothesis is accepted or rejected is done F-Test, t test, and Determination Test (R2). The result of good service quality was 38 people (38,0%), level of service quality was good 57 people (57,0%), and service quality level was not good as many as 5 people (6,0%). It can be concluded that the Quality of Service in Medan Sunggal Head Office is quite good. Partially (T-Test) Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Guarantees (X4), and Empathy (X5), all have a significant effect on Quality of Public Service (Y), Medan Sunggal Sub.